H&M Parcel Not Delivered or Refund Refused? UK Guide

H&M uses several UK couriers. CRA 2015 places liability on H&M, not the courier.

Retailer policies and courier partnerships change. Always verify the current returns window and contact route on H&M's own website. This is general information, not legal advice.

Who delivers your H&M order?

H&M typically uses: Evri, Royal Mail, DPD. The exact courier varies by region, order size, and delivery option.

Whichever courier handled your parcel, your contract is with H&M, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on H&M to deliver into your physical possession.

H&M contact and returns

How to contact: H&M customer service via the help portal in your H&M account or via chat.
Returns policy summary: H&M offers free in-store returns and paid courier returns. 30-day window typically.

How to claim a refund from H&M

1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
3
Contact H&M via H&M customer service via the help portal in your H&M account or via chat. Quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
5
If H&M refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.

H&M delivery FAQs

Is H&M legally responsible for a missing parcel?

Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (H&M) is responsible for the goods until you take physical possession. H&M cannot redirect you to the courier because your contract is with H&M, not the courier.

How long does H&M have to refund me?

Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.

H&M says my parcel is 'with the courier' for over a week — what now?

After 5–7 working days past expected delivery, treat as lost. Quote Section 29 CRA 2015 and request a refund.

Can I claim from H&M for a damaged garment received by post?

Yes. Section 9 and Section 20 CRA 2015 give you 30 days to reject damaged goods for a full refund.

Does H&M Membership change my refund rights?

No. Membership is a loyalty programme; statutory rights are unaffected.