FAQs & Questions About Your Order
I currently have three e-commerce platforms that I manage in addition to having over 300 retail partners around the world - and I'm oftentimes asked "where should I check out?" or "what website do you prefer?"
I want to first of all, thank you so much for your thoughtfulness! And to second say that if you have a gift card for any of my sites, if there is one platform that is more convenient for you, or if you live close to one of my stockists, any and all options are greatly appreciated.
And if you would like to learn more about the fee structure that small online-only businesses like mine face, I made a quick and informative guide that you can view here.
HEM (like hem a shirt) LEH-VUH with the emphasis on HEM
When I was rebranding, and moving away from Handmade Sam*Made, I wanted to come up with a name that reflected the direction of my business. I reached out to a friend of mine, who is an amazing artist in the Seattle area. She is Swedish, and with the help of her brother, who was living in Sweden at the time, together we came up with the name HEMLEVA. HEM is a Swedish word that means "home" and LEVA means "life". Together they do not create a new word, but instead it gives you a feeling of warmth, like that of a warm, cozy cabin in the middle of the woods. That feeling is exactly what I wanted my business to evoke, and was a step in the right direction for the evolution of my business.
The suncatchers are as easy to apply as: find a clean window that gets direct sunlight, and affix the sticker to the window.
If you would like extra tips to ensure a smooth bubble-free suncatcher, and to ensure its longetivity if you plan on repositioning it, then here you are!
1. Find a clean window that receives direct sunlight.
2. Lightly wet the window with a soapy water mixture.
3. Start peeling off the liner and apply your window film beginning with a corner or an edge. Once you have your first section of window film in place, use a squeegee to secure the film to the glass. Apply slight pressure to remove air bubbles, working from top to bottom.
4. Once you have applied the suncatcher, go over the surface with the squeegee once again to get rid of any remaining air bubbles.
5. Use a dry cloth to wipe away excess water and check for any lingering air bubbles.
6. That’s it!
The Rubber Clutch Back is made out of 100% PVC. 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.
I also made a small video talking about many different Pin Back styles that you can view here.
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.
And if your Tie Tack is especially stubborn, damaged or stuck, I put together a super helpful Reel that you can view here.
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 contact me to let me know. Thank you!
Do you own a shop and would like to partner with HEMLEVA? Please fill out my application here. Please allow a few weeks for your application to be reviewed. If your application is approved, I will be certain to reach out to you to let you know.
All seconds products are final sale and can not be returned or exchanged.
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 Extra Tie Tacks onto your order.
Are the illustrated card backs, the ones that you use with your "firsts" pins included? I will do my very best to package all pins on cards, but they may differ from that of the first quality cards. Otherwise they will be affixed to business card if you order one pin or a mini postcard if you order multiple pins.
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.
• Brasso Metal Polish
• Weiman Instant Tarnish Remover
• Blitz Brass Shine Polishing Liquid
• 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.
You may not resell HEMLEVA items without express written permission, or unless you have entered a retail agreement with HEMLEVA.
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.
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.
Sorry, not at this time. As much as I want to encourage others to hone in on their talents and take that leap of faith, I must spend my limited time prioritizing my customers and the daily running of my business.
Shipping, Handling, Processing Times & More
WHERE DO YOU SHIP? Almost everywhere.
AUSTRALIA USPS Suspends Package Services to Australia Due to COVID-19 Outbreak as of 09/17/21. More information can be found here.
EU Due to recent changes with VAT remittance with all countries in the European Union, you can only check out on hemleva.com if your order is over €150. If you are interested in an order smaller than €150, you can check out through my Etsy Shop. If something you would like to purchase is not available in my hemleva.etsy.com site, but is in stock at hemleva.com, please let me know and I am always happy to make a custom listing for you.
UK Due to recent changes to VAT remittance, you can no longer check out at hemleva.com starting 01/01/21. You can still check out through my Etsy shop though. If there is anything you would like to purchase and it is not available in my Etsy Shop, please message me on Etsy and I will be happy to work with you to create a custom listing.
COVID-19 Due to COVID-19 there are a few countries that I can not currently ship to. For the full USPS list of countries please click here. If you place an order to any country that the USPS has temporarily suspended shipments to, your order will be held until the restrictions are lifted, or canceled.
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 90 days for your order to arrive. You will be e-mailed a tracking number, unless it is a Sticker-Only Order. I highly recommend signing up for the tracking notifications, just in case your local postal worker does not contact you.
Brazil • all shipments to Brazil must include the recipient's Tax Identification (ID) number on customs declarations and shipping labels. Any shipments missing the recipient's Tax ID will be subject to return, or even disposal, by Brazilian Customs. Acceptable Tax ID Numbers include: CPF (Individual Tax ID, similar to U.S.A.’s Social Security number), CNPJ (Business Tax ID), Passport Number
Characters • 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.
