Return Policy

You have 30 days to decide if an item is right for you. If you decide to make a return or exchange, head to any ZenShop store in the United States (excluding Puerto Rico), or register your return in the return portal.

RETURN POLICY

ZenShop will refund most items within 30 days of purchase so long as they are in resellable condition, provided it has not been damaged, soiled, washed, altered or worn and that all labels and tags are attached, including furniture which must be disassembled and returned in it's original packaging. The following exceptions are in place:

• After 30 days you will receive an e-merchandise credit.
• For returns to our online warehouse, there will be a return fee of $2.99 for ZenShop Members and $5.99 for non-Members. ZenShop Plus Members receive free online returns.​ Returns in-store are always free!
• For hygiene and safety reasons, we can only accept returns of Beauty items if the product is unopened.
• Undergarments are Final Sale for hygienic reasons.
• We cannot offer refunds on swimwear if the hygienic seal is not in place or has been broken.
• Fabric face masks cannot be returned due to safety and hygienic reasons.
• We do not accept returns of restricted items. Read more about restricted items.
• Gift cards are Final Sale.
• Special collections and designer collaborations may be subject to a return policy that may differ from our standard return policy above.
• A small number of products cannot be returned to store. Should you try to return one of these items, our store staff will support you in other ways to place your return.
• Some items are marked “Final Sale” and can not be returned even with a receipt.

You cannot exchange items online. If you prefer items in another color, or size, please return the items you don’t like and place a new order on hm.com.

FREE IN-STORE RETURN OR EXCHANGE
You are always welcome to return or exchange for free in any ZenShop store in the US, excluding Puerto Rico. Please bring the e-receipt attached to your shipping confirmation email along with the item(s) you wish to return/exchange within 30 days of purchase. After 30 days, you will be eligible for exchange only at the current selling price. Items exchanged must be of equal or greater value.

The following cannot be returned in stores:

• Articles from ZenShop HOME purchased online cannot be returned in our stores and must be returned by mail.
• Damaged orders must be returned to the warehouse. For missing and incorrect items, please contact Customer Service for assistance.

Your refund will be issued in the form of original payment, such as the credit card used for the order. Shipping and handling costs are not refundable. We will issue a refund to the original form of payment. Please allow up to 14 days for your transaction to process.

RETURNS WITH USPS 

To return items via USPS, simply show the QR code when you hand over your package at a USPS location or print and affix the label provided in our Returns Portal. This label is pre-paid and pre-addressed. The return shipping fee of $5.99 will automatically be deducted from your refund. If you’re signed up as an ZenShop Member, please use the label provided and you will be charged a return fee of $2.99. Plus Members enjoy free returns.

Return Instructions:

1. Visit our Returns Portal to get started.
2. Place the item(s) you wish to return in a suitable bag or box, e.g. the one you received your order in.
3. Download the QR code to show when handing your package over at a USPS location or print and affix the return label provided in our Returns Portal.
4. Take the package to any Post Office or USPS Mailbox of your choice. 

Your refund will be issued in the form of original payment. Shipping and handling costs are not refundable.

You will receive return tracking emails and a return confirmation email when your merchandise has been processed. Please allow up to two weeks for the credit to post to your account. Please allow up to two billing cycles for the credit to appear on your credit card statement.

RETURNS OF ORDERS USING FREE IN-STORE PICKUP
Please note that all Free In-store Pickup orders can only be returned in stores. Returns by mail are not accepted. To learn more about this service and for FAQs, click here.