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Customer support

Customer support

ORDERS

  • How long will it take to process my orders?

    Orders are generally processed within 3 business days (Monday-Friday, excluding weekends + holidays).

  • Is ordering online secure?

    The Mercantile is proud to offer our customers a safe and secure shopping experience. We use the highest level of security on our website through our payments processor. All credit card information is encrypted, protecting against disclosure to third parties.

  • Is sales tax added to my order?

    The Mercantile is required by law to collect a 4.166% General Excise Tax which is charged on any/all transaction(s) made in Hawaii and Out-of-State.  The appropriate charges will be added to your merchandise total and displayed on your final order confirmation.

  • Can I make changes or cancel my order?

    To ensure we take the correct action, please email [email protected] with updates or changes or call the office at (808) 572-1407 to make changes to your order. Our customer service hours are Monday - Saturday 10am-6pm HST.

     

SHIPPING

  • What are the available shipping methods?

    The Mercantile currently ships using USPS Priority Mail to all 50 states and Canada. We charge $20 flat ship fee for all orders and we insure all orders over $50. Sorry, we cannot expedite shipping at this time. You will receive free shipping if your purchase is over $500 (pre tax and shipping). International/Canada customers will have to pay their own duties.

     

  • How soon will be order ship?

    The Mercantile will pack and ship your order 1-2 days after the payment is processed. USPS Priority Mail typically takes 3-5 business days to delivery your order. A good estimate from payment to delivery is 5-10 day grace period.

RETURNS

  • What is your return policy?

    RETURN POLICY: The Mercantile will gladly accept returns FOR EXCHANGE OR STORE CREDIT ONLY on items in their original condition within  7 days of date you received your item.  Sorry, we do not give refunds.

    EXAMPLE:  If you receive your order on the 1st of the month, you must ship it back to us so we receive it on the 7th and no later or your return may be denied and shipped back to you. 

    Item(s) must not be worn, damaged, altered or washed and include all original product packaging, tags and receipt. All returns are subject to inspection. If the product is found to be worn and not in resalable condition, a store credit/exchange will be denied and the used item(s) will be shipped back to customer at customer's expense.

    Any items on SALE, CLEARANCE or PROMO'D are FINAL SALE (no exchanges or store credit)

    FINAL SALE on all JEWELRY, INTIMATES, HOME + BEAUTY PURCHASES.

  • How do I return orders to The Mercantile?

    You will need to pack the order using a reliable tracking service to ensure we receive it back. Return shipment costs are the responsibility of the buyer. Returned goods must be delivered to us unused, in original packaging with tags attaches and in new, sellable condition or it may not be eligible for an exchange or store credit. We are not responsible for items damaged/lost in a return shipment, therefore we recommend you insure and track your package. We are unable to issue a credit without actual receipt of the item(s) or proof of received return delivery. Please allow at least 2 weeks for your return to be processed.  Please be sure you have all tags attached, with receipt, and original packaging in box for returns.  PLEASE NOTE, FINAL SALE ON ALL JEWELRY, INTIMATES, HOME AND BEAUTY PRODUCTS.  FINAL SALE ON ALL SALE, CLEARANCE, PROMO'D OR MARKED DOWN ITEMS. FINAL SALE ITEMS CANNOT BE RETURNED FOR STORE CREDIT OR EXCHANGE. MAHALO FOR UNDERSTANDING.

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