Customer Care 

 
 

Customer Queries

Your calls and queries are of the utmost importance to us.
 
All queries can be made by either: 

Post:      PO Box 246, Burwood Victoria 3125

Fax:       61-3-9809 1642

Phone:   61-3-9889 3984

 
Refer also to the Contact Us page of this website.
 
If your query is urgent, please make sure that you state that it is urgent when you leave a message or when you send an email, fax or letter, to ensure that your query is promptly responded to.
 
Office hours for telephone calls at Merchant Hall:
 
We have outlined below the hours our office is open to receive telephone calls. If you cannot get through to us at that time, or if you are calling at other times, please leave a message with:
  • your name
  • a number we can contact you on, and
  • the time we will be able to contact you on that phone number (we are happy to call you in non-business hours if this is convenient for you)
 and we will return your call as soon as possible.
 
Office hours for telephone calls at Merchant Hall:

Monday:            1.30pm-5pm
Tuesday:           7pm-8.30pm
Wednesday:       9am-2pm
Thursday:          9am-2pm
Saturday:          11.30am-3pm
 

Online Security

Merchant Hall is a secure site. Merchant Hall considers the security of its website to be of the utmost importance, and has taken all steps necessary to provide its users with the safest environment.
 
Merchant Hall has taken all reasonable steps to protect the personal information it holds from misuse, loss and from unauthorised access, modification or disclosure. Our website and databases are protected to ensure that, to the best of our ability, no outside person will be able to obtain your personal details from us. We use secure firewalls whenever receiving and transferring your personal information on our site and we have secure servers. All of our databases are securely encoded using the MD5 cryptographic algorithm that secures passwords. Plus, our online website administration area employs a SSL connection, which is also used by online banks and shopping sites.  SSL (Secure Socket Layer) is an encryption protocol, which encodes data sent over the World Wide Web, rendering it unreadable to anyone intercepting the transmission.  Refer also to our Privacy Policy. 
 
Further, no credit card or payment details are stored on Merchant Hall’s server or in our database. All credit card payments are transferred to a secure ANZ site for payment and processing. Customers are only transferred back to our website once their credit card payment has been processed in full. 
 
 

The Purchasing Process at Merchant Hall

 
The purchasing process at Merchant Hall is outlined as follows:
 
  1. Once you have chosen a product to purchase, you will be directed to our checkout.
     
  2. At our checkout, you will be asked to pay for the product by either Visa, Mastercard or PayPal. All payment options are transferred to secure sites for payment (ie to the ANZ secure site for Visa and Mastercard payments, and to the secure PayPal site for PayPal payments) and then transferred back to the Merchant Hall site once payment is complete. Payments made by PayPal will receive an email from PayPal confirming that the payment has been made.  
     
  3. At our checkout, you will also be asked whether you would like your product complementary gift wrapped with a gift card. Refer to the Gift Wrapping section of Customer Care, where the gift wrapping options available are displayed.
     
  4. Once you have completed your purchase online, a receipt page that contains an order number will be displayed as confirmation of your purchase on your computer.  Once you have checked out from our checkout, you will also be sent a confirmation email and a Tax Invoice from Merchant Hall, via your email, that contains your order number (this will be the same as that appearing on the receipt page) and the details of your order. 
     
  5. Your goods will be delivered to the delivery address you nominated within 3-10 working days (for goods delivered within Australia). Refer to the “Delivery Information” section within Customer Care, for more details regarding delivery.
     
  6. You will be asked to sign for your goods when you receive them from either Australia Post or from the courier service that we use, Fastway Couriers. When you receive your product from us, it will contain a Delivery Docket. The Delivery Docket will contain:

    (1) the order number for the product (the order number will be the same as:

       (a) the order number on the Tax Invoice we will have emailed to you when 
            you purchased the product online, and
       (b) the order number that appeared on the receipt page that was displayed on your
            computer once you had completed the purchase of your product online);

    (2) a description of the product you ordered; and

    (3) the billing and delivery details for the product you purchased. 

    The Delivery Docket will not contain details of the price you paid for the product you purchased.

Total Cost of Purchase

 
Your total cost of the purchase will include: 
  • The price of the product quoted on our website (the price quoted includes GST)
PLUS
  • The delivery fee charged. Refer to the section titled “Delivery Information” within Customer Care, which details the delivery fees that will be charged per state within Australia. The fees quoted are inclusive of GST.
 
No fee will be charged for any gift wrapping that is requested. Please refer to the section titled “Gift wrapping” within Customer Care, where the choices available for gift wrapping are outlined. All prices will be removed from the products before they are gift wrapped.
 
 

Payment Options Available

All payments for goods at Merchant Hall can be made by either Visa, Mastercard or by PayPal.
 
