To return to store (will they let me)

[Notonthenewrug]

A boring one!
I ordered some items from H&M totalling £150. I never usually shop there but wanted some casual 'around the house clothes'. I didn't know what size, so orsered all items in 2 sizes.

Anyway, long story short but I returned most of the order but accidentally put a pair of trousers in there that I had worn once and washed. It was a genuine mistake as I ordered 2 sizes of each and I ended up left with the pair I meant to return that were far too big. I received an email from H&M saying as an item had been washed, it would be returned (it was the first time I had realised).

Anyway they returned the whole £150 order. I completely know it was my fault for sending back the wrong item and take responsibility for this but I'm disappointed I have £150 of clothes I don't want. 3 items I didn't even take out of packaging and 2 items I looked at but didn't even try on because I didn't like the material or quality.

I have the returns note. My question is, could I get away with returning the remaining items to store? Or will they have put a note on my account when I returned them, saying not to refund me? I'd like to get back some money if I can! Thank you.

I'm sure you could probably return them a second time as long as the time frame is still there?

I would try to return them to the store. I doubt there's a note on file but if there is I'd just explain the situation.

I think you can just send them back via post or to the store without the washed item and it will be fine.

They will be slightly out of return date by around 5 days unfortunately but this is because I returned them and then they took a week to post them back to me. I'm gutted, I hate the blooming items!

I don't know whether to just send them back by post again (but don't have a return label anymore because I used it). However, I may have them all sent back to me again!

Just take them into store at a not too busy time and explain what happened

Why would you not just phone H&M customer service and ask them how to proceed now?
03 44 736 9000

www2.hm.com/en_gb/customer-service/contact.html

@Cocomarine purely because by sending the whole order back to me, they are refusing me a refund. Hence I was hoping I could get away with returning to store instead. My main concern is that they will have a note on my account and refuse a refund. My nearest store is a 32 mile round trip in a busy town centre. I don't want to make the trip at all and definitely don't if they will refuse a refund.

Take them back. It was their fault for returning the whole order.

Unless you already have I would phone customer services and explain and ask advice - sorry if I have missed the point but I would do as @Cocomarine says and phone customer services and explain.

[quote Notonthenewrug]@Cocomarine purely because by sending the whole order back to me, they are refusing me a refund. Hence I was hoping I could get away with returning to store instead. My main concern is that they will have a note on my account and refuse a refund. My nearest store is a 32 mile round trip in a busy town centre. I don't want to make the trip at all and definitely don't if they will refuse a refund.[/quote]
Right, but nobody has told you they won’t refund you. This sounds more like a mistake on their side, or a procedure to reject the entire return.
I can’t understand why you wouldn’t phone them and just ask?
I expect they’ll say, “sorry about that, we should have only sent the trousers back - what’s your email address for a new returns note?”
All this talk of “getting away with” a store return seems rather dramatic 🤷🏻‍♀️

@Notonthenewrug - I am with @Cocomarine here I think she gives good advice - most customer services people are lovely if you can speak to them - I will not mention Hermes ( not great ) - just phone and explain the situation - if it does not work - it doesn't - but worth a try .

Thanks all. I know I can phone customer services but I worried that as they have technically already refused a refund, it would be pointless. The items were returned for a refund, so by returning them to me- they were effectively refusing to refund. Hence why I thought I'd try the shop. I was hoping there may be someone here who knows whether or not they are likely to have put a note on my record preventing a return when I go to store. Obviously I can try my luck at store but it's quite a drive with a toddler, busy and not overly accessible.

If you are outside of the return date, you will probably be wasting your time going to the store, you need to phone customer service as a pp has advised.

Phone, and ask for a return label while you're at it, stand your ground, as they shouldn't have returned anything but what you'd sent in error.

@Notonthenewrug

Thanks all. I know I can phone customer services but I worried that as they have technically already refused a refund, it would be pointless. The items were returned for a refund, so by returning them to me- they were effectively refusing to refund. Hence why I thought I'd try the shop. I was hoping there may be someone here who knows whether or not they are likely to have put a note on my record preventing a return when I go to store. Obviously I can try my luck at store but it's quite a drive with a toddler, busy and not overly accessible.

Does the email say they're refusing a refund on all items or that specific item?

They're not allowed to refuse a refund on the other items if they were in a 'new' state.

This is what the email stated "Our warehouse have received items from this order which appear to have been worn or washed. For this reason, we cannot accept the items for refund. These items are being sent back to you"

It was the one item. I couldn't work out from the email if they were sending back all or just the item/s in question. One other item arrived without a tag, so I wondered if they were also blaming me for this. However, there were 10 items in total and I assumed I'd be refunded for the other items, especially as I hadn't even opened the packaging!

As PPs have said phone Customer Services with your order number and explain - until you have done this I am not sure what else you can do - but just giving up doesn't seem like the right answer unless you have tried at least something. Also explain about the mistaken worn item. If you get a refund for minus 1 x worn item & 1 x item without label ( which you may get if they did not attach label ) surely it is worth a phone call. ( or one of those on line chat things ) Honestly I would ask - many shops want to do the right thing.

If they're too late for official return date I doubt they'll be accepted in store and if it's too much hassle for you to go to a store anyway Customer Services seems the only option.

Or sell on Ebay?

I would think they probably think you were not honest and tried to swap to send back used item instead of a new item and kept the new one.
I used to work in H&M and we regularly had customers when trying clothes in the fitting room swapping items for their used ones and kept the new one.
Also I do have account with Next and in their online terms and conditions it says that if wrong item is returned they will take it as attempted fraud and will terminate the account. ( Next once sent me wrong item- a man jumper instead of a backpack so I read the conditions, luckily the item they sent me had the same code attached as the item I wanted to receive- so not problem)

You just need to phone them OP. Nobody can tell you the answer on here. Given you are outside the normal return dates going into the store is pointless. You need to speak to customer services and ask.

I’ve found that H&M are pretty strict about their returns but it may just be the store I used to use.

You just need to phone them sorry.

Oops sorry posted too soon.

They will explain whether they can do anything. It's not pointless to phone, they'll tell you either way.