FREQUENTLY ASKED QUESTIONS

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General questions

Shipping

Shipping time


Shipping time depends on the weight and where the package is sent to. Spain all packages: 1-3 working days Eu countries: 1-8 working days International: 2 to 8 working days It might occur delays due to reasons out of our control, which we are really sorry if it happens. Please note that we are based in Barcelona, Spain and we might have holidays days that are not in another area which is not possible organise the pickup or ship that day. Those shipping time are an approximation, not the exact time, and we ask patience if you order something. If you have any question and want to know a more exact timing or information about the shipping time, please contact us and we will give you the most detailed answer.




How my products is being shipped?


We work with different shipping and delivery companies: Seur, Zeleris, UPS, and Correos Express. Is common we send a package with one of those companies but the delivery company in each country might differ. If any issue happens on the delivery part please contact the company that has been in charge. It is still the same company, we will process to contact with them and get to know what happens.




Where do you ship?


We can ship worldwide from Barcelona, Spain.
If your country is not listed as option, please contact us to offer you an option.
All our packages are shipped in private shipping companies and some countries might require the ID number of the receiver for customs purposes, please make sure you fill that correctly. And all our products are sent with a tracking number. NOTE: You should be self-aware that hemp ropes might have restrictions in some countries.




Lost packages, lost items, damages, no delivery and such.


As we work with private companies, is much easier to find out if there is any problem. However if the delivery company in the delivery country changes, we suggest the customer contact them to know what happens to their packages. We always welcome notifications or ask for help in this matter. If the company in charge of delivery is the same as the one we shipped, we can contact them directly to find out the problem. Lost packages are extremely rare, fortunately. No deliveries are almost impossible. We ask our costumers check their tracking numbers regularly and if there is not info changed in 2-3 days to contact us, and be present at the address of the delivery when they see their packages will arrive soon. Please do not wait long for updates, some countries are more strict on the customs and the package might be held for some days and depending on each situation, they might send back if the receiver doesn't contact them or update requested information. Regarding damages, we cannot be responsible if your package was open in the way or at customs. This is something that might happen. We secure the packages very well and protect the packages as much as possible against any damage for being opened at customs. If you received a package opened, please double check if there is any damage on the product and report us this information, but we cannot give a refund or exchange due to this reason, unfortunately. If the product is damaged inside of the package but wasn't open, if it was a wrong product or wrong specification, please let us know. We will ask the customer to send us some photos of the full products and details via e-mail to analyze the situation and offer options to solve this problem. If you have any question about this matter, please contact us.





Packaging

How is the packaging?


We send our products in the most safer way. All products are usually sent on cardboard boxes, some small rope orders or rings we might send on padded mailing envelopes according to the sizes. All products inside are folded on craft paper, and extra craft paper or cardboard filler and rarely we might need bubble film to secure some products. We are an eco-friendly and very focused on the environmental waste, so most (if not all) our products are recycled already or made of materials easily recyclable, biodegradable, or refused. And we ask our customers to recycle properly and reuse as much they can boxes and fillers they receive. We do not have any logo or information outside on the box. We like to keep everything very minimalistic and discreet for our customers. Some cards and flyers might be included inside of the package. For very large size orders we might reuse big boxes we already have. :)




My package arrived damaged.


If your package arrived damaged outside, we usually recommend you take photos or/and videos before opening it. Then please check if the products are damaged inside too and we ask for pictures or/and videos too. If the damage was the boxed being opened by customs and then closed again with another tape, unfortunately, we can't make anything for this. If your package arrived damaged and the product inside, we will contact the company that delivered it and change your product for another one with no extra shipping charge after the damaged product sent and arrived at our address.




Can I ask for a gift wrapping package?


Unfortunately, we do not offer this service.





Preparation

What is the preparation time?


Generally, every product that is not custom made, such as rings, safety shears, rope balms, oils and untreated natural ropes with overhand knots takes much less time of preparation, within 1-3 working days depending on the load of orders we have.




How long takes for the natural ropes to be prepared?


We have two types of natural ropes products, the treated ones and untreated ones. Treated ropes: 3-6 working days. Untreated ropes: 2-4 working days. Delays might happen due to the high amount of orders, promotional days and such. We ask our customers to be patient and thoughtful that we are a very small business.




How long takes for the coloured ropes to be prepared?


We have two types of dyed ropes products. Treated coloured ropes: 5-10 working days. Untreated coloured ropes: 5-7 working days. Delays might happen due to the high amount of orders, promotional days, weather complications and such. We ask our customers to be patient and thoughtful that we are a very small business.





Durability / Grading

Are the products graded?


Our rope manufacturer does not provide load rating, like most (if not all) other rope manufacturers don’t due to the nature of natural fibres like jute and hemp, which differs totally to synthetic ropes as they are much more predictable in that matter. Other factors also can affect the quality and durability of the natural fibres ropes, which makes impossible to rate them. Regarding other materials like our rings, the manufacturers also don’t give us a loading rate so we cannot ensure their loading rate for legal and safety reasons and we can endorse neither the natural fibres ropes or rated rings for suspending living beings. If we comment on any loading reference to our products is due to the intern test we did to one specific product but is not a qualified reference for all the products sold on the website. And we always ask our customers be responsible and self-aware of the risks that take to suspend living beings and check always the conditions of their equipment, use in reasonable conditions if so and treat the products correctly to avoid damages and accidents. However, we cannot be responsible for any accident as we cannot know how those materials were treated or if was a malfunction.




