Delivery & returns

Delivery

We deliver across mainland UK. Because pieces vary so much in size, weight and where they’re stored, delivery is quoted per piece rather than added automatically at checkout. At checkout you pay for the piece and give us your delivery address; we then get in touch within two working days with the cost of getting it to you. So you know the price of the piece when you pay, and the delivery cost shortly after.

The quote is yours to accept or refuse. Nothing is booked and nothing is charged for delivery until you’ve seen the figure and said yes. If it doesn’t suit you, arrange your own collection instead, or tell us you’d rather not go ahead and we’ll refund the price of the piece in full, no reason needed.

• Smaller pieces are sent by tracked, insured courier.
• Larger furniture is delivered by a specialist two-person service, placed in the room of your choice where access allows.
• Timescales depend on the piece and your location; we’ll give you an estimate when we arrange it. If you need something by a particular date, tell us and we’ll do our best.

When it arrives

Please have a look at your piece when it arrives. If something has been damaged in transit, a message and a photo in the first day or two genuinely helps, because that’s what a courier claim turns on and it lets us start putting things right sooner. That’s a request, not a deadline: telling us later costs you nothing. You have 30 days from delivery to reject a faulty piece and get your money back under the Consumer Rights Act 2015, and rights beyond that period too, whenever you happen to tell us. Hang on to the packaging until you’re happy if you can, since it makes any return easier, but you don’t have to.

Returns and cancellation

We want you to love your piece. If it isn’t right, you have the right to cancel within 14 days of the day you, or someone you nominate, receive it, under the Consumer Contracts Regulations 2013, and you don’t have to give a reason. To cancel, email hello@hjem.uk and we’ll help you get it back to us, or use the cancellation form below. Any clear statement that you’re cancelling will do. Tell us inside those 14 days, and you then have a further 14 days to get the piece back to us.

• Please look after the piece while it’s with you, and send it back as you received it if you can. You’re welcome to handle it the way you would in a shop, to see what it is and how it works. If it comes back worth less because it was handled beyond that, we may deduct that loss in value from your refund, and we’ll explain the deduction rather than simply making it. We don’t require the original packaging, though it does help.
• The cost of getting the piece back to us is yours, unless it was faulty or not as described, in which case we cover it. You can return it by whatever means you like, at whatever that costs you.
• We refund the price you paid for the piece, plus what you paid us for standard delivery of it if delivery had already been invoiced and paid. If you chose a more expensive delivery than our standard option, we refund the standard cost rather than the upgrade.
• The refund is made within 14 days of the piece reaching us, or of you giving us evidence that you’ve sent it back, whichever comes first, and by the same method you paid with.

What a return costs

Most of our pieces are too large and too heavy to go by post, and the regulations say that where that’s true we have to tell you what a return will cost before you buy, rather than springing it on you afterwards. We can’t honestly give one figure, for the same reason we can’t give one for delivery: every piece is a different size and weight and going to a different place. So instead of a guess, here is a cap we hold ourselves to.

• If you’d like us to arrange the collection, we quote you the exact cost in writing first. You owe nothing until you’ve accepted that quote.
• That quote will never come to more than what you paid us to deliver the same piece. Anything above that figure is ours to absorb, not yours.
• If you arranged your own delivery, so there’s no such figure to measure against, we’ll quote the collection and you’re free to refuse it and arrange your own return instead.
• If the piece was faulty or not as described, none of this applies: the return is on us.

Model cancellation form

You don’t have to use this. An email or a letter that makes clear you’re cancelling does the job just as well. It’s here because the regulations say we must give it to you, and because some people would rather copy something out than compose it from scratch. Copy the text below, fill in the parts in square brackets, and send it to hello@hjem.uk or to 50 Hart Plain Avenue, Waterlooville, PO8 8RX.

(Complete and return this form only if you wish to withdraw from the contract.)

To HJEM LTD (trading as HJEM), 50 Hart Plain Avenue, Waterlooville, PO8 8RX, hello@hjem.uk:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods:

[name of the piece, and your order number if you have it]

Ordered on [date] / received on [date]

Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:

[*] Delete as appropriate.

Faulty or not as described

Our pieces are antique and we describe their condition honestly, wear and all. But if something arrives faulty in a way we didn’t describe, or materially different from its listing, your rights under the Consumer Rights Act 2015 apply and we’ll make it right.

If something goes wrong

Tell us, and tell us plainly. We acknowledge every complaint within two working days and come back with an answer and what we propose within 14. If we can’t settle it between us we’ll say so in writing, and give you the name and website of an alternative dispute resolution provider competent to handle a complaint like yours, along with whether we’re willing to use it in your case. We’re not currently a member of an ADR scheme and aren’t required to be, so the courts of England and Wales remain open to you whatever happens. The full version of this is in our terms.

Questions

Anything at all, email hello@hjem.uk or call 07548 220 217. We reply within 48 hours.