H&M UK complaint letter: refunds, faulty goods and delivery

Use this page to prepare a clear, structured complaint to H&M UK. The aim is to summarise what happened, what you want them to do, and the evidence that supports your position.

What this letter should achieve

• Set out the issue clearly with dates and order/reference numbers.
• Explain the impact (financial loss, inconvenience, missed event, or time spent resolving the issue).
• Request a specific remedy (refund, replacement, confirmation of return, compensation, or account correction).
• Ask for a written response within a reasonable timeframe.

Common issues people complain about (Retail & online shopping)

Typical themes include: Faulty item, Refund / return, Missing refund, Delivery issue, Account problem. Keep your complaint focused on the main issue and avoid adding unrelated matters.

What to include

Evidence: Order number, receipts, return confirmation, tracking details, photos (fault/damage), and correspondence.

• Purchase date and delivery date.
• Date the item was returned and courier tracking reference.
• Details of any promised refund or response.
• Copies of previous contact attempts (email, chat, in-store discussion).

Your rights under UK consumer law

In the UK, retail purchases are covered by the Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose, and as described.

• If an item is faulty within 30 days, you may have a short-term right to reject it and request a full refund.
• After 30 days, the retailer may offer repair or replacement first.
• For online purchases, cancellation rights under the Consumer Contracts Regulations usually allow returns within 14 days of receipt (subject to exclusions).

Referring calmly to your statutory rights can strengthen your position.

What to ask for

• Be specific about the amount to be refunded or the action required.
• If a refund is overdue, state when the return was received and when payment was expected.
• If additional costs were incurred (e.g. return postage), itemise them briefly.
• Request confirmation in writing.

Escalation and timeframes

Expected wait: Allow a reasonable period for H&M UK to investigate and respond.

Escalation route: If the issue remains unresolved after a reasonable period, consider escalation via the retailer’s complaints process, ADR routes where applicable, or your payment provider (e.g. chargeback) if appropriate.

Practical tips

• Keep your letter factual and concise.
• Avoid emotional language or speculation.
• Retain proof of posting and courier confirmation.
• Save copies of everything you send and receive.