All payments are made at secure sites. That is, you are transferred to secure sites for all payments – to either:
  • the ANZ secure site for Visa and Mastercard payments; or
  • the secure PayPal site for PayPal payments
 
You are then transferred back to the Merchant Hall site once your payment is complete.
 
 

Gift Wrapping

 
Free gift wrapping is provided by Merchant Hall upon request. You will be asked whether you want gift wrapping as you go through the checkout of Merchant Hall. A free gift card will also be provided. The check out process will allow you to enter any information you would like on the gift card. The gift card will be neatly hand written.
 
Merchant Hall will remove all prices on the items that are gift wrapped.
 
In addition, you can have the gift sent directly to the person it was purchased for.  Simply put that person’s details in the Delivery Information at Merchant Hall’s checkout, and put your details in the Billing Section of Merchant Hall’s checkout. In doing so, you will be charged for the product and sent the Tax Invoice for the product you purchased, and the gift will be sent directly to the named recipient of the gift.
 
Note that whilst the product that is sent out will have a Delivery Docket attached, no price regarding the product sent is placed on the Delivery Docket. The recipient will receive no details regarding the price of the product. Refer to the section titled “The Purchasing Process at Merchant Hall” within Customer Care, which outlines what the Delivery Docket contains.
 
Gift Wrapping Options
 
Merchant Hall offers its customers the following six options of complementary gift wrapping during the check out process at Merchant Hall:   
 
         
 
                 Dots/White                                                      Dots/Brown
 
         
 
                Gold/White                                                       Gold/Brown
 
         
 
                 Stripes/White                                                  Stripes/Brown
 
 
The two types of gift wrapping paper used by Merchant Hall are: 
  • a brown gift wrapping paper (the brown paper requires less processing than other types of paper and thus leaves the lowest possible carbon footprint during its manufacturing process)
  • a white glossy paper 
A complementary gift card is also offered. The gift card is all white in colour, and comes in a white envelope. 
 
You will be asked during the checkout process what message you would like written on the card. The gift card will be neatly hand written.
 
Note that the gift wrapping paper used by Merchant Hall can be recycled by you in your recycling bin at home. As it is typically recycled, reduced landfill should result. In addition, the paper is:
  • made from Australian paper
  • manufactured using sustainable, renewable resources
  • degradable (ie it will naturally decompose leaving no harmful residue) 
Please refer to the section titled, “Caring for the Environment” within Customer Care, where Merchant Hall outlines how it cares for the environment.
 
 

Delivery Information

Merchant Hall delivers to all regions and territories of Australia.
 
Delivery Method
 
Merchant Hall uses Australia Post (ie Registered Post) and Fastway Couriers for the delivery of its products within Australia. 
 
All products must be signed for when they are delivered to you. The title and the risk of loss of the product will pass to you on delivery once you have signed for and accepted the products from either Australia Post or Fastway Couriers.  
 
Delivery Timeframe
 
Please allow 3 to 10 business days for delivery within Australia (business days do not include Public Holidays). While we will use all reasonable efforts to deliver your products to you within this estimated time frame, we do not guarantee that we will deliver within this time frame. 
 
However, if you have not received your goods within 3-10 working days, please contact us. If for some reason we know that your delivery will take longer than 3-10 working days, we will contact you.
 
Delivery Charges – Within Australia
 
The following is a guide for the delivery fees that will be charged (note all prices include GST) within Australia - Merchant Hall delivers to all regions and territories of Australia:
 
Australian Capital Territory
$9.30
Northern Territory
$32.00
NSW - Sydney
$7.00
NSW - Regional
$9.50
Queensland – Brisbane & Gold Coast
$11.00
Queensland – Sunshine Coast & Toowoomba
$12.00
Queensland – Regional
$16.00
South Australia
$11.00
Tasmania
$11.50
Victoria – Melbourne
$6.00
Victoria – Regional
$9.00
Western Australia - Perth
$22.00
Western Australia - Regional
$30.00
 
Delivery Outside Australia
 
Merchant Hall does not currently do deliveries outside Australia. 
 
However, we do accept orders from overseas customers where the goods are to be sent to an Australian location.
 
What Happens if You are Not Available When the Goods are Delivered?
 
If you are not available at the address where the goods are sent to when they arrive, the goods will be taken to your nearest Australia Post, or to Fastway Courier’ depot.  
  • Australia Post will leave a card at your address to notify you that your goods from Merchant Hall have arrived, and the card will tell you where you can collect the goods.  You will have to sign for the goods when you pick them up from Australia Post. Your goods can be retrieved from Australia Post during normal business hours (this does not include Public Holidays).  Your goods will be held by Australia Post for their maximum hold time, and once this time expires, they will be returned to Merchant Hall.
     
