Products
Do your products run true to size?
Hemm;s products are ordered from a variety of manufacturers, so the sizing varies from item to item! We provide a Size Guide on each item's page measuring the (if applicable) bust, waist, hips and the length. We would recommend comparing your own measurements to the Size Guide to find your best fit! If unsure of your size or if you fit between two sizes, we recommend ordering one size up.
How do I care for my jewelry?
Some tips to make sure your jewelry lasts for generations:
· Do not throw or drop jewelry onto hard surfaces.
· Avoid direct contact with sprays or extreme temperatures.
· Remove your jewelry while showering, swimming or exercising.
· Do not place directly in water for an extended period of time.
· Never use chemical cleaners or polishes.
· Clean and polish with a soft, dry cloth.
· Store jewelry flat to prevent bending or scratched crystals.
Will you be getting more stock?
We do our best to re-stock popular styles, however, some of the unpopular products are not always possible.
We do not currently have the facility to let you know if or when a product is due back in stock. If you would like to ask about a product, size or colour that is not shown, contact our Customer Services team.
Can I get more information on a product?
Yes, contact our Customer Care team and they will try to provide you with all the information you require.
What if my returns past the 20-days return window?
If the returned package is received after 20 days, a T&U Gift Card in the amount of the credit will be issued or you can start an exchange instead of the refund. Please note that purchase by T&U Gift Card cannot be returned or exchanged.
What should I do if I receive a faulty item?
If you receive a faulty item, immediately contact us at info@hemmthebrand.com with a brief description and photos of the defect/fault. Faulty items are those received damaged or with a manufacturing fault within 20 days of purchase.
What should I do if I received the wrong item or size?
If you received the wrong item or size, please email us at info@hemmthebrand.com, and we will assist you in resolving the issue.
How long do I have to initiate a return for a full refund?
You have 20 shipping service days (Mon-Fri) from the date your order was marked delivered to initiate a return. Returns received after this period are not eligible for a refund.
Orders
Do you offer promo/coupon codes?
We do offer 10% off your first order to customers who join our email list. Please note, these codes are not combinable with any other offer. To be kept in the loop about sales or special offers, please join our email list and follow us on Facebook, Instagram, Twitter and Pinterest.
Can I edit my order after I submit order?
With our current order fulfillment system, customer is unable to edit his/her order that has already been placed. Please contact our customer service as soon as possible, if the order has not been fulfilled and shipped by our warehouse, we are able to edit your order.
Can I cancel my order after it has been placed?
Please contact our customer service within 24 hours after you place order. Once the order is shipped out, your order cannot be canceled. Please keep in mind that we try to ship out packages as quickly as possible so requests for cancellations or modification should be sent as soon as possible.
I just placed two orders, will you combine them?
Orders can be combined ONLY if the orders in question have not yet been fulfilled and shipped. To check the status of your order and inquire about combining orders, please contact our customer service and we will do our best to accommodate you.
PAYMENT
What form of payment do you accept?
We are using Paypal to accept payment , customers can complete the payment via debit or credit card, PayPal has a fast, easy, and affordable way to accept credit cards online.
When will I be charged for my order?
Ordering at Hemm, your funds will be removed from your account at the time you place your order. If you request to cancel your order before it shipped, you will get a full refund.
SHIPPING
When will my order ship?
Ordering at Hemm, your order will ship approximately 3 business days after your order has been placed as it is a normal processing time of each order. For holidays, Friday afternoons, weekends, and during physical inventory audits, the processing time will be started on the next weekday. Please allow additional time for shipping when placing your order ahead of your special event.
Please note: If your transaction requires manual approval or any errors are encountered with the entered billing and/or shipping addresses, this may delay shipment. To prevent this, please double check your information as you enter it at checkout and ensure you provide accurate contact information while placing your order so our team can reach out to you.
Do you ship to PO boxes or Military APO/FPO addresses?
Yes, we do ship to PO Boxes or Military APO/FPO addresses. Please allow additional delivery time to Alaska, Hawaii, PO Boxes, APO/AFO addresses, and U.S. Territories as there may be delays.
Will I receive my order in multiple shipments?
Depending on the number of styles ordered, your order may come in multiple packages. You will only be charged for shipping once. Each shipment will have its own tracking number and can be tracked under the same order number.
How do I track my order?
Tracking for your order is emailed to you once your order is shipped out. The tracking updates are available typically within 2-3 business days of shipping out, so please don't worry if your tracking hasn't been updated, your package is on its way to the distribution center.
AFTERSALE
How to make return or exchange?
If for any reason you are not satisfied with the product you have ordered online from Hemm, you can return it within 20 days of order delivery date. Product must be in original condition, unworn, unused, and with original tags attached. Refunds are issued in the original form of payment. Browse ourReturnsfor more details.
What to do if something in my order is damaged?
If you feel you have received a defective or damaged item, please contact us within 3 days of the delivery date.
My package is lost or I believe it was stolen, what do I do?
We would recommend checking your tracking number located in your shipping confirmation e-mail to ensure that the package has been marked as delivered, and we would also recommend double checking the shipping address of your order to make sure it is correct. Before contacting us, please call your mail carrier to make sure he/she did not do any of the following:
· Leave your package in your mailbox.
· Leave your package at your back door or in your garage.
· Leave your package with your neighbors or with whoever opened the door at your address.
· Leave your package with the front office or front desk if you live in an apartment, dorm, or gated community.
· Leave your package in your post office box, or in a parcel locker at your local post office, or at a parcel locker in your neighborhood, or if you shipped to a FedEx office, at their front desk or in your FedEx box.
If you are still unable to locate your package, we suggest that you should have to contact the mail carrier to discuss the issue and file a claim with them first. They are the responsible party in this matter. Meanwhile, please update us on the process, we want to do everything within our power to help you find resolution.
Others
Any Questions
You can contact us through ourcontact page! We will be happy to assist you.