H&M tracking

What is H&M?

H&M, short for Hennes & Mauritz, is one of the world's largest fashion retailers. This Swedish company has established itself as a key player in accessible fashion, offering trendy clothing at affordable prices for the whole family. With a presence in more than 75 countries and thousands of stores worldwide, H&M embodies the fast fashion concept that has revolutionized the textile industry for several decades.

H&M's history began in 1947 in Västerås, Sweden, when Erling Persson opened his first store called "Hennes," which means "for her" in Swedish. Initially, the store focused exclusively on women's fashion, offering clothing inspired by trends observed during trips to the United States. Success was immediate and the company expanded rapidly throughout Sweden during the 1950s and 1960s.

A major turning point came in 1968 when Erling Persson acquired Mauritz Widforss, a Stockholm store specializing in hunting articles and men's clothing. This acquisition marked the birth of "Hennes & Mauritz" and the beginning of diversification into men's fashion. The company adopted its current name, gradually shortened to H&M, and expanded its range to reach a wider customer base.

• Year of establishment: 1947, in Västerås, Sweden, under the name Hennes
• Founder: Erling Persson, a visionary Swedish businessman
• Headquarters: Stockholm, Sweden, where the group maintains its global decision-making center
• Annual revenue: Over 20 billion euros per year, placing H&M among the world's largest fashion groups
• Workforce: Over 100,000 employees worldwide
• Number of stores: Over 4,500 H&M retail locations across the globe

H&M's international expansion accelerated from the 1960s onward. The first store outside Sweden opened in Norway in 1964, followed by Denmark, the United Kingdom, and Germany. The company then crossed the Atlantic to establish itself in the United States in 2000, before conquering Asia, the Middle East, and other regions worldwide. This rapid growth allowed H&M to become the world's second-largest fashion retailer, just behind Spanish group Inditex, owner of Zara.

The group's leadership has undergone several changes over the decades. After Erling Persson, his son Stefan Persson took the helm, continuing global expansion. More recently, Helena Helmersson served as CEO from 2020 to 2024, before handing over to Daniel Ervér in January 2024. The Persson family remains the group's principal shareholder, ensuring continuity in the company's strategic vision.

Beyond H&M itself, the group has developed a portfolio of complementary brands to meet the expectations of different customer segments. COS, launched in 2007, offers a minimalist and timeless style with premium positioning. Weekday targets streetwear and denim enthusiasts with a distinctly urban approach. & Other Stories offers women's ready-to-wear, accessories, and beauty products with a more premium touch. ARKET, created more recently, emphasizes sustainable essentials with a clean Scandinavian style. Monki, a creatively audacious brand targeting young people, will be gradually integrated into Weekday, marking a restructuring of the group's brand portfolio.

H&M's business model is built on its ability to offer clothing inspired by the latest trends at accessible prices. The company constantly refreshes its collections to follow fashion developments while maintaining attractive pricing. This approach has allowed H&M to build customer loyalty across a wide range of demographics, from teenagers to adults and families. Collaborations with renowned designers such as Karl Lagerfeld, Versace, Balmain, and celebrities like Beyoncé have also helped strengthen the brand image and create highly publicized commercial events.

Which countries does H&M deliver to?

H&M has an exceptionally extensive commercial presence worldwide. The Swedish retailer operates in more than 75 geographic markets, combining a dense network of physical stores and an expanding e-commerce business. This international coverage allows customers in many countries to access H&M collections, whether in stores or through online sales platforms.

In Europe, H&M is present in almost every country. The company's main European markets include Germany, which represents the group's largest market in terms of revenue, followed by the United Kingdom. France is H&M's fourth largest market globally, behind Germany, the United States, and the United Kingdom. The company also has a strong presence in Spain, Italy, the Netherlands, Belgium, Switzerland, Austria, and the Scandinavian countries, its historical home.

