FAQ

NEED HELP?

Please email us at hello@hemsworthmercantile.com with any question, concern, or service we can assist you with. Please allow 24 to 48 hours for a reply.

ORDERS

How long will it take for me to receive my order?
Once you place your order, it will take 1-2 business days to process it. You will receive a shipment notification email when your order ships.

Canada and United States

All orders are shipped from Vancouver, BC.

  • Flat rate shipping in Canada and US is $10 for orders under $80
  • Free Shipping on orders over $80
  • Shipping times to Canada and United States: 2 to 10 business days

Due to COVID-19 restrictions in Canada, shipping delays may occur. If you are shopping for the holiday season, we encourage customers to order early to avoid delays or choose expedited shipping upon checkout. Please reach out to us at orders@hemsworthmercantile.com if you'd like your order expedited. 

What forms of payment do you take?
We accept all major credit cards and Paypal.

Where is my order?
You can check the status of your order when you sign in to your account.

Can I change or cancel my order?
Email orders@hemsworthmercantile.com if you wish to cancel your order, and we will reply within 24-48 hours.

Can I use multiple promo codes?
Only one promo code can be used per order. 

Can I use promo codes on sale items?
No. Discount codes only apply to regular priced items. 

When all items at the shop are marked down during a storewide sale event, discount codes cannot be applied to sale items. You may be able to use them on non-sale items when the sale event has ended. 

RETURNS 

Can I return or exchange my order?

Standard Return Policy

We want you to love our products but if there's something you're not happy with, we would gladly accept returns within 14 days of purchase for a full refund or exchange as long as they are unused, unwashed, and in their original packaging.

Holiday Return Policy
Items purchased between November 1, 2022 and December 25, 2022 may be returned up to January 30, 2023. Please note that all other terms and conditions provided in our refund policy are still applicable with respect to such items purchased. All orders made after December 25, 2022 are subject Hemsworth Mercantile's Standard Return Policy.

To return an item, simply send us an e-mail at orders@hemsworthmercantile.com. Please note that the shipping fee is non-refundable and it is your responsibility to pay for shipping back the item/s to us. Once your package reaches us, please allow 7 to 10 business days for your return to be processed. 

CARE INSTRUCTIONS

How do I care for my Hemsworth textiles?

TURKISH HAND AND BATH TOWELS

  • Machine wash cold on gentle cycle with similar colours
  • Avoid using fabric softener as this will reduce absorbency
  • Hang to dry or tumble dry at low temperature

LINEN TOWELS

  • Linen should be washed in cold on a gentle cycle and separate from other fabrics and colours.
  • If some heavy-duty stains appear, increase temperature. Avoid washing in high temperatures often as this will result in fabric shrinkage.
  • Hang to dry, tumble dry at low temperature, or dry flat on a terry towel
  • If using a tumble dryer, take your linen towel out while still damp and hang to dry. 
  • Do not dry in high heat as this will cause the fabric to shrink and pill, weakening the fibers.
  • Iron your linen towels in medium heat while they're still damp

THROW BLANKETS

  • Machine wash cold on gentle cycle with similar colours
  • Do not use fabric softener
  • Hang to dry or tumble dry at low temperature

KIMONO

  • Machine wash cold on gentle cycle with similar colours
  • Avoid using fabric softener as this will reduce absorbency
  • Hang to dry or tumble dry at low temperature

Will my towel shrink?
To prevent shrinkage, we recommend that you follow our care instructions. It will shrink if you wash your towel in hot water and tumble dry in high heat.  

Our linen towels have been pre-washed to prevent shrinkage but expect a slight shrinkage of 3% or less.