We’re getting a lot of questions about how the current global turmoil affects Hem.
Short answer:
 We’re good. Read more here.

General

 

Where are you located?

Our headquarters—office and showroom—is located at Torsgatan 16, in Stockholm, Sweden. We also have studios and showrooms located in Los Angeles and New York.

To schedule a visit to any of the studios and get to see Hem in person, view our showrooms. When the time is right, we do occasional popup stores and temporary showrooms. Subscribe to our newsletter to stay up to date and learn when we pop up near you.


Where can I see and try Hem Products?

Our primary showroom is online—here on Hem.com—where we display and sell everything in our collection for everyone to access.

We also operate studios and showrooms for you to physically visit and see our products in person! If you are close to one of our studios, please book a visit here, and we’ll be happy to welcome you and answer any of your questions.

We also frequent design fairs around the world and like popping up with temporary spaces, so stay up to date with us on social media and through our newsletter to see when we pop up near you.

If you are curious about the colors and materials we use f

or our products, you can order samples of all our materials—textiles, leathers, metals, woods and corks, directly from Hem.com here.

 

Will you open up a showroom in my city?

We would never say never!

In the meantime, our headquarters are located in Stockholm, Sweden and we have two studios in the US. One on the east coast in New York, NY and another on the west coast in Los Angeles, CA. Click here to book a visit with us!

For all the latest news on showroom openings, pop-ups, exhibitions and vignettes around the globe, sign up for our newsletter here and follow us on Instagram and Facebook.

We can't wait to meet you!

 

Order

 

 How can I place an order?

You can place the order directly online through our website. Simply adjust the quantity and variation of the item you would like and add it to your cart!

Are you a trade professional? Join Hem Pro here. Hem Pro is tailored for our professional friends, allowing direct access to trade discounts, online quotes and orders, material samples, real-time stock levels and much more.

Read about it here and join our Pro community today!

 

 Can I change or cancel my order?

Did something go wrong during the purchasing process or you simply changed your mind? No worries!

As long as the order has not been shipped out from our warehouse, it can be modified.

At Hem we quick-ship, therefore we ask you to reach out as soon as you can with your order number. Get in touch with us at support@hem.com.

 

Can I order spare parts?

Missing a screw, nut or bolt? We're here to help! We have spare parts available for most of our products, with a few exceptions.

Please reach out to our customer team here with your order number and the product that is in need of a spare part.

Photos, sketches and videos are a big help - feel free to share any of the above. Once we know what you are missing, we will help place an order and make sure you receive the correct part.

 

Shipping and Delivery

 

Which countries do you ship to?

As part of our goal to make great design accessible, we offer free shipping within Europe and your items will ship from our warehouse located in Poland.

For our customers based in Switzerland and Norway, additional customs charges and national VAT will be charged directly by the local tax authorities and needs to be paid separately by the customer. For our Friends in the UK see our section on Brexit below on how it affects your order.

Located in a country not listed on Hem.com? Click here for more details. 

 

What are the shipping costs?

We believe great design should be accessible to all and this is why we offer free shipping in Europe for all orders placed on Hem.com!

For customers based in Norway and Switzerland, additional customs charges and national VAT will be charged directly by the local tax authorities and needs to be paid separately by the customer. If you have further questions regarding additional charges please contact your local tax office.

If you are a trade professional and already have an account, click on the link here to visit our shipping policy for shipping rates, service level rates and much more! 

 

I don’t live in the EU/US, can I still order from Hem?

Global is the goal!

For now online orders are only available for customers located in the EU and US. However, we are always available to help you create an order whenever possible!

Please reach out to info@hem.com with your order request and delivery details and we'll do our best to assist you.

 

How do you handle VAT for Norway and Switzerland?

Our customers from Norway and Switzerland can place orders directly online and enjoy free shipping too!

All prices on the website are shown excluding VAT for clients purchasing goods to Norway and Switzerland. Additional customs charges and national VAT will be charged directly by the local tax authorities and need to be paid separately by the customer. If you have further questions regarding additional charges please contact your local tax office. 

 

When will my order ship?

Our goal is to ship as quickly and economically as possible. Your order will ship in full as soon as all items are in stock and within 1-7 days if the order is placed with all items in stock.

Once the order has shipped, you will receive a notification email with tracking information.

If you need us to hold on to your package a bit longer, send us an email at info@hem.com with your order number and we'll be happy to help!

For our Hem Pro customers, you can select a delivery date at checkout and we will hold the order to meet this requested delivery date. 

 

Where is my order shipping from?

Once all items are available to ship, your order will depart in full from our warehouse located in Poland. 

 

How can I track my order?

Once your order has shipped you will receive a notification email with tracking information.