On the American continent, the United States represents H&M's second largest global market after Germany. The company opened its first U.S. store in 2000 on Fifth Avenue in New York and now has hundreds of locations across the country. Canada is also an important market, with significant presence in major cities. In Latin America, H&M has expanded to Mexico, Chile, Peru, Colombia, and Uruguay. The group has announced the opening of its first store in Brazil in São Paulo, marking a new milestone in its expansion on the continent.

• Europe: Germany, France, United Kingdom, Spain, Italy, Sweden, Norway, Denmark, Finland, Netherlands, Belgium, Switzerland, Austria, Poland, Portugal, Greece, Czech Republic, Hungary, Romania, and many other countries
• North America: United States and Canada with complete national coverage
• Latin America: Mexico, Chile, Peru, Colombia, Uruguay, and soon Brazil
• Asia-Pacific: China, Japan, South Korea, India, Australia, Singapore, Malaysia, Indonesia, Philippines, Thailand, Vietnam, and other Asian markets
• Middle East: United Arab Emirates, Saudi Arabia, Kuwait, Qatar, Bahrain, Oman, Egypt, Israel, Turkey, and Lebanon
• Africa: South Africa and Morocco primarily

Regarding online order delivery, H&M offers e-commerce services in most countries where the company is present. Each country typically has its own localized website, adapted to local market specifications in terms of language, currency, and delivery options. Customers can order from their country's H&M website and choose from various delivery options tailored to their needs.

For customers living in countries where H&M does not deliver directly, alternative solutions exist. Reshipment services allow you to obtain a delivery address in a served country, then have packages forwarded to your final destination. These services are particularly useful for accessing specific collections from certain markets or for ordering from countries not covered by H&M's distribution network.

The H&M group's sister brands, including COS, Weekday, & Other Stories, and ARKET, also offer online sales with international coverage. These brands provide worldwide sales services that allow customers in approximately 70 additional markets to order online, even without physical stores in their country. This omnichannel strategy allows the group to extend its commercial reach far beyond its store network.

Which carriers does H&M use?

To deliver online orders, H&M relies on a network of carefully selected partner carriers. The choice of carrier depends on the destination country, the delivery method chosen by the customer, and local logistics constraints. This diversification of partners allows the company to optimize delivery times and costs while ensuring complete geographic coverage.

H&M has established partnerships with several major carriers in each country where the company operates. This multi-carrier strategy allows offering customers a range of delivery options suited to their preferences, whether home delivery, pickup points, or express solutions. Logistics partners are selected for their reliability and the density of their distribution network.

• Colissimo La Poste: La Poste's parcel delivery service handles part of H&M shipments in France. Colissimo benefits from unmatched national coverage with over 18,000 contact points, including post offices, Pickup relay points, and automated lockers. This partnership guarantees reliable delivery across all of French territory, including rural areas.
• Mondial Relay: Specialist in pickup point delivery, Mondial Relay offers a network of nearly 5,000 deposit points in France. This carrier is particularly appreciated for the flexibility it offers recipients, who can collect their packages near their home or workplace according to extended hours.
• Chronopost (DPD): For express deliveries and speed requirements, H&M calls on Chronopost. This carrier, part of the DPD group, has a network of 7,500 relay points in France and 28,000 in Europe. Chronopost is preferred for 24-hour or next-day delivery options.
• Colis Privé: This French carrier also participates in H&M order distribution, particularly for standard home deliveries. Colis Privé has developed an efficient distribution network across metropolitan France.
• Stuart and Swoopin: For eco-responsible deliveries in major cities, H&M collaborates with these urban delivery players. These partners use low-emission transport modes, such as electric vehicles and cargo bikes, to ensure last-mile delivery in a more environmentally responsible manner.

Internationally, H&M relies on major global logistics players. UPS (United Parcel Service), the leading American carrier, handles a significant portion of international shipments thanks to its global air and ground network. DHL, a German international express specialist, handles deliveries to many destinations worldwide. FedEx complements this with its fast delivery solutions, particularly effective on transatlantic routes.

