Shipping

 

We ship can internationally. Free shipping New Zealand only.

 

Processing Time

Whilst we strive to have all products in stock, influx of orders can occur and on very rare occasions we may be short stocked, if this occurs we will contact you to offer a substitute product or refund. Our products are customized and this may affect the processing time however our goal is ship your order as soon as possible. We cannot ship on Public Holidays or Weekends and weeks with Public Holidays may result in a longer processing time.

The time it takes for us to have a package ready for shipment varies by order volume an size, for most products this is typically 2-4 days working days.

Hand Made Trapeze, Corde Lisse, Trapeze Boots, Costumes and hand dyed fabric products can take from 3-14 business days to manufacture and process.

 

Shipping Internationally (outside of Australia and New Zealand)

For international orders, delivery time may take up to 2-5 weeks from shipping date.

 

Customs & Import taxes

Buyers are responsible for any customs and import taxes that may apply. We are not responsible for delays due to customs.

Returns

 

Returns & Exchange details

Aerial Silks Limited does not offer refunds if Customers simply change their mind. Customers are advised to make sure they select their Goods

Aerial Silks Limited does not accept returns on aerial silk products that are damaged in transit or during use.The fabric is batch tested for strength and suitable for aerial use, however it is a textile and is highly susceptible to damage.

Aerial Silks Limited will offer a refund only if the Customer’s Goods are defective on arrival, and these defects were not caused during the postage handling process, or if they receive the wrong Goods. Please notify us within 48 hours of receiving the Goods if any of the above is applicable and you wish to return your Goods. Please return the defective or incorrect Goods to us within 7 days of notification.

We accept no responsibility for loss or damage occurring in transit.

 

We do not provide refunds if a Customer simply changes their mind. An exchange may be arranged at the discretion of the ASAU under legitimate conditions. For all ‘change of mind’ exchanges, the Customer will be responsible for all associated shipping costs (postal tracking is obligatory). Restocking fee of 20% may apply.

Aerial Silks Limited  is not responsible for loss or damage through the postal system. To ensure that any loss or damage is covered, Users are advised to purchase postal insurance in the checkout / invoicing process.

In the event of a mutually agreed upon Goods return (not due to any manufacture or postage error), Aerial Silks Limited will not refund the client any credit card, Afterpay or other processing fees. Restocking fees may apply.

 

Returns must be requested within the 30 days from when it was shipped. We are unable to refund you the cost of returning your item.

Exchanges: Are offered at our discretion, customer will be responsible for return shipping cost.

We do not offer refunds or exchanges on custom made items. As each piece is custom made or dyed per order. However, we want to help ensure your are happy and confident in your purchase, if there are any problems with your purchase on arrival please let us know immediately. Restocking fee of 20% may apply.

**We cannot accept returns or offer refunds due to shipping delays. The operation of the postal service is outside our control!.

Exchanges: We are unable to offer exchanges.

As each piece is custom cut or dyed per order we only accept returns that are unused and in the original condition they were shipped in. However, we want to help ensure your are happy and confident in your purchase, if there are any problems with your purchase on arrival please let us know immediately. Restocking fee may apply.

If you have any questions please contact us with any questions before you place your order.

Cancellations

 

We accept cancellations and you can request a cancellation within 1 hour of purchase by contacting us with your order number. We can not process cancellations once good have been shipped.

 

Faulty Items & Incorrect Shipments

 

We accept and process refunds or exchanges only if your product is defective on arrival, or if at our fault you have received the wrong product. We are not liable for any damaged or lost parcels, in this situation you must follow through with the postal service company for a refund. If the product is faulty or the error is ours we will reimburse you for the postal costs of returning the item to us.

Please notify us within 10 days of receiving the product if you have a faulty item or received an incorrect shipment. You must return the defective or wrongly shipped product to us within 10 days of notification. Returns after this time-frame can not be accepted.

You will need to provide the following information before we can offer a refund or replacement:

• Invoice number
• Date of receiving the product
• Reason for return
• Photo and/or video if asked of the “Reason for return”

If the product is genuinely defective at our fault or you received the wrong product, we will offer you to choose either a replacement product or store credit to the purchase value and we will send you out your new product.

You are responsible for all the costs associated with the return of the product if it is not a fault on our end and we will not reimburse any associated cost until assessment has been made. We request products returned to be mailed by registered/tracked mail. We accept no responsibility for loss or damage occurring in transit and any problems regarding transit must be dealt with between you and the postal service.

For more information on our Terms of Service and Privacy Policy please read our full Terms of Service.