HOME CUSTOMER SERVICE COVID-19 FAQ

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

A: Please note, order processing may take longer than usual right now. We’re working as fast as we can to get all orders ready, and we will let you know by email as soon as yours is on its way. Thank you for your patience during this difficult time, and - as always - for shopping with COS.
  

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: 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: 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: In some countries, all stores are currently closed. Please take a look at our Store Locator to find the most up to date information regarding stores near you and their opening hours. All stores in the US are now open.

Q: What is your instore returns policy during this period?

A: If you were unable to return your item during the temporary store closure, we’ve extended our returns policy to 45 days from when your local store has reopened. All of our stores are now open. For updated information on opening times, head to 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. However, don’t worry! If you were unable to return your item during the temporary store closure, we’ve extended our returns policy to 45 days from when your local store has reopened. For updated information on opening times, head to our store locator.

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.