Policies & FAQ
Like any other online shop we have our general terms and conditions regulating reclamation and returns (according to European law also). As we do not make industrial goods but handcrafted products made and hand signed we would like to provide you – in addition to those standardised terms & conditions – with some additional pieces of advice in our own words. They are about potential discrepancies between pictures and finished furniture piece, installation and maintenance, and return. You are very welcome to contact us any time if you have further questions or concerns around those topics.
Policies
Prices
The currency used on the site is USD.
Shipping
Processing time (during holidays could take more, see notices on website)
📦 Production time: 7-10 days (a preorder/made on order takes a bit more)
✈️ Transit time. We offer 3 shipping options:
✈️ Transit time. We offer 3 shipping options:
- DHL INTERNATIONAL Priority Express from Nicaragua in 3 to 6 business days. Tracking and Insurance included.
- DHL INTERNATIONAL Expedited Shipping from Nicaragua in 7 to 10 business days. Tracking and Insurance included. (recommended).
- INTERNATIONAL Economy Shipping from Nicaragua in 30 to 45 business days. Tracking and insurance are NOT included (in the case the package is lost). Operated by Correo de Nicaragua
📆 We ship every Thursday (if not holiday). After shipping items will arrive within 1 week. Preorders/Made on order and Custom orders takes more time.
With option 1. DHL INTERNATIONAL Priority your package will escalate other orders and will be shipped the first day avaiable!
Customs Awareness
We are not responsible for delays due to customs.
I have to aware you may have to pay duties or taxes by your country Customs.
Expedited and Priority Packages shipped by DHL are insured, we must declare full value for insurance purposes.
USA: If you order value is less than 800 USD, you will not pay any duties or taxes :)
NOT USA: If you are not from USA, here the card with the minims: Overview of de minimis value regimes world wide
The minimis refers to the minimum value of the goods below which no duties and taxes are being collected by your country Customs.
Declaring lower value on customs declaration would be also illegal.
We cannot declare a different value than what you paid for your product/s.
Buyers/Receiver/Importer are responsible for any customs and import taxes that may apply, we will not be responsible for any complication.
The product cannot be returned if you refuse to pay taxes so it will be abandoned. Abandoned orders will not be refunded.
An estimate of what fee you might expect can be found calling your country custom authorities.
We are sorry but it is illegal to falsify customs forms. If you no longer wish to receive your order, please submit a cancellation request within 3 hours of your order.
Please ensure your email provider will accept emails from info@hangahammockcollective.com otherwise updates may end up in your spam folder.
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
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.
It is your responsibility to track your order in the 5 days after we have shipped and notified your tracking number.
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/Made on order and Custom orders
Preorders/made on order 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.
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 abandoned.
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 🇷🇺
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
The currency used on the site is USD, but you can pay with your own currency.
Secure options:
- Visa, Master Card, American Express, Discover
- PayPal
- Coinbase (bitcoins)
- Apple Pay
- Pay with Sofort, iDeal
- American Express
Shopify (our website platform) keeps your payment information secure. We never receive your credit card information.
Returns & exchanges / Conditions of return
A 10% restocking fee applies per returned/exchanged item.
⚠️ Just contact me within: 7 days of delivery
⚠️ Ship items back to the specific address I will write you within: 14 days of delivery
Request a cancellation within: 12 hours of purchase
Custom, personalized orders or discounted unless they arrive damaged or defective, can't be returned or exchanged.
Returns/exchanges are accepted for unused products returned in their original packaging.
If the item is not returned in its original condition, the buyer is responsible for any loss in value.
Buyers are responsible for any customs and import taxes that may apply.
When we have received the item and approved the return, we will make a full refund to you after deducting:
Unclaimed packages / Missing or inaccurate receiver telephone number
⚠️ You are responsible to track your order
- in the 2 days after (if you choose PRIORITY) we have notified your tracking number. Which is the minimum transit time. Track here
- in the 6 days after (if you choose EXPEDITED) we have notified your tracking number. Which is the minimum transit time. Track here
- in the 15 days after (if you choose ECONOMIC) we have notified your tracking number. Track here
⚠️ Buyers are responsible for any customs and import taxes that may apply.
⚠️ Anyway we are not responsible for any custom complication and the product cannot be returned if you refuse to pay taxes.
⚠️ Unclaimed packages will be considerate as abandoned.
For packages that are not collected within 7 days will be considerate as abandoned.
If we receive the item back, we reserves the right to charge the return shipping and freight companies's administrative costs. If apply, we will make a full refund to you after deducting:
- the return shipment cost
- the cost of sending the product
- the re-import taxes
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)
Important notes
Please use responsibly our handmade products, we are not responsible for any possible injuries incurred while using the products.
Always hang from a secure beam or support.
Babies should never be left unattended.
Some of the products are not yet certified but we follow international safety standards. If you have any concerns, you should ask suggestions to your pediatrician.
Please note that because these items are handcrafted, there may be slight variations and/or small imperfections. (Nothing that will alter the safety of this product.) Some color tones could appear different depending on availability or different white balance screen setting.
FAQ (frequently asked questions)
When will my order be shipped?Depends from the shipping option you choose. Your phone number and e-mail is required to ship the order. Your phone number is required to ship your order in the best and fastest way. Please write me at info@hangahammockcollective.com
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?
We offer 3 shipping options:
- International Economy Shipping from Nicaragua (27 to 45 business days). NO TRACKING! NO INSURANCE!
- International Expedited Shipping from Nicaragua (5 to 9 business days). Tracking and Insurance included.
- International Priority Express from Nicaragua (3 to 6 business days). Tracking and Insurance included.
Where do you ship to?
PRIORITY and EXPEDITED shipping are operated by DHL EXPRESS COURIER the fastest and secure way to ship your order. 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
ECONOMIC shipping are operated by Correo de Nicaragua with no Tracking and no Insurance (in the event the package is lost).
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 full value of the product shipped and it has to be real.
All of international packages shipped by DHL EXPRESS are insured, we must declare full value on the customs form for insurance purposes.
Declaring lower value on customs declaration would be also illegal.
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*
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.
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.
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.
When I hold the swing up it’s lopsided
Don't worry, your swing is not defected. It looks that during the transit from Nicaragua to your home some movements or a custom inspection moved the cotton ropes and the rolled up the wooden bar. If you can you should try to freeing the ropes as the other three sides. So they will be all four sides working with the same length and tension.