Terms & Conditions | Online Store | H&M UK (2024)

TERMS & CONDITIONS

1. General
1,1 Welcome to our terms and conditions! We are so happy you've made it here. This may not be the most exciting document you'll ever read, but it is important to establish what you can expect from us and what we expect from you. And just to be clear, when we say "us", "we" or "H&M", we mean H&M Hennes & Mauritz UK Limited.

1,2 These terms and conditions apply when you place an order with us via the website www.hm.com, or our mobile application H&M (from now on referred to as the "Online Store").

1,3 By placing your order you agree to be bound by these terms and conditions, or the "Terms" as we will call them from now on. Therefore, please make sure you have read and understood them before ordering.

1,4 To place an order you must have the right to enter into agreements, meaning that you must be at least 18 years old and not be under guardianship. Orders payable by gift card can however be made if you are at least 16 years old. You must also have a valid email address and a delivery address in the UK, Jersey and Guernsey (excluding all other Channel Islands, BFPO and mail forwarding companies).

1,5 You may not place an order for corporate, commercial or self-employed activities. We do not issue commercial VAT invoices for corporate use.

1,6 We have the right to amend these Terms, but the Terms that you approve at the time of your purchase will always apply for that particular purchase. Any changes made will be included in the latest published version of the Terms in the Online Store. Changes to the Terms will be effective from the time you accept the Terms, i.e. in connection with you making a new purchase. This means that we might and probably will change our Terms every now and again, so keep on visiting this page to stay up to date.

2. Prices and delivery charges
2,1 The prices displayed in the Online Store include the statutory value added tax (where applicable), but do not include delivery charge. In the checkout view, the total cost for your purchase including delivery charge will be displayed.

2,2 Please note that prices in the Online Store can differ from prices in our physical stores.

2,3 The cost for delivery is shown in the checkout view, where available delivery options are presented. You can also find more information here. The delivery options available to you depend on your delivery address and ordered items. Our standard delivery fee is £3.99. If we are unable to deliver your order in full and must make more than one delivery, you will only be charged for the single delivery.

2,4 We may from time to time offer promotions, discount codes, gifts and other offers. Such offers are valid only for the period specified in connection with such offers and on the terms directly associated with them. Offers cannot be combined with other discounts unless expressly stated otherwise in the Online Store. You need to fill in the discount code for the offer before completing the purchase in order to use the offer.

3. Ordering
3,1 Do you want to place an order? Great! This is how you do it. You collect the items you wish to order in your shoppingbag using the "Add to bag" button. In the shoppingbag view, you can review your order and remove any item you have changed your mind about before proceeding to the checkout. When you place your order by clicking the "Complete purchase" button, you are making a binding offer to purchase the items in the shoppingbag. Depending on your selected payment method, further steps may be required to finalise your payment.

3,2 On receipt of your order, we will send you an automatic email confirmation that your order has been placed. Please note that a placed order is an offer and does not constitute a binding contract until the order has been approved by us. If we approve your order, we will send you a shipping confirmation email that includes all relevant information about your order and its delivery. The shipping confirmation email is our approval of your order and the conclusion of our contract. Yay!

3,3 For various reasons, we may not be able to approve your order. We reserve the right to not approve your order for any 3.3.a. operational, 3.3.b. legal, or 3.3.c. commercial reason. For example, this could be the case if the item you ordered is defect and we have no more items in stock, or in case we suspect that items are being ordered for commercial reselling purposes. If we are unable to approve your order, we will let you know at the earliest opportunity after the automatic email confirmation has been sent, but naturally before we approve your order and send you the shipping confirmation.

3,4 If we have already received payment for an order that is not approved by us, we will attempt to refund the applicable amount using the same method you used to make the payment. If alternative arrangements are necessary for any reason, we will contact you to settle the refund.

4.Payment methods
You can pay for your goods in various ways as set out below. Depending on the payment method you choose, additional costs and terms may apply.

4,1 Payment before delivery
Card payments
You can enter your payment details at the time you place your order using a valid credit or debit card (VISA, AMEX, or Mastercard). The applicable amount will immediately be reserved on your card but will not be debited until the goods are dispatched. H&M reserves the right to check the validity of the credit or debit card, its credit status in relation to the order value, and whether the address data of the purchaser is correct. We may refuse orders depending on the result of these checks.

PayPal
When paying by PayPal, H&M reserves the right to check the validity of the PayPal account, that there are enough funds to cover the purchase sum, and validate the billing address details of the purchaser. The applicable amount will immediately be reserved on your PayPal account but will not be debited until the goods are dispatched from the warehouse. H&M reserves the right to deny any purchase.

