CATEGORY

FAQs

How do I cancel or edit a placed order?
Log into My H&M and select "Pending Orders". Here, you can edit or cancel pending orders that haven't been shipped yet.

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Can you locate a garment in store?
Although we are unable to reserve items over the phone or online, we can advise the best store to visit or help you 
purchase the product online. Call Customer Service on 03 44 736 9000 (calls from a UK landline will be at the basic 
national call rate-mobiles may vary, please check with your provider) for further assistance.

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Are my card details and personal information safe?
H&M guarantees that your details are completely safe with us. All information is sent encrypted to ensure total security of 
any sensitive information. Read more in our Privacy Policy.

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Which payment methods can I use?
When shopping at hm.com you can choose one of four payment methods: credit card, a payment slip in the parcel, a monthly 
invoice or H&M account. More information about our payment methods can be found here.

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Which cards are accepted?
We accept any card with a Mastercard or Visa symbol. Note that if you have pending orders, all orders will be paid for
 with the last card used.

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What happens in case of returns?
If you return any items, the balance will be refunded to your original payment method.
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How can I track my parcel?
As soon as we start packing your order we will send you an email with an estimated delivery date. 
Larger parcels will be delivered through a courier and can be tracked in the Order History section of My H&M. These parcels
 take approximately 4-6 working days from dispatch.
Smaller parcels will be delivered through Royal Mail and cannot be tracked. The estimated delivery time for these parcels is
 also 4-6 working days, however please allow 10 working days to cover any unforeseen delays.
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What are the shipping and handling costs when shopping online?
All orders are subject to a delivery charge of £3.90, regardless of the size and weight of your package.
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How long does delivery take?
The delivery takes 4-6 working days from dispatch. Working days are defined as Monday to Friday and exclude bank holidays.
 Once your items are ready to be packed we will send you an email stating, ‘We’re packing your order’. Please count 4-6 working 
days after this date to get an estimate of when you will receive your order.
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How do I return or exchange an item purchased in a store?
With your original receipts, unwashed, unworn or defective merchandise may be returned within 28 days of purchase date for a full refund.
Without your original receipts, merchandise may be returned for an exchange or for a merchandise credit. Please note that items
 purchased in an H&M Store cannot be returned online.
Please read more in our Returns & Exchange policy.

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Can I exchange or return underwear and swimwear purchased online?
The same cancellation rights apply to swimwear and underwear. Just make sure the items are unworn and in their original condition.

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I have returned items which are still listed on my invoice. What should I do?
If the returns had not yet been registered when we sent the invoice, these items might still be included in your bill. Should this
 happen, you can just deduct the amount yourself before paying.

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Where can I find more information about working at H&M?
You can find all the information you need about working at H&M, on our career site.

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Right of witdrawal ?
You always have the right to withdraw from your order within 28 days, without giving any reason. The withdrawal period is counted 
from the day of the delivery of the last good(s) in your order. The easiest way to exercise your right of withdrawal is to simply 
fill in the return form attached in your parcel and return the goods to us, using the pre-paid return label we have provided you with. 
You will find the instructions on how to do this on the delivery note in your parcel.
However, to meet the withdrawal deadline, it is sufficient for you to let us know about your decision to withdraw from your order, 
before the withdrawal period has expired. H&M Customer Service, PO Box 24005, Edinburgh EH1 9AG; fax 0844 736 9040; 
customerservice.uk@hm.com.

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What are your rights?
You have the right to request information about the personal data we hold on you. If your data is incorrect, incomplete or irrelevant,
 you can ask to have the information corrected or removed. Annually, you have the right to request written documentation on the personal 
information we have about you in our account files. To request this document please write to H&M Customer service. You can withdraw your 
consent to us using the data for marketing purposes (i.e. sending catalogues, newsletters or offers) at any time. You can contact us 
either by sending a letter to H&M Customer Service, PO Box 24005, Edinburgh, EH1 9AG or by sending an email to customerservice.uk@hm.com.

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Controller of personal data
H & M Hennes & Mauritz AB
Mäster Samuelsgatan 46
106 38 Stockholm
Sweden
Telephone: +46 (0)8 796 55 00
Fax: +46 (0)8 24 80 78
E-mail: info@hm.com
Companies register: Bolagsverket/Swedish Companies Registration Office
Company registration number: 556042-7220
Authorised representative: Karl-Johan Persson
VAT registration number: VAT NO. SE556042722001
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Do you take orders over phone?
Yes. We do take orders over phone. The payment mode possible for these orders is Cash On Delivery only.

