DO NOT ORDER ONLINE! The store will not accept the return if you order online. Apparently their computers won't allow it. It's 2018 H&M programmers, get with it. How can your computers not be linked? Instead, you have to return the item by mail and they will deduct $4.99 before they refund you your money.
Also, be aware that you ONLY HAVE 30 DAYS to return your item. I ordered some pants in different colours to be sent to my daughter who is going to university in Montreal. Her birthday was November 3, and she received the parcel a day or two in advance (to be opened on her birthday). She chose which colour she wanted, and then brought me the other two pairs when she came back to Ontario December 1st so that I could return the unwanted colours. Past 30 days, no returns.
I am boycotting H&M. They have to realize that, in this day and age, customer service makes the world go around. Their service is terrible.

I ordered a outfit for my granddaughter online at approximately 9:00 pm, Monday night. When I got the email confirming my order, I saw that they doubled my order and I was charged twice when I checked my banking statement. I called the customer service department, which they stated there was nothing they could do. They said I had to wait for the delivery and return it to there store before they would credit my debit card. I informed them I lived out in them country and didn't have easy access the store but they still wouldn't stop the extra order. I'm currently in remission from having breast cancer and have had numerous surgeries in which the medical doctors have made me permanently disabled. Now my husband has to take back the items I didn't order because nobody including the manager in there customer service department gave a crap. I'll never ever again buy anything from H&M again. Signed Wendy S., in Alpine, Ca

So it all started when I found a jacket at an H&M in the mall that I liked. Of course they didn't have my size. That night I decided to buy it online. It's beem almost two weeks and I still do not have my jacket. They didn't send me an email telling me that my order was shipped. I called customer service, they insisted it's been shipped and gave me tracking number (their customer service line sucks btw, bunch of teenagers with attitude). So I asked if I could return the jacket in a physical store if I had to. NOPE. You are not allowed to return items in store, you have to send them back. It's 2019, get with the program H&M. Needless to say, I still haven't received my order. Winter will be over by the time I get this jacket. I highly suggest NOT to use their online website. Unless you want to wait forever and not be updated on your parcel whatsoever.

Completely lost my Moschino order because of 'the algorithm'. Customer Service ZERO help, Manager Z. K. (only gives his initials!) was 'completely candid" with me. Tried several cards, different banks - all rejected by H&M! (We pay our cards IN FULL EVERY MONTH, so the excuse 'my bank' was COMPLETELY INACCURATE. I used different cards from different banks. Have written a letter to HQ in SWEDEN & COMPLETELY IGNORED (unless I can hope for a reply from 2 years ago). H&M IS CRAP

I ordered from the website for the very first time and didn't realize that apparently you can't exchange or return items in store... lol anyways I got my items, one was missing (a necklace I ordered) and so I called the customer service, they said they'd reimburse me and they did so fairly quickly. The other items I ordered were just crap. The only thing I liked were the pants but the shoes and bodysuit were terrible. I ended up keeping the bodysuit but I sent the shoes back and got a refund but honestly H&M. Get your $#*! together with your returns and exchanges. Had your policy been that I could exchange online products in store I would have done that instead of wasting my time sending the items back.

Be sure they will make u wait forever for a simple question.
They mess up the size u ordered by sending you another size, after their mistake, they still won't send u the right item that u initially ordered unless u place another order to make the total over 49$ to get free shipping! What h...? Plus, I asked them to verify if the department store which nearby my house has my size, after holding for 10-15min, they told me the department store don't have my size.
At the end after waisting 30min of my lifetime with them, I decided to drive to the department store nearby, and the lady at the cashier was so nice and told me recently this happen a lot so they get a lot return because these online $#*!ty service(sending wrong sizes...) And she checked in store and they have my size!
I was so happy that they have my size and at the same time so mad at those useless staff work for hm customer service!
No more online hm for me!