H&M UAE: delivery, returns and customer service
Reviewed by Huda SalehUpdated
In short
Here is how delivery, returns, refunds and payment work for H&M orders placed in the UAE, including the exceptions that catch people out. The key numbers are AED 19 for standard delivery below the free-delivery level and a 14-day return window.
| Free delivery from | AED 149 |
|---|---|
| Standard delivery fee | AED 19 |
| Return window | 14 days |
| Free returns | Not published |
| Cash on delivery | Yes |
| Pay later | Not published |
From H&M’s own pages for UAE, read (partly from search snippets of those pages).
Customer service
The H&M UAE pages on file do not give a customer service phone number, email address or hours, and we could not reload them on 26 October 2026. For returns, the stores are the most direct human contact: most online purchases can be taken back over the counter, with the brand exceptions explained below.
Delivery and Click & Collect
Standard home delivery is AED 19. The delivery information page sets free delivery above AED 149, while AED 99 appears on certain product pages; the order summary is where you see which applies to your basket. For a basket of AED 120, that difference decides whether you pay AED 139 or AED 120.
Instead of a courier you can pick Click & Collect, so you can choose a store pickup at checkout instead of a courier. H&M does not publish UAE delivery times or emirate-by-emirate details in the facts we hold.
Tracking and changes
The H&M MENA app serves the UAE and shows each stage of an order from purchase to delivery, according to its App Store listing. H&M does not publish how to edit an address or remove items after ordering, so check the basket, the delivery or pickup choice and the payment method before you confirm.
Cancelling
A cancellation procedure for UAE orders is not part of the facts we hold. If an order is already on its way, the 14-day return is the reliable fallback, and returning the complete order also brings back the delivery fee.
Returns, online and in store
Web orders have a 14-day return window, and they can go back through the website or over a shop counter. The exception is Monki, & Other Stories and Nike products bought on the H&M UAE site: those can only go back through the online route, so a mixed order may need two separate returns.
- Count 14 days from receiving the order and keep your order details.
- Sort the items: Monki, & Other Stories and Nike pieces go into the online return.
- Take the remaining H&M items to a store, or add them to the online return if that is easier.
- If you are sending back the whole order, return every item so the original shipping fee is refunded too.
- Keep any return reference or store receipt until the refund appears.
Refunds
The returned items are refunded. The original shipping fee is added back only when you return the entire order. As an example, on an AED 130 order with AED 19 delivery, sending everything back returns AED 149, while keeping one item and returning the rest refunds only the items you sent. H&M does not publish refund times for the UAE in the facts we hold.
Payment methods
At checkout H&M UAE accepts Visa, Mastercard, Apple Pay and cash on delivery. A buy-now-pay-later page exists on the UAE site, but the facts we hold do not name the provider or its terms. For codes, see the H&M UAE coupon page.
Saving at H&M in the UAE
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Frequently asked questions
Can I return a Nike item bought on H&M UAE to a store?
No. Nike, Monki and & Other Stories products bought through the H&M UAE site can only be returned online. Regular H&M items from the same order can still go back in store within 14 days. If you are returning the whole order, include the Nike piece in the online return so you qualify for the shipping fee refund.
How do I get the AED 19 delivery fee back from H&M UAE?
Return the entire order. H&M UAE refunds the original shipping fee when every item comes back, but not on a partial return. If even one piece is kept, only the returned items are refunded. Orders above the free-delivery level, AED 149 on the delivery page or AED 99 on some product pages, carried no fee in the first place.
How does Click & Collect work at H&M UAE?
Choose it at checkout instead of home delivery and pick the store you want to collect from. H&M lists it as an alternative to courier delivery. Pickup times, holding periods and any fee are not stated in the facts we hold, so read the confirmation message for those details before you go to the store.
How can I follow my H&M order in the UAE?
Open the H&M MENA app, which serves the UAE and, per its App Store listing, tracks an order step by step from the online purchase until it is delivered. Sign in with the email you used to order. If you checked out on the website, the order should still appear once you log in to the same account in the app.
Can I pay cash for an H&M UAE order?
Yes. Paying cash to the courier sits on the payment list, along with Visa, Mastercard and Apple Pay. A separate cash-on-delivery fee is not stated in the facts we hold, so check the total in the order summary. If you pick Click & Collect, confirm at checkout which payment options appear for pickup orders.
What is the deadline for returning an H&M order in the UAE?
Fourteen days. Within that period web orders may go back online or in a shop, except Monki, & Other Stories and Nike items, which must be returned online. If you plan a store visit near the deadline, remember that online returns of those three brands still have to be started within the same 14 days.
Sources
- ae.hm.com/en/fragments/delivery-information/home-delivery-options
- ae.hm.com/en/returns-refunds
- ae.hm.com/en/terms-and-conditions-sale
- ae.hm.com/en/fragments/delivery-information/delivery-info-payment-options
- apps.apple.com/app/id1445040108
H&M in other Gulf countries
H&M KSA: delivery and returnsH&M Kuwait: delivery and returns