At HMCo, we are very passionate about what we do. Our focus is to provide high-quality products with an equally high level of service.
Orders
Trade pricing applies to approved trade clients. New trade clients will be requested to provide appropriate documentation and references (refer to the Trade Application link via our website). Approval of trade status is at the discretion of Hale Mercantile Co. and no further correspondence will be entered into.
Architects, designers and accommodation venues are offered a separate discount structure under our Design / Accommodation status. Clients that fall under this category and who wish to hold stock are not classified as retail resellers. The Design/Accommodation category clients may hold stock for their direct clients only.
Our collection may not be offered for sale outside the showroom or accommodation precinct nor can it be publicly advertised as available for retail sale via social media, eCommerce sites etc.
Dispatch
For next day dispatch all orders must be paid in full by 3pm.
Returns and Exchange
Refunds will not be issued for clients receiving our Design / Accommodation status discount.
Custom orders - Special orders placed with HMCo for custom and non-stocked items are non-refundable and full payment must be paid before manufacture commences. There is no return or exchange on any custom orders.
Dispatched orders - You will always be provided with an invoice prior to dispatch to confirm your order. It is imperative that you look over your invoices carefully. Once you confirm your invoice and payment is received or authorised to process you are confirming that you accept the items being shipped.
With respect to change of mind, if size or colour exchanges are required once goods have been received a request for exchange must be received within 3 days of receiving the goods and exchange items must be returned back to our warehouse within 7 business days (within Australia) or 10 business days (rest of world). If a credit note is required to be issued, credit notes are valid for a period of 30 days only.
All exchange shipping costs are payable by the client. Full shipping pricing applies to all international exchanges.
Stored orders – Where an order has been confirmed with payment in full or with deposit and the client requests that the order is stored by Hale Mercantile Co for future delivery or pick up the order will be deemed as dispatched with regard to returns and exchange.
Hale Mercantile Co holds over 1000 product variations. In order to manage our stock holding efficiently and service our clients best all items paid for are placed into our production queue immediately for replacement.
Pricing
All HMCo prices on our website are subject to change and we reserve the right to change the prices, modify or change the products available on our website at any time and we will have no liability to the customer in relation to such matters.
Availability, prices and delivery rates are also subject to change. There may be errors in pricing, product descriptions or images of items and we must reserve the right to restrict orders of those items.
Payment Terms
Payment is strictly proforma and goods will not be released until the funds have been cleared. Payment is accepted via AMEX, Visa, MasterCard and electronic bank transfer.
Shipping
Orders are shipped via TNT, Australia Post and Civic Couriers. Shipping costs are billed out at standard rates directly to the customer. Freight carrier is subject to change without notice.
HMCo does not ship C.O.D. Customers will be notified when their order is ready to ship. All orders will be shipped to the address specified by the client at the time of ordering. It is the client’s responsibility to notify HMCo if changes are required to the order prior to shipment.
Where a shipment is shipped with TNT to a residential address it is the client’s responsibility to ensure someone is available to accept the delivery on the day. A re-delivery charge will apply if no one is available to take delivery on the day.
Order Cancellations & Changes
All invoices are sent prior to payment for approval and must be checked thoroughly before payment is made.
Changes to orders can usually be accommodated before the order reaches our warehouse for fulfilment. If an order has been processed and you wish to amend it, a new invoice will be issued. Any outstanding balance will need to be paid in full prior to dispatch. Order cancellations must be received in writing, and received prior to shipment. Once orders are received and confirmed with payment no changes or exchanges will be accepted.
Damages & Defects
HMCo linen is prewashed and softened to achieve a natural aged patina. Colour within any one article can be muted in places as a result. This is not a fault in our linen. It is done with the intention to achieve our relaxed, aged style.
Depending on availability, the European flax used to spin our yarns can vary from the grower. This can at times affect the dye lot within our yarns. Dye lot variation is common in processing natural fibres. Whilst we do our utmost to avoid this there can at times be slight variances to any colour within the HMCo range. Our blanket collection is woven from a blend of cotton and linen. As a result, these products go through a different dying process than our 100% linen products. Slight variations in colour will be apparent between our pure linen and blended products.
Please inspect all shipments immediately upon arrival. Please contact HMCo at customer-servive@halemercantileco.com within 3 days of receipt of damaged or defective shipments. Returned defective merchandise will be replaced with new merchandise. Returned defective merchandise will not be accepted if it is held for more than 10 days after receiving the goods.
Any shipping-related damage or loss must be claimed by the consignee with the carrier. All other damages or shortages must be reported, with photographic evidence, to HMCo within 48 hours of receipt of goods in order for a claim to be honoured. If in stock, replacements will be provided for damaged items once returned back to our warehouse. If out of stock, the item will be placed on back order and an eta will be forwarded to the stockist.
Offline Resale Only
HMCo has an 'offline only' resale policy. Design/ Accommodation trade accounts who hold stock for client resell only, may not publicly promote their business as an HMCo. stockist.
For trade clients with an online e-commerce store or social media pages, our products are not permitted to be sold through these channels.
Individual products, pricing and add to cart function may not be used in association with our brand.
Advertising & Social Media
The website is owned by Hale Mercantile Co and is subject to copyright. If you would like to use any of our images for promotional purposes please seek permission first and you will be issued with an Image Release Agreement.
It is important to note that HMCo do not in any way endorse any offers (e.g. discounts, shopping evenings etc.) made by trade clients and these are not to be marketed publicly via social media but instead offered privately to individual clients’ own databases.
Consignment
Hale Mercantile Co. does not offer consignment.
We have experienced a wonderful response to our range, our service and our philosophy to date along with the calibre of clients that we have attracted.