H&M order tracking: delivery, returns and problems

Who delivers my H&M order?

Each country has its own H&M site, and its pages name the carriers:

In the US, the carrier depends on your location and the delivery method. In the UK, a parcel larger than 70 × 50 × 60 cm can't go to a store, locker or pick-up point: Evri takes it to your billing address.

Items from H&M's other brands and from external brands on hm.com come in a separate parcel, with their own tracking and sometimes another carrier.

1. H&M's warehouseShipping email with a tracking link
2. The carrierEvri, InPost, USPS, UPS, An Post or another
3. Locker, pick-up point or storeUsually 7 days to collect
4. YouDelivered in the tracking

Where is my H&M tracking number?

Look in these places:

• The shipping confirmation email. In the UK, H&M sends it when your order ships; in the US, Canada and Australia, when it starts packing. It has a link to track your parcel online, which can take a few days to show anything.
• Your H&M account. Sign in and open Orders, which lists the last 12 months. H&M UK's chatbot can track an order too.
• Guest orders. Use the link in the shipping email. If no confirmation came, H&M UK asks you to contact customer service.
• The carrier's messages. In the UK, Evri emails you about the delivery. In Ireland, An Post texts or emails you with other delivery options. At a UPS Access Point in the US, UPS emails you when the parcel is ready.

H&M's pages don't publish a list of order statuses. These are the words they use, and what to do:

For other shops: where to find a tracking number. Not sure whose number you have? Type it here:

Why is my H&M order late, or why isn't tracking moving?

In the UK, H&M aims to deliver within 2 to 3 working days, counting from the day after the order confirmation, and up to 4 in remote areas, Monday to Saturday. In the US, standard delivery takes 3 to 6 business days, and more in busy periods. When nothing moves, it's usually one of these:

• Several parcels. Your order may arrive in several packages, and you pay for one delivery only. Items from other brands come in their own parcel.
• An item ran out. The email tells you which item was dropped; you aren't charged for it.
• Nobody was home. In the UK, the Evri app lets you set a safe place or a preferred neighbour and change some delivery details. In Ireland, An Post's text or email offers other options. More: missed delivery.

If your order hasn't arrived by the estimated time, H&M UK's terms ask you to contact customer service. When waiting is still normal: tracking not updating.

Changing the order. H&M can't change the address or the delivery option once the order is confirmed. Just after ordering, a "Cancel Order" button may still show under Orders: cancel and order again. In the UK, you may be able to change details with Evri, but not for a store or InPost delivery; in the US, with the carrier directly. More: change the delivery address.

H&M delivery options and costs

UK. Members get free delivery on orders over £40, and delivery to a store is free for everyone:

At a store you have 7 days to collect, with your ID and pick-up code. An uncollected parcel goes back for a refund, and from a pick-up point or locker H&M deducts a £2.99 fee. H&M also delivers to Jersey and Guernsey, but not to the other Channel Islands, BFPO addresses or mail forwarders. Orders to Jersey and Guernsey are zero-rated exports, so you pay no VAT, and the price at checkout doesn't change.

US. Delivery is to the US and Puerto Rico only:

You have 7 days to collect at a store, with ID and your pickup code, or at a UPS Access Point, with photo ID. A same-day pickup order is held for 3 days, then canceled without charge.

Ireland. An Post delivers standard home or pick-up point orders in 3 to 5 business days for €3.99, free for members over €30. UPS delivers express orders in 1 to 2 business days for €9.99, if you order before 4 pm. Click & Collect is free, takes 6 to 8 business days, and you have 7 days to collect.

Canada. Standard takes 3 to 7 business days and costs $7.99, free over $40 for members and over $60 for others; allow up to 5 more days in rural and remote areas. Express costs $14.99 and next day $19.99. Ship to Store is free, with 7 days to collect.

