Terms & conditions

Who you are buying from

You are buying from HJEM LTD (trading as HJEM).

HJEM is the trading name of HJEM LTD, a company registered in England and Wales.

Our registered office is 50 Hart Plain Avenue, Waterlooville, PO8 8RX.

You can reach us by email at hello@hjem.uk, or by phone or WhatsApp on 07548 220 217. We reply within 48 hours, and a real person reads it. Company number 16907617.

Our pieces

Every piece is one of one, whether antique, reclaimed or vintage. We describe each honestly, including signs of age, wear and repair, and show close-up photos of anything notable. Because these are old and handmade objects, small variations in colour, grain and finish are part of their character and not faults. Screens can also show colour slightly differently.

Prices

Prices are in pounds sterling (GBP). The price shown against a piece is the total payable for that piece: what you see is what you pay, and nothing is added to it at checkout. Delivery is charged separately and is not included in that price; how that works is set out below.

We take care to price accurately, but if we spot a genuine error we’ll let you know before taking payment and you can confirm or cancel.

Placing an order

When you go to checkout we reserve the piece for you for a short window so nobody else can buy it while you pay. Your order is an offer to buy; a contract forms when your payment is confirmed and we email to acknowledge it. If we can’t fulfil an order for any reason, we’ll contact you and refund you in full.

Payment

Payment is taken securely by Stripe. We don’t see or store your card details. What you pay at checkout is the price of the piece and nothing else; delivery is quoted and invoiced separately once we know where the piece is going.

Delivery

We deliver across the UK, and here is the part worth being plain about. Because every piece is a different size and weight and starts from a different place, we cannot put a delivery price on the page in advance. So you pay for the piece at checkout and give us your address, and we come back within two working days with the cost of getting it to you. That means when you pay, you know the price of the piece but not yet the cost of delivery.

Because of that, the delivery quote is a separate thing you are free to accept or refuse. You owe us nothing for delivery unless you have seen the quote and agreed to it, and nothing is booked or charged before then. If the quote doesn’t suit you, you have two options and both are fine by us:

• Arrange your own collection or courier, and pay us nothing further.
• Tell us you’d rather not go ahead, and we’ll cancel the order and refund the price of the piece in full. You don’t need a reason, and there’s nothing to pay.

Timescales vary by piece and destination, and we’ll give you an estimate when we arrange it. See our delivery & returns page for the detail, including the cancellation form.

Cancelling and returns

As a distance-selling consumer you have the right to cancel within 14 days of the day you, or someone you nominate, receive the piece, under the Consumer Contracts Regulations 2013. You don’t have to give a reason. To cancel, email hello@hjem.uk, or use the model cancellation formon our delivery & returns page. Any clear statement that you are cancelling will do. Tell us inside those 14 days, and you then have a further 14 days to get the piece back to us.

When you cancel 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. We make the refund within 14 days of getting the piece back, or of you giving us evidence that you’ve sent it, whichever happens first, and by the same method you paid with.

Getting the piece back to us is yours to arrange and yours to pay for, unless the piece was faulty or not as described, in which case we cover it. You can send it back by whatever means you like, at whatever that costs you.

Most of our pieces are too large and too heavy to go by post, and the regulations say that where that’s true we must tell you what a return will cost before you buy, not after. We can’t honestly put one figure on it, for the same reason we can’t put one on 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 and you owe nothing until you accept that quote, and the quote will never come to more than what you paid us to deliver that same piece. Anything above that figure is ours to absorb, not yours. If you arranged your own delivery, so there is no such figure, we’ll quote the collection and you are free to refuse it and arrange your own return instead.

You’re welcome to handle the piece as 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.

Faulty or not as described

Your rights under the Consumer Rights Act 2015 apply: if a piece arrives damaged, faulty in a way we didn’t describe, or materially not as described, contact us and we’ll put it right: a repair, a replacement where possible (though pieces are one-of-one), or a refund. You have 30 days from delivery to reject a faulty piece outright and get your money back, and rights beyond that period too. Nothing on this site shortens either.

Our liability

We don’t exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, or for fraud. Otherwise our liability is limited to the price of the piece.

If you want to complain

Tell us, and tell us plainly. Email hello@hjem.uk or call 07548 220 217 and say what happened and what you’d like us to do. We’ll acknowledge it within two working days, look into it properly, and come back to you with an answer and what we propose within 14 days. If it’s going to take longer than that, we’ll say so and tell you why rather than going quiet. One person reads these, so there is no ticket queue for it to get lost in.

If we can’t settle it between us, here is where that leaves you, stated plainly because you are entitled to know before you buy. We’ll write and tell you we’ve reached the end of what we can do between us, and at that point we’ll give you the name and website of an alternative dispute resolution provider competent to handle a complaint like yours, and say whether we’re willing to use it in your case. We’re not currently a member of an ADR scheme, and no law or trade body requires us to be, so we can’t promise in advance that a provider will take your case or that we’d be bound by what it decides.

What is open to you whatever happens is the courts: these terms are governed by the law of England and Wales, as set out below, and the small claims track exists for disputes of about this size. Citizens Advice runs a free consumer helpline that will talk you through your options first, and we’d rather you used it than gave up.

Governing law

These terms are governed by the law of England and Wales, and disputes fall to its courts. For any question, email hello@hjem.uk.

Changes to these terms

We may update these terms from time to time; the date at the top shows when they last changed. The terms that apply to your order are the ones published when you placed it.