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Hello! How can we help?

Browse and find answers in our frequently asked questions

  • Top questions

    • We do! Hem for Professionals is our dedicated service for designers, architects, interior designers, and design professionals at large, giving direct access to inventory status, quotes, and orders with trade pricing and terms. We currently offer this program in the US, EU, and United Kingdom.

      Learn more about Hem Pro

    • 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.

      We also attend design fairs around the world and like popping up with temporary spaces, so stay up to date with us on social media and through our newsletter to hear about our next event!

      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.

    • Our headquarters—office and showroom—are 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—are 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.

      We also attend design fairs around the world and like popping up with temporary spaces, so stay up to date with us on social media and through our newsletter to hear about our next event!

      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.

    • We would never say never!

      In the meantime, our headquarters are located in Stockholm, Sweden and we have two showrooms in the US: one on the east coast in New York, NY, and another one on the west coast in Los Angeles, CA. Click here to book a visit with us!

      For all the latest news on showroom openings, pop-ups, exhibitions, and vignettes around the globe, sign up for our newsletter and follow us on Instagram and Facebook.

      We can’t wait to meet you!

  • Order

    • You can place an order directly through our website! For non-trade orders, go to hem.com simply adjust the quantity of the item you would like, and add it to your cart.

      You are currently on our Hem Pro site which 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. To place an order on Hem Pro, you must have a Hem Pro account and be signed in. Once logged in, you’ll be able to see your trade discount and add items to your cart. If you don’t yet have a Hem Pro account, you can apply here.

    • 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.

  • Shipping and delivery

    • As part of our goal to make great design accessible, we can ship items within the European Union, United Kingdom, United States (48 lower states), and Canada! Our items ship from one of our two warehouses (in Illinois, US or in Poland, EU) depending on your location.

      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.

      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 AustraliaNew-Zealand and Asia (Israel, South Korea, Japan) and they carry most of our collection. Feel free to contact them for more information on their shipping/delivery policy!

    • Global is the goal!

      For now, online orders on hem.com are only available for customers located in the United States, European Union, United Kingdom, and Canada.

      For customers located outside of these regions, we work with selected partners located in AustraliaNew-Zealand, and Asia (Israel, South Korea, Japan). They carry most of our collection and they will be available to provide you with more information on their stock levels and shipping policy!

      For all of our other customers, we are always available to help you create an order whenever possible! Please reach out to info@hem.com with your order request and delivery details and we’ll do our best to assist you.

    • The shipping rate for your order is determined by the size and the weight of the items in your cart, combined with the delivery address. You can find a breakdown of shipping costs in our shipping policy. The final shipping cost will be displayed at checkout.

    • Our goal is to ship as quickly and economically as possible. Your order will ship in full as soon as all items are in stock and within 1–7 days if the order is placed with all items in stock. When buying on Hem Pro, you can select a requested delivery date at checkout and we will hold the order to meet this requested delivery date.

      Once the order has shipped, you will receive a notification email with tracking information.

      If you need us to hold on to your package a bit longer, send us an email at info@hem.com with your order number and we’ll be happy to help!

    • Once all items are available to ship, your order will depart in full from our local warehouse (Illinois for US orders and Poland for EU and UK orders).

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

      For parcel orders, our logistics partners (FedEx for the US, GLS for the EU and UK) will display on their website an estimated delivery.

      For freight orders, our delivery partner will contact you before the delivery to propose a delivery date and time frame. 

      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, 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 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.

    • Depending on the size of your order, your items will ship either as a parcel or freight.

      All US parcel orders are shipped through FedEx and all EU and UK parcel orders are shipped through GLS. Your order can be tracked directly from your shipping confirmation email, by just clicking on the link! 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.

      Freight orders in the US are shipped with Mainfreight (our last mile partner GoBolt is in charge of delivering freight orders to the greater Los Angeles area), and in the EU and UK they are shipped with Gefco.

    • We strive to ship as quickly as possible! Due to this we do not offer expedited shipping at checkout. If you’re on an extra tight deadline please reach out to info@hem.com and we will do our best to help.

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

    • As a Pro customer, we offer the option to provide a Requested delivery date for your order at checkout. This enables you to specify a date that is later than when the order would naturally get delivered if following our standard practices.

      If a Requested delivery date is not provided, all complete orders will ship within 1 to 7 days following payment. Once your order has shipped you will receive tracking information. Using this number you will be able to track your order and see the expected delivery date.

      For orders shipping freight, Mainfreight will reach out 48 hrs in advance to schedule a suitable delivery window (M-F) with you.

    • As a Pro customer, we offer the option to provide a Requested delivery date for your order at checkout. This enables you to specify a date that is later than when the order would naturally get delivered if following our standard practices. Without a requested delivery date, in-stock orders ship within 1–7 days of payment.