Australia. Standard costs $8.95 and takes 1 to 10 business days, free for members over $70 and always free for Plus members. Express costs $12.95, and same day $16.95 in selected suburbs if you order before 11.30 am AEST on a weekday. More: parcel lockers and pickup points and uncollected parcels.

H&M parcel not arrived or marked delivered: what to do

Look first, then report. In order:

1. 1Check the trackingOpen the link in the shipping email, or Orders in your account. If something is missing, check whether it comes in another parcel, and whether the email marks it as out of stock.
2. 2Look around and askH&M UK and Ireland ask you to check the carrier's emails for delivery information, then whether someone in your home or a neighbour took the parcel in.
3. 3Contact H&MUK: chat, or 03 44 736 9000 (Monday to Friday 8 am to 9 pm, Saturday 9 am to 6 pm, Sunday 9 am to 5 pm). US: chat, or 855-466-7467, every day 8 am to 1 am EST. Ireland: 1-800 832 333. Canada: 1-855-272-7007. Australia: 1300 401 300. Have your order number ready.
4. 4Submit a claimH&M US asks you to submit a claim for missing items that weren't marked as canceled, and answers within 3 to 5 days; its terms make you contact customer service about claims for damaged or lost shipments. A damaged order goes back to the warehouse. In the UK, return a wrong item through the returns portal: select the item you expected and the reason "Wrong item delivered".
5. 5Refund or new itemFor a wrong item, H&M UK and Ireland refund the item you should have received. Under H&M UK's terms, a faulty item is repaired or replaced, or else reduced in price or refunded, and returned faulty items carry no fee. H&M UK refunds at the latest 14 days after it gets the items back.

More: parcel marked delivered but not received, lost parcel and damaged parcel.

Returning an H&M order

You have 30 days from delivery; in the UK, sale and designer collection items get 14. Register the return in H&M's returns portal and choose a method.

• UK. In England, Wales and Scotland, return with Evri, at a drop-off point or by home collection; the Evri receipt lets you track it. From Northern Ireland, returns go by UPS only, at an Access Point or by collection. H&M deducts £2.99 per order from your refund, and £2.99 more for each external brand, but nothing for faulty items. In a store it's free: show the QR code from My Orders in the app, or from the order confirmation email. Wrong or missing items can't go back in a store.
• US. Stores take returns for free with the e-receipt from the shipping email. By mail, $5.99 comes off your refund: take the QR code to USPS, or print the label and drop the parcel at a post office or a USPS mailbox. Wrong or missing items can't go back in a store: contact customer service.
• Ireland. €1.99 per order, with a free An Post label, at a post office or by courier collection. Stores take returns for free.
• Canada. $3.99 by Purolator, free in a store; faulty items go back to the warehouse at no charge.
• Australia. You return with a prepaid Australia Post label, and H&M deducts $10.95 for it if you aren't a member. Online orders can't go back to a store.

The money goes back to the payment method you used, within 14 days in the UK and US. In the US, H&M emails you a tracking link once the return is on its way; in Canada, you track it on H&M's Track & Trace page. Where the return's tracking number is: returns tracking.

Can I track an H&M parcel in Peek?

Yes, with the carrier's tracking number: paste it into Peek. Here's what numbers from the carriers H&M names look like (made-up examples):

Peek recognises these by their shape alone. For Evri's 16-character numbers starting with H or T, Peek asks Evri and shows it once Evri knows the number. InPost and DHL numbers can share their shape with other carriers' numbers: Peek asks the likely ones the same way. If several carriers know a number, press "Choose"; if Peek shows the wrong one, press "Change" and pick the right carrier. For a GLS or DoorDash delivery in the US, or a Canadian order (H&M Canada doesn't name its carrier), paste the number all the same: Peek follows more than 3,500 carriers. If the order comes in several parcels, add each number.

If a parcel changes carrier on the way and the first carrier names the one taking over, Peek keeps the history from the start and follows the new carrier. Peek shows what the carrier publishes. Claims, refunds and returns go through H&M.