In the United States, H&M frequently uses USPS (United States Postal Service) services for domestic deliveries. In Europe, the Hermes carrier, very present in Germany and the United Kingdom, is among preferred partners. GLS (General Logistics Systems) also handles standard deliveries in several European countries.

The H&M group is placing increasing emphasis on the environmental dimension of its logistics. The company prefers maritime or rail transport when possible for moving goods to its distribution centers. For last-mile deliveries, H&M encourages the use of electric vehicles and low-impact delivery solutions in urban areas. This approach is part of the group's overall sustainable development strategy.

What are H&M delivery times?

H&M offers several delivery options allowing customers to choose the shipping method best suited to their needs and budget. Delivery times vary depending on the option selected, the destination, and any logistical challenges. The company displays an estimated delivery time during checkout, enabling customers to make an informed choice.

Standard delivery is the default option for most orders. This shipping method generally allows customers to receive their order within 3 to 5 business days after shipment. This timeframe may vary slightly depending on the recipient's location and carrier capacity, particularly during peak business periods such as sales or holiday seasons.

For customers wishing to receive their purchases faster, H&M offers express delivery or 24-hour delivery options. This premium service allows customers to receive their order as soon as the next business day after shipment, provided they order before the cutoff time indicated on the website. This option is particularly popular for last-minute purchases or urgent needs.

• Standard home delivery: 3 to 5 business days, the most economical option for receiving your order at home
• Pickup point delivery: 2 to 4 business days, allowing you to collect your package at a partner store nearby
• Express 24-hour delivery: 1 business day, available for orders placed before the cutoff time, typically early afternoon
• Eco-responsible express delivery: 1 to 2 business days, using low-emission vehicles for last-mile delivery
• Click & Collect: Variable depending on the store chosen, typically available within a few days after order confirmation

Pickup point delivery represents an interesting alternative for customers who cannot be present at home to receive their package. This service allows customers to collect their order at a partner store according to generally extended hours compared to traditional postal services. Availability is typically 2 to 4 business days after shipment.

During peak business periods, such as summer and winter sales, Black Friday, or holiday seasons, H&M may offer special delivery services. Same-day delivery is sometimes available in certain major cities, allowing customers to receive their order just a few hours after placing it. These occasional options depend on the customer's location and current logistics capacity.

It is important to note that advertised delivery times correspond to transport time once the package is handed to the carrier. The total time between order placement and package receipt also includes warehouse preparation time, which may take an additional 1 to 2 business days. In case of partial stock shortages, some items may be shipped separately, which may modify the originally estimated timeframes.

For international deliveries, timeframes are naturally longer. Depending on the destination, you should generally allow between 1 and 20 days to receive your order. Shipments to neighboring countries are typically faster, while deliveries to distant destinations require longer times, to which customs formalities may be added.

What are H&M shipping costs?

H&M's shipping pricing policy aims to offer a balance between accessibility and service quality. Shipping costs vary depending on the delivery method chosen, the customer's membership status, and the total order amount. The company regularly offers promotional discounts on shipping fees to encourage online purchases.

For non-members of the H&M loyalty program, standard shipping costs €4.99 for home delivery. Pickup point delivery is offered at a slightly lower rate, generally around €3.99. These rates may change, and it is recommended to check current conditions on the official website at the time of order.

Membership in the H&M loyalty program provides significant advantages on shipping costs. Program members can enjoy free shipping from a certain purchase amount, which represents considerable savings for regular or bulk purchases.

