FAQ
GENERAL QUESTIONS
What is the estimated delivery time?
Our estimated delivery schedule for the United States and the United Kingdom:
Dispatch time: 1–2 business days
Shipping: tracked and free
Total estimated delivery time: 5–8 business days
For more details, see our shipping policy.
I want to cancel my order. Is that possible?
The Hemlund order process is automated so that products ship quickly and accurately, so we cannot guarantee that an order can be stopped once it has been placed. If you need to change or cancel an order, email us straight away and we will do our best to catch it before dispatch. Once your order has been delivered, our 30-day returns (and, for UK customers, the statutory 14-day right to cancel) apply as described in our Return and Refund Policy. Please check your items carefully before you complete your order.
My order arrived damaged. What should I do now?
We're sorry your item arrived damaged. Contact us at support@hemlund.se within 30 days of receiving your order.
If possible, attach a photo of the item and your order number so we can resolve it quickly.
Under applicable consumer law you are entitled to a full refund or a replacement at no extra cost. We will make sure the problem is sorted out as soon as possible.
Which secure payment methods are available?
All payments are protected with SSL and can be made using:
We accept: secure card payment and bank transfer (bank transfer is available for bulk or special orders – contact us for details).
Read more in our billing terms.
How do I return my product?
To return your product, follow the steps in our return policy and contact our customer service team. For more details, see our return policy.
Where do I find my order number?
Your order number is sent with your confirmation email. Haven't received it? Just get in touch with our customer service team: support@hemlund.se
I'm not happy - what do I do now?
We're very sorry to hear you're not completely happy with your order. Our priority is that every customer is happy with their purchase, so we will do everything we can to put it right. Send us a message with your order details and what went wrong, and we will work with you to find the best solution. support@hemlund.se
We know that sometimes something isn't quite what you hoped for, and although we always aim for the highest quality, there are challenges in our industry. We appreciate your patience and understanding, and we want to stress that we are always here to make things right.
DELIVERY AND TRACKING
How much does shipping cost?
Hemlund covers the shipping cost and offers 100% free shipping on every product for customers in the United States and the United Kingdom.
My tracking shows no information - what do I do?
No problem! We keep you updated on your order by email, and you can also follow it live on our website. From the moment your parcel reaches the carrier, Track & Trace information is available. Please note that some delays can occur.
Why has my order not arrived yet?
We dispatch orders within 1 to 2 business days and our shipments take 5 to 8 business days in total to arrive. Occasionally delivery takes a little longer because of outside factors such as high demand at our supplier or carrier delays. We do our best to get your order to you as quickly as possible and keep you updated on its status by email!
REFUNDS & GUARANTEES
Where do I send my return?
How to send a return
- Contact us: Email support@hemlund.se with your order number and the reason for the return.
- Repack the item: Put the product back securely in its original packaging and make sure all labels and accessories are included.
- Ship the parcel: Follow the instructions in your return authorization email. Use a reliable, tracked shipping service.
Refund process: Once we receive your returned item it will be inspected. After approval a refund is issued to your original payment method within 14 days of us receiving the return.
We don't offer exchanges — return the item for a refund and place a new order. Any questions, email support@hemlund.se.
A flat return fee of $4.99 (UK: £3.99) is deducted from the refund when you change your mind (free of charge if the item is faulty, damaged or wrong).
How long do I have to return an item?
We offer 30-day returns from the day you receive your order. The statutory 14-day right to cancel (UK) is included within those 30 days.
How long does it take to get my money back?
Once approved, your refund is issued to your original payment method within 14 days of us receiving the return. Please allow up to 7 business days for the money to show up, depending on your bank.
What does it cost to return my order?
If you change your mind, we charge a flat return fee of $4.99 (UK: £3.99) per return. The fee covers return shipping and is deducted from your refund – you pay nothing up front. If your item arrived damaged, defective or incorrect, the return is always free. Read more in our return policy.
CONTACT
How long does it take to get a reply to my email?
We aim to answer every email within 1–2 business days. Please note that we can get busy - thank you for your understanding!
Can I contact you by phone?
Yes, you can also reach us by phone on +46 76 596 87 23 for business matters.
Our customer service team can be reached at support@hemlund.se
Customer service hours: Monday to Sunday: 9:00 – 17:00 (GMT)