In 2010 I wrote a post about H&M Online and after getting quite a lot of comments i've decided to write a bit of an update. I've ordered from H&M several times now and I think i've just about got my head around their very confusing online shopping experience. I wouldn't say there's anything wrong with it; it's just not clear enough about how it works and if you're not very patient I wouldn't say that you'd be the most satisfied customer in the world. I love H&M for their affordable prices and the range of clothes they offer and if i'm shopping online or in one of their stores I know there will be something in there that i'll like.
I think the main thing that people are getting frustrated about is that not every item that is available is in stock for immediate dispatch. This means that you'll be given an estimated date of dispatch which can range from a few days to a few months meaning that it might be quicker to purchase from a store rather than online. I have found that some items are dispatched a lot quicker than the date you're given so I don't always look at it when i'm making an order. There have also been times when my order has been separated up at the checkout because of dispatch dates and i've not been allowed to purchase some items which seems a bit stupid. To get around this I just find a similar cheap item with a similar dispatch date and add it to my basket. If you're lucky the item you want will be dispatched first and you can cancel the item you don't want in the My H&M section of your account. Alternatively you can just return the item you don't want to a store and you can still purchase the item you do want.
I've also found that when H&M say they've dispatched your order it probably won't get to you until about a week after that date which is something to bear in mind. If you've made quite a big order it will probably come with a proper delivery driver (you can check by going into your account and seeing if it allows you to track your order) which means you'll have a good idea of when it will arrive. H&M normally send you a text on the morning that your order will arrive too. Smaller orders will come with Royal Mail so you have to be fairly patient (we all have our own idea of how reliable Royal Mail are!) mine usually comes with my normal postman but I think it might depend on where you live.
In terms of returns; i've only ever returned something to a store which has never been a problem. You don't get the money refunded onto the card you paid on but instead you get a Gift Card containing the value which you can spend in store. I don't mind this but if you're not the biggest lover of H&M or you don't have a store near you then this might be a bit of a problem. There is an alternative returns service which i've never used myself which might be a bit more convenient especially if you want the money refunding back onto your card.
My favourite thing about their online store is the fact there are always a few discount codes floating around so I rarely pay the same as i'd pay if I was to visit a store. I've always thought £3.95 for delivery was expensive but their £5 off discount code (1304) works a treat every time I make an order so I always get £1.05 off my order and free delivery which isn't something to complain about! There are also a few codes around for things like 10% off your entire order or 25% off one item so you can usual get yourself an additional saving there too :)
I hope this is helpful and if anyone has any comments or anything else to add feel free to let me know below :)