How to complain to H&M UK about a purchase

Official H&M complaint and contact options

Step 1: make the initial complaint

Set out the order or receipt reference and distinguish an item problem from delivery, return handling or an outstanding refund. For an online order, include the return record and the item-level amount you dispute rather than only a payment statement.

H&M’s contact page directs Klarna payment questions to Klarna, and its terms describe Klarna as a separate payment agreement. Explain the H&M order problem to H&M; raise a dispute about Klarna’s own payment handling with Klarna. One support conversation does not automatically resolve both issues.

Step 2: request review if unresolved

If Customer Service’s answer misses the issue, reply with the case history and ask H&M to reconsider it. This request is practical guidance, not a separately published internal appeal department.

For a dispute you have not been able to settle directly, H&M’s published ADR information says it subscribes to Consumer Arbitration. Review the scheme’s current eligibility guidance before applying. Its FAQ requires a final written response or eight weeks given to the trader to respond; other scheme requirements also apply. This is not an eight-week promise that H&M will resolve every complaint, and a ParcelClaim draft does not submit an arbitration application.

The scheme’s FAQ says consumers pay an upfront fee, reimbursed as part of the remedy if the decision is in their favour, and that its arbitration outcome is legally binding. Read those conditions before choosing this route; it is separate from ParcelClaim’s £2.99 letter service.

Information and evidence to have ready

• Order reference or store receipt, product details and purchase channel.
• Customer Service emails or chat records and any final written response.
• Return registration and handover receipt, plus the refund amount requested.
• The distinction between an H&M order/refund issue and any separate Klarna payment dispute.

H&M parcel, order and refund complaints

• Order or delivery complaint: see H&M missing-order help for parcel troubleshooting and use Customer Service to dispute the outcome.
• Return refund disagreement: check H&M’s current return instructions for your purchase channel and preserve the handover record. Lost-return help addresses a missing return parcel.
• Contents missing or damaged: identify the exact item and retain packaging; use missing-item guidance or delivery-damage help.

Official sources

Checked on 3 October 2026. Use these published sources to confirm current details. Preparation advice and requests for further review are ParcelClaim’s practical guidance unless an official procedure is specified.

• H&M UK Customer Service
• H&M UK terms: complaint handling and contact details
• H&M alternative dispute resolution information
• H&M return methods and refund help
• Consumer Arbitration eligibility and application guidance