Frequently Asked Questions that can help you with your purchase. If you still have doubts, contact us and we will try to assist you as soon as possible.
May I leave my silks/hammock outside?
Make sure the fabric is not exposed to the sun/rain for long periods of time so that it does not lose its color and properties.How are the return and refund conditions?
Return and Refund Policy
We strive to provide excellent customer service. We will offer a full refund for returned items (excluding original shipping costs) if the return is due to factory defects or our errors. However, for returns due to other reasons, we cannot refund shipping costs.
Upon receiving your package, please open it carefully and inspect the material for any defects. We cannot accept returns for used items, even if the defect appears to be from the factory. Therefore, we strongly recommend that you review the material immediately upon receipt and before using it.
It is very important to open the package with caution. Using a cutter or scissors can damage the fabric. These cuts will not be considered factory defects, and we will not refund the cost of the material or shipping in such cases. The return of the material must include the original packaging (bag or backpack) and the original shipping bag. We cannot guarantee a refund, exchange, or replacement for fabrics with cuts or similar damage caused by improper opening.
If you change your mind after placing an order and the item has already shipped, please contact us to arrange a return or send the package back by your own means. We recommend not rejecting the package upon delivery if the box is undamaged. If you reject the delivery, a full refund is not guaranteed. Additionally, the return shipping cost will be deducted from any refund provided, as the courier charges both outbound and return shipping.
If the box is damaged during shipping, DO NOT ACCEPT IT. Contact us and the shipping company immediately. We cannot guarantee a return or replacement if the material is damaged by the courier and you accept the package. We also cannot replace or refund damaged material if it is damaged by the customer while opening the box or bag.
You have 30 calendar days from the order date to return the product. Returned items must be in their original, unused condition. This means they cannot have any odors (dirt, perfume), contain hair, or show other signs of use or washing. If a returned product does not meet these conditions, we cannot guarantee a refund, and shipping costs will not be refunded.
If you arrange the return yourself and the items are damaged or lost, you will be responsible for such damage or loss, and we will not be able to refund them. For lost packages, you must file a claim with the shipping company to recover the cost of the damage or loss. We recommend sending returns with tracking.
The colors of the fabrics are represented as accurately as possible. However, the exact shade may vary slightly depending on the device you are using to view them and its brightness settings.
We recommend watching the videos where you can see the colors in more detail. If you have any doubts about the tone, you can consult us or view them on a different device. We do not cover shipping costs for exchanges or returns due to tonal differences; however, we are responsible for shipments if we sent you a different color than the one you ordered.
We test our fabrics for strength and performance, but once used, they cannot be returned.
Improper rigging can damage the fabric, and some drops and movements can create holes. Be aware of these movements. Aerial Living will not replace or refund material that is damaged through use. Even high-quality materials can be damaged by burns.
Fabrics should be checked periodically for weakening and holes. Pay particular attention to the areas where the fabric connects to the figure-eight or beam during inspection, as these are the areas that experience the most stress.
Proper installation of fabrics and accessories minimizes the chance of damage by distributing the pressure over a larger area.
Positioning the fabric correctly on the large horned figure-eight distributes the pressure better and reduces the risk of friction. Compared to the simple figure-eight, there is a larger contact surface and less risk of damaging the material.
For this reason, the fabric should never be hung directly on a carabiner or hook.
For classes and regular use with drops, we recommend using a correctly positioned figure-eight with horns or our Pro Kit, as these distribute tension more evenly. Even so, the material should still be checked periodically for possible tears.
We do not replace material that is damaged after use, as there can be many factors that can damage a fabric, even if it is used correctly.
For example, certain drops can increase the risk of damage to the fabric, regardless of its tested strength, due to the friction that raises the temperature of the fabric. Additionally, the way the accessories are installed can affect the integrity of the fabrics.
However, no installation method can guarantee 100% safety. Therefore, the material must be checked periodically and replaced if there is any damage, just like any other material used for work at height or climbing.
Is the Shipment to PO boxes accepted?
Shipment to PO boxes is not accepted. For the shipping to post offices or collection points you have to contact us before making the order, because this is not always possible.What if my item hasn’t arrived?
Deliveries to EU should arrive within 4-6 working days of being ordered. Please allow additional time for your orders to arrive over the bank holidays and weekends. We suggest allowing an additional 2-3 days for your packages to arrive. Deliveries to countries EU should arrive within 6-10 working days of being ordered. Please allow additional time for your orders to arrive over the bank holidays and weekends. We suggest allowing an additional 2-3 days for your packages to arrive. If the package doesn't arrive in 6 working days (10 days for the countries outside of EU), probably is on its way but may have been held up by an incomplete address or unusual circumstances. Please follow the tracking before contacting us. When we ship the parcel you should get an email with the tracking references. If you don't get it please check your email spam folder. And if finally you can 't find it, contact us. If the tracking says that the parcel was already delivered, but you haven't received it, please check with your neighbours to see if a parcel has been left with them, check any outhouses you might have where the parcel may be left and contact your local sorting office to see if the item has been returned to the depot as undelivered and awaiting collection. And if finally you still can't find it, email us clearly declaring that you have not received the item. We will use this email as evidence in our claim for a lost item and you may be contacted by the courier in regard to this. When we receive your emailed declaration will either send you a replacement or give you a refund. Please send us an email at aerialliving (at) gmail.com, stating your order reference number and confirming that you have never received the item as we will pursue the issue with the courier for compensation and your letter will be used as evidence. NOTE: We cannot refund or replace items that the courier has lost until after 15 working days have passed.Shipping for countries outside EU
Countries outside the European Common Market Deliveries:
For these countries we need an identity document number, tax identification or passport, because we must send the package with the proforma invoice (mandatory).
We are not responsible for taxes or extra costs that might be charged by customs of non EU countries. We won’t be able to refund the shipping cost if the package is returned, due to lack of documentation or if duties have not been paid. If the package comes back to us, we have to pay the return shipping and the duties too. Those costs will be deduced from the amount you have paid for your order.
Are the fabric certified?
- Our fabrics are independently tensile tested; the aerial silks resists more than 1000 kg of static load and the swing fabric resists more than 1300 kg of static load, both materials having good elastic behaviour to absorb impacts and to be safe.
Where are the products shipped from?
From Barcelona, Spain, by courier with tracking. If you live nearby you can pick it up at our workshop, but contact us before to place the order because we do them on the day.How should I wash my silks and hammocks?
- Wash the fabric for yoga swing and the aerial silks at low temperature; no more than 40 degrees Celsius, without a softener (the softener can change the fabrics elasticity) Dry it by spinning in the washing machine and then allow to dry naturally with the fabric as open as possible, it is quite fast if there is not much humidity, you can also use a dryer but that will shorten the life of the silk.
- Don't put accessories in the washing machine like carabiners or other metal accessories; you can put the cords and sling.
- Consider that the knots in fabrics and cords may become undone, if that the case we will be happy to help you.
- Make sure all the knots and ropes are correctly placed before using the hammock again.
