FAQ

Shipping Update

Due to mass port congestion, labor shortages, container shortages—and generally speaking, the global shipping crisis—our incoming goods are taking longer to arrive at our warehouse than normal. Read more here.

General

What is Hem?

Hem is a Stockholm-based furniture company providing iconic products designed by the most relevant designers today. We deliver directly to your door at the best possible price, without compromising on quality.


What does Hem stand for?

From the initial idea to the production process, every product has a story. We create original designs together with our extensive network of designers and manufacturers, and by selling our products directly online, we make them affordable and accessible. We also innovate on assembly solutions to make things even easier for you.


Why should I buy from Hem?

Our furniture is unique, accessible and long-lasting. We make it simple to enjoy good design. We deliver products you’ll want to hold on to for a long time.


The name is Swedish. Where is Hem from ?

Although our headquarters and showroom are located in Stockholm, our team comes from nearly all continents, which makes Hem a truly global company. We also have sales representatives across the globe.


Can I speak to someone in person?

Of course! We are ready to answer your questions every day via telephone: 310-980-3029 or email, info@hem.com. Once you get in touch, you'll be assigned a personal Customer Team member who will answer your questions or take care of your order, from the initial enquiry to its final stage.

Products

How good is the quality of Hem Designs?

Hem products are designed down to the finest detail. Our Product Development Team obsesses over materials and finishes to make high-quality items that will serve you for years. Every piece is tested and adheres to various global and local quality standards.

Where are the Hem products made?

All of our products - except rugs - are manufactured in Europe. We constantly develop our designs until we are fully satisfied with every detail. To ensure the highest quality craftsmanship, we only work with trusted factories around Europe, while our rugs are made in renowned Indian manufactures.

How is Hem's furniture produced?

Our products are manufactured with the use of technically advanced methods and undergo plenty of rigorous quality checks at all critical stages of the production. With decades of experience in the furniture industry, our team can ensure you will receive a product that will bring you joy for years.

Orders & Payments

How do I place my order?

You can place your order via our website. All you need to do is to add the products to the cart and proceed to checkout. To finalize the transaction, we need you to provide us the necessary information. That’s all, now you can look forward to receiving your new favorite piece!

How can I pay for my Hem order?

We currently accept most major credit cards, as well as PayPal.

How is my payment proceeded?

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?

Shipping & Delivery

Which countries does Hem ship to?

We currently ship to most countries in the European Union, Norway and Switzerland, as well as the United States and Canada.

How much does Hem charge for shipping?

It depends on the type of product and where you are shipping. We have broken it all down in our Shipping & Return policy here! 

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 be shipped.

What is Hem's delivery policy?

Read our Shipping & Return Policy for more details.

Warranty & 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 do I need to do if I want to return a product?

Just contact us at info@hem.com within two weeks of receipt and we will make the process as easy as possible for you.