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Hello! How can we help?

Browse and find answers in our frequently asked questions

  • Top questions

    • We do! Hem Pro is our dedicated service for designers, architects, interior designers, and design professionals, giving direct access to samples, inventory status, quotes, and orders with trade pricing and terms. 

      We currently offer this program in the US, EU, and United Kingdom. To learn more and register for an account, click here. We aim to respond to all Pro account requests within 48 hours, but if you are on a tight deadline just send us an email at pro@hem.com and we’ll be happy to help you!  

      For all Hem Pro requests outside of the US, EU, and UK please reference the Contact Us page of the website for your local Sales Agent. 

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

      We also have 3 showrooms—in Stockholm, Los Angeles and New York—where you can see our products in person! If you are close to one of our spaces, please book a visit here, and we’ll be happy to welcome you and answer any of your questions.

      If you are not located close to one of our showrooms, here are a few more options to experience our products and to help you make a decision:

      • You can book a virtual visit with us by sending an email at info@hem.com. You’ll get to see your favorite Hem items with different lightings and we’ll be happy to tell you more about them!

      • If you are curious about the colors and materials we use for our products, you can order samples of all our materials—textiles, leathers, metals, woods, and corks—directly from Hem.com here.

      • You can also get inspired by our customers IG pictures displayed on every product pages.

    • Our headquarters—office and showroom—is located at Torsgatan 16, in Stockholm, Sweden and we have showrooms located in Los Angeles and New York. To schedule a visit, view our showrooms.

      Occasionally we open popup stores and temporary showrooms so make sure to subscribe to our newsletter to stay up to date and learn when we pop up near you!

  • General

    • Our headquarters—office and showroom—is located at Torsgatan 16, in Stockholm, Sweden and we have showrooms located in Los Angeles and New York. To schedule a visit, view our showrooms.

      Occasionally we open popup stores and temporary showrooms so make sure to subscribe to our newsletter to stay up to date and learn when we pop up near you!

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

      We also have 3 showrooms—in Stockholm, Los Angeles and New York—where you can see our products in person! If you are close to one of our spaces, please book a visit here, and we’ll be happy to welcome you and answer any of your questions.

      If you are not located close to one of our showrooms, here are a few more options to experience our products and to help you make a decision:

      • You can book a virtual visit with us by sending an email at info@hem.com. You’ll get to see your favorite Hem items with different lightings and we’ll be happy to tell you more about them!

      • If you are curious about the colors and materials we use for our products, you can order samples of all our materials—textiles, leathers, metals, woods, and corks—directly from Hem.com here.

      • You can also get inspired by our customers IG pictures displayed on every product pages.

  • 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 Hem Pro today!

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

      Please note that at Hem we quick-ship, therefore we ask you to reach out as soon as possible to info@hem.com with your order number so we can help you in the best way.

    • 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 at support@hem.com 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.

    • Lead times and stock levels are displayed on each product page. For temporarily out-of-stock items, you can add your email address to the waitlist to receive an alert as soon as the item is available to order again!

      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.

  • Shipping and delivery

    • Global is the goal!

      For now, online orders on hem.com are available for customers based in the United States (48 lower states), Canada, European Union and United Kingdom!

      For our customers based in Hawaii and Alaska please reach out to info@hem.com with the items you’re interested in purchasing and the delivery address and we will request a shipping quote from our US warehouse.

      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 UK customers, all prices on our website are displayed including VAT, and all orders ship DDP (Delivery Duties Paid).

      Located in a country not listed on Hem.com? Please reach out to info@hem.com with your order request and delivery details and we’ll do our best to assist you. We also work with some partners located in Australia, New-Zealand and Asia. They carry most of our collection and they will be available to provide you with more information on their stock levels and shipping policy!

    • At Hem, we are all about transparency and creating as smooth an experience as possible for our clients. The delivery method is determined based on the size of the items in your cart. See our shipping policy for a breakdown of costs per delivery method.

      For customers based in 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.

      For UK customers, all prices on our website are displayed including VAT, and all orders ship DDP (Delivery Duties Paid).

      If you are a trade professional you can view our Hem Pro shipping policy for our trade shipping rates, service level rates, and much more! 

    • Once your order has shipped you will receive a notification email with tracking information. Your order can be tracked directly from your shipping confirmation email, by just clicking on the link! 

      For parcel orders, our logistics partners (FedEx for the US and Canada, GLS for the EU and UK) will display on their website an estimated delivery. We ask you to monitor the shipment via the tracking information that is sent to you. In countries where GLS does not operate, the parcel is handed over to a partner courier and the new tracking will be referenced on the GLS tracking site.

      For freight orders, 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!

      • For the EU and the UK, these orders will ship through Gefco and can be tracked on the Gefco website by using your order number and postcode.

