Alternative dispute resolution (ADR) for EU residents
This is to inform you that as a consumer, you have the option of contacting a local ADR entity regarding a dispute which you have been unable to settle directly with & Other Stories.
What is ADR?
ADR is a dispute resolution procedure for the out-of- court resolution of domestic and cross-border disputes concerning contractual obligations stemming from sales contracts or service contracts between a trader established in the Union and a consumer resident in the Union through the intervention of an ADR entity which proposes or imposes a solution or brings the parties together with the aim of facilitating an amicable solution.
ADR entities are out-of-court (non-judicial) entities. An ADR entity is a neutral party (e.g. a conciliator, mediator, arbitrator, ombudsman or a complaints board) which H&M will make use of to settle disputes, if the consumer decides for an ADR settlement. The ADR process is a low-cost, simple and fast procedure and is therefore beneficial to both consumers and traders, who are able to avoid court costs and lengthy procedures.
How do I submit a complaint using the ADR process?
If you want to submit a complaint, please contact your national ADR entity below. This ADR entity will also be able to provide answers to any questions you may have about its process.
Allgemeine Verbraucherschlichtungsstelle des Zentrums für Schlichtung e. V.*
Straßburger Str. 8
* These ADR entities are included in the national lists of ADR entities which comply with the binding quality requirements established by the ADR Directive (Directive 2013/11/EU on Alternative Dispute Resolution for consumer disputes) https://ec.europa.eu/consumers/odr
& Other Stories is part of the H & M Group and has its registered office in Stockholm
H&M Hennes & Mauritz GBC AB
Mäster Samuelsgatan 46 A
106 38 Stockholm
Registered number: GBC – 5560701715
Vat no: SE 556070171501
Contact Details: Stories Customer Service
Phone: 0770930730 Calls cost: Geographic