Policies & FAQ

Policies

Shipping
Processing time
ūüď¶ Production time: 7-10 days (a preorder takes a bit more)
‚úąÔłŹ Transit time: 2-5 days Worldwide with DHL Express
ūüŹÉDo you need it faster? Text me a message at my WhatsApp (+505 82552660)¬†and we will focus on your order the same day to ensure you can receive your product within 2-5 business days. Priority Order Fee apply. Conditions apply.
ūüďÜ We ship every Thursday (if not holiday). The orders received before every Monday¬†will be shipped on¬†Thursday.¬†¬†Preorders takes more time.
Estimated transit times (DHL EXPRESS)
North America: 2-3 business days
Europe: 3-5 business days
Australia, New Zealand and Oceania: 3-5 business days
Asia Pacific: 3-5 business days
Latin America and the Caribbean: 3-5 business days
North Africa and the Middle East: 3-5 business days
Sub-Saharan Africa: 3-5 business days
We are not responsible for delays due to customs.
Buyers are responsible for any customs and import taxes that may apply.
Read more here 
Phone number/s
A valid phone number is required to ship your order in the best and fastest way.
Please write me your number/s ASAP at info@hangahammockcollective.com
Without a valid phone contact or if you phone is not available, your order could be returned (please read below the conditions of "Unclaimed packages / Missing or inaccurate receiver telephone number").
Track your order
It is your responsibility to track your order in the 5 days after we have shipped and notified your tracking number. 
Unclaimed packages / Missing or inaccurate receiver telephone number
For packages that are not collected within 7 days, we reserves the right to charge the return shipping and freight companies' administrative costs. 
Buyers are responsible for all the shipping costs.
When we have received the item, we will make a full refund to you after deducting:
- the return shipment cost
- the cost of sending the product
Priority Orders
If you choose a Priority Order option, your order will be prioritise and shipped ASAP, the first days available without waiting for Thursday.
Preorders
Preorders are all the products NOT in stock. This means we have to make it on order. The time we need to make the product varies. 
Priority Order option apply: your Preorder will be prioritise and shipped ASAP bwfore the others Preorder in line, the first day available without waiting for Thursday.
P.O. Boxes 
DHL ship only to real shipping receiver address, NO P.O. Boxes. P.O. Boxes are considerated inaccurate or incomplete shipment information and risk to be returned.  Read more here
Remote Areas
Remote areas are not so commons but could happen you live in a remote location for DHL. Don't worry, we will inform you in advance and ask you to share the surcharge. In case you don't want we will cancel the order and refund you. You can check if your shipping address is located in an isolated area and maybe change with an alternative address (a friend one for example), this will may avoid the surcharge. Take a look at DHL Remote Areas here.
Russia Federation¬†ūüá∑ūüáļ
DHL can only deliver to business addresses (no private). We are not responsible to solve any issues with Russian Custom's Authorities. You have to check your country rules.
Payment options
Secure options
  • Visa,¬†Master Card, American Express, Discover
  • PayPal
  • Apple Pay
  • Pay with Sofort
  • Pay with iDeal
Shopify (our website platform) keeps your payment information secure. Shopify never receive your credit card information.
Returns & exchanges
We gladly accept returns, exchanges, and cancellations
Just contact me within: 7 days of delivery
Ship items back to me within: 14 days of delivery
Request a cancellation within: 12 hours of purchase

Custom or personalized orders, unless they arrive damaged or defective, can't be returned or exchanged.
Conditions of return
If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Buyers are responsible for return shipping costs.
When we have received the item and approved the return, we will make a full refund to you after deducting:
- the return shipment cost
Privacy policy
I will only use your shipping and billing address, and contact information:
  • To communicate with you about your order and shipping (through DHL courier)
  • To fulfill your order
  • For legal reasons (like paying taxes)

FAQ (frequently asked questions)

When will my order be shipped?
Your phone number is required to ship the order. 
We prepare your order in 7-10 working days (PREORDERS take more time). Your phone number is required to ship your order in the best and fastest way. Please write me at info@hangahammockcollective.com or here in ETSY.
Buyers are responsible to track the order in the 5 days after we have shipped and notified your the tracking number.
Without a valid phone contact or if you phone is not available, your order could be returned or abandoned. In case of returns buyers are responsible for the returning shipping cost that may apply. We can only refund you the cost you paid for the products (not the shipping cost) and we will deduct the returning shipping cost. (please read above the conditions of "Unclaimed packages / Missing or inaccurate receiver telephone number"). We may only ask to DHL to ship it again to you. 
Read more here
When will my order arrive?
Orders WORLDWIDE will be delivered by DHL EXPRESS with tracking number, you will get it within 3 to 5 working days after dispatch.
Where do you ship to?
We now ship worldwide in a fast and secure way: DHL EXPRESS COURIER. DHL ship only to real shipping receiver address, NO P.O. Boxes. P.O. Boxes are considerated inaccurate or incomplete shipment information and risk to be returned. Read more here
Can you do not include payment info in the package, as it is for a gift?
Even if it is a gift, we need to declare the value of the product shipped and it has to be real. We cannot don't declare it, otherwise, the custom from your country could hold the parcel, causing a delay.

That's why we have to include our official commercial invoice, a document that also certified that the product you bought was made by Hang A Hammock Collective and it is valid for 1 year warranty*
Can you a personal message in the package, as it is for a gift?
Yes, we will print your message for free and include in the handmade cartoon box with your order.
* The Warranty and Care instructions
The warranty is not valid if the defects are due to damage, misuse, tampering, neglect or lack of care and in case of alterations or repair carried out by unauthorised persons.
We recommend dry cleaning or a careful hand wash with some gentle laundry soap and cold water. Never use aggressive soaps to clean the product.
The handicraft I want it is sold out, do you still make it?
If the handcrafted product you want it is sold out, we will make new one very soon. Please signup to our newsletter to know first when it will be available: eepurl.com/b7ndyj
Do you have offers or coupon codes available?
Please signup to our newsletter to know first when promotions will be available: eepurl.com/b7ndyj. Follow us on Instagram and Facebook too.
Can I use your products outdoor?
Our hammocks are made for indoor or outdoor use because it is amazing to swing outside also :)
Anyway it is very recommended to don't leave outdoor during the rain season because of the mouldy. The mouldy is not a problem for the safety of the product but we don't recommended it for aesthetic reasons. Never use aggressive soaps to clean the product.
Will I pay customs duties?
Maybe, it depends from your country legislation. Consider that any additional taxes or customs duties that are incurred within the recipients country are the responsibility of the buyer/recipient. Please ask ASAP to your customs authorities if they apply to goods from Nicaragua and if you need any extra documents to reduce the amount.