Terms of Sale

Lead Times

Our furniture is made to order, with lead times ranging from 4 to 12 weeks, depending on stock availability at the time of purchase. Please contact us to confirm current stock levels.

Bespoke items and custom variations on standard designs are also made to order and typically require longer lead times. These can extend up to 12 weeks or, in rare cases, even longer. We provide an estimated delivery date at the time of order; however, due to the nature of bespoke manufacturing, we cannot guarantee precise lead times for custom pieces.

If there is any potential delay beyond the quoted timeframe, we will provide as much advance notice as possible.

Delivery

Orders are dispatched directly from our manufacturers in the UK and mainland Europe. Standard delivery is to the curbside during business hours (Monday to Friday, 9 AM – 5 PM). Deliveries required outside these hours may incur an additional charge. Unpacking and assembly services are not included in standard delivery costs.

Transit times vary based on the delivery location. Please contact us for an estimated timeframe. While timed delivery slots are not always available, couriers will typically provide a delivery date and tracking details in advance. If a delivery attempt is missed, redelivery charges may apply.

Customers must ensure that there are no access restrictions preventing the item from being placed in its intended location. It is essential to check door widths, corridors, and turning circles before placing an order.

Hyem cannot accept responsibility if an item cannot be installed due to access limitations. Full dimensions and weights of packages can be provided upon request. Buyers must specify any necessary labeling requirements before dispatch. If an item is returned due to incorrect or missing labeling information supplied by the buyer, redelivery costs will be charged to the buyer.

Items are packaged in wooden shipping crates. Customers should arrange for appropriate lifting assistance on the day of delivery to move crates into their premises.

Import and Customs Fees

Listed prices include delivery but do not cover local import charges, taxes, or customs clearance fees. Customers in the UK and EU are not subject to import duties. However, certain items shipped to the USA may be subject to duties. It is the customer’s responsibility to check applicable fees locally before placing an order.

For UK, EU, and USA customers, we can provide general guidance on import charges upon request.

In rare cases, shipments may be randomly inspected by customs authorities. Any resulting storage fees will be passed on to the client unless the inspection is due to incorrect paperwork, in which case Hyem will cover the associated costs.

Bed Assembly

Our beds require assembly, with instructions provided. Each bed is delivered in two boxes. The bed head must be securely fixed to a wall using a split batten system, which is included. Suitable wall plugs must be sourced separately.

Care and Maintenance

• Timber and Marble: Dust regularly with a soft, lint-free cloth. Do not use water or chemical cleaners. For stubborn dirt, a damp cloth with a small amount of mild dish soap may be used. Timber surfaces can be maintained with natural beeswax but should not be applied to rattan elements.
• Brass Finishes: Dust with a soft, lint-free cloth. Avoid water and harsh chemical cleaners.

Metal Finishes

Our metal finishes are handcrafted, resulting in natural tonal variations. These variations are a unique characteristic of the product and should not be considered defects.

Due to the oxidation process, we cannot guarantee an exact match to control samples. Metal patinas will continue to develop over time, which is a natural aging process. Most metal surfaces are finished with a protective wax layer, but a lacquered finish can be requested for additional protection against oxidation.

Metal cleaners should not be used, as they may remove the decorative patina.

Stone & Marble

Stone is a natural material and will exhibit variations in veining and color. Each piece is unique, and exact matches to reference swatches cannot be guaranteed. However, representative slab images can be provided upon request.

Bespoke Works

For custom designs provided by clients, we cannot accept responsibility for design flaws unless a prototyping phase has been completed. We strongly recommend prototyping for all bespoke projects.

Damage

All items must be inspected upon delivery. Any transit-related damage must be reported within 24 hours. Please retain all packaging until the item has been thoroughly inspected, as returns cannot be processed without it.

We are not responsible for damage occurring during installation or due to misuse. Shipping insurance is available and recommended for all orders. If an insured item sustains damage in transit, we will file a claim on the customer’s behalf to arrange a replacement. Please note that mirrors are not insurable and are therefore shipped in protective timber crates.

Returns

As all items are made to order, we cannot accept returns for change-of-mind purchases.

Payments

We accept most major credit and debit cards, as well as direct bank transfers. For international transactions, we recommend using wise.com for cost-effective currency exchange and transfers.