      Once your order has shipped you will receive a notification email with tracking information. All orders ship either via Parcel, through UPS, or by Freight.

      Parcel UPS: Shipments are delivered UPS ground. Tracking will show an expected delivery date. It is not possible to schedule the delivery with UPS for these shipments, however by creating a UPS profile you can tailor your delivery. (Delivery with/without a signature, delivery to a pickup point, etc).

      Freight: For our US customers, orders can be tracked here. If you would like to reach out in advance to schedule the delivery, Mainfreight representatives can be reached at 630–496–7400.

    • 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.

      If your order has shipped and you would like to change the delivery date, please send us an email and we’ll see what we can do! We strive to ship every order quickly and economically. Due to this the window for order changes is often very short.

    • For UK Pro customers, 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.

  • Payments

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

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

    • Once your return has been received and checked by our warehouse, we will process your refund. Please note it may take 10–14 business days for the warehouse to inbound the return and for the refund to be processed. As soon as the return is processed, a confirmation email with all details will be sent to you.

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

  • 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.

      The customer is responsible for any shipping charges associated with returning the order to our warehouse. The return can be made using the carrier of your choice.

      For freight returns, our customer team is also available to provide a quote based on the items you wish to return.

      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! As we strive to keep improving our service and products, it would be great if you could also share with us the reason of the return :)

    • The return shipping costs will vary, depending on the weight of the product and where it is being shipped from.

      For freight orders, our customer team will be happy to provide you with a detailed quote. If you accept it, we will organize the pickup and the amount will be deducted from your refund.

      Since the customer is responsible for any shipping charges associated with returns, you are free to use another option. 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.

    • Our warehouses are located in Illinois for our US orders, and in Poland for our EU and UK orders.

      To initiate a return, please email info@hem.com with your order number and reason for return. We will then share with you the warehouse address to where the products need to be returned.

      Please note that to be able to accept your return, items must be new and in original packaging. 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.

      Click here for further detail on our shipping and return policy.

    • 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.

    • Once your order has been processed through our warehouse, we will issue a refund via your original payment method within 2 weeks. 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.

  • 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 refer 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

    • 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!

    • At Hem we pride ourselves on doing things slightly differently. We strive to provide fair prices all year long. Therefore we do not follow the usual sales calendar.

      The best way to keep up to date on what is happening at Hem is through our newsletter. Promotional campaigns are reserved for our subscribers only! If you want a sneak peek at what’s coming up next (including exclusive sales) be sure to register your email address here.

  • 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.

      Curious to learn more about our trade offering?

    • 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 5,000—25% Discount

      • Between 5,000 - 10,000—30% Discount

      • Between 10,000–50,000—35% Discount

      • Above 50,000—40% Discount

      The prices displayed once logged in to the Hem Pro website will show your base discount. If your cart total meets one of the above thresholds, your cart discount will update accordingly.

    • Applying for a Hem Pro account is simple and only takes a few minutes! Go to pro-signup.hem.com to apply.

      If you are tax exempt, don’t forget to attach your valid reseller certificate when filling out the application.

    • 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 +46 859 50 09 09 (EU) or 310–980–3029 (US) and we will 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).

      With a Hem Pro account (available to all our trade customers) you can order swatches free of charge. We strive to act with the environment in mind—please order thoughtfully and reuse them when possible! You can apply for an account here.

      At this time we are not able to offer rug samples. If you are interested in specifying our rugs in your projects and need more details and pictures, feel free to send us an email at pro@hem.com and we will be happy to help.

    • 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.

    • 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.

    • If you need a copy of your invoice, send us an email at info@hem.com with your order number and we will be happy to send you the requested invoice. The final invoice can only be sent after your order has been shipped out.

    • Your Hem Pro account is linked to your specific email address and therefore cannot be updated from your account page. If you need to change your account email address, send us an email at pro@hem.com and we will be happy to help!

    • 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. You can browse the Hem Pro website in the meantime but won’t be able to see prices with your applied discount 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.

      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).

  • 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.

    • Hem manufactures 98% of its collection in Europe, and the remaining 2%—our rug collections—are produced at a GoodWeave-certified manufacturer in India.

      Working with European factories also helps us to reduce the carbon footprint of our production since we are limiting the dispersion of our supply chain.

      You can click here to read more about our sustainability commitment!

    • 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.

      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? Send us an email at info@hem.com and we’ll be happy to help!

    • To know what to expect once your order arrives, you can go to the product’s page to see the shipping details under 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. Send us an email at info@hem.com and we’d be happy to tell you the weight per box if you’re interested!

      Refer to our shipping policy for additional information about our delivery methods.