  • Fastway Couriers will also leave a card which will give you the telephone number you will have to call to arrange a time when your goods can be re-delivered to you by Fastway Couriers. Fastway Couriers only delivers during business hours – ie between 9am to 5pm on business days (this does not include Public Holidays). Note that if you do not call Fastway Couriers within 7 days of receiving a card from them notifying you that they have tried to deliver your goods to you, the goods will be returned to Merchant Hall.  
If you do not respond to the respective calling cards from Australia Post and Fastway Couriers, and if your parcel is returned to us as unclaimed, you will be charged for the additional freight charges incurred on the re-dispatch of the product. The freight charges paid for the original dispatch of the product in this instance are not refundable. We will contact you when we receive your unclaimed goods to discuss the re-dispatch of the goods.
 
Delivery Address Requirements
 
The delivery address you provide to Merchant Hall must be one where the parcels can be delivered to you during normal business hours.  You will have to sign for the parcels when they are delivered, so the delivery address must be one where you will be available to receive the goods and sign for them. 
 
Please ensure that you provide your correct delivery address. All incorrectly addressed orders will be returned to Merchant Hall. Where you were at fault regarding this error, you will be charged the additional postage required to send the product to your correct address as well as a $10 administration fee. In addition, where you were at fault, the original delivery fees incurred by you will not be refundable.
 
Delivery of Damaged, Faulty or Incorrect Goods
 
Merchant Hall will replace all products if they arrive at their destination faulty or damaged, or if they are incorrect. If your parcel contains a damaged, faulty or incorrect product, please notify Merchant Hall within 48 hours of your parcel being received and signed for by you.  Replacements or refunds will not be given for notification after this time period. Once you notify us, we will provide instructions on how to return the product to us in an appropriate manner. Notification of faulty, damaged or incorrect products can be made to Merchant Hall by either email (please mark the email as urgent) or telephone on (03) 9889 3984. Please refer to our “Returns Policy” section in Customer Care, where our policy on dealing with faulty, damaged or incorrect products is outlined in greater detail.
 
 
 

Returns Policy

Faulty, Damaged or Incorrect Products
 
Merchant Hall will replace all products if they arrive at their destination faulty or damaged, or if they are incorrect. 


  

Merchant Hall will refund the return delivery costs for all faulty, damaged or incorrect products where Merchant Hall was at fault. Furthermore, Merchant Hall will pay for all costs incurred in sending you a replacement product.
 
Merchant Hall reserves the right to test any returned product. If the product is deemed not faulty by Merchant Hall, Merchant Hall may, in its absolute discretion, refuse to replace the product or offer you a refund for the product. In this instance, the original product will be returned to you.
 
When a product is replaced, your replacement product becomes your property and the faulty product becomes our property. When a refund is given, the returned product becomes our property.

Return Authorisation Number for Faulty, Damaged or Incorrect Products

Authorisation from Merchant Hall is required in order to obtain either a replacement product or a refund for faulty, damaged or incorrect products received and signed for by you from Merchant Hall. Merchant Hall will issue you with an authorisation number when you contact us regarding your damaged, faulty or incorrect product that has to be returned to Merchant Hall by you. Products cannot be returned by you to Merchant Hall without an authorisation number.  The product must be returned to Merchant Hall within 14 calendar days of the issuance of the authorization number.  All products that are returned must be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that were originally shipped with the product.
 
Undamaged Products - Replacement

Merchant Hall will replace any undamaged product within 30 calendar days of purchase where the product is returned in its original condition (ie the original, unmarked packaging including any accessories, manuals, documentation and registration that were originally shipped with the product) within 30 calendar days, and is accompanied by proof of purchase in the form of either: (1) the Tax Invoice you received from Merchant Hall; and/or (2) the Delivery Docket you received from Merchant Hall that was attached to the parcel when it was delivered to you. 
 
Merchant Hall will not refund delivery and handling charges on returns for incorrect choice, and products are to be returned to the store at the customer's own cost and risk. In addition, should you request a replacement product, you will have to pay for all delivery costs Merchant Hall incurs in sending you a replacement product. 
 
Please include the following information when you return the product to us: 
  • a note explaining the reason for the return;
  • your contact telephone number (that is, your day or night time number – whatever is preferable to you. However, please indicate which number is the day time number and which is night time number) so that Merchant Hall will be able to contact you; and
  • your order number (your order number is displayed on: (1) your Tax Invoice from Merchant Hall; (2) your Delivery Docket from Merchant Hall; and (3) the receipt page that was displayed on your computer screen as confirmation of your purchase, when you completed your purchase of the product online from Merchant Hall).
 
