Frequently Asked Questions

What are your opening hours?

Customer service is open from 09:00-12:00 Monday - Friday. Closed on public holidays. Call: 0775 - 55 35 55 or email: helpme@homeofess.com.

Who should I contact for a partnership?

You are welcome to email your inquiry to: collabs@homeofess.com

When will I receive my item?

The current delivery time is specified for each product on our website and is also displayed at checkout. Once you've placed your order, you will receive an estimated delivery date in the order confirmation along with a tracking link. Delivery time depends on the items you've purchased and your location. Smaller items may be delivered as early as the next business day, while larger items like furniture may have a longer delivery time. Your order may be split into multiple packages, with some delivery options only applying to parts of the order. This is because we ship from multiple warehouses. We reserve the right for possible delays in delivery.

How does your shipping work?

For purchases of smaller shipments weighing under 20 kg, these are delivered to the nearest postal service point. Notifications are sent via SMS and/or email. In your delivery notification, there is a tracking link where you can follow the progress of your package. For larger shipments such as furniture, you will be contacted by the carrier for information on delivery options or pickup at the nearest terminal.

Can I track my package?

Once the item is ready for dispatch from our warehouse, you will receive a delivery notification via email. In the delivery notification, you will find a tracking link to follow the shipment.

If the delivery is delayed beyond what was promised, we ask that you contact the carrier. You can also contact customer service so we can help you track the item.

I forgot to pick up my delivered item?

If the package is not picked up, Home of ESS reserves the right to charge the customer a fee corresponding to the return shipping, handling fee, and actual processing cost. We charge 150 SEK for unclaimed items. If you are unable to receive a delivery or pick up your item, please contact us as soon as possible.

What does shipping cost?

We offer free shipping on orders over 999 SEK* and orders delivered to a Service Point within Sweden, Norway, and Denmark. Orders with a value below 999 SEK are charged a shipping fee of 99 SEK.

*Free shipping does not apply to packages sent with DHL or large items/volumes that require home delivery.

Home Delivery

Larger shipments requiring home delivery, such as beds, furniture, and certain lighting, start from 995 SEK. The exact cost for delivery is displayed at checkout before you confirm the terms and proceed with payment.

Home deliveries are only available within Sweden.

Larger shipments are delivered directly to your driveway or building entrance, provided a truck can access the location.

Can my order be delivered in multiple shipments?

If you order items with different delivery times in a single purchase, these will be delivered in separate shipments. You will receive a delivery notification for each dispatched shipment.

Which countries do you deliver to?

We currently deliver to: Sweden, Denmark, and Norway.

Which carriers do you work with?

We have chosen carriers that uphold high quality in delivery. We currently work with DHL, Postnord, and Best.

How do I change my address?

You can change your address yourself when placing your order. If you need to update the address for an existing order, please contact customer service immediately. We can help you update the address as long as the order hasn't started being prepared for dispatch.

Where is my order confirmation?

We automatically send an order confirmation to the email address registered with the order. If you haven't received an order confirmation, check your spam folder. If you still can't find it, please contact customer service.

What do I do if my item is damaged in transit?

We have selected carriers that maintain high delivery quality. However, transport damage can still occur. Be sure to check the items for any damages when you receive the delivery. To make a claim for items with visible, external transport damage, the damage must be noted on the carrier’s waybill at the time of receipt. If you discover hidden defects/transport damage after opening the packaging, please contact our customer service as soon as possible.

What happens if I don't pick up my package?

Your delivery will automatically be returned to us after the specified time at your postal outlet. Please note that an unclaimed package is not considered a return. You will be charged an unclaimed fee of 150 SEK.

Payment

We partner with Klarna for payments. By providing information at checkout, you agree to Klarna's terms. By clicking "Complete Purchase," you agree to our general terms. See our terms of purchase here. For invoice or installment payments, Home of ESS or its partners may conduct a credit check. If you cancel the item or otherwise withdraw from the agreement, we reserve the right to charge a fee to cover the cost of the withdrawal.

Refund

If you use the right of withdrawal or return policy and the item is found to be in unchanged condition, we will refund the item's value minus the return shipping cost. The refund will be processed within 14 business days from the time we receive the returned item.

How do I proceed if I want to cancel my purchase?

If you wish to use your right of withdrawal, you should return your item within 14 days. If the deadline falls on a Saturday, Sunday, or public holiday, it is extended to the following weekday. Follow the return instructions in your delivery to use your right of withdrawal. If you are missing a return form/return label, please contact customer service.

The right of withdrawal applies provided that the item is in new condition and the original packaging is unbroken. If there was a product package at delivery, it must be in new condition when returned. With some exceptions*, you have the right to open the packaging and inspect the item, but only to the extent necessary to determine the item's characteristics and functionality. Keep the original packaging and packaging materials until you are sure you want to keep the item.

*Exceptions to the right of withdrawal:

• - The right of withdrawal does not apply to; mattress toppers, duvets, pillows, fragrance and spa products if the original packaging has been broken, as these are considered hygiene products.


• - The right of withdrawal does not apply to customized products, i.e., items made according to the customer's unique specifications.

*Right of Withdrawal for Beds, Furniture, and Lighting

• - Full refund of the item’s value if returned within 14 days and the item is unpacked and in its original packaging.


• - 75% refund of the item’s value if returned within 14 days and the original packaging is broken and the item is unpacked. Returns are only accepted if the item is unused, with no damage or stains on the product.

Can I exchange an item I bought for another?

The answer to that question is no. You need to make a return and then make a new purchase. A disappointing answer, but as an e-commerce business, our beautiful items sometimes travel far to reach you. It’s not entirely problem-free – we know that. That’s why we try to take responsibility in other ways, which can hopefully compensate a bit for the solutions that may have a long-term environmental impact.

We encourage you to choose your items carefully, just as we do, and think through your purchase before it lands in the shopping cart. We will, of course, exchange defective items. Feel free to contact our customer service if you have more questions about this.

How should I pack my item?

Return your unused item with all tags intact in its original packaging. If the packaging is unusable, it’s okay to use other equivalent packaging. Be sure to pack securely to protect the item during transport. Keep your return receipt until you receive confirmation from us that your return has been processed, as it is proof of your return.

How do I make a complaint about my item?

We want our customers to be 100% satisfied with their purchases. If you have an issue with a product, please contact Home of ESS. You have the right to complain about an item within three years in accordance with consumer law. Always keep your order confirmation. The complaint must be made within a reasonable time after you notice or should have noticed the defect.

We have selected carriers who ensure high-quality delivery. However, transport damage may still occur. Be sure to check items carefully for any damage upon receipt. For items with visible, external transport damage, the damage must be noted on the carrier's waybill upon receipt. If you discover hidden defects/transport damage after opening the packaging – please contact our customer service. Compensation for complaints is assessed on a case-by-case basis.