ENJOY THE MONTH OF CARNIVAL: 40% DISCOUNT ON ALL PRODUCTS. HAVE FUN BY DAY. REST AT NIGHT!

FAQ's

1. Customer Profile

    How can I create an account at Hemera Store?
    To create an account at Loja Hemera is very simple and fast. For this, just fill in the details in the ordering process and you are officially a Hemera Customer!

    Do I need to create an account before buying Hemera Products?
    No, you don't need to create an account first. You can select Hemera Products and create your account during the checkout process. The process is simple and quick.

    I forgot my password. How can I get it back?
    If you have forgotten your password, don't worry! The replacement process is simple. To reset just click here or select the “Recover Password” in the Login area. You will be sent an email with the reset instructions.

    Do I need to create an account at Hemera Store?
    No, it is not necessary. However, it is recommended to create an account, as it allows us to establish a personalized and exclusive contact with the Customer, both in the sales process and in the after-sales process. 

    How can I stay informed about Hemera's news?
    To stay informed about Hemera's news, just select the option when creating your account or when finalizing your order. You can also subscribe to our newsletter on our Home Page.

    Does Hemera have a Privacy Policy (Protection of Personal Data)?
    For Hemera, the protection of your data and your privacy are important to us. Hemera will process your data in accordance with the terms of the Privacy Policy, designed in accordance with the General Data Protection Regulation.

    2. Products

    Where can I find Hemera products?
    For now, Hemera products are only available at the Hemera Online Store. In the future, you will be able to find Hemera Products in other marketplaces.

    Do the displayed prices include taxes and fees?
    The offer prices shown are the maximum price to be paid for the selected Hemera product, which includes applicable taxes and legal fees, unless there are promotions or promotional codes. Still, you will always see clearly the final price to pay.

    Will I have to pay the shipping costs for the Hemera products I buy?
    Sending Hemera products is free of charge for the Customer. However, customs costs and fees may apply for shipments outside the European Union.

    Where can I find information about Hemera products?
    The information about our products is detailed as soon as you select the product.

    How do I know that there are promotions or promotional codes associated with the Hemera product?
    If there are any promotions in the Hemera Store, they will be visible at the displayed price. On the other hand, if you have a Hemera promotional code, you will only know the final price to pay when you indicate it. But do not worry! You can reverse the purchase process right now.

    3. Payments

    How can I pay for my orders at the Hemera Online Store?
    You can pay for your orders with Visa, MasterCard, American Express, ApplePay, PayPal. You can also pay in installments through Splitit.

    Does Hemera charge any fees for card payments?
    No, Hemera will not charge any fees for card payments. However, you should check with the card issuer for possible fees and commissions that they may apply.

    Is it more expensive to pay by credit card?
    No, the final price to be paid is the same, regardless of the payment method.

    How will I have access to the payment receipt for my order?
    After payment of your order and confirmation of our services, we will email you the invoice that will provide the payment.

    When do I receive my invoice?
    You will receive your invoice by the indicated email within 24 hours of payment.

    I didn't receive my invoice. What do I do?
    If you have not received your invoice, you can always consult and download it in your Customer area. Alternatively, you can send an email to hemera@hemera-colchao.com.

    If I pay by bank transfer, do I have to send proof?
    Yes, if you make your payment, you must send your proof to hemera@hemera-colchao.com, indicating the order number, as well as your personal data, so that we can confirm the payment.

     

    4. Shipping and Delivery

    Which countries does Hemera send its products to?
    Hemera sends its products only to Portugal (Mainland and Islands), Spain, France (except Corsica), Belgium, Holland, Luxembourg, Germany and Switzerland

    Where can I receive my order?
    You will receive your order at the address specified in the order process. However, keep in mind that the destination country must be the same as that shown on the billing address.

    How long does shipping take?
    Shipment of your order can take 24 hours to 7 working days anywhere Hemera sends its products. However, there may be constraints in view of facts external to Hemera. But don't worry, we will inform you of the whole process.

    How will I know what my shipping status is?
    We will send constant information about the order status. So, I ask that you pay close attention to your email.

    Can I schedule delivery of my order?
    Soon you will be able to schedule your order.

     

    5. After Sale

    How to solve an after-sales problem?
    If you need to solve any after-sales problem (100 days of testing, for example), you should contact Hemera through the available channels (Contact Form or email), attaching the Invoice and indicating the order number. You will be contacted as soon as possible.

    I made the contact but no one answered. What should I do?
    As a rule, Hemera responds to all requests. However, if you have not been contacted within 48 hours, please resend the email, requesting a read receipt.

     

    6. Customer Support

    Why don't we have telephone contact?
    The essence of Hemera is the minimization of commercial costs, allowing a premium product to be made available at an affordable price. Therefore, we use a cheaper way to communicate with you, so that you can have the Hemera Mattress at the best price.

    I need more concrete information about Hemera, but I haven't bought any products yet. How can I do it?
    For any questions or requests for information about Hemera and its products, you must complete this Form.

    What are Hemera's preferred contact emails?

    English: info@hemera-mattress.com

    French: info@hemera-matelas.com

    Spanish: info@hemera-colchon.com

    Portuguese: info@hemera-colchao.com

    General: hemera@hemera-colchao.com


    Does HEMERA have a Complaints Book?
    Yes, Hemera has a Complaints Book in Electronic Format. You can also use the alternative means of consumer disputes at your disposal.

    
    EN