• Standard home delivery (non-members): €4.99
• Pickup point delivery (non-members): €3.99
• Standard delivery (Core members): Free from €50 in purchases
• Standard delivery (Plus members): Free with no minimum purchase
• Click & Collect in store: Free, with no minimum purchase
• Express 24-hour delivery: Variable supplement depending on options chosen
• Eco-responsible express delivery: €7.99, using low-emission vehicles

Click & Collect is the most economical option as it is completely free, regardless of order amount. This service allows you to order online and pick up your purchases at the H&M store of your choice, offering maximum flexibility at no additional cost. This is a particularly interesting option for customers with an H&M store near their home or workplace.

It should be noted that H&M has updated its free shipping policy for members of its loyalty program. Previously offered more widely, free shipping is now conditional on minimum activity level or purchase threshold. Plus-level members, which corresponds to the premium tier of the loyalty program, continue to enjoy free shipping with no minimum amount required.

For new loyalty program members, H&M typically offers an attractive welcome offer including 10% off the first purchase plus free shipping. This incentive allows new customers to discover program benefits from the moment they sign up.

What are H&M delivery options?

H&M has developed a complete range of delivery options to accommodate different lifestyles and customer preferences. Whether you're frequently away from home, prefer to pick up your purchases in-store, or need urgent delivery, the company offers a solution suited to every situation.

Home delivery remains the most traditional and most requested option. The package is sent directly to the address provided at checkout. If the recipient is absent, the carrier may, depending on circumstances, leave a delivery notice, drop the package with a neighbor (with prior consent), or deposit it at a nearby pickup point. H&M sends notifications by email and sometimes by SMS to keep customers informed of their delivery progress.

Pickup point delivery offers appreciated flexibility for people whose schedules don't allow them to be home. The package is deposited at a partner store (tobacconist, newspaper stand, convenience store, etc.) that the customer selects at checkout. The Mondial Relay network has approximately 5,000 pickup points in France, while Colissimo offers over 18,000 contact points. The extended opening hours of these stores allow you to pick up your package according to your availability.

• Standard home delivery: Reception at your chosen address within 3 to 5 business days
• Express home delivery: Reception as soon as the next day for orders placed before the cutoff time
• Pickup point delivery: Collection at a nearby partner store within 2 to 4 business days
• Click & Collect in store: Free collection at the H&M store of your choice
• Eco-responsible delivery: Transport via low-emission vehicles in certain urban areas

Click & Collect allows you to order online and collect your purchases free of charge at an H&M store. This option has several advantages: it's free, it allows you to check items on-site before leaving, and it offers the possibility of completing your purchase in-store or making an immediate exchange if necessary. A notification is sent as soon as your order is ready for collection.

H&M has also deployed automated lockers (lockers) in some of its stores. These Cleveron lockers allow you to retrieve or return packages independently, without having to wait in line. The customer receives a pickup code that they enter on the locker screen, and the compartment containing their order opens automatically. This system enables quick collection, in less than 10 seconds on average, offering a smooth and convenient experience.

The company also offers eco-responsible delivery options in certain major cities. These deliveries are handled by partners using electric vehicles or cargo bikes for last-mile delivery. While slightly more expensive, this option appeals to environmentally conscious customers looking to reduce the carbon footprint of their purchases.

Customers can modify their delivery preferences after placing their order, under certain conditions. Rescheduling delivery or changing the pickup point are generally possible as long as the package hasn't already started its final delivery. These changes can be made through order tracking on the H&M website or directly with the carrier.

What should I do if my H&M order is lost or damaged?

Although H&M and its partner carriers make efforts to ensure reliable and secure delivery, incidents can sometimes occur. A package may be delayed, damaged in transit, or in rare cases, never reach its destination. The company has established clear procedures to handle these situations and help customers toward a satisfactory resolution.

If your package doesn't arrive within the expected timeframe, the first step is to check your order tracking status. Log into your H&M account and go to the "My Orders" section to see your delivery status. The tracking number provided also allows you to check directly with the carrier where your package is. A delay of a few days, particularly during peak business periods, doesn't necessarily mean the package is lost.