Apple Pay
If you pay with Apple Pay, H&M reserves the right to check the validity of the Apple Pay account and the validity of the credit or debit card, as well as your credit status in relation to the order value. We may also reject orders based on the results of the review.

The corresponding amount will be immediately reserved on the card you have selected but will only be debited once the goods have been dispatched from our warehouse.

Gift Card
You can choose to pay the whole or part of your order placed at our website with H&M gift cards and H&M merchandise cards. Read more about H&M gift cards and how they can be combined with other payment methodshere.

4,2 Payment after delivery
Provided by Klarna.As soon as your order has been dispatched to the warehouse, you will receive information from Klarna on how and when to complete your payment.Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. Ts&Cs apply https://www.klarna.com/uk/terms-and-conditions/

4,3 Other
If you are an H&M member, you can download your receipt via the “My Account” section. If you are not a H&M Member you can contact the customer service team to receive your receipt.

5.Delivery
5,1 So, when will my order arrive, you wonder? In the checkout view, before placing your order, you will be informed of the delivery options available to your specified delivery address, including the estimated delivery time following our approval of your order and the cost for each option. You can also find more information here. If we approve your order, you will receive a shipping confirmation email containing all relevant information about your order and chosen delivery option.
For delivery of products such as larger rugs and furniture from our external H&M HOME range, please allow 5-14 business days. You can find our full shipping and delivery policy here.

5,2 Even though we do our very best to deliver within the communicated time frame, delivery may sometimes take longer due to unexpected events. If your order does not arrive by the estimated time of delivery, please contact Customer Service and they will try their best to help you.

5,4 We endeavour to deliver your order to an address in the UK, Jersey or Guernsey in accordance with your selected delivery option. Unfortunately we are unable to deliver to other Channel Islands, BFPO and mail forwarding companies. Some cosmetic products cannot be delivered to Northern Ireland, Isle of White, Isle of Man, Shetland Islands, Orkney Islands, Scilly Islands and Scottish Isles.

6. Returns
6,1 Changed your mind? No problem. According to applicable consumer protection legislation, you have the right to withdraw from your whole purchase or part thereof for any reason at all within 14 days from the day you receive your order. In addition to this, we give you 14days extra as an extended right to return any or all items in your order. This means that you have a total of 28 days to make a return for any reason at all!

You can return your items in several different ways.

Preferably, you can log in to our returns portal and let us know what you want to return and why. You can then select your preferred return method to arrange your collection or drop off. Find more info on how to return here.

Alternatively, you can notify us of your wish to make a return by sending an email to Customer Service or letter to H&M Customer Service PO Box 24005, Edinburgh, EH1 9AG, or, fill in and submit to us the standard form issued by your local Consumer Rights Authority. After that, you place the item you wish to return in the parcel you received it in, attach the pre-printed shipping label, and drop off the parcel at a designated drop off point.

6,2 When notifying us, you may choose to use the following optional template, but it is not required:
To H&M Hennes & Mauritz UK Limited. I hereby give notice that I withdraw from my contract of sale of the following goods (insert order number), received on (insert date). Kind regards, (insert your name, address and date).

6,3 Please include the correct and complete item in the parcel, otherwise we cannot process your return. We want to highlight that you can only return items purchased in the Online Store - you cannot include items purchased in our physical stores in the parcel. If you do not have a parcel or pre-printed shipping label, please contact Customer Service or visit our Returns page to ensure that your item is returned to the correct address, otherwise we cannot process your return.

6,4 You can also bring the item you wish to return to any H&M store, provided that you bring the QR-code that is included in your shipping confirmation email. If you chose to return your order in a store, you will be refunded by the same payment method you used to make your purchase. You may use your refund for exchanges or new purchases directly in the store if the purchase was made by credit card, gift card or a combination of the two. Although we wish our store systems run like clockwork, we occasionally have trouble. So if our store system, for some reason, cannot access your online order due to system malfunction, we will not be able to process your return in-store. Please note that incorrect orders (e.g. wrong or missing items) cannot be handled by our stores. Items from H&M HOME can be returned to any H&M store, except furniture and lighting, which can only be returned to our online warehouse.

6,5 We offer products from external brands in our Online Store. Such products may be shipped directly to you from the external brand. If you wish to return a product from an external brand, please follow the specific return instructions included in the parcel. Products from external brands cannot be returned to our stores. If you have any questions, please contact Customer Service.

6,6 If you choose to make a return, we will refund you the order value and the cost of delivery but deduct a return fee of £1.99. However, should you choose to keep certain items and only return parts of your order, the delivery cost will not be refunded and we will also deduct a return fee of £1.99.