For orders shipping as parcels, you'll be able to track them through GLS website here and tracking will show a predicted delivery date.

For freight orders, our delivery partner will contact you before the delivery to propose a delivery date and time frame. These orders will ship through Gefco.

 

What carriers do you use?

Depending on the size of your order, your items will ship either as a parcel or freight.

All parcel orders are shipped through GSL and can be tracked directly from your shipping confirmation email, by just clicking on the link!

Freight orders are shipped with Gefco.

 

How do I expedite my order?

We strive to ship as quickly as possible! Due to this we do not offer expedited shipping at checkout. If you're on an extra tight deadline please reach out to info@hem.com and we will do our best to help.

 

What are the delivery options?

For EU orders shipping freight, the service includes a standard curbside delivery. Curb side delivery means that the courier will deliver your item(s) to the curb of your specified delivery address. This service does not include removal of packaging, assembly or setup of your item(s).

Our delivery partner will contact you before the delivery to propose a delivery date and time frame with an option to reschedule this if the time is inconvenient.

 

When will my order be delivered?

All complete orders ship within 1 to 7 days following payment. Once your order has shipped you will receive a confirmation email with tracking information. For orders shipping freight, the transporter will use the phone number provided at checkout to reach out several days ahead of delivery to schedule a suitable window with you!

 

How do I schedule my delivery?

Once your order has shipped you will receive a notification email with tracking information. All orders ship either Parcel, through GLS, or Freight.

Parcels are delivered by GLS. Once your order has shipped from our warehouse, you will receive a confirmation email from us with tracking details. You will receive the same tracking details directly from GLS as well via email and/or text message, depending on the country of delivery. We ask you to monitor the shipment via the tracking information that is sent to you. Please check the GLS website here for further details. 


GLS will make two delivery attempts to the provided address. After two attempts, the parcel will be available for collection at the nearest GLS pick up point. It will remain available for 10 days before being sent back to the warehouse. If your shipment has been returned to the warehouse you need to contact us at support@hem.com to arrange a new shipment. An extra delivery cost may apply.

Freight: Our European freight partner will reach out to the contact number provided when the order was placed to schedule a delivery window several days in advance.

 

Can I change the delivery date?

As long as your order has not yet shipped, yes! Please reach out to support@hem.com as soon as you've placed your order with the requested delivery date. We'll update this with the warehouse and send you confirmation of the change.

We strive to ship every order quickly and economically. Due to this the window for order changes is often very short.

 

Brexit 

 

I'm in the UK, how does Brexit affect my order?

For UK customers, all prices on our website are displayed including VAT, and all orders ship DDP (Delivery Duties Paid). If you have any further questions, please reach out to your local tax authorities or to us on support@hem.com.

 

Payments

 

How can I pay for my order?

Payment is easy online! You can choose to pay with a credit card from any of the major card holders/banks or through PayPal when checking out online. 

 

I’m tax exempt, can this be applied to my order?

Absolutely! The first step is to apply for a Hem Pro account here and to attach your reseller license or tax exempt form to the application.

If you already have a Hem Pro account, please send an email to support@hem.com prior to placing your order so we can make sure your account is tax exempt. To process this request we will also need a valid reseller license or tax exempt form.

 

When will my credit card be charged?

Your credit card will be charged directly online when you confirm your purchase. The amount may be shown as reserved in your account for a short while until the transaction has been processed through your bank.

 

I’ve returned my order, when will I receive my refund?

Once your return has been received and processed by our warehouse, we’ll make sure to refund you as promptly as possible.

As soon as it is done, you will receive a confirmation email with all details. Please note that it can be up to 5 business days until the amount is visible in your account.

Due to the increased volume of orders and returns, please be aware that returns after a promotional campaign can take longer to be processed (up to several weeks).

 

 Returns and Exchanges

 

What is the return process?

We want you to be 100% satisfied with your purchase from Hem!

You may return your undamaged and unused Hem purchase in its original packaging within 14 days of receipt.

The customer is responsible for any shipping charges associated with returning the order to our warehouse and can choose the carrier of her/his choice.

To initiate a return, please contact our customer team at info@hem.com with your order number and we'll send you all the details! As we strive to keep improving our service and products, it would be great if you could also share with us the reason of the return :)

 

How much are the return shipping costs?

The return shipping costs will vary, depending on the weight of the product and where it is being shipped from.

Since the customer is responsible for any shipping charges associated with returning an undamaged item you are free to use the most cost-efficient shipping method for you. To get an accurate quote from the carrier of your choice, you can use the product's dimensions and weight that are displayed on each product's page

 

Where do I need to return the products?

