Ordering
If a product is out of stock, can I still order it?
Orders can not be placed for items that are out of stock, unless it is clearly stated that it is a pre-order. This will be displayed on the product page. Products are not reserved until your order
has been confirmed.
Can I cancel or change an order online?
Yes, you can as long as the order has not been shipped. Send an email to sales@myhemmahome.com with your order number.
Can I order by phone?
Unfortunately, we are unable to take orders by phone at this time.
However, you can place orders by sending a message through on WhatsApp (COMING SOON).
Is the ordering process secure?
Yes; at HEMMA HOME we maintain the highest security levels. Spring website uses high-level SSL encryption technology, the most advanced security software currently available for
online transactions.
Can I get my order wrapped in a gift?
Gift boxes and luxury wrapping are currently unavailable - (COMING SOON!)
Can I order to an address other than my own?
Yes. You can change this yourself at checkout.
Shipping
Do you offer a click & collect service?
Unfortunately, we do not offer a click & collect service.
Does the package need a signature?
Yes. Our packages are sent by couriers who require the package to be signed.
Can I track my delivery?
Yes. You will be able to track your delivery with our courier when your package has been sent from our warehouse. You will receive a confirmation via email when your package has left our warehouse and this will include your tracking number so you can track your package.
Which countries do we deliver to?
We deliver orders to New Zealand, Australia, EU countries, United Kingdom, Switzerland, Israel, United Arab Emirates, Singapore, Hong Kong, South Korea, Malaysia, Japan, Canada and the USA.
For other countries please enquire by sending an email to sales@myhemmahome.com or message us on WhatsApp (COMING SOON)
How fast do you process oders?
All orders are processed within 24 hours from when the order is placed, however depending on which international warehouse your items are being shipped from, the time will vary.
Depending on the item, the expected lead time is 2-6 weeks - many products are also handcrafted and made to order.
Can I order plants or bio products?
Due to bio-security we can only ship real plants/vegetation and bio-products locally in New Zealand.
Return
What is your return policy?
Items purchased within the last 30 days are eligible for refund. The item(s) you wish to return must be new, unused, and in original packaging in salable condition. If you change your mind about an order, you may not be eligible for a refund - please get in touch with our team.
If your order has arrived damaged, please send an email
to us: at sales@myhemmahome.com with clear pictures of the damage and we can help you further.
Please note that we do not offer exchanges and once an order has been placed we cannot change it.
How do I get a refund and how long does it take to receive?
We aim to process your refund within 14 days of the date you sent your goods. You will be notified when the refund has been processed, and the payment method you used to order the item(s) will be credited if received within 30 days of delivery.
Can I change an existing placed order?
Contact us as soon as possible if you want to change an order.
We cannot change or cancel your order if it has already been processed or shipped. However, we will try to help where we can.
Please note, if applicable; that we do not cover any costs incurred during this process.
Can you arrange a collection of the goods?
Unfortunately, it is not possible to pick up any items.
what happens if my order arrives damaged or is incorrect?
If your goods have arrived in an unsuitable condition please contact us and we will try to resolve this as quickly as possible for you.
Care advice
Towel care instructions
Before using your new towel, we recommend soaking it in warm water and washing it to soften the fabric and prevent breakage.
- Machine wash 40-60°C
- Tumble dry at low temperature
- Iron at low temperature
- Do not use bleach
- Fold the towel carefully
In New Zealand it is common for us to hang up our towels, which can cause the loop in the basting fabric to break. If this happens, do not pull the loop, cut it off instead!
Bedding care advice
Here's how to take care of our bedding in the best way:
- Machine wash 40-60°C
- Do not use bleach
- Tumble dry on low heat or hang - iron on low heat
- Fold bedding neatly to avoid unnecessary creases and creases during use
Rug and carpet care advice
Here's how to take care of your rugs:
- Machine wash 40-60°C
- Do not use bleach
- Soft rugs can be tumble dried on low heat or hang.
- Fold soft rugs neatly to avoid unnecessary creases and creases during use
- Wash with water hose or in shower with semi-hard brush
Here's how to take care of your carpets:
- Wash with water hose or in shower with semi-hard brush
- Use a professional carpet cleaning machine
Payments and gift cards
What payment options do we accept?
We accept payments from all major credit and debit cards via
checkout. Payments will be debited when your order has been confirmed.
Which currencies can I pay in?
Our website processes many currencies, you can check this on our scroll-down menu of currencies in the header and pick the currency you prefer to shop in.
The website is designed to calculate prices accordingly.
Gift cards
Give your loved ones or maybe someone who just received a new home an exclusive gift card from Hemma Home.
To give a well elaborate gift card with many home design possibilities will warm all hearts.
On Hemma Home you can add your value to the gift card – you will receive the gift card in your email directly after the purchase.
Gift cards are valid 12 months after the purchase date (when the valid date expires, the gift card is not valid for any purchases and the remaining amount can't be refunded) This gird card can only be used at Hemma Home.
Lowest amount NZD $30.00
Highest amount NZD $1,500.00
Delivered through e-mail
Luxuriously delivered through the mail (physical card).
(EXTRA COSTS MAY APPLY FOR PHYSICAL DELIVERY)
Gift Cards are currently not available.
General
Do you have seasonal promotions/sales?
Yes, we offer seasonal promotions or sales, sign up on our email list to receive the latest news and offers.
Can I register/subscribe to newsletters?
Yes, you can sign up with your email to get the latest news and exclusive offers at the bottom of the website (footer).
If you wish to unsubscribe from our newsletter at any time, please contact us and we will make this change for you.
How can I contact Hemma Home?
The best way to contact us is through email:
sales@myhemmahome.com
You can also send us a message on WhatsApp. (COMING SOON)
Product Designs
We want to clarify that we do not own the designs of the products available on our platform, unless specified. These designs are sourced from various suppliers around the globe. Many of them are reproductions or high-quality replicas inspired by the original designs of renowned designers. All rights to the original designs belong to the respective designers. We strive to provide you with access to these exceptional designs while respecting the intellectual property rights of the original creators.
Product Listing Errors
Please note that while we strive for accuracy in our product listings, errors such as typos, incorrect prices, or system glitches may occasionally occur. In the event of such errors, we reserve the right not to fulfill orders affected by these inaccuracies. We apologise for any inconvenience this may cause and appreciate your understanding.
Do you offer worldwide e-design fit out consultations and services?
Yes, we offer worldwide e-design interior, fit-outs, and architectural-related consultations and services.
Please get in touch with our design experts by sending an enquiry on our 'Hemma Design Services' page or simply send an email to sales@myhemmahome.com