6,7 The refund will be made to the same payment method you used to place the order, as soon as possible and at the latest within 14 days of us receiving the items back or you providing evidence of having sent back the items. If you have not received your refund within 14 days, please contact Customer Service and we will help you.For any returns made after the expiry of the return period of 28 (twenty-eight) days, we reserve the right to refund you via a e-Merchandise Card. For more information, please refer to the

6,8 We will give you a full refund for any returned item provided that it is returned in the same condition as it was in upon your receipt. If an item in any way has been damaged, soiled, washed, altered or worn (other than to try the item on) and the value of the item has been reduced, we have a right to make a deduction on your refund with an amount corresponding to the diminished value of the item. So, treat your products with care please.

6,9 The right of withdrawal and return does not apply to products that are sealed and which are unsuitable for return for reasons of health protection or hygiene if the seal has been removed, such as certain underwear, swimwear, piercing jewellery, face masks, beauty products and cosmetics.

6,10 For more information about returns, click here.

7. Defects
7,1 Is there a problem with the item you ordered? According to applicable consumer protection legislation, all products must be free from defects, meaning that they shall conform with the contract of sale, be fit for purpose, and perform like any other products of the same type. Please submit your complaint to us if this is not the case, we're happy to help.

7,2 We will, depending on the item, relevant defect and your request, offer to repair or replace the item with a new one for any item deemed defective. If this is impossible or would generate disproportionate costs, we will offer you a price reduction or refund depending on your preference.

7,3 If an item you have received is defective and you notice the defect within 28 days after your receipt of the item, you may choose to follow the instructions in section 6 (Returns). Please indicate that the item was defect in the return form or in your communication with Customer Service.

8. Our Liability
8,1 All reasonable efforts are made to ensure that information in our Online Store is accurate, complete, and current. Despite our best efforts, information may occasionally be inaccurate, incomplete or out of date. We are not bound by any such information if you realised or should have realised that the information was inaccurate, incomplete or out of date.

8,2 We do our best to accurately display and describe the attributes of our products in the Online Store regarding measurements, composition and colours. However, the colour you may see depends on your device. Our measurements are only approximate values to better estimate the model or fit of that specific item. It is not a guarantee of the actual measurements of the item you receive since the final measurements may vary depending on the material used in its production. If you are not satisfied with the item you ordered, you may return the item. Please see section 6 (Returns).

8,3 What happens when things go really wrong? In case of an event beyond our control occurs, and which we are not able to reasonably overcome or anticipate, we will no longer have an obligation to fulfil our contract with you. Such an event might include government action or omission, new legislation, labour law conflict, war or danger of war, major disturbance of public order, sabotage, extreme weather conditions, fire, explosion, pandemic, epidemic, virus, and natural disasters. If any of these events occur, we are not obliged to compensate you for any damages. Please note that you as a consumer always have the right to cancel your purchase under any such circ*mstances.

8,4 "Our maximum liability to you for any loss or damage arising in connection with your order via the Online Store shall be limited to the total price of your order and any proven losses that you suffer as a result of our failure to comply (whether arising in contract, tort (including negligence), breach of statutory duty or otherwise) which are a reasonably foreseeable consequence of such breach.

H&M is not responsible for indirect losses which are a side effect of the main loss or damage, for example loss of profits or loss of opportunity; or for failure to deliver the goods or to meet any of our other obligations under these Terms where such failure is due to an event that is beyond our reasonable control, which includes but is not limited to fire, flood, storm, riot, civil disturbance, war, nuclear accident and terrorist activity.

Nothing in these Terms shall exclude or limit H&M's liability with regard to any matter for which it would be unlawful for us to limit or exclude our liability. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the goods and for defective goods under applicable consumer protection legislation."

9. Coloursand measurements
9,1 If you have a complaint regarding any of our products or services, please let us know by contacting Customer Service.

9,2 We adhere to applicable alternative local dispute resolution mechanisms for the settlement of potential customer complaints.

9,3 Customers within the UK may file complaints to Consumer Arbitration. H&M is a subscriber to the services of Consumer Arbitration and is therefore willing to submit itself to its ADR procedure. 

Consumer Arbitration is approved by the CTSI to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution (ADR) for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

For further information or to submit your complaint to Consumer Arbitration please visit  www.consumerarbitration.co.uk. Alternatively, your complaint can be addressed to: Consumer Arbitration, 12 – 14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW."

9,5 We adhere to applicable mandatory consumer protection legislation and we have no intention of excluding or restricting such rights you may have through these Terms.

10. Severence
Subject to applicable law, if any clause in these Terms is found to be unenforceable for any reason, this will not affect the enforceability of any other clause in these Terms.

11. Company Information
H & M Hennes & Mauritz UK Ltd
Registered office:1st Floor UK House
164-182 Oxford Street
London,W1D 1NN

02.05.2024