FAQs

Frequently Asked Questions


 

Click on the bolded text to the right to read the answer.

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.


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+ I can't Checkout. There is blank screen.

Please try a different browser window. And if you have an older version of iOS, you may want to try again on a newer version that will allow you to view newer, interactive sites. If you still have any questions, please let me know!

+ Brass plant mister - how do you refill it?

Click on fig. 3 to the left. 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.

+ Metal Polishing Tips

The color of the metal on my himmeli, mister, keychains or pins has started to change, what can I do?

Many of the products that I design and handmake are made with 100% raw brass/copper. What that means is that there aren't any chemicals coating it to prevent the natural color change. Brass, for example, is a beautiful metal that naturally patinas over time, from the initial soft gold coloration, to the rich deep gold color that you can find in antique brass. While some love that organic color change, some prefer the color to stay bright and shiny.

Brass, which is one of the primary metals that I like to use is one of the few metals that is non-corrosive and will not rust, even when it comes in contact with water. Water and moisture does quicken the color change though.

If you would like to bring back the initial bright, soft gold color you have a few options.

CHEMICAL

  • Brasso Metal Polish
  • Weiman Instant Tarnish Remover
  • Blitz Brass Shine Polishing Liquid

NATURAL

  • 1/2 a lemon + 1 tsp. baking soda
  • Mix into a paste and apply it to the brass with a soft cloth.
  • Rinse off and dry thoroughly.

To prevent tarnishing, you can apply a thin coat of mineral or linseed oil to the surface.

+ Counterfeit Reporting

I believe I have found a counterfeit HEMLEVA product for sale, how can I let you know?

First of all, Thank You! And second, please fill out this very simple form so I can have the product and listing removed.

+ Currency - what forms do you take?

All items are listed in USD. I am 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.

+ Gift Card Redemption?

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 appear and in the order receipt.

+ Gift Note: Can I include one with my order?

Absolutely! I am more than happy to enclose a note with any order. When you go to checkout, there is a comment box where you can add your note. Please limit the note to 300 characters or less. Gifting Hemleva items is very popular, and as a result I never include an invoice, just in case the items are shipping directly to the final recipient.

+ Seconds

What makes it a seconds? A second is a piece that has minor cosmetic defects. They simply did not pass my very thorough scrutiny. If you don't tell anyone that it's a seconds, they may not even notice. The cosmetic flaws may include:

  • Small scratches on the gold/brass finish
  • Color bleed
  • Missing or under-filled color/enamel
  • Pin Post in the wrong spot
  • Smudges or ink specks
  • Enamel is lifting
  • and for some of them, absolutely nothing is wrong with them (the Terrarium pins are a first draft design in perfect condition)

Will I get to choose between a Tie Tack back or a Rubber Clutch? No, unfortunately Rubber Clutches are the only option. If you would like to add a Tie Tack back onto your order, you can do so by adding [this listing] to your order.

Are the illustrated card backs, the ones that you use with your "firsts" pins included? No, all pins will be shipped on either a business card if you order one pin or a mini postcard if you order multiple pins.

+ Report a Counterfeit

Have you found a HEMLEVA product that looks like it may be a Counterfeit? Or perhaps an image that was taken by HEMLEVA and used by someone else without proper accreditation? Please use this form to let me know.

+ Resale

You may not resell HEMLEVA items without express written permission, or unless you have entered a retail agreement with HEMLEVA.

+ Return Policy

Returns, refunds, replacements and exchanges are only available for orders that were placed on hemleva.com and hemleva.etsy.com. You must be able to produce an Order or Transaction number.

If you are looking to return or exchange your order for whatever reason, I'm here to help! We offer easy returns or exchanges within 30 days of receiving your order. You can return your product for store credit, a different product, or a refund to the original payment method.

Please note the following exceptions to our return and exchange policy:

  • Discounted items or items from a Seconds Sale are final and cannot be returned or exchanged
  • returned items must be returned in saleable condition with any original packaging
  • Returned items must have no visible signs of wear, damage or use.

To initiate a return, please complete the following steps:

  • Please e-mail me at hello@hemleva.com with your name, order number, and let me know what you would like to return
  • You are responsible for shipping your return. I recommend using a carrier that provides a tracking number
  • The package must by postmarked within 5 days of the return being authorized.
  • As soon as I receive your returned order, I will let you know and initiate your refund.

