General

 

What is Hem?

Hem is a Stockholm-based furniture company providing iconic products designed by the most relevant designers today. We deliver directly to your door at the best possible price, without compromising on quality.

What does Hem stand for?

From the initial idea to the production process, every product has a story. We create original designs together with our extensive network of designers and manufacturers, and by selling our products directly online, we make them affordable and accessible. We also innovate on assembly solutions to make things even easier for you.

Why should I buy from Hem?

Our furniture is unique, accessible and long-lasting. We make it simple to enjoy good design. We deliver products you’ll want to hold on to for a long time.

The name is Swedish. Where is Hem from ?

Although our headquarters and showroom are located in Stockholm, our team comes from nearly all continents, which makes Hem a truly global company. We also have sales representatives across the globe.

Can I speak to someone in person?

Of course! We are ready to answer your questions every day via telephone, +46 (0)8 408 067 40, or email: info@hem.com. Once you get in touch, you'll be assigned a personal Customer Team member who will answer your questions or take care of your order, from the initial enquiry to its final stage.

 

Products

 

How good is the quality of Hem Designs?

Hem products are designed down to the finest detail. Our Product Development Team obsesses over materials and finishes to make high-quality items that will serve you for years. Every piece is tested and adheres to various global and local quality standards.

Where are the Hem products made?

All of our products - except rugs - are manufactured in Europe. We constantly develop our designs until we are fully satisfied with every detail. To ensure the highest quality craftsmanship, we only work with trusted factories around Europe, while our rugs are made in renowned Indian manufactures.

How is Hem's furniture produced?

Our products are manufactured with the use of technically advanced methods and undergo plenty of rigorous quality checks at all critical stages of the production. With decades of experience in the furniture industry, our team can ensure you will receive a product that will bring you joy for years.

 

Orders & Payments

 

How do I place my order?

You can place your order via our website. All you need to do is to add the products to the cart and proceed to checkout. To finalize the transaction, we need you to provide us the necessary information. That’s all, now you can look forward to receiving your new favorite piece!

 

How can I pay for my Hem order?

We currently accept most major credit cards, as well as PayPal.

 

How is my payment proceeded?

We work with a well-established payment provider called Braintree, a Paypal company. All communication is done via a fully secure connection.

 

When will my credit card be charged?

To ensure a smooth processing of your order, your card will be charged immediately after placing the order. 
 
Can I change or cancel an order I just placed?
If you made a mistake during the purchasing process or just simply changed your mind, the order can be modified as long as it has not been shipped from our warehouse. To ask for the shipping status or alter your order, please get in contact with our Customer Team.

Shipping & Delivery

 

Which countries does Hem ship to?

We currently ship to most countries in the European Union, Norway and Switzerland, as well as the United States.

 

How much does Hem charge for shipping?

As part of our strive in making great design accessible, we never charge for shipping within Europe.


For our friends 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. Should you have further questions regarding additional charges please contact your local tax office.

 

How is VAT handled when goods are shipped to Norway/Switzerland?

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

 

How long do I have to wait for my products?

Unless otherwise stated on the product page, orders ship within a few days. During a pre-order period some products will ship right away and some will ship later. Depending on how many people ordered the product before you, you will get your product in the first batch or a later one. We will make sure to let you know when your product is expected to be shipped.

 

What is Hem's delivery policy?

Read our Shipping & Return Policy for more details.

 

Guarantee & Returns

 
Does my furniture come with a guarantee?

Our products come with a 2 years guarantee starting from the day you received the product. You should therefore always keep your sales receipts and delivery statements.

What is Hem's return policy?

We want you to be 100% satisfied with your purchase from Hem. If you are not happy with your item, you may return your undamaged and unused Hem purchase in its original packaging within 14 days. Due to the high quality of the materials and fabrics of Hem products, the customer is responsible for shipping charges associated with returning a non-damaged item.
 

What do I need to do if I want to return a product?

Just contact our customer team at info@hem.com and we will make the process as easy as possible for you.

 
What can I do if a product arrived damaged?

Our aim is to provide furniture that is fully functional upon receipt and made with superior-quality craftsmanship. Once you have received your delivery, please inspect it for quality. We will return, refund or replace any item that arrives damaged. Please get in touch with our Customer Team.