Orders and deliveries

Thank you for choosing HEME. 

Delivery times may vary as the pieces are unique, limited and produced to order. 

We are happy to answer any questions you may have and you can contact us by e-mail at heme@heme.pt, particularly in relation to deliveries, returns and refunds.

The materials we work with are all natural and the pieces are produced by hand. In this sense, the materials may have small imperfections that are inherent to them. 

The products we present are samples and may not be exactly the same as those we deliver, since even within the same species there are no identical or uniform woods. 

However, it is also these natural characteristics that make our pieces unique and with personality, always maintaining a high standard of quality.

DELIVERY SERVICE:
 
Shipping costs shown are valid for deliveries in mainland Portugal. For other destinations, the price will be indicated after the order is placed.

For deliveries to remote geographical areas/difficult to reach, a surcharge may apply to the delivery service shown.

Deliveries are made from Monday to Friday during daytime hours by professional carrier. The day of delivery will be communicated to the customer in advance and the customer must ensure that someone is present at the delivery point to receive the order.

If it is not delivered on the first attempt, a second postage letter will be charged at the same rate as the first. 

If the delivery address provided by the customer is incomplete or incorrect, an additional shipping charge will be applied to cover the additional costs.

Our products are packaged with the utmost care to protect the products purchased during transport to their destination. Upon delivery, the customer must confirm that the packaging is undamaged and properly sealed and strapped.

COMPLAINTS

In the event of any non-conformity, you should mention it on the carrier's receipt sheet, such as "Damaged box", "Box with drop marks", "Box without sealing tapes/belts", so that a complaint can be made to the service immediately.

However, once your order has been accepted and you open it, if you notice any damage caused by transport, you should immediately contact our support service at heme@heme.pt with a detailed description of the damage and photographs to prove it, both of the items and of the outer packaging.

Our returns policy is valid within 4 days of purchase and only applies to orders placed in Portugal. Returns are unfortunately not possible after this period. Please contact us for further information. Items must be returned in the same condition as they were delivered and in their original packaging. 

Our customer service will assess the situation and initiate an enquiry process, which may take up to a maximum of 14 working days to confirm.

All items require proof of payment. We do not exchange products. If the refund is approved, we will refund the amount as described below.

We have an electronic complaints book. 

REFUNDS:
 
Once we have received the product and checked its condition, the refund will be made within 7-10 working days using the same payment method. 
The refund does not include delivery costs relating to the original order. 
Returns are not accepted for reasons other than product defects. 
 

BILLING:

Upon receipt of the order and proof of payment, the purchase invoice will be sent by e-mail. The original invoice (on paper) will be sent together with the item purchased.