Shipping & Returns

Delivery within Australia

All Hale Mercantile Co orders are carefully packaged ensuring your items will stay protected until they reach you. Orders will be dispatched from our warehouse within 2 business days with the exception of the Christmas closure period, weekends and public holidays.

*Complimentary shipping applies to orders within Australia only and is not applicable on bedheads or swatches-only orders.

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For New Zealand orders please see International Delivery options below.

All Australian orders are sent via e-Parcel through Australia Post from our warehouse in Sydney. A tracking number will be provided with which you can track the progress of your shipment using the following link www.auspost.com.au/track. 

Bedhead Delivery - Additional Charges

Please note our linen furniture is available for delivery in Australia only as noted on our product pages. Additional shipping charges apply to all bedhead orders. An estimate of this delivery cost is $200 for Sydney Metro delivery, and $300 for Melbourne and Brisbane Metro. 

A formal quote for delivery to your shipping address and payment link will be sent within 24 hours of order placement.

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International Delivery

This site currently ships to Australia, NZ, Africa, South America, Asia, Europe & Oceania. For shipping to the USA and Canada please switch to our USA website us.halemercantileco.com

International orders will be sent via registered TNT or DHL couriers and will require a signature. A tracking number will be provided with which you can track the progress of your shipment using the following link www.tnt.com or www.dhl.com.au. Allow up to 14 business days for delivery.

Please note that in accordance with Australian export regulations, we are required to declare the exact value of all items and identify the order as dutiable "merchandise". We are also prohibited by law from identifying an order as a "gift" for export purposes, even if a customer has placed the order with the intention of delivery to a gift recipient.

Duties and Taxes

All HMCo international orders are shipped on a DDU (Delivery Duty Unpaid) basis and do not include any relevant import duties which may be applied by customs at the destination country. This means all import duties and taxes are not included in your order and the buyer is responsible for paying the duty and other customs clearing expenses. 

All orders will be sent with correct invoices and documents. We recommend contacting your local customs office directly should you require more information on taxes, duties and customs regulations in your country.

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Processing Times

Orders are processed Monday through Friday and are shipped within 48 hours of placement, excluding weekends and public holidays.

We process orders as soon as they're placed to ensure quick delivery. After an order has been confirmed we are unable to make any changes or modifications. If you require assistance with a pending order please contact us at customer-service@halemercantileco.com.

**Please also note that business days do not include weekends or national public holidays.

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Delivery Instructions

Kindly note that all shipments are sent with a 'signature required' service. If you choose to change this service option then please understand that insurance will no longer remain active and liability of the goods will pass to the recipient.

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Additional Information

If you experience any difficulties while entering your Shipping address during checkout or while you are creating an account, please email customer-service@halemercantileco.com with your full shipping address and contact phone number before you place your order so that an account can be set up for you.

We are not responsible for lost or stolen packages or packages delayed in transit.

If a customer error in the shipping address is made during the checkout process, HMCo reserves the right to recharge the applicable shipping cost.

The shipping cost for orders is non-refundable.

Orders with multiple items may be shipped in more than one delivery. This will be communicated to you via e-mail with the relevant shipping confirmation e-mails. 

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Returns Policy

We want you to be completely satisfied with your purchase and if for some reason you are not happy with your Hale Mercantile Co. order, please contact us at customer-service@halemercantileco.com.

Please read all item details carefully before purchasing as we do not offer refunds on purchases for change of mind.

Studio Sale:

Up to 40% off selected items applies to products in the Studio Sale collection only. Prices are as marked. Complimentary shipping does not apply to any bedhead furniture orders. This offer is online only and may not be used in conjunction with any other offer or discount. Studio Sale purchases are final sale and are not eligible for return or store credit. 

Custom Orders:

Please note that custom orders are not part of our core range and are made to order. Custom order items are not eligible for return or store credit. 

Dispatched Orders - To arrange an exchange or credit of your purchase you must notify us within 10 days of receipt of goods and return goods to us within 7 days of your notification. Items must be unwashed, unused and in original packaging with tags intact and invoice included to be eligible for exchange or credit. Credit notes are valid for a period of 12 months. You can download the Returns and Exchange Form here. Refunds, exchange or credits are not offered on sale items.

Please take the time to read the care instructions on items prior to washing as we will not accept items for replacement if they have been damaged in the wash or treated incorrectly.

Except where the goods are faulty, you will be required to arrange and pay for the postage charges on the return and resend of products. We ask that you notify us within 10 days of receiving your order if any faults or defects are found.

Stored orders – Where an order has been confirmed with payment in full and the client requests that the order is stored by Hale Mercantile Co for future delivery the order will be deemed as a dispatched order with regard to returns and exchange from the payment date. Hale Mercantile Co will not refund or exchange stored orders for change of mind.

Furniture orders - please choose carefully as we do not refund, return, or exchange for change of mind.

In the event that a refund must be issued for a none dispatched purchase, the value of the purchase minus the cost of the merchant or PayPal fees will be refunded.

Information about product sizes can be provided on request. Please email us at customer-service@halemercantileco.com should you require more details on a specific product.

The website offers an accurate as possible representation of the product and its colour. Slight variations in colour may occur as our products are made from natural materials. Colour representation may also vary slightly due to computer image quality and screen settings. Please refer to our ‘colour guide’ on each product page for further description.