Short answer: We’re good. Read more here.
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: firstname.lastname@example.org. 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.
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?
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.
I'm in the UK, how does Brexit affect my order?
We are working hard at making it as easy as possible for all our friends in the UK to proceed purchasing from our collection and filling their homes with Hem.
For the time being, we are pausing all freight orders (lounge chairs, sofas, tables, high shelfs), meaning we won’t be shipping orders larger than parcels. The reason we have taken this decision is to avoid any orders getting lost or trapped at UK customs - we currently don’t have clarity from the UK customs authorities on what information is required to ship to consumers, but we are preparing all documents needed to ship as smoothly and as quickly as possible once this information is provided. We don’t currently know when we will be provided with this information, but rest assured, once we have it, your order will be on its way.
In order to be compliant with EU law during this transitional time, we will have to charge 23% Polish VAT on orders going to the UK.
During this time, web customers in the UK are likely to also be charged VAT upon arrival of the goods in the UK. We are unable to remove the VAT from our side (as we will still owe the VAT in Poland). The UK VAT and import fees will be charged by your local tax authorities.
Warranty and Returns
Vanguard Design and Outstanding Quality are the two hallmarks of Hem. Our products come with a 3-year warranty starting from the day you received the product. You should therefore always keep your sales receipts and delivery statements. Please read our full terms and conditions for our 3-year limited Warranty here.
What is Hem's return policy?
What do I need to do if I want to return a product
Just contact our customer team at email@example.com within two weeks of receipt 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.
Promotions and Adjustments
Sign up for our newsletter to receive email updates, which may contain promotional codes for special offers that can be applied to your order. In order to take advantage of these offers, you must enter the code in the specified “Gift Card or Discount Code” section on the checkout information page and click “Apply.” Only one promotional code may be used at a time per order.
Please note that Material samples and Gift Cards are excluded from campaigns and offers.
If you return an order that was placed at a discounted price, you will be refunded the amount paid. Hem will not re-issue a promotional code for a discounted order that has been returned. All promotional codes are valid during a certain time window, unless otherwise specified.
What is Hem Pro?
Hem Pro is our online service for Design professionals. With a Hem Pro account you get access to:
- Trade pricing
- Live inventory levels
- Direct quotes
- CAD / BIM files
- Samples / swatches free of charge
You can sign up for an account 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 10,000 EUR – 25% Discount
Between 10,000 - 50,000 EUR – 30% Discount
Between 50,000-100,000 EUR – 35% Discount
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 (0)8 408 067 40 and we will be happy to help!
I have 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 firstname.lastname@example.org or give us a call on + 46 (0)8 408 067 40