Frequently asked question (FAQ)

Below is a list of our frequently asked questions. If you can’t find the answer you’re looking for, please to reach out to our wonderful sales team at collection@hyem.co

About Hyem

Where are you located?

Our design and sales team is based in London, UK. We’d be delighted to assist you from here.

Who designs your collection?

Our collection is designed by Pernille Lind and Richy Almond. To learn more about their design philosophy and creative process, please visit our ‘About’ page.

Where are your pieces made?

Hyem’s collection is carefully made to order by skilled artisans in both the UK and Portugal, ensuring the highest quality craftsmanship.

Where can I view your collection?

While we don’t have a physical showroom, we are happy to provide digital catalogues – just drop us an email at collection@hyem.co to request one.

Do you offer samples of your finishes?

Yes, we offer samples of every material and finish in our collection. We can send them directly to you by post. Simply email us at collection@hyem.co with the samples you’d like to receive.

Customisation and trade options

Can I customise a piece from your collection?

Yes, many of our pieces can be customised to suit your home perfectly. Whether it’s adjusting dimensions for non-standard mattress sizes, changing heights, or tweaking proportions, we can tailor each piece while keeping its original design intact. Drop us an email at collection@hyem.co to discuss your design.

Are your pieces made to order?

Yes, all of our pieces are made to order. However, we may hold a small amount of stock. You can find the lead times for each piece on its individual product page. If you’d like to check on availability, please don’t hesitate to email us.

Do you handle orders for large-scale commercial projects?

Absolutely, we offer bespoke designs for select commercial projects. If you’d like to discuss a project, please get in touch with our team at collection@hyem.co – we’d love to explore how we can collaborate.

Do you cater to trade buyers?

Yes, we’re happy to work with trade professionals. To apply for a trade account, simply submit your details and our team will verify and get back to you within 3 working days.

Stock availability

What items are currently in stock?

While we primarily make everything to order, we do hold a small amount of stock on selected items. If you’re looking for something specific, please email us at collection@hyem.co and we’ll be happy to let you know what’s currently available.

Lead Times

How long will my order take to be delivered?

Lead times vary depending on the piece, but most pieces are made to order for you in 10-12 weeks. You’ll find the estimated time for each product on its individual page. If you need more details please feel free to email us.

Can you guarantee the delivery date?

We provide estimated delivery dates at the time of order but cannot guarantee exact lead times, especially for bespoke items.

Will I be informed of any delays?

Yes, we will notify you as soon as possible if there is an extension to the quoted lead time.

Delivery

Where do you deliver from?

Orders are dispatched from our manufacturers in the UK and mainland Europe.

What is included in the delivery service?

Most products will be delivered via truck in protective wooden shipping crates to curbside.

The driver will typically wheel the crates to as close to your front door as is feasible, but will not place the crates inside of your home.

Delivery is within working hours (9 AM – 5 PM, Monday to Friday). Unpacking and assembly are not included, nor is removal of the shipping crates.

Can I request delivery outside of working hours?

Yes, but additional charges may apply, please contact us for a quote.

Will I get a timed delivery slot?

Timed slots are not always possible, but tracking information will be provided and the target delivery date will confirmed on dispatch. In many cases our couriers will contact you directly.

What happens if I miss my delivery?

A redelivery charge may apply.

What should I check before ordering furniture?

Ensure there are no access restrictions such as narrow doorways or staircases. We can provide full dimensions and weights upon request.

Do I need to provide lifting help on delivery day?

Yes, you must arrange for assistance to move large crates into your home.

Do you offer a white glove service?

Unfortunately we are not able to offer a white glove delivery, assembly or installation service, but we can recommend third parties who offer this service in some locations. Please contact us for more information.

Import & Customs Fees

Are import duties and taxes included in the price?

No, customers are responsible for local import charges, taxes, and customs fees.

Do USA customers need to complete customs paperwork?

Yes, failure to do so in time may result in storage fees.

Care & Maintenance

How should I clean timber and marble finishes?

Use a soft, lint-free cloth. Avoid water and chemicals. A small amount of washing-up liquid on a damp cloth may be used for stubborn dirt.

Can I use wax on timber surfaces?

Yes, a small amount of natural beeswax may be used, but not on rattan elements.

How should I maintain brass finishes?

Dust with a soft cloth and avoid water or harsh chemicals.

Can I use metal cleaners on your metal finishes?

No, as they may remove the decorative patina.

Damage & Missing Items

What should I do if my item arrives damaged or with missing parts?

Report any issues within 48 hours and keep all packaging.

What if I dispose of the packaging before checking the item?

We cannot arrange a return without the original packaging.

Are items insured during transit?

Yes, but damage must be reported within 48 hours for an insurance claim.

Returns

Can I return an item if I change my mind?

Since all our pieces are made to order, we’re unable to accept returns if you change your mind.