Complaint

How do I make a complaint about an item?

If, contrary to expectations, you receive an incorrect or defective item, you must contact customer support as soon as possible - but no later than within 3 days of receiving the item. Complaints must be made in writing to info@hemdesigners.se and a complaint form obtained by Hemdesigners must be filled in. You can also download the complaint form HERE. A correctly completed complaint form facilitates the handling of your case. In addition to the completed complaint form, photos of the perceived damage (as noted on the complaint form) as well as a receipt or order confirmation are required.

Note that we only process complaints in writing via email for your safety. Updates regarding your case are always sent to the email address specified when ordering.

IMPORTANT! If a damage/error/dirt is discovered immediately upon unpacking, it is important that a picture is taken at once while the product is still in the packaging, to reinforce that the product was delivered in this condition and did not occur during unpacking. Hemdesigners waives all responsibility for delivery errors if the above criteria are not met at the time of the complaint. If your fault report is approved, we will contact you to provide further instructions. In the case of approved returns, we send further instructions to send the item back at our expense.

Transport damage 

We urge you to carefully examine the goods upon delivery to ensure that there is no damage on the packaging. If the goods are damaged during transport, the shipping company is responsible for payment - therefore visible transport damage must be noted directly on the driver's hand scanner or waybill.

Visible and hidden transport damage must also be reported to Hemdesigners in writing within 3 days. Please note that if you discover any damage or defects immediately upon unpacking, the pictures must be taken immediately where the packaging itself is also visible to ensure that the damage / defect did not occur when the product was brought in / unpacked or used.

If the item is damaged or lost when you return it, you are responsible for payment.

Delivered goods may not be returned without our approval. Always contact customer support before returning an item. In the event of a complaint, you must attach a copy of the delivery note or a letter with name, address and order number.

If the delivery, invoice address or ordered item is incorrect due to incorrect information from the customer, a handling fee of 280 SEK will be charged.

Hidden errors: Report in writing to info@hemdesigners.se as soon as the error is discovered. Please fill in and attach our complaint form.