HOME CUSTOMER SERVICE COVID-19 FAQ

Q: Will my order from online be delivered on time? 

A: We are currently operating with normal delivery times from our warehouses. It is our aim to continue to do so whilst ensuring the safety and wellbeing of our team. Should we expect any delays you will receive an email directly from the brand to let you know.
  

Q: Why is my delivery is delayed?  

A: There may be some delays to deliveries right now with different restrictions being planned on postal services, we recommend contacting your delivery provider for the latest update on any disruptions.
  

Q: Can I have my order delivered to a pick-up-point?

A: Some of our pick-up-points are currently closed in line with local regulations. You’ll find more details on our Delivery Information page.
 

Q: How will my online orders be delivered safely? 

A: Our couriers are working hard to adapt during this time. They will maintain a safe distance when delivering parcels and signing for parcels is no longer necessary. You can also choose a safe place location for your delivery. 
  

Q: Can I still use Klarna Pay at this time?  

A: Klarna is still operational during the COVID-19 pandemic. You can find out more information about Klarna’s Buyer’s Protection Guarantee here. 
  

Q: Will my order be clean of virus transmission?  

A: At our distribution centres the wellbeing of our team is our number 1 concern right now. We have taken several steps in our facilities to ensure they are safe working environments for our team. All packages arriving from COS are wrapped in ecofriendly plastic to ensure the utmost hygiene. 
  

Q: How are you keeping your warehouse staff safe?  

A: We have taken increased measures in all our warehouses to ensure the safety and wellbeing of both our staff and customers, including providing all staff with hand sanitiser and soap, implementing healthy distance guidelines and enhanced cleaning routines.
  

Q: Is my local store currently open? 

A: We’re reopening our stores in line with local government guidelines. For the most up-to-date opening times of stores near you, please take a look at our Store Locator.

Q: Can I return the garments I purchased in store using your online returns service?

A: Unfortunately, we do not accept returns of garments purchased in store through our online returns service.

Q. Do I need an appointment?

A: In some countries, you will need to make an appointment before visiting our stores. More information on which stores are open by appointment only can be found here.

Q: How are COS and the H&M Group helping their community during the COVID-19 pandemic?

A: In support of the incredible medical teams around the world our company, the H&M Group, is taking action.​ As a first step, our global supply-chain are preparing the production of masks for healthcare workers. You can find out more about this initiative here.
  

Q: How do I get in touch with Customer service?

A: Details for our Customer service team can be found here. We are currently busier than usual, and our responses may take longer than normal but our team are working hard to assist with every enquiry and will get back to you as soon as possible. We thank you for your patience.