If tracking indicates the package was delivered but you haven't received it, several checks are needed. Make sure a household member didn't receive the package in your absence. Also check with neighbors, as some carriers may leave packages with a neighbor with consent. Check your mailbox for a delivery notice indicating drop-off at a pickup point or post office.

• Step 1: Check your order status on the H&M website or through carrier tracking
• Step 2: Wait a few additional days if the estimated timeframe hasn't been significantly exceeded
• Step 3: Contact H&M customer service by phone, email, or chat to report the problem
• Step 4: Complete the online claim form if requested, providing your order number and any helpful information
• Step 5: Keep all correspondence and proof in case you need follow-up

To report a lost, stolen, or damaged package, the most direct way is to contact H&M customer service. Log in to your account on the website or app, then go to the help or customer service section. Select the option matching your situation, whether it's an undelivered package, a package marked as delivered but never received, or items damaged upon receipt.

In case of a damaged package, it's important to photograph the condition of the packaging and items upon receipt. This evidence will be useful to support your claim with customer service. If damage is discovered at delivery, you can refuse the package and report it immediately to the carrier.

H&M generally commits to finding a satisfactory solution for the customer, whether by sending replacement items or damaged articles, refunding the order, or issuing a credit. The time to process claims varies depending on case complexity, but customer service strives to respond as soon as possible.

If customer service's response doesn't satisfy you or your claim is unsuccessful, remedies exist. You can appeal to a consumer mediator or contact a consumer association for support. H&M also offers an ADR (Alternative Dispute Resolution) procedure for dispute settlement. As a last resort, a court can be asked to settle the matter.

How to contact H&M?

H&M provides customers with several communication channels to answer their questions, handle their claims, or assist with their purchases. Whether you prefer phone, email, live chat, or social media, the company strives to offer accessible and responsive assistance.

Phone customer service is the most direct way to get a quick response. H&M France offers a toll-free number, 0805 08 88 88, allowing you to reach an advisor at no cost. This service is available with extended hours to accommodate everyone's schedules.

Phone customer service hours are as follows: Monday to Friday from 8am to 9pm, Saturday from 9am to 8pm, and Sundays and public holidays from 9am to 5pm. These hours may be adjusted during certain periods, so it's recommended to check the official website if unsure. Wait times may be longer during peak periods, particularly during sales or holidays.

• Phone: 0805 08 88 88 (toll-free call from France)
• Email: [email protected] for any question or claim regarding an order
• Live chat: Available on hm.com, open Monday to Friday from 8am to 5:30pm and Saturday from 9am to 4:30pm
• Mailing address: H&M Hennes & Mauritz Sarl, 2-4 rue Charras, 4th floor, 75009 Paris
• Social media: Facebook, Twitter/X, and Instagram to contact the team by private message

Live chat is a convenient alternative for those who prefer written exchanges. Accessible from the customer service page of the H&M website, this service allows real-time dialogue with an advisor. A virtual assistant may first attempt to answer common questions, then redirect to a human agent if needed. Chat is available during the same hours as phone service.

Email remains a relevant option for requests that don't require an immediate response or that require sending attachments (photos of damaged products, screenshots, etc.). The [email protected] address allows you to submit any question or claim. It's advisable to include your order number, contact information, and a precise description of your request to facilitate processing.

Social media is a complementary channel for contacting H&M. The company is present on Facebook, Twitter/X, and Instagram, and its teams respond to customer private messages. This option is particularly suited to quick questions or feedback. Social media also allows you to stay informed about new items, promotions, and company events.

The official H&M website has a very comprehensive FAQ (Frequently Asked Questions) section that answers the most common questions about orders, delivery, returns, the loyalty program, and many other topics. Consulting this resource before contacting customer service may provide an immediate answer without wait time.

Understanding tracking statuses

When tracking an H&M package online, different statuses may appear to inform you of your delivery progress. These statuses are updated as the package transits, from warehouse preparation to final delivery. Here are the main statuses and their meaning: