We’re getting a lot of questions about how the current global turmoil affects Hem. 
Short answer:
 We’re good. Read more here.

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, 310-980-3029 or email info@hem.com. 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.

 

What is Hem Pro?

Hem Pro is our online service for Design professionals. In addition to the normal Hem.com site, with a Hem Pro account you get full access to:

- Trade pricing
- Live inventory levels
- Direct quotes
- CAD / BIM files
- Samples / swatches free of charge
- Delivery options

 

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 10,000 USD– 25% Discount
Between 10,000 - 50,000 USD – 30% Discount
Between 50,000-100,000 USD – 35% Discount

The prices displayed on the Hem Pro website include the 25% discount as standard. If your order exceeds 10,000 USD send an email to pro@hem.com and we will be happy to help.


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!
 

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.


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

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.

 

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 quote. After giving us the necessary information we need for your order, you can place it and we look forward to your much-anticipated 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.
Please note: tax will not be displayed until you check out.

 

How can I pay for my Hem order?

We currently accept Visa, Mastercard, PayPal, bank transfers and bank deposits to make it as secure and convenient for you as possible. All orders are paid up-front and delivered after they are paid.


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. We will be happy to let you know when to expect more incoming stock and to place a manual order if needed. 

How is my credit card 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.


Where can I get a copy of my invoice(s)?

If you need a copy of your invoice, send us an email at pro@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. 

Shipping & Delivery

 

Which countries does Hem ship to?

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

For orders above $5,000 to other countries, please get in touch and we will do our best to find a solution for you.

 

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!
 

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 our Shipping & Return Policy for more details.

 

Warranty & Returns

Does Hem furniture come with a product warranty?

Vanguard Design and Outstanding Quality are the two hallmarks of Hem. Our products come with a 3-year warranty starting from the day you received the product. You should therefore always keep your sales receipts and delivery statements. Please read our full terms and conditions for our 3-year limited Warranty here.

 

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 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 at info@hem.com and we will make the process as easy as possible for you.