Shipping & return policy
Delivery Time
Each product page displays ‘ships within’ information. This is the estimated time (actual time may vary) from the date the order is 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.
Holiday Delivery
In order to receive your in-stock order before the Christmas holidays 2024, please make sure you place it online by the 9th of December. Hem is not responsible for any delay caused by custom clearance. Please note that this applies only to in-stock items, and that X-Large items require scheduling confirmation with our transport partners. Details can be found in the below section.
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.
Order type / size | Shipping method | Rate | Description |
|---|---|---|---|
Samples only | Sample delivery | Free | Samples will be delivered as standard parcels with local postal service. |
Small | Standard parcel delivery | 9£ | Small furniture and accessories will be delivered as standard parcels via UPS. UPS will make two delivery attempts to the provided address. After two attempts, the parcel will be available for collection at the nearest UPS 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. Please note that UPS couriers may operate with a slight difference in terms of delivery attempts and pick-up points, based on the country of operation. We ask you to monitor your parcel through the UPS website to receive direct information. |
Medium | Standard parcel delivery | 19£ | Medium sized furniture will be delivered as standard parcels via UPS. UPS will make two delivery attempts to the provided address. After two attempts, the parcel will be available for collection at the nearest UPS 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. Please note that UPS couriers may operate with a slight difference in terms of delivery attempts and pick-up points, based on the country of operation. We ask you to monitor your parcel through the UPS website to receive direct information. |
Large | Standard parcel delivery | 49£ | Large sized furniture will be delivered as standard parcels via UPS. UPS will make two delivery attempts to the provided address. After two attempts, the parcel will be available for collection at the nearest UPS 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. Please note that UPS couriers may operate with a slight difference in terms of delivery attempts and pick-up points, based on the country of operation. We ask you to monitor your parcel through the UPS website to receive direct information. |
X-large | Curbside delivery | 149£ | Curbside delivery means that our transport partner, Idea Logistics or DPD, will deliver your item(s) to the curb of your specified delivery address on a pallet. The pallet will be left with the delivery. This service does not include inside delivery, item assembly, or removal of pallets and packaging. Our logistics partner will contact you before the delivery with a proposed delivery date and time frame. There will be an option to reschedule if the time frame is not convenient. Once delivery date and time frame is confirmed, the courier reserves the right to deliver at any time during the given time frame. If you are not available at the agreed time of delivery, your item may be returned 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. |
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.
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.
Extended Holiday Returns
Orders placed from 1–31 December, 2024 have an extended return window until 31 January, 2025. If the date of receipt is after 18 January, 2025, the return deadline will follow the regular 14-day policy.
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.
Made-to-Order Products
Made-to-order products are non-returnable. If you believe there is an issue with your made-to-order product, please file a claim here or reach out to our team at support@hem.com.