We hope you love your HEM linen products that have been designed and made with care, however we are only human and we understand that sometimes, things happen. We will happily exchange (for equal or lesser value) or refund an unused item that is deemed faulty upon arrival - such as broken zippers, loose threads or tears. If your item is faulty please photograph and immediately email, along with your proof of purchase, to firstname.lastname@example.org so we can process as soon as possible.
* Please note that all items are quality checked and photographed prior to dispatch. Items damaged due to colour leakage are the responsibility of the owner and will not be considered for an exchange or refund. All faulty items must be deemed so before they are used as general wear and tear is not considered a fault.
Learn more about caring for your HEM linen on our Product Care Page
Change of Mind
We ask that you please choose your items carefully but if you do happen to change your mind we will gladly exchange for an item of equal or lesser value within 14 days of receipt. When purchasing a gift, please make a special note at checkout so we can extend the exchange time period. All items must carefully re-packaged and sent immediately after the return is approved. We recommend using Registered Australia Post Express or Registered International Post with insurance to return items. Please take note of your tracking number as HEM is not responsible or accountable for the loss of items being returned. All return shipping on change of mind or incorrect purchase is done at the customer’s own expense.
How to request an exchange or refund
- Email email@example.com to request your exchange/refund within 5 days of receiving your order. Please include your customer order number, and which item(s) you would like to exchange/refund and the reasons for your return. If faulty please include photographs.
- Once your refund/exchange has been approved, you will receive an email with your unique return number and the return address.
- Once your return is received, we will notify you by email and process your refund/exchange within 10 business days (please allow an additional 3 days for your refund to appear in your account).