Free Shipping within NZ on all items storewide!

Shipping & Returns

Delivery

We ship internationally! Free shipping for Australia and New Zealand.

Aerial Silks AU/NZ ships with tracked standard post to New Zealand and tracked courier for Australia.

Whilst we strive to have all products in stock, influx of orders can occur. Our products are customised 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 times where Public Holidays fall, may result in a longer lead time.

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 dyed fabric products and trapeze being custom made can take from 3-10 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

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

Returns & Exchanges

Cancellations

We gladly accept cancellations and you can request a cancellation within 1 hour of purchase.

Returns and exchange details

As each piece is custom cut or dyed per order, we do not accept returns or exchanges. That being said, 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. Please message us with any questions before you place your order.

For more information on our terms of services, privacy policy please read our Terms of Service.

Faulty items and incorrect orders

We accept and process refunds or exchanges only if your product is defective on arrival, or at our fault you have received the wrong product by accident. We are not liable if NZ Post or another courier has damaged or lost your parcel – in this situation you must follow through with the postage company for a refund.

Please notify us within 10 days of receiving the product if any of the above is applicable and you need to return or exchange your product. 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

  • Name of customer

  • 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 shipping company.

 

Please contact us if you have any questions.