Each product page displays "ships within" information. This is the estimated time (actual time may vary) from the order received until the product is dispatched from our warehouse located in Poland. The time from dispatch to delivery to your specified destination depends on both the distance from the warehouse and local regulations at the final destination; however, the time from dispatch to delivery is usually not longer than a week. For time-sensitive deliveries please reach out to our customer team at info@hem.com. 

If you placed an order for products with different dispatch times the full order will be on hold until your entire order is available to be dispatched.

Please note that during promotional campaigns, delivery times may be slightly longer due to high volume.

Delivery Methods and Rates

At Hem, we are all about transparency and creating as smooth an experience as possible for our clients. Hem schedules shipments with the contact details provided at checkout (email, phone number, and delivery address). Always make sure the information provided at checkout is correct to avoid unnecessary delays with your delivery. 

The delivery method(s) displayed at checkout is determined based on the size of the items in your cart. Below is a breakdown of our delivery methods and rates.

For our friends in the UK, 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 at support@hem.com.

For our friends in Switzerland and Norway customs fees and national VAT will be charged by the local tax authorities and need to be paid separately by the customer. Should you have further questions regarding these additional charges please contact your local tax office.

Cancellation & Order Edits

As soon as an order is received we prepare it for shipping (unless a later delivery date was requested). This results in a small window where changes to an order can be made. Make sure to reach out to us immediately at support@hem.com, and if your order has not been processed for shipment by the warehouse, we will do our best to accommodate requests to cancel or edit whenever possible.

Return policy

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

You may return your new Hem purchase in its original packaging and condition within 14 days of receipt. Hem reserves the right to refuse returned items that are not in original condition due to the following reasons (but not limited to): missing the original packaging, item packaged differently than the way received, missing components, visible damages caused by the customer, or incorrect packaging. The customer is responsible for any shipping charges associated with returning an item to our warehouse in Poland. Please contact our customer team to initiate a return at support@hem.com. Make sure to include your order number as well as a reason for the return. 

If your order has been returned to our warehouse due to failed delivery attempts, you can either request a refund minus accumulated shipping costs for the order, or we can re-ship the order once re-shipment costs have been paid.

We do not offer direct exchanges. Orders can be exchanged by returning for a refund, and submitting a new order.

Incorrect or Damaged Orders

If you believe there is an issue with your Hem product or if something is missing from your order, we are here to help you resolve the situation as quickly as possible!

Please start by filing a claim here and submit the following info:

• Order number: EX. WEB1000

• Photos of the damaged item, exterior packaging, and shipping label

• Article # / SKU of the product: EX. 12345

Please hold on to all packaging and product(s) while we review your claim.

Make sure to check all packages carefully at delivery! Report any visible damages directly to the carrier before signing for the delivery. Make sure it is noted on the delivery receipt and signed by the carrier. Take pictures of visible damages to document potential issues. 

Please note: Delivered goods need to be checked for potential delivery damages within 48 hours of delivery. This also includes deliveries for projects with installation dates further away. Make sure to report any potential claims within this 48-hour timeframe. We reserve the right to deny claims submitted beyond this limit (this does not apply to warranty claims).

Lost or Stolen Packages

If your tracking information shows that your package was delivered, but you have not received it, please contact our customer team at support@hem.com. 

Note: we do not take responsibility for lost/missing packages that show successful delivery to the order address.