H&M is making a huge change to its returns policy - and customers won't like it
H&M is making a huge change to its returns policy - and customers won't like it
Share:
H&M is increasing the cost for shoppers who are returning items by post. The high street fashion chain currently charges £1.99 per parcel to return unwanted purchases - but this will rise to £2.95 from February 3. H&M members who have signed up to its loyalty scheme will also be subject to this charge, but all shoppers will still be able to return items to their nearest H&M store for free.
H&M first introduced the fee for returns in September 2023. A host of other retailers, including New Look, Zara, Boohoo, Uniqlo and Next, also charge for online returns. H&M confirmed the update following a string of complaints from customers on social media. H&M Group - which also includes Monki, COS and other stores - has 4,298 branches worldwide.
A spokesperson from H&M told The Sun: "From 3rd February a return fee of £2.95 will be deducted from refunds for all customers. We have adjusted our returns fee to reflect the local market fee level. The fee is not applied to faulty items and returns made to H&M stores remain free. We always strive to reduce the return rate as much as possible.
"For example, we help customers find the right size and fit through various features, such as our size recommendation tool. This is also important from a sustainability perspective, as it helps us to decrease transports. Like others in the industry, we began charging a fee for online returns in the UK and Ireland for non-members some time ago. We can see that this has decreased the returns rate, and we are now extending it to all customers in the UK.".