Please return the product to the following address:
 
Merchant Hall
Customer Service Department
PO Box 246
Burwood  VIC  3125

Refunds will only be offered where a replacement product cannot be provided.  We will contact you to arrange a refund if Merchant Hall is unable to replace or exchange the goods returned. We can process a refund by re-imbursing your credit card, or by posting a cheque.  

A replacement product or refund will only be issued when Merchant Hall has received the returned product.
 
When a product is replaced, your replacement product becomes your property and the returned product becomes our property. When a refund is given, the returned product becomes our property.
 
For information regarding the most appropriate way to return products, please contact Merchant Hall on (03) 9889 3984 or by email .
 
Delivery of Replacement Products
 
The delivery time for any replacement product will be the same as stated for the original product.  
 
 

Warranty

Many of the products sold by Merchant Hall are covered by a warranty from the manufacturer. 
 
Generally, the warranty will apply for products that have manufacturer’s faults that occur within the warranty period. In these circumstances, you can deal directly with the manufacturer to get the product fixed and/or replaced. However, please contact Merchant Hall if you have any warranty queries on (03) 9889 3984 or by email.
 
 
 

Caring for Our Community and for Our Environment 

Merchant Hall is committed to caring for our community and for our environment. We believe we have a responsibility to support the community and environment that supports us.
 
Merchant Hall is committed to supporting charities and causes in our community that will benefit those in need in our community, and help improve the health and wellbeing of our society. In so doing, we will donate money and our time to causes that we believe can use our help. The “News & Info” section of our website, and our Home Page will outline the charitable activities we are presently involved in. 
 
Merchant Hall is powered by green electricity.
 
All of the boxes we send our products in to you, are made, in part, from recycled products. The rest of the boxes are made from sustainable, renewable resources. In addition, the cardboard boxes can be recycled by you – they can be folded up and put in your recycling bin.
 
Merchant Hall packages the precious items you purchase from us in a combination of MIC-PAC and ENVIRO-PAK. MIC-PAC and ENVIRO-PAK are the foam-like packaging material that protects your product during its transportation to you: 
  • MIC-PAC is made from over 50% of recycled raw materials and is odourless, dust free, non-hygroscopic and chemically inert.  It is free from chlorofluorocarbons (CFCs).  It takes 40- 50% less energy to make MIC-PAC than it does to make a comparable amount of paper. Further, once you receive it, you can recycle it again, by putting it in your recycling bin at home.
  • ENVIRO-PAK is manufactured and made from annually renewable resources including Australian grown wheat, ground by local millers. Green-Pak is 100% biodegradable, reusable, compostable (without residues) and it is easily disposed of in landfill. It is water-soluble and does not pollute ground water. It can be recycled by you in your recycling bin at home. 
Merchant Hall uses two types of gift wrapping paper. You can choose to use either: 
  • a brown gift wrapping paper (the brown paper requires less processing than other types of paper and thus leaves the lowest possible carbon footprint during its manufacturing process); or a
  • a white glossy paper. 
You will also note that some of your products are also wrapped in tissue paper, for extra protection.
 
Both of the gift wrapping paper products and the tissue paper can be recycled by you in your recycling bin at home. As they are typically recycled, reduced landfill should result. In addition, these products are: 
  • made from Australian paper,
  • manufactured using sustainable, renewable resources, and
  • degradable (ie they will naturally decompose leaving no harmful residue).

FAQS

Q. What happens if the products we receive are damaged or faulty? 

A Merchant Hall will replace all products if they arrive at their destination faulty or damaged, or if they are incorrect.  If your parcel contains a damaged, faulty or incorrect product, please notify Merchant Hall within 48 hours of your parcel being received and signed for by you.  Replacements or refunds will not be given for notification after this time period. Once you notify us, we will provide instructions on how to return the product to us in an appropriate manner. Notification of faulty, damaged or incorrect products can be made to Merchant Hall by either email (please mark the email as urgent) or telephone on (03) 9889 3984. Please refer to our “Returns Policy” section in Customer Care, where our policy on dealing with faulty, damaged or incorrect products is outlined in greater detail.
 
Q. Do the prices on our website include GST?

A. Yes, all prices quoted on our site include GST.
 
Q. How can I pay for my merchandise?

A. All payments for goods at Merchant Hall can be made by either Visa, Mastercard or by PayPal.
 
Q. How do I get a receipt?

A. Tax Invoices are sent to you by email as soon as you have finished purchasing your goods online. You should keep your Tax Invoice for tax purposes as well as for proof of purchase.
 
Q. Are my details secure?

A. Yes.  Merchant Hall considers the security of its website to be of the utmost importance, and has taken all steps necessary to provide its users with the safest environment. Please refer to the “Online Security” section within “Customer Care” where our security measures are outlined in detail. Please refer also to Merchant Hall’s Privacy Policy.

 


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