FAQ

Frequently Asked Questions


 

If you have a question that is not addressed in this FAQ, please do not hesitate to contact me, and I will get back to you as quickly as possible.

 

What form of currency do you take?

All items are listed in USD. We are happy to accept all major credit cards as well as PayPal.


Gift Card Purchase FAQs

Gift card limitations

  • Gift cards are sold as unique digital codes. We do not create or ship physical gift cards.
  • At checkout, a gift card’s value will be subtracted from the order total. This includes tax and shipping.
  • Gift cards never expire.
  • Gift cards can not be refunded.
  • When purchasing a gift card, you will go directly to checkout after clicking Purchase. Gift card checkout doesn’t include custom forms or fields.

Can I receive a physical/plastic gift cards?

Gift cards are currently only available through my store as an email or printable .pdf.

Do gift cards cover tax and shipping?

Yes.

Can customers split an order between a gift card and a credit card?

Yes. If their order total exceeds the value remaining on their gift card, they can pay the balance using standard payment methods.

Can I use less than the full value of my gift card?

When using a gift card, the full value of the gift card is always applied. It isn’t possible to partially redeem a gift card unless the order total is less than the gift card balance.

Do sale pricing and discounts apply to purchasing gift cards?

No. Sales pricing and discount codes can’t be applied to purchasing a gift card. However, these discounts will apply to orders made using a gift card.

Can I refund a gift card?

It isn’t possible to refund a gift card at this time.

Can I refund purchases made with a gift card?

Yes. Refunding a purchase made with a gift card adds the refunded amount to the gift card's balance.

Can I buy multiple gift cards in one order? Or purchase a gift card with other products?

No. When purchasing a gift card, customers will go directly to checkout after clicking Purchase.

How does the recipient check their balance?

The recipient will receive an initial email with the gift card balance. After entering the gift card code at checkout, they'll see the remaining balance if there is any.

What do I do if a customer loses their gift card code?

I can resend the gift email notification.

Can anyone add value to a gift card?

No.

Can customers set a specific time to send the email to the recipient?

No. Customers who want to send the email to the recipient at a later date should select the Email to You delivery option at checkout. They can then forward the email or .pdf at the desired time.


How do I redeem my Gift Card?

Once you receive your gift card, you can redeem it by purchasing products and entering the gift card code at checkout. Gift cards apply to the order total, including tax and shipping.

If the order total exceeds the gift card value, you will pay the remaining amount using any of the supported payment methods.

If your order total is less than the gift card value, you can complete checkout without another payment method. The amount applied and remaining value displays in the grey box that will appera and in the order receipt.


How are the Wall Sconces attached to the wall?

Each Wall Sconce comes with a Brass Plated Nail to easily affix the sconce to your wall. The himmeli are extremely lightweight, since they are made with 100% brass, and you will not need to have an anchor or a dry wall screw to accompany the piece.

Simply tap the nail into the wall and hang your beautiful new wall sconce from the nail.

If you live in an apartment and are not allowed to make hols in your walls, or have brick or plaster walls and you would like to purchase a Mark Less Clip instead of a nail, you can do so here: Mark Less Clips.


What is the difference between a Tie Tack Back and a Rubber Clutch back for the pins?

The Rubber Clutch Back is made out of 100% rubber. It is a great option if you plan on wearing the pin on a T-shirt, or a hat. It is pretty secure, easy to use, and an excellent option for children.

The Tie Tack Back is brass plated. It is an incredibly secure option, and perfect if you want to wear your pin on your Jacket or a bag. It is a high-end option that is great if you are concerned about losing your pin as you wear it.

TIPS ON REMOVING THE TIE TACK BACK: First follow the instructions on the back of the card that your pin arrived on. This will work 99% of the time. It does occasionally stick, and may still be difficult to remove, and needs to be reset before you try to lift the flat part away. You can "reset" it by compressing the Tie Tack back onto the pin until it is as compact as possible. And when you're lifting by the flat brim, try to twist your hand as well, like you're removing a cork from a bottle.