To initiate an exchange, please complete the following steps:

  • Please e-mail me at hello@hemleva.com with your name, order number, and let me know what you would like to exchange your item for
  • I will send you a prepaid shipping label
  • The package must by postmarked within 5 days of the exchange being authorized.
  • As soon as I receive your exchange order, I will let you know and initiate your exchange.

DAMAGED IN TRANSIT
Was your item damaged in transit? I am so sorry to hear that. I carefully pack all boxes in sturdy boxes, but understand that the shipping process can be rough, and on occasion, packages and items can be damaged in the process.

If this does happen to you, I can assure you that we will work together to resolve the issue in a timely manner. Please e-mail me with photographs of the package and the damaged products within 48 hours of receiveing the package to hello@hemleva.com

Please retain any damaged items as well as the box and all packing materials in order to be eligable for a damage claim. And we will happily work with you to find an appropriate solution, which may include credit, replacement (if possible) or a refund.

AIR PLANTS
I always take extra special care to pack up all air plants to ensure that they will arrive happy and ready for their new home. I am also happy to extend my 30 day return window from the day that you receive your plant to assure that. That way you can take your time to ensure that it settles in.

For more information on how to care for your new plant, please refer to the postcard that comes enclosed or by visiting the Air Plant Care Guide here.

CUSTOM ORDERS
All sales are final custom orders.

+ Shipping, Handling & Turnaround Times

PINS, KEYCHAINS & PLANTS
Typically ship within 3-7 business days.

HIMMELI
All himmeli are handmade to order and will be shipped within 7-10 business days after payment clears.

Since this is a very small one-woman run business, all orders may be delayed due to volume and capacity. Thank you for your patience and understanding.

All packages will be shipped through the USPS Priority Mail or First Class Mail which will include delivery tracking. Shipping to countries outside of the US also include insurance and delivery confirmation. Domestic orders $10 USD and under may be shipped via USPS First Class Mail without a tracking number. Orders over $125 will be shipped with Signature Confirmation.

FASTER SHIPPING / If you would like to have your order shipped via USPS Priority Mail you can select the upgraded shipping when you check out. If you would like USPS 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.

INTERNATIONAL ORDERS & TURNAROUND TIMES The buyer will assume all responsibility of customs duties, taxes, and fees. I am unable to alter the price of the good or to relabel the item as a "gift". Please allow up to 45 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.

WHOLESALE ORDERS & TURNAROUND TIMES Turnaround times for wholesale orders are listed within my Wholesale Website and are updated frequently. Please reference the Portal for up-to-date information.

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 reaching out to me to make you a listing for signature confirmation to add to your order for the added security. Otherwise, if you do not do so, you are assuming responsibility for the package as outlined below.

LOST, STOLEN OR MISSING 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 the address is correct and reverified by the buyer, a reshipment will be attempted free of charge.

If a package is lost, stolen or is missing, 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 and during inclement weather.

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 if applicable.

After 120 days, insurance claims can no longer be filed and returned packages will be forfeited.

RETURNED SHIPMENTS

If your order is returned to me due to an incorrect address, customs, VAT, or due to package refusal, I will contact you within 48 hours of my receiving it. If the returned order was due to an incorrect address then you will be responsible to pay for the reshipment. If after I contact you, I do not hear from you for 90 days, your case will be closed and any product will be forfeited.

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 send me an message and I will get back to you as quickly as possible.

+ Stockists/Shops • Where can I purchase your products in person?

You can find the full list of my stockists here. I try to keep it up to date as much as possible. Please note that selection, variety and availability are all subject to the store and their buyers. If you have your heart set on something in particular, I recommend calling the store ahead of time to ensure that it is stock prior to making a trip.

+ Wall Sconces - how are they attached to the wall?

Click on fig. 1 to the left. 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 pin back?

Click on fig. 2 to the left. 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. They essentially "lock" into place and a mechanism has to be moved in order to release it from the pin post. 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.

+ Any other questions?

If you have any other questions, please feel free to send me a message through my Contact Me form and I will get back to you as quickly as possible. If you also simply want to say "hello", you are totally welcome to do that too. :)