Never shop at H&M online! I live in the country and do a lot of shopping online and have had reasonable experiences until H&M. I ordered a Jacket for my granddaughter at $17, on sale, $35 full price. The order went through and then a few days later I got an email from H&M stating that the order was cancelled - they were out of stock. I checked the website and it was still available, so I called customer service (that's what they call it!). They apologized and gave me a discount code for 25% off full price and free shipping. This brought the cost to almost the same as the on sale price, so I placed an order. A couple of days later I received an email stating the order was cancelled as the item was again out of stock. It was still on the website. I called customer service again and was told it was really out of stock. I told them I didn't believe it and I would reorder the jacket at full price and then contact them again for a discount when it was shipped. This order was cancelled immediately. You guessed it - out of stock! It occurred to me that they were watching for my email address to prevent me placing this order so as not to have to give a refund. The jacket was still on the website so I opened a gmail email account and placed another order using this email address. The jacket has shipped and I have been charged, so miraculously the jackets finally appeared.
The truth is that H&M didn't want to give the reduced price and then the discount for this product and pretended it was out of stock. They were tracking my email address because I told customer service I would reorder and follow up with them for a refund, and consequently cancelled that order as well. When I reordered the same day with a different email address it went through and my jacket is to be delivered tomorrow.
I will certainly be calling customer disservice as soon as I have the jacket in my hands and since I've kept every email and order status I will be asking for my 25% discount plus free shipping. Although this whole experience has been unprofessional and dishonest - at best shoddy, I won't be surprised if I don't get the discount. That's the tacky kind of company that they are and whether I get refunded or not, I will never open their website again.
While I'm at it, the only H&M store I've ever been in was the one in Place d"Orleans and it was disorganized and messy, with no visible staff. Definitely an experience I intend to never repeat.
Take my advice and save yourself the aggravation - avoid H&M online!

To begin, I have to say that it is highly unlikely I will order anything from H&M online again, and given that I live in a remote area, hundreds of miles from the nearest physical store, I probably won't buy anything there again either.

When I completed my online order I was in no place throughout the checkout process asked my shipping address. I created My H&M account several months ago but had not ordered anything. Since then, I moved. I assumed that when I updated my billing address, which it DID prompt me for, that it would ship to this address (still not the address I wanted it shipped to, but I could have at least received the package on time).

When I went to the My H&M dashboard immediately after completing check out to confirm, I found that I was incorrect and it was being shipped to my previous address. For some reason, however, even though I could edit or cancel the order, I could not update the shipping address without calling customer service.

I will take responsibility for the fact that I live in the middle of nowhere and thus, do not always have access to cell service so I could not call right away, but I did send a customer service form and separate email requesting the address change. When I have contacted customer service this way for other companies I have received a response within a couple of hours to handle my question. Several hours later I DID receive a generic email saying that it would take DAYS for a customer service representative to respond to me... What is the point? Most people reaching out to customer service are trying to resolve something quickly and without a huge hassle. Also, if I was going to get an auto-reply, shouldn't i have gotten the auto-reply immediately upon sending an email to customer service?

So, I walked until I hit cellphone service and waited on hold for 20 minutes in the cold late at night and surprise! My order was no longer pending, and could not be edited. The girl on the other end of the line was very pleasant and I don't blame her, but the fact that customer service is difficult to reach is unacceptable to me. The fact that you have to jump through hoops to change a shipping address is unacceptable to me. EVERY other online store I shop on confirms the shipping address and gives you an opportunity to change it.

Now the order I placed in plenty of time to receive my clothes for an event is going to go through the long mail forwarding process from my old address, and then will sit around until I have something else to wear them for, but my bitterness over this experience will likely leave me too resentful to wear them. I wish I had just cancelled my order when it was still pending.

Poor online shopping features, totally inflexible service, and difficult to reach customer service, despite 24/7 accessibility. Disappointed!