Frequently Asked Questions

Collapsible content

Charges

If your card transaction is approved, the amount will be reserved immediately and an order confirmation will be sent to your email address.

If your card transaction isn't approved, your order will be canceled. Please contact your bank or card provider if you have any questions about this.

Can I Change My Order?

Once the order has been placed, it cannot be changed online. If you want to change your order, please telephone at (52)1 3318485871 or via social media, and if it has not yet been processed we will change or re-issue a new amended order.

Can I Return Items To A Store?

For the moment we are not able to receive items to our store. We are able to accept Size changes but not refunds. You must provide proof of purchase such as a delivery invoice or your email order confirmation. You will have to send back the items and your exchange will be processed. 

I have a complaint, who should I speak to?

If it is about a product you have bought from our stores, please get in touch with the store you purchased from – the telephone numbers of all our stores can be found on this website or on Google Maps. If the complaint is about an online shopping experience please call one of our customer service representatives at (52)1 3318485871 or complete the form on theContact Uspage.

Track Your Package

As soon as we start packing your order we will send you a shipping confirmation email with your receipt, shipping details and a link to track your parcel online. 

You will also be able to track your order under ‘Orders’ when you sign in at My Account.

Please note, that it can take some time before the tracking information is uploaded.

What Payments Methods Do You Accept?

We accept cards with MasterCard, Visa, Discover and American Express symbol.
Keeping your online payments secure is our number one priority. That means you might need to verify your card payment with 3D Secure to complete your transaction. Contact your bank to learn more about 3D Secure authentication.

Encrypted transaction for your safety
O&F guarantees that your details are completely safe with us. All information is sent encrypted to ensure total security of any sensitive information. Read more in our Privacy Policy.

You will be charged when we ship your order
If your card transaction is approved, the amount will be reserved immediately and an order confirmation will be sent to your email address. Your card will not be charged until we ship your order.

If your card transaction isn't approved, your order will be cancelled. Please contact your bank or card provider if you have any questions about this.

Can I Pay With PayPal?

Pay in just a few steps:

1. Select PayPal as your payment method at the checkout.

2. You'll then be redirected to the PayPal website to proceed with the payment.

3.  If you're already a PayPal customer, you can log in with your user details and confirm the payment. If you're new to PayPal, you can create a PayPal account and then confirm the payment.

4. You'll then return to hm.com and your order and payment will be complete!

What should I do if my credit/debit card has been refused when placing an order?

Check that all the details you have entered on the checkout page are correct. If it is refused after that, try another credit card.