H&M is a clothing retail company that is based out of Switzerland. They operate several stores in 53 different countries. H&M is the second largest clothing retail in the store and ranks slightly higher than GAP, a US based company. We found that H&M is upgrading their stores throughout the US. A recent store that opened up in Hawaii in March of 2014 has unique artwork from local Hawaiian artists, a commentary on the cultural life of Hawaii. H&M prides itself on making each regional or area store unique to the locale.
There are many good things about H&M in terms of its corporate DNA. They control all of their retail operations in Europe, making sure that the right number of products is produced. This results in a high availability of their items online at a reasonable price. We also found that on the H& M website that there were very few items that were sold out. There is nothing more frustrating for a customer when they see a special item on sale that is no longer available.
H&M also prides itself on charity. They have a partnership with UNICEF and have raised more than $5 million for that organization. This was one of the few charity-friendly online clothing retailers that we found while doing research for this review process.
The Good: H&M
H&M has a loyal fan base for many reasons, some of which includes:
Finding items of clothing at an affordable price is one of if not the most important aspects of a particular store. H&M excels in this category while maintaining high standards of quality and trendiness. Prices vary between categories, but it’s reasonable to see t-shirts and long-sleeve shirts available for a low $5 to $12. There is a large number of products listed on their website. The product search tool helps locate clothing type, brand, and what other customers have purchased. You can also see other items that are particularly a good fit from similar clothing items of your choosing. There are several unique designers featured as H&M products, including Versace. They frequently reach out to designers in the industry to make items that would be appropriate fits for their stores.
As you shop online through the H&M catalog, you will be greeted warmly with multiple promotions designed to help you save money. For example, currently H&M has a promotion that allows shoppers to save 30% off their purchase. Another promotion gives you 20% off when you sign up for their newsletter. These and other promotions are time sensitive but thankfully are replaced with other, sometimes even better, promotions when time runs out.
H&M has Been in Business over 16 Years
The online clothing business can be a challenge to break into and develop a passionate and loyal customer base. H&M has been able to do this over the past 16 years they have been operating in the United States. Their processes for both in-store and online over the years should give potential shoppers an element of confidence as they become customers. Shopping for clothes online can be a messy business with returns and refunds, and their rating indicates adequate customer resolution practices being in place currently. H&M also provides clothing options for men, women, and kids. This allows their store to become more of a one-stop shop for families searching for clothes.
The Bad: H&M
H&M falls short in two distinct areas:
Average Return Policy
While H&M has low prices and trendy products make them an enticing company to shop from, their return policy is average at best. Their return policy states 30 days being given from a purchase date to when a return will no longer be accepted. H&M does not accept items that have been worn or damaged. While there are stores who have policies much longer and shorter than this, their policy falls right in the middle of the road as far as valuable return policies are concerned. Another unfortunate feature is you can’t return items purchased online in the physical store nor can you mail in store items in order to get a refund. This makes the return process frustrating for some customers.
H&M Does Not Offer Free Shipping
No free shipping option is included on their website. However, as you dig deeper into their policy it’s relatively easy to see why it would be valuable to many shoppers nevertheless. Most orders are delivered within 3 to 5 business days (an additional 2 days should be given for rural addresses) and there is a flat shipping rate of $5.95 regardless of the size and weight of your package. If you have a heavy, possibly more expensive order, you won’t be breaking the bank even without a free shipping option.
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The Bottom Line
Overall, we recommend H&M to those searching for clothing items that are affordable and stylish. Their merchandise and costs are extremely competitive, their sale items were not frequently selling out, and customers can find deals on items and not worry about a “sold out” mark on that sale item they are wanting to purchase. However, the H&M return policy has less to be desired and they do not offer free shipping. Regardless, H&M is a solid online clothing store option that will help you look stylish and save money.
Clothing Price and Quality
H&M has low-priced clothing. It’s good quality clothing, even a few name brands, but it is priced relatively cheap. Their low prices are their biggest asset.
You do not need to have a membership in order to review their website catalog. You will need to open an account to place an order however.
There isn’t an online review tool for clients; however, you can see what other people are purchasing in addition to a particular item. This helps you select a style that other customers have picked.
Shipping is $5.95, and doesn’t matter if you have a large package or a small package. Although there is no free shipping option, the uniform shipping prices are a good deal for buyers.
There is a medium selection size with H&M. We found that there were 72 pants available, while with T-shirts and vests there were about 100 different items available.
H&M has frequent specials, some of which change weekly. Their promotions throughout the site are valuable for shoppers looking to save money.
The customer service experience was pretty good, overall. There were mostly positive reviews online for H&M, though some customers complained about returns and the slow shipping process in some cases. You can call and email for customer service support, or visit a physical H&M store.
H&M has both an online presence and physical stores. Their most recent US store opened up in Hawaii in March of 2014.
Time in Business
H&M has been doing business in the USA since 1999.
Company Contact Information
Phone: (212) 564-9922
215 Park Ave. South, 15th floor, New York, NY10003
Email form on website
The return policy for H&M is a little bit complicated. They honor returns of store and online orders for 30 days only if it has not been worn or damaged at all. You cannot return things from online into an H&M store. You also cannot return store merchandise to the shipping center via mail.