Our EU warehouse is located in Poland. To initiate a return, please email info@hem.com with your order number and reason for return. We will then share with you the warehouse address to where the products need to be returned.

Please note that to be able to accept your return, items must be new and in original packaging.

Click here for further details on our shipping and return policy.

 

Do you offer exchanges?

At this time we do not offer direct exchanges, but no need to worry! You are welcome to exchange your order by returning for a refund, and submitting a new order.

 

When will I be reimbursed?

Once your order has processed through our warehouse, we will issue a refund via your original payment method. It can take 3-5 business days to appear in your bank account, but we promise, it is on the way!

As soon as your return is in the mail, send us an email at info@hem.com with tracking information. This will help us keep an eye on the return, and make sure you receive your refund quickly.

 

Warranty and Claims

 

 What is the Hem warranty?

Hem offers a 3-year warranty on all its products and the warranty applies from January 2019. For products purchased before that date please email info@hem.com for further assistance.

The warranty covers and is valid only for, flaws and defects in the manufacturing or workmanship of the product. The Hem 3-Year Limited Warranty applies to Hem Products exclusively, and does not cover or apply to any purchases made outside of Hem.com.

You can read our full warranty policy here.

 

What is the claim process?

If you feel there is an issue with your Hem product or if something is missing, we are here to help!

The quickest fix for issues large and small start with filing a claim here.

For easy filing, you'll need the following: - Order number: EX. WEB1000 - Photos of the damaged item, exterior packaging and shipping label - Article # / SKU of the product: EX. 12345

Make sure to hold on to all packaging and product(s) while your claim is open.

We will respond to all submitted claims within the next 3-4 business days. If you need to get in touch sooner, please reach out to support@hem.com.

 

Promotions and Adjustments

 

Do you offer a discount for first orders?

Yes! Please sign up to our newsletter here and you will receive a welcome 10% discount code to use towards your first purchase.

 

How do I use my discount code?

To use a discount code enter the code in the specified “Gift Card or Discount Code” section on the checkout information page and click “Apply.” Easy as that!

Please note that only one promotional code may be used at a time per order.

 

I just placed an order and forgot to apply my welcome discount code - can you help me?

Not a problem! Just let us know as soon as possible by sending us an email at support@hem.com. Be sure to include your order number, which starts with PRO or WEB, and your welcome discount code you forgot to apply. We will be happy to take it from there!

The code will be retroactively applied and as soon as the refund is processed you will receive a confirmation email with all details.

Please note that refunds can take several days to appear on your credit card history.

 

Can I combine a discount code with a gift card?

You will not be able to combine a discount code with a gift card on the website on the checkout page, but we will be happy to help you apply the discount code retroactively.

You can just enter the gift card code into the 'Gift card or promo code' box and click 'Apply'. Once your order is placed, send us an email at support@hem.com with your order number and the discount code you would like for us to apply and we’ll take it from there!

After your discount code is applied, you will receive an automatic notification with details of your refund. Please note that it can take several days for the refund to appear on your credit card history.

 

 I just missed the last promotional campaign - can you apply it retroactively?

So sorry you missed the last campaign! Because our campaigns are for a limited amount of time, price adjustments are only honored for orders placed within 48 hours of the sale start date.

If your order was placed within the 48 hour window, send us an email at support@hem.com with the order number and we'll be happy to apply the discount retroactively!

 

When is your next sale?

 At Hem we pride ourselves on doing things slightly differently. We strive to provide fair prices all year long. Therefore we do not follow the usual sales calendar.

The best way to keep up to date on what is happening at Hem is through our newsletter. Promotional campaigns are reserved for our subscribers only! If you want a sneak peek at what's coming up next (including exclusive sales) be sure to register your email address here.

 

Hem for Professionals

 

What is Hem for Professionals?

Hem for Professionals is our dedicated service for designers, architects, interior designers, and design professionals at large, giving you an abundance of benefits like:

A trade discount built into your account (Starting at 25%, going up to 40%)

- Real-time lead times and stock levels

- Free material samples

- High-quality downloadable product assets

- Your dedicated account manager

And much, much more.

Curious to learn more about our trade offering?

Learn more here.

 

What is the Hem Pro discount?

Interior designers, architects and trade professionals are valued Hem partners. With Hem Pro, Hem provides bespoke service to all trade professionals and discounts based on individual order value:

Up to 5,000 EUR  – 25% Discount
5,000 - 10,000 EUR  – 30% Discount
10,000 - 50,000 EUR – 35% Discount
Above 50,000 EUR – 40% Discount

The prices displayed on the product will show your base discount. If your cart total meets one of the above thresholds, your cart discount will update accordingly.

Apply for an account here to start browsing our Hem Pro website!

