H&M has started charging for returns, with concrete rules varying by country. While in the Benelux going to a store to return an online order remains free, British customers will have to pay for that as well.
Belgian customers now have to pay 1.95 euros if they want to return an online order, which is deducted from the refund. However there are a number of exceptions: they can still return items to a physical H&M shop for free, for example.
Delivery and returns also remain free for Plus members. These are customers who are members of H&M’s free loyalty programme, and have accumulated more than 300 points by making purchases (1 euro = 1 point) or by recycling clothes or inviting friends, for example. H&M has been betting heavily on its membership programme lately. For example, anyone who wants to rent party clothes through the new Rental service must also be a member.
The return rules vary by country, though. In the United Kingdom, for example, there is a 1.99 pound ‘surcharge’, both for returns by post and returns in shops.