Need assistance?

Our Customer Care team is available from Monday to Friday, from 10:00 to 18:30, Italian time.

Live Chat

For quick questions about products, orders, and services.

Whatsapp

For pre-purchase advice and quick support:
 send a message on WhatsApp

E-mail

Whatever the need, you can send one
email to support@hemmetbrand.com

Send a support request

Do you need support with an order, a shipment, or a Hemmet® product?

Fill out the form by providing all the information relevant to your request. Our Customer Care team will process your inquiry and respond within 1 business day.

If your request concerns an order already placed, please always include the order number so we can assist you more quickly.

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You could find the answer you are looking for right away

How long does the preparation take?

Preparation times vary based on the product and any requested processing.

Items available without customization are prepared more quickly, while H|Optical™ prescription lenses, hand-tinted lenses, and other artisanal processes may require additional time.

The estimated processing time is always indicated on the product page.

Order preparation is separate from courier delivery time.

How long does it take to receive the order?

Once the preparation is complete and the order has been handed over to the courier, you will receive a shipping confirmation with the corresponding tracking number.

Delivery times depend on the destination and begin from the moment the order is actually shipped.

Where can I check the status of my order?

After shipment, you will receive an email with a link to track the delivery.

You can also access your Hemmet® Account to consult your orders and, when available, view tracking information.

If your order is still being processed and you require assistance, you can send us a request including your order number.

How do I make a return or exchange?

You may request a return within 14 days of receiving your order and request a voucher, exchange, or refund, in accordance with the terms applicable to the purchased product.

Conditions may vary for personalized products and custom optical work. To learn about procedures, timelines, and any exclusions, always consult our Return Policy.

See all frequently asked questions