 

How do I apply for Hem Pro?

Apply for a Hem Pro account here!

If you are located within the European Union, please note that you will need to have a valid VAT number to process the application.

 

How long does it take to process Hem Pro requests?

You can expect a response from us within 1 business day.

Check your inbox for the 'Activate your Hem Pro account email' and click on the link to confirm your application and login details. Don’t forget to check your Spam folders as well.

If you need to speed up this process give us a call on +46 859 50 09 09

 

Where can I find samples and swatches?

You can find all of our available samples here. If you are looking for samples for a specific product you can find it on the product’s page, under 'Order samples'.

Once the order is placed, samples will ship out within 2-5 business days. Once your order has shipped you will receive a notification email with tracking information (if available).

With a Hem Pro account you can order swatches free of charge. We strive to act with the environment in mind - please order thoughtfully and reuse them when possible!

At this time we are not able to offer rug samples. If you are interested in specifying our rugs in your projects and need more details and pictures, feel free to send us an email at pro@hem.com and we will be happy to help.

Apply for an account here to start browsing our Hem Pro website!

 

Where can I find CAD and BIM files?

When logged in to your Hem pro account, you can find all available CAD / BIM files under each product’s page by clicking on 'Downloads' and then 'CAD files'.

If the CAD files you are interested in are not available online, email us at pro@hem.com and we will do our best to help.

Apply for an account here to start browsing our Hem Pro website!

 

How can I place an order for an item that is not in stock?

Lead times and stock levels are displayed on each product’s page, and you can add your email address to the waitlist to receive an alert as soon as the item is back in stock!

If you wish to get a quote or place an order for an item that is currently out of stock, send us an email at pro@hem.com. We will be happy to let you know when to expect more incoming stock and to place a manual order if needed.

 

Where can I get a copy of my invoice(s)?

If you need a copy of your invoice, send us an email at pro@hem.com with your order number and we will be happy to send you the requested invoice. The final invoice can only be sent after your order has been shipped out.

 

Can I update my Hem Pro account email address?

Your Hem Pro account is linked to your specific email address and this feature cannot be updated from your account page. If you need to change your account email address, send us an email to pro@hem.com and we will be happy to help!

 

I applied for a Hem Pro account but did not receive an update. What now?

We always let you know whether or not your account has been approved and we aim to respond to every request within 1 business day.

Check your inbox for the 'Activate your Hem Pro account' email and click on the link to confirm your application and login details. Please note that you will not have access to the Hem Pro website until you have activated your account.

Don’t forget to check your Spam folder as well and, if you still can't find a reply please reach out to us on pro@hem.com or give us a call on +46 859 50 09 09.

 

Products

When is the item going to be back in stock?

We aim to keep our full collection in stock.

Should your favorite item be sold out at the moment, you can add your email address to the waiting list on the product page. This is the best way to make sure you'll receive first hand information once it’s restocked!

When the item is on its way to our warehouse the lead time will be shown on the product page.

 

Where are Hem products made?

Hem manufactures 98 percent of its collection in Europe, and the remaining 2 percent, our rug collections, are produced at a GoodWeave-certified manufacturer in India.

Working with European factories also helps us to reduce the carbon footprint of our production since we are limiting the dispersion of our supply chain.

You can click here to read more about our sustainability commitment!

 

How do I assemble my Hem product?

You can find instructions to assemble your new Hem item on the product page. On the right side of the page, under download assets, the assembly instructions will be available as a PDF.

If you have any issues assembling your product, do not hesitate to reach out to support@hem.com and we’ll be happy to help you!

 

What are the products/packages dimensions?

You can find dimensions directly on the product page, right below the item picture.

If you need more detailed measurements and dimensions, you can download the product’s factsheet - right under download assets.

Still missing some information? Send us an email at info@hem.com and we'll be happy to help!

 

What are the product weights?

You can find dimensions directly on the product page, right below the item picture. If you need more detailed measurements and dimensions, don’t hesitate to download the product’s factsheet - right under “download assets”.

 

How many packages will I receive?

To know what to expect once your order arrives, you can go to the product page of the item and the dimensions will be listed under “package dimensions” Some of our larger products ship in multiple boxes - send us an email at info@hem.com and we’d be happy to tell you the weight per box if you’re interested!

Please note that our standard delivery service includes curbside delivery, meaning that your packages will be delivered to the curb of your specified delivery address. Depending on the size of your order, you might want to get some friends or neighbors to help you carry the boxes :)

 

Need assistance?

Our team is here to answer your questions via chat, email, or phone. We’re available from Monday to Friday, 10:00–17:00
info@hem.com
+46(0)8 408 067 40