FAQ
Can I add or remove items from my order once it is submitted?
Once you have submitted your order, we begin processing your order, which entails a number of steps. During this time we may be able to add or remove items from your order. Once an order is being packed at our Distribution Center we are no longer able to modify your order.
Please email us as soon as possible or call us at 800-282-2200 to either add or remove an item from your order, or you may place an additional order at any time.
Can I cancel my order after it has been placed?
Once you have submitted your order, and during the processing time frame, we are able to cancel your order. Once an order has been shipped we are no longer able to cancel an order.
You can check the status of your order by clicking on "My Account" in the top navigation bar. Sign in to access your account by entering your email and password. Then, click on "Order History". Click on an order number to view the entire order. If the order has shipped, click on the tracking number to track the status of your package. You can expect to receive your package in approximately three to five business days from the date the package shipped.
Can I special order an item from a vendor you work with?
There are many different vendors, both domestic and international, who manufacture and supply merchandise for H&M.com. Unfortunately, we are not at liberty to disclose our vendor contact information.
Can you ship my package internationally?
At this time, H&M.com is unable to ship overseas. Please visit H&M.co.uk for UK and European shipping. Plus, don't forget to check out our stores in Alberta, Montreal, Toronto, Vancouver, Denmark, Dublin, Glasgow, London and Sweden.
Has my return been processed?
If you need to return an item, please be sure your package is insured and prepaid. Sorry, we cannot accept COD returns. Once the items are received, we will promptly process your return, and a credit for the return will then appear on your next credit card billing statement. If you sent your package back through a trackable method, please provide us with the tracking information so that we may further research the status of your return.
If you have any further questions you may e-mail us or call our Customer Service Department at 800.959.8794 Monday-Friday from 8AM - 8PM EST. Make sure you keep checking H&M.com for great new merchandise.
How can I subscribe to the catalog?
Click here and enter the requested information so we can add you to our mailing list. The items featured in the catalog are available on the H&M.com web site and at our affiliated H&M stores.
How do I check my order status?
You can check the status of you order by clicking Ordering link at the bottom of the page or here.
My item is backordered. What does this mean?
We sometimes have merchandise for sale that has not yet been received at our distribution center, or that has sold out and is being restocked. You can still order these items to reserve your favorite color or size, and we'll ship them to you as soon as supplies are replenished. The expected ship date for backordered merchandise is listed when you add an item to your basket, and also during checkout. We do our best to keep these dates accurate, but please be aware that in rare circumstances we may experience delays.
If your order contains a mix of in-stock items and backordered items and you select express shipping, we will only be able to apply the expedited shipping to the in-stock items. Backordered items cannot be expedited and will ship via standard shipping when they arrive.
What is your return policy? How do I return an item?
This information can be found on the Returns page.