Which are the durability of the products?


Our natural ropes have quiet long life spam. Of course, it always depends on their use and intensity, and many other reasons. Some clients still use their ropes with no problems for more than 2 years and others have to change theirs in 8 month due to the way they used the ropes. We recommend every customer educate themselves before purchasing and make sure they are treating the ropes adequately.
Dyed ropes always have a shorter life span due to the wet process of dyeing them, however, the method we use is specially designed to keep the integrity of the ropes as much as possible and we can say they last longer than most other dyed ropes due to the method we use and the quality of our ropes. Regarding the other materials, they are very durable if treated properly. Please note that safety shears are not intended to last very long, they are useful for several uses and ultimately will end up not cutting properly after a while. Make sure you have another one, because safety goes first always, and make sure to use the ones for only emergency and not trivial uses.





About our products

Shipping

Shipping time


Shipping time depends on the weight and where the package is sent to. Spain all packages: 1-3 working days Eu countries: 1-8 working days International: 2 to 8 working days It might occur delays due to reasons out of our control, which we are really sorry if it happens. Please note that we are based in Barcelona, Spain and we might have holidays days that are not in another area which is not possible organise the pickup or ship that day. Those shipping time are an approximation, not the exact time, and we ask patience if you order something. If you have any question and want to know a more exact timing or information about the shipping time, please contact us and we will give you the most detailed answer.




How my products is being shipped?


We work with different shipping and delivery companies: Seur, Zeleris, UPS, and Correos Express. Is common we send a package with one of those companies but the delivery company in each country might differ. If any issue happens on the delivery part please contact the company that has been in charge. It is still the same company, we will process to contact with them and get to know what happens.




Where do you ship?


We can ship worldwide from Barcelona, Spain.
If your country is not listed as option, please contact us to offer you an option.
All our packages are shipped in private shipping companies and some countries might require the ID number of the receiver for customs purposes, please make sure you fill that correctly. And all our products are sent with a tracking number. NOTE: You should be self-aware that hemp ropes might have restrictions in some countries.




Lost packages, lost items, damages, no delivery and such.


As we work with private companies, is much easier to find out if there is any problem. However if the delivery company in the delivery country changes, we suggest the customer contact them to know what happens to their packages. We always welcome notifications or ask for help in this matter. If the company in charge of delivery is the same as the one we shipped, we can contact them directly to find out the problem. Lost packages are extremely rare, fortunately. No deliveries are almost impossible. We ask our costumers check their tracking numbers regularly and if there is not info changed in 2-3 days to contact us, and be present at the address of the delivery when they see their packages will arrive soon. Please do not wait long for updates, some countries are more strict on the customs and the package might be held for some days and depending on each situation, they might send back if the receiver doesn't contact them or update requested information. Regarding damages, we cannot be responsible if your package was open in the way or at customs. This is something that might happen. We secure the packages very well and protect the packages as much as possible against any damage for being opened at customs. If you received a package opened, please double check if there is any damage on the product and report us this information, but we cannot give a refund or exchange due to this reason, unfortunately. If the product is damaged inside of the package but wasn't open, if it was a wrong product or wrong specification, please let us know. We will ask the customer to send us some photos of the full products and details via e-mail to analyze the situation and offer options to solve this problem. If you have any question about this matter, please contact us.





Packaging

How is the packaging?


We send our products in the most safer way. All products are usually sent on cardboard boxes, some small rope orders or rings we might send on padded mailing envelopes according to the sizes. All products inside are folded on craft paper, and extra craft paper or cardboard filler and rarely we might need bubble film to secure some products. We are an eco-friendly and very focused on the environmental waste, so most (if not all) our products are recycled already or made of materials easily recyclable, biodegradable, or refused. And we ask our customers to recycle properly and reuse as much they can boxes and fillers they receive. We do not have any logo or information outside on the box. We like to keep everything very minimalistic and discreet for our customers. Some cards and flyers might be included inside of the package. For very large size orders we might reuse big boxes we already have. :)




My package arrived damaged.


If your package arrived damaged outside, we usually recommend you take photos or/and videos before opening it. Then please check if the products are damaged inside too and we ask for pictures or/and videos too. If the damage was the boxed being opened by customs and then closed again with another tape, unfortunately, we can't make anything for this. If your package arrived damaged and the product inside, we will contact the company that delivered it and change your product for another one with no extra shipping charge after the damaged product sent and arrived at our address.




Can I ask for a gift wrapping package?


Unfortunately, we do not offer this service.





Preparation

What is the preparation time?


Generally, every product that is not custom made, such as rings, safety shears, rope balms, oils and untreated natural ropes with overhand knots takes much less time of preparation, within 1-3 working days depending on the load of orders we have.




How long takes for the natural ropes to be prepared?


We have two types of natural ropes products, the treated ones and untreated ones. Treated ropes: 3-6 working days. Untreated ropes: 2-4 working days. Delays might happen due to the high amount of orders, promotional days and such. We ask our customers to be patient and thoughtful that we are a very small business.




How long takes for the coloured ropes to be prepared?


We have two types of dyed ropes products. Treated coloured ropes: 5-10 working days. Untreated coloured ropes: 5-7 working days. Delays might happen due to the high amount of orders, promotional days, weather complications and such. We ask our customers to