FAQ

Hem develops unique designs 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.

 

 

 

 Please reach out to our UK representatives, Relay Design Agency on email at hello@relaydesignagency.co.uk or by phone at +44 (0)203 488 1418

What is the Hem Pro discount?
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

£5,000 - £10,000  – 30% Discount
£10,000 - £50,000 – 35% Discount
Above £50,000 – 40% Discount

If your cart total meets one of the above thresholds, please reach out to orders@hem.com to help you adjust your cart total.

Can I update my Hem Pro account email address? 
Your Hem Pro account is linked to your specific email address and this feature cannot be updated from your account page. If you need to change your account email address, send us an email to pro@hem.com and we will be happy to help!

 

 

 

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.

Where can I find samples / swatches?
You can find all of our available samples here. If you are looking for samples for a specific product you can find it on the product’s page, under Order samples.

Once the order is placed, samples will ship out within 2-5 business days. Please note that samples ordered on Pro are sent from Sweden so may take up to 7 days to arrive once shipped. Need something faster? Please reach out to Relay Design Agency.

With your Hem Pro account you can order swatches free of charge. We strive to act with the environment in mind - please order thoughtfully and reuse them when possible!

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.

Where can I find CAD/BIM files?
When logged in to your Hem pro account, you can find all available CAD / BIM files under each product’s page by clicking on Downloads and then CAD files.

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.

 

 

Your orders can be placed quickly and easily via our website. Just add the products you want to your cart and proceed to checkout. After providing the necessary information, you can finalize your order and look forward to receiving your new design pieces.

Can I choose a delivery date and a purchase order reference?

Of course! When placing an order on Hem Pro you can specify your Desired delivery date and a Package label/PO number. You’ll be able to add those details on your cart’s page, right before clicking on Place order.

Please note, that although we cannot guarantee the exact date of delivery, we aim to accommodate this whenever possible given stock availability and ship-to location.

 How can I create a quote?
With your Hem Pro account you can create quotes directly online.

Go to the product you want to add, select quantity, and click on the Add to quote button. Click on the Cart icon (🛒) in the top-right corner and then on View quote.
You will land on your unique quote page where you can add delivery details to calculate the shipping cost and the total price.

To save a copy of your quote, click on the Print button.

How can I place an order for an item that is not in stock?
Lead times and stock levels are displayed on each product’s page.
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 and we will be happy to let you know when to expect more incoming stock and to place a manual order if needed.

 

 

Shipping & Delivery

Which countries does Hem ship to?
We currently ship to the United Kingdom, most countries in the European Union and the United States. Due to tax restrictions, orders placed on Hem Pro are only able to be delivered to the UK. Need delivery outside of Europe? Please reach out to orders@hem.com

How do I calculate the shipping cost on Hem Pro?
Shipping costs are based on the dimensions (weight and size) and value of the items added to your order. The different shipping rates can be found here.

Hem Pro automatically calculates the shipping cost at check-out. You just need to add items to your cart and fill in the shipping details (country, postcode / zip code) to try it out!

How long do I have to wait for my products?
Unless otherwise stated on the product page, orders ship within a few days. 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.

What is Hem's delivery policy?
Read our Shipping & Return Policy for more details.

Warranty and Returns

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.

What is Hem's return policy?
We want you to be 100% satisfied with your purchase from Hem. If you are not happy with your item, you may return your undamaged and unused Hem purchase in its original packaging 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.

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?
Our aim is to provide furniture that is fully functional upon receipt and made with superior-quality craftsmanship. Once you have received your delivery, please inspect it for quality. We will return, refund or replace any item that arrives damaged. Please get in touch with our Customer Team.