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
For standard shipping to Canada and United States, delivery can take anywhere between 1 and 7 business days. For express shipments, delivery can take anywhere between 1 and 3 business days.

We are located in Vancouver, BC and offer locals to pick up their orders for free. This option is available at checkout. Once we receive your order, we will arrange a date and time for you to pick up your order via e-mail.

International 
Standard International shipping can take anywhere between 6 and 10 business days depending on your location. For express shipments, delivery can take anywhere between 4 and 7 business days.

All orders are shipped from Canada via Canada Post.

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.

Do you ship internationally?
Yes, we do! See shipping rates at checkout. Please note that the International Standard Shipping option does not include a tracking number. Choose Canada Post Tracked Packet International if you would like to have a tracking number.

RETURNS 

Can I return or exchange my order?
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.

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 3 to 7 business days for your return to be processed. If your return does not meet the conditions listed above, the package will be sent back to you. When your return has been accepted, your refund will be issued and you will receive a confirmation email.

CARING FOR YOUR TURKISH TOWEL

How do I care for my towel?
Hemsworth towels are easy to care for. They wash easily and become softer and more absorbent with every wash. The more you wash them, the better they will be. Machine wash cold on gentle cycle with similar colours without fabric softener and hang to dry or tumble dry at low temperature. We do not recommend using a fabric softener as this will reduce absorbency. Instead, add a dash of vinegar to the wash to maintain its softness.

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.