Haven't received your Shipping Confirmation after the posted turnaround time above? • Then please reach out to me at email@example.com - there has been a recent glitch with my website/shipping organizer program and I will be happy to help.
Please allow up to 4 weeks for your order to arrive within the domestic US.
When an order is in transit, I am unfortunately not able to retrieve it, access it, or to change your address after it has shipped. Thank you for your understanding and patience as we all navigate through these new USPS delays.
On Friday, April 17th, 2020, the USPS announced that there will be shipping delays that will impact all HEMLEVA orders.
USPS Priority Mail: The 2-3 day delivery window will be extended to 5-8 business days.
USPS First-Class Package Service: please allow up to 10 business days for your order to be delivered.
USPS First Class Mail International: please allow up to 120 days for your order to be delivered.
On January 22, 2021, this 3-minute listen/read stated that the USPS is still experiencing incredible delays.
Of course, the USPS always tries to do their best to deliver packages as quickly as possible. For more information on all domestic and international service changes, please do check out the USPS website directly.
Please double-check your address when you are checking out. If you missed that opportunity due to auto-fill, then please double-check your address in your Order Confirmation e-mail that is sent to the e-mail address that you entered upon checkout. I sometimes ship out orders in the same hour that they are placed, so if a package is returned to me due to an incorrect or an incomplete shipping address, you will be responsible for the cost of postage for the reshipment, and unfortunately I am unable to change a shipping address once it has shipped.
Thank you so much for taking the moment to double-check and for your understanding!
ALL PRODUCTS (except Himmeli & Air Plants)
Typically ship within 1-3 business days, but may take up to 7 business days during high volume periods.
All himmeli are handmade to order and will be shipped within 4-10 business days after payment clears.
AIR PLANTS • TILLANDSIA
All orders that include plants will be shipped on Mondays & Tuesdays of each week. Plants can only be shipped within the US.
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.
I have seen an increase in packages marked as "Delivered" and appearing a few days later. Please allow a few days for the package to arrive. If you still do not have your package after a few days, you can file a Missing Package Request with the USPS.
The USPS delays will not impact HEMLEVA processing times, but please do allow for delays in delivery.
Thank you for your understanding.
How much does shipping cost? Domestic, international orders, and expedited orders will be calculated based on the order total, weight and the destination address.
All packages will be shipped through the USPS First Class Mail or Priority 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, including Sticker-only and Suncatcher-only orders, may be shipped via USPS First Class Mail without a tracking number. Orders over $125 will be shipped with Signature or Delivery Confirmation.
EXPEDITED SHIPPING / If you would like to have your order shipped via USPS Priority Mail please reach out to me before 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 for Priority Mail 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 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.
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.
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 may 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 90 days, insurance claims can no longer be filed and returned packages will be forfeited.
About your order
Absolutely! I am more than happy to enclose a note with any order. When you go to your cart, before the checkout page, 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.
If you forget to include the note on the Cart page, simply reply to your Order Confirmation E-mail to let me know what you would like your note to say. If I have not packed up your order yet, I will be more than happy to include your note for you.
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, less the cost of shipping.
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.If your order is refunded, it will be less the cost of shipping paid.
• If your order qualified for free shipping, your refund will be your order total less $5 for shipping and handling.
To initiate a return, please complete the following steps:
• Please e-mail me at firstname.lastname@example.org 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, less the cost of shipping.
To initiate an exchange, please complete the following steps:
• Please e-mail me at email@example.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 himmeli in sturdy boxes, and pins and keychains in very thick padded mailers or Indestructo boxes. I do understand that the shipping process can be rough though, 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 receiving the package to firstname.lastname@example.org
Please retain any damaged items as well as the box and all packing materials in order to be eligible 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.
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.
Please note that if you use an incorrect or invalid address and the air plant dies on the journey to your invalid address and back to me, I will not refund your order. So please double-check your shipping address before checking out.
All sales are final custom orders.
We reserve the right to refuse an order at any time.
PLEASE NOTE • Insurance Claims
If your order was insured - which includes all international orders with tracking numbers and all orders over $125, you must reach out to me at email@example.com with your Order Number within 120 days of your order being shipped.
Yes, as long as there is still a balance remaining on the card.
Yes, of course. You can apply more than one gift card at checkout.
No, you can not.
Yes, gift cards are applied to the final order total after you have added all items to your cart. This will include both shipping and taxes.
Absolutely! Gift Cards are seen and used as an additional form of payment.
Any other questions?
If you have any other questions, please feel free to send me a message through my Contact Me links 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. :)
Use this text to answer questions in as much detail as possible for your customers.