Below are the most frequently asked questions by our customers. If one of your questions remains unanswered, don't hesitate to contact us directly.
If you wish to create an account, you can register at www.hjemme.fr by clicking on " Login " on the home page.
All you have to do is fill in your personal details and click on the " Validate " button.
If you try to register and receive an error message saying that your login details have already been used, you have already created a customer account with the email address you used.
If you don't remember the password associated with this email address, click on the " Forgotten password" link , and you'll immediately receive an email allowing you to reset your password.
To retrieve your password, please go to the login page and click on " Forgot your password? You'll then be able to enter your e-mail address, and a message will be sent to you with a link to reset your password.
If you'd like to be the first to know about HJEMME's sales events and new products, it's easy! All you have to do is sign up by clicking here, or via the Newsletter section of the site's home page.
No longer wish to receive the HJEMME newsletter? You can unsubscribe by clicking on the " Click here to unsubscribe " link at the bottom of each newsletter you receive. In most cases, when an unsubscription does not seem to be taken into account, it's because you have several email addresses and one of your addresses is a redirection to the one you are trying to unsubscribe with. If you encounter any problems, please do not hesitate to contact our support team
To modify your personal information, go to the " Account Information " tab of your HJEMME customer account, make the desired changes and validate the modifications.
A customer account with invoices cannot be deleted for legal reasons. However, if no purchase has yet been made on your HJEMME account, you can now send us an email requesting the deletion of your account to the following address: hjemme@outlook.fr
Yes, please specify when ordering.
Unfortunately, it is not possible to cancel or modify an order in progress.
To obtain more information about your order, you can go to the " My orders " tab in your customer account or contact our team directly.
When your order is handed over to the carrier, a message with the tracking number will be sent directly to your email address.
The products in your basket are unfortunately not reserved. However, they will remain visible as long as they are available.
Once your order has been confirmed, your parcel will be entrusted to the chosen carrier within 5 to 7 days.
In addition to this packaging time, you will need to allow for carrier processing times.
Delivery is free in mainland France and Corsica for orders over €150 with Colissimo.
Once your order has been handed over to the carrier, you will be given a tracking number. At each new stage of delivery, you should receive a notification email.
In this case, please contact our customer service department as soon as possible so that we can dispute the delivery of your parcel.
Our customer service department is here to help you with your enquiries - you can contact us at:
By email: hjemme@outlook.fr
By telephone: +33 (0)6 62 60 87 67
Via the contact form
If the buyer notices any breakage or damage to the parcel, he has three days to notify the seller.
If the original packaging is damaged, torn or open at the time of delivery, we advise you to check the condition of the items. If they have been damaged, you can refuse the parcel and note a reservation on the delivery slip (parcel refused because opened or damaged). It is the buyer's responsibility to check whether the parcel has been tampered with or damaged. We advise you to check the condition of the products in the parcel in the presence of the carrier.
If products are damaged or have been stolen, you must refuse the package and note a reservation on the delivery slip. HJEMME cannot be held responsible if the buyer has not made a reservation.
We strongly recommend that you take photos of the condition of the package and products and send them to us by email: hjemme@outlook.fr
For further information, please contact our customer service department.
Contact customer service as soon as possible to find out if it's not too late to change your address.
Once your order has been handed over to the carrier, we can no longer modify the information linked to your order.
All you have to do is wait for the order to be returned to us.
As soon as we receive your parcel, we will contact you to find out whether you would like your order to be returned or refunded.
We still invite you to check that no order confirmation email has been sent to you and that no order appears in your customer area.
Order not confirmed? You can try again.
We will debit your credit card upon validation of the order.
You can obtain your invoice by going to the " My orders " tab in your customer account. Simply click on the order for which you would like an invoice, then on " Print invoice ".
We invite you to contact our customer service department so that we can check whether the malfunction is of internal origin.
If so, your bank will certainly be able to help.
You can add a promotional code directly to your basket, by entering it in the box provided and validating it by clicking on the " OK " button.
For payment by credit card, HJEMME guarantees perfect payment security thanks to the Stripe system: the benchmark for secure payment on the Internet. This system is used by the biggest French e-commerce sites and by most banks.
The entire payment process between the buyer and Stripe is encrypted and protected.
Your credit card data is encrypted on your computer and transmitted directly to the banking operator, who then decrypts it and manages direct debit authorizations. The protocol used is SSL coupled with electronic banking.
This means that order information and credit card numbers do not circulate unencrypted on the Internet.
The credit card number is not printed on any paper or invoice.
Hjemme has no knowledge of the card numbers.
Card numbers are never stored after the payment transaction has been transmitted to the merchant's bank.
No one has computerized or printed access to buyers' credit card details.
Items sold by HJEMME are new and deemed free of defects.
The legal right of withdrawal does not apply to products made to the consumer's specifications or clearly personalized.
As a consumer, you have 14 days to exercise your legal right of withdrawal on non-personalized products, in accordance with article L 121-16 of the French Consumer Code. This period begins upon receipt of the products. If the 14-day period expires on a Saturday, Sunday or public holiday, it is extended to the next working day. You do not need to give any reason for exercising your right of withdrawal; you will not incur any penalties.
In the event of exercising the right of withdrawal, the goods must be returned to the address provided by the support.
You are solely responsible for return shipping costs.
Products must be returned in their original boxes, perfectly intact even if they have been opened.
HJEMME does not accept parcels sent postage due, which will be returned by the sender.
If you exercise your right of withdrawal, we will reimburse the sums paid for your order as soon as possible and no later than 30 days from the date on which you exercised this right. The refund will be made by crediting your credit card again if you have paid by this method, or by bank transfer.
If you are not satisfied with an item, you have 14 days from receipt of your parcel to cancel your order.
Items returned incomplete, damaged (stains, etc.) or obviously used will not be accepted. Products must be returned labelled and in their original packaging. If items do not meet these requirements, we reserve the right not to accept them.
To return one or more items from your order, simply send us an email to hjemme@outlook.fr, making sure to mention the following points:
Once our support team has received your email, we'll let you know where to send your package.
Once your return parcel is ready, simply drop it off at the post office of your choice. Remember to have the proof of delivery stamped by the post office counter clerk, and keep it in a safe place.
Please note that you are responsible for all return shipping costs.
If you exercise your right of withdrawal, we will reimburse the sums paid for your order as soon as possible and no later than 30 days from the date on which you exercised this right. The refund will be made by crediting your credit card again if you have paid by this method, or by bank transfer.
On receipt of your return package, our team will process it within a maximum of 72 working hours.
In the event of withdrawal before dispatch of the order, the dispatch costs will be refunded.
However, when you return an item from a received order, the initial shipping costs remain your responsibility.
Whether for an exchange or a simple return, shipping costs are entirely at your expense.
Our customer service is here to answer all your questions from Monday to Friday, 9am to 6pm - you can contact us:
By email: hjemme@outlook.fr By phone +33 (0)6 62 60 87 67
Via the contact form contact
Duality - Collaboration Chloé Bloom