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I tried placing order using my credit card but it isn't working. Can you help me place an order?
Yes if your debit/credit card isn't working we can always take your order over phone. Do call us.

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How do I check the status of my order?
Your order status is updated to you via emails and sms at every step. Once your order is placed you would receive an sms and an email 
with your order details. Again after your order is dispatched we send you an sms with your tracking details. Please check your spam and 
old sms-es for the status of your order, if you don't see any updates. In case of any unforeseen events which delays your order you would
 receive a special update from our end.

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Can I place a bulk order for an item(s)?
No, Bulk orders cannot be placed through Jabong.com as the website only caters to end customers.

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Do you allow exchanges ?
Have you ordered a size too small or too big? No problem! We offer exchange for our customers too. Please read up our exchange policies for details.

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Can I add an item to my order after I have placed my order?
Unfortunately no, however you can simply place another order.

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What is a promo voucher?
To give you the best deals around, we occasionally issue promo vouchers. It is a simple code which can be applied to get discounts.

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Does my billing address have to match the address on file with my credit card?
Yes. For credit card verification you must enter your billing address exactly as it appears on your credit card statement.

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How do I get a copy of my invoice?
You can print a copy of your invoice from the Order Information page.

Click here to look up your order and print a copy of your invoice.

More questions?
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Shipping Information]

Has my order shipped?
Click here to look up your order and see the shipping status.
More questions? Back to Main Help Page

How do I get my tracking number?
Click here to look up your order and get your tracking number.
More questions? Back to Main Help Page

Do you ship to my country?
We ship to all countries except those with trade sanctions in place with the United States.
More questions? Back to Main Help Page

I live outside the US. Do I have to pay customs fees?
If you live outside the United States, custom and tariff fees may apply according to your country's import laws. These fees are not
 collected by TechSmith, and we do not have control of these fees.
More questions? Back to Main Help Page

Can I change my shipping address?
Unfortunately, you cannot change your shipping address after you submit your order. Orders with physical shipments are immediately sent 
to the fulfillment agency when they are submitted and our system can no longer retrieve or change them. If your shipment is not 
successfully delivered it will be returned to the fulfillment warehouse and a credit will be made to your account.
More questions? Back to Main Help Page

Can I change my shipping method?
Unfortunately, you cannot change your shipping method after you submit your order. Orders with physical shipments are immediately sent to
the fulfillment agency when they are submitted and our system can no longer retrieve or change them.
More questions? Back to Main Help Page

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If I can't find an item on your website, does that mean that it's sold out?
If you can't find an item by browsing for it, and a search for it yields no results, then yes, the item is sold out.

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What are the benefits of setting up an account?
Speedy checkout! You don't need to register to complete your order and checkout. But if you are a new customer and plan on coming back, 
you can set up an account after you've placed your first order and it will save you a bunch of time on your next order. What we'll do is 
store your name and billing address information, and the next time you come visit just enter your email address and password and we'll
 fill in the blanks. 
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Can I place an international order online?
At this time, we only accept orders for customers who have billing addresses and are shipping to destinations within the United States,
 Canada or valid APO/FPO zip codes via this website.

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Do you ship internationally?

This web site accepts orders to be shipped to the following geographies outside the United States: APO/FPO addresses, American Samoa,
 Guam, the Marshall Islands, the Federated States of Micronesia, the Northern Mariana Islands, Palau, Puerto Rico, and the U.S. Virgin
 Islands. Orders to these locations are not eligible for expedited shipping and may take longer to arrive than the listed delivery times. 
Customers are responsible for any applicable duties and taxes levied on the delivery of their orders and for all charges related to
 returning products to PUMA, if necessary.

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How do I contact customer service?

You may reach PUMA.com customer service in several ways: via our online form, by email customerservice@puma.com or through our 
toll-free phone number: 888-565-7862.

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How is sales tax calculated?

We charge sales and use tax according to Federal, State and Local government guidelines. Tax is calculated based on the shipping address and
 the appropriate rules for that tax jurisdiction.

Note that the taxes presented at time of order submission are only an estimate, and may not take into account applicable exemptions and 
tax holidays. Final calculation of applicable taxes 
will be performed when the order ships and your credit card is charged.

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Q) How do I best view your site?
Our site is compatible for all Windows and Mac operating systems and can be viewed using the latest stable versions of any of the 
following browsers. The site is optimized for 1024 X 768 resolution

Internet Explorer
Google Crome
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