How do you open the brass mister to refill it?

While it does appear to be pretty seamless, the brass plant mister is quite easy to open. Please use this handy guide to to learn how.

Click on the image to the right to enlarge it.


Hemleva can currently ship anywhere within the United States as well as to several countries internationally. If your country is not included on my current shipping list, please let me know and I might be able to add your country as well!

⌂ SHIPPING
All himmeli are made to order and will be shipped within 1-5 business days after payment clears, and pins and plants typically ship within 1-5 business days. All orders may be delayed during the holiday season due to volume and capacity.

All packages will be shipped through the USPS Priority Mail or First Class which will include both insurance as well as delivery tracking. Shipping to countries outside of the US also includes insurance and delivery confirmation.

FASTER SHIPPING /
If you would like to have your order shipped via USPS Priority Mail or Priority Mail International for faster shipping, please let me know. I am more than happy to accommodate your request and can make a custom listing for the additional shipping costs. The upgraded shipping charge can vary between ~ $5-70 depending on the weight, size and final destination. As a result it is only available by request to assure that there aren't any overage or shortages charged.

⌂ SIGNATURE CONFIRMATION / for neighborhoods where packages are commonly stolen
If you are aware of package thefts in your neighborhood or in the past, then I would recommend adding on signature confirmation to your order for the added security. Otherwise, if you do not select it, you are assuming responsibility for the package as outlined below.

⌂ LOST OR STOLEN PACKAGES
We are not responsible for lost or stolen packages; however, a claim will be filed with the USPS. If a package is returned to us due to a customer error (e.g. incorrect name, address or package refusal), the customer will then be responsible for any re-shipment charges.

If a package is lost or stolen, there will be a claim made for it as soon as possible, which is 30 days for USPS (if it was sent through Priority Mail). Which is also why I ask for you to please allow 1-3 weeks to receive your delivery & a little longer during peak holiday periods.

If you would like a reshipment of a new order of goods due to it being lost along the way, you will be responsible for shipping charges once more. Otherwise we are more than happy to cancel your order, and to follow through with attempting to file a lost package claim, with the initial shipping cost being assumed by the purchaser.

⌂ INTERNATIONAL ORDERS
The buyer will assume all responsibility of customs duties, taxes, and fees. And I am unable to alter the price of the good or to relabel the item as a "gift". Please allow up to 40 days for your order to arrive.

If you are from a country that uses characters, please use the Latin Alphabet when entering your shipping address to ensure that the package will arrive to the correct place.

⌂ ORDER REFUSAL
We reserve the right to refuse an order at any time.

⌂ ANY OTHER QUESTIONS?
If you have any other questions in regards to shipping policy, please feel free to send me a message and I will get back to you as quickly as possible.

hello@hemleva.com


⌂ RETURN POLICY / I am so sorry to hear that you need to return your order. All returns must be declared within 7 days of delivery. Your return must be authorized prior to proceeding with the return process, and you will be responsible for any return shipping fees. All return shipping orders must be insured, the tracking number must be sent to hello@hemleva.com, and the order must by postmarked within 5 days of the return being authorized. All merchandise must be returned unopened, unused, and in its original packaging.

FEES /
+ 10% restocking fee will be assessed on all orders and taken from the refund.
+ 20% fee in addition to the restocking fee will be assessed for all pieces that are either tarnished or is not in immediate saleable condition.

⌂ DAMAGED IN TRANSIT / Was your item damaged in transit? Not a problem! All orders are insured with my shipping insurance company. In order to file a claim, any items that are damaged in transit must be reported within 24 hours of delivery. Please e-mail photos of the damaged packaging and products to hello@hemleva.com. I can assure you that we will work together to resolve the issue in a timely manner.

⌂ AIR PLANTS & CUSTOM ORDERS / All sales are final on Air Plants and custom orders.


⌂ ANY OTHER QUESTIONS?
If you have any other questions in regards to my return and exchanges policy, please feel free to send me a message and I will get back to you as quickly as possible.

hello@hemleva.com