Each product page displays "ships within" information. This is the estimated time (actual time may vary) from order 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. From dispatch to delivery is usually not longer than a week. For time sensitive deliveries please reach out to our customer team on email@example.com.
Please note that 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.
The shipping rate for your order is determined by the value of the items in your quote. It is calculated at 5% of the quote total, plus an additional £70 charge per order which allows us to cover all the costs relating to transport and import customs procedures. This means that all shipping to the UK is Delivered At Place Cleared (DAP Cleared).
Additional duties and national VAT may be charged directly by the local tax authorities and need to be paid separately by the customer. Should you have further questions regarding additional charges please contact your local tax office.
Requested Delivery Dates
Have an upcoming install or urgent project? We suggest adding a requested delivery date.
When creating a quote on Hem Pro you can specify a requested delivery date for your 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. If you have a time-sensitive project, send us an email with all details to firstname.lastname@example.org and we’ll do what we can to help!
Standard Delivery Services
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 for your delivery.
Small Parcels and Normal Parcels
Parcels are delivered by GLS. Once your order has shipped from our warehouse, you will receive a confirmation email from us with tracking details. You will receive the same tracking details directly from GLS as well via email and/or text message, depending on the country of delivery. We ask you to monitor the shipment via the tracking information that is sent to you. Please check the GLS website here for further details.
GLS will make two delivery attempts to the provided address. After two attempts, the parcel will be available for collection at the nearest GLS 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 email@example.com to arrange a new shipment. An extra delivery cost may apply.
Hem most commonly uses Gefco as Freight forwarders. This service includes standard curbside delivery. Curbside delivery means that the courier will deliver your item(s) to the curb of your specified delivery address. 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. 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 firstname.lastname@example.org to arrange a new shipment. An extra delivery cost may apply.
Please note, standard freight delivery is made on a pallet. This pallet will be left with the delivery.
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 email@example.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.
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 following reasons (but not limited to): missing original packaging, item packaged differently than way received, missing components, visible damages caused by 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 firstname.lastname@example.org. 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.
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. PRO-UK1000
- 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 date 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 & Stolen Packages
If your tracking information shows that your package was delivered, but you have not received it, please contact our customer team at email@example.com.
Note: we do not take responsibility for lost/missing packages that show successful delivery to the order address.