General

 

What is Hem?

Hem is developing unique design together with some of the most relevant designers of today. We deliver directly to you to ensure the best possible price, without compromising on quality.

 

What does Hem stand for?

Every product has a story. Together with our extensive network of experienced designers and manufacturers to create original designs. By selling our products directly online, they are more affordable and attainable than design furniture usually is. We also innovate on assembly solutions to make things even easier for you.

 

Why should I buy from Hem?

We make it easy for you to enjoy design. Our designs are unique to Hem and we make products you’ll want to hold on to for a very long time.

 

The name is Swedish, Where is Hem from ?

We’re a truly global company. Our headquarters and Design Studio are located in Stockholm, and our team comes from nearly all continents. We have sales representatives across the globe.

 

Can I speak to someone in person?

Of course! We are available to answer your questions every day via telephone or email. When you get in touch you'll be assigned a personal customer service member who will take care of your questions or your order, from the initial enquiry to the final stages.

 

Products

 

How good is the quality of Hem Designs?

We design our pieces down to the finest detail. Our product development team obsesses over materials and finishes to make high-quality products you’ll want to hold on to for a very long time. Our products are tested and adhere to many different global and local quality standards. Get in touch with questions on specific products.

 

Where are the Hem products made?

We work with some of the world’s best designers to create the products of tomorrow. All of our products except our rugs are designed, developed and manufactured in Europe. In our Hem workshop in Helsinki, we develop all of our products until we are satisfied with each detail. In terms of manufacturing, we work only with trusted factories around Europe. For rugs, we rely on the experience of renowned Indian factories to deliver the highest quality craftsmanship.

 

How is Hem's furniture produced?

Our furniture is manufactured using advanced technological processes and undergoes stringent quality checks at all critical stages during production. Our team has decades of experience within the furniture industry and ensure that you receive a product that provides you with years of enjoyment.

 

Orders & Payments

 

How do I place my order?

Your orders can be placed quickly and easily via our website. Just add the products you want to your cart and go to the checkout. After giving us the necessary information we need for your order, you can place your order and look forward to your much-anticipated new design pieces.

 

How can I pay for my Hem order?

We currently accept Visa, Mastercard and PayPal to make it as secure and convenient for you as possible.

 

How is my payment processed?

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.

 

Shipping & Delivery

 

Which countries does Hem ship to?

We currently ship to Austria, Belgium, Bulgaria, Switzerland, Czech Republic, Germany, Denmark, Spain, Estonia, Finland, France, Israel, Turkey, United Kingdom, Greece, Croatia, Hungary, Ireland, Iceland, Italy, Liechtenstein, Lithuania, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovenia, Sweden and the United States.

For orders above $10,000 to other countries, please get in touch and we will do our best to find a solution for you.

 

How much does Hem charge for shipping?

It depends on where you live and on the type of product. We offer free shipping for all parcel shipments above a minimum amount depending on the product. See the shipping charges at checkout.

 

How long do I have to wait for my products?

Shipping from our local warehouses in Europe and the USA takes 1-2 weeks depending on where you live.

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 ship.

If you have ordered a customised piece, it will take 8-12 weeks for you to get your product. We will keep you updated on your expected delivery date. Customers in the United Kingdom, please note that deliveries to Northern Ireland and Scotland have a longer delivery time (11-13 weeks) and are slightly more expensive than deliveries to England and Wales.

 

What is Hem's delivery policy?

For parcel products, we will ship the products to you as quickly as possible.

For freight products, we will get in touch a few days before your delivery to arrange a convenient date and time for the delivery.

Read the full delivery policy and charges here.

 

Guarantee & Returns

 

Does my furniture come with a guarantee?

Our aim is to provide furniture that is fully functional upon receipt and made with superior-quality craftsmanship. If you are unhappy for any reason, please contact us and we will do all we can to make sure that you are 100% satisfied with your purchase.

 

What is Hem's return policy?

We want you to be 100% satisfied with your purchase from Hem. Once you have received your delivery, please inspect it for quality. We will return, refund or replace any item that arrives damaged. If you are not happy with your item, you may return your undamaged and unused Hem purchase 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.

For questions on returns of the discontinued customised solutions range, please get in touch with our customer service.

Unfortunately, no returns are possible for customers in Israel, Turkey and Canada.

 

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

Just contact us and we will make the process as easy as possible for you.

 

What can I do if a product arrived damaged?

We want you to be 100% satisfied with your order. If something is wrong, get in touch with our customer service team.