      • For the US and Canada, freight orders ship with Mainfreight and can be tracked on their website by using your order number as a reference.

      • Freight orders in the greater Los Angeles area and the New York metropolitan area will be delivered by our last mile partner GoBolt. You will receive an email with updated tracking details and a link to schedule your delivery.

    • We provide a breakdown of our delivery methods and what you can expect from each one in our shipping policy.

      If you are a trade professional, head over to our Pro site in the region selector at the top to read more about our trade delivery options!

    • 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.

  • Payments

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

      For our US customers we also offer Affirm, see the next FAQ for details!

    • Affirm enables you to buy now and pay later! Get all your questions about Affirm answered here: affirm.com/help

    • Absolutely! The first step is to apply for a Hem Pro account here and 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.

    • 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.

  • Returns and exchanges

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

      You may submit a request to return your undamaged and unused Hem purchase in its original packaging within 14 days of receipt. Please contact our customer team at info@hem.com with your order number and the reason of the return and we’ll send you all the details!

      The customer is responsible for any shipping charges associated with returning the order to our warehouse (located in Illinois for our US and Canada orders, and in Poland for EU and UK orders) and the return can be made using the carrier of your choice. If you don’t have the original packaging anymore, please note that a repack fee will be applied and deducted from the refund:  5% for freight items and $10/10€ for parcel return.

    • The return shipping costs will vary, depending on the weight of the product and where it is being shipped from. The customer is responsible for any shipping charges associated with returning the order to our warehouse - located in Illinois for US and Canada orders, and in Poland for EU and UK orders.

      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. If you need any further assistance with your return, don’t hesitate to reach out to support@hem.com and we’ll be happy to help!

    • 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 placing a new order.

      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! 

    • Once your order has been processed through our warehouse, we will issue a refund via your original payment method within 2 weeks and you’ll receive a confirmation email with all details. 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 has been shipped back to the warehouse, 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.

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

  • Warranty and claims

    • Hem offers a 5-year warranty on all its products and the warranty applies from April 1st 2021. For products purchased before that date please defer to our old 3-year warranty, or contact info@hem.com for assistance.

      The warranty covers and is valid only for flaws and defects in the manufacturing or workmanship of the product. The Hem 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.

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

      Claims can be filed 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.

      Please note: Delivered goods need to be checked for potential delivery damages within 30 days of delivery. This also includes deliveries for projects with installation dates in the future. Make sure to report any potential claims within this 30-day timeframe. We reserve the right to deny claims submitted beyond this limit (this does not apply to warranty claims).

  • Promotions and adjustments

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

    • 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.

    • 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 the discount code you forgot to apply. We will be happy to take it from there!

      Once the discount code is retroactively applied, your refund will be on its way. As soon as the refund is processed you will receive a confirmation email with all details.

      Please note that refunds can take 3–5 business days to appear on your credit card history.

    • 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 3–5 business days for the refund to appear on your credit card history.

    • So sorry you missed the last discount code! 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!

  • Hem Pro

    • Hem Pro is our dedicated service for designers, architects, interior designers, and design professionals at large, giving you an abundance of benefits such as:

      • 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

      • CAD files

      • Your dedicated account manager

      And much, much more.

      If you are tax-exempt, don’t forget to attach your valid reseller certificate or tax-exempt form to the application.

      Curious to learn more about our trade offering?

    • 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. Don’t forget to check your Spam folder as well and, if you still can’t find a reply please reach out to us at pro@hem.com or give us a call on +46 859 50 09 09 (EU) or 310–980–3029 (US).

      In the meantime, you can browse the Hem Pro website but won’t be able to see discounted prices nor checkout until you have activated your account. Navigate to the Hem Pro site by using the region selector in the menu. You will see the Hem Pro logo once you have arrived on the Pro site.

    • You can find all available CAD / BIM files in the Technical details section of the product page.

      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.

  • Products

    • 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.

    • You can find instructions to assemble your new Hem item on the product page under the Technical details section.

      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!

    • You can find dimensions directly on the product page in the Technical details section. There you can see packaging dimensions, weight, and how the product will ship. Some of our larger products ship in multiple boxes.

      If you need more detailed measurements and dimensions, you can download the product’s factsheet in the same section of the page.

      Still missing some information or interested in the weight per box for larger products? Send us an email at info@hem.com and we’ll be happy to help!

    • You can find all of our available samples here. If you are looking for samples for a specific product, you can find them on the product’s page, in the Technical details section.

      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).

      Rugs: At this time we are not able to send rug samples but all of our showrooms carry a full set of rug samples. If you need more details, pictures or prefer a quick video call, feel free to send us an email at pro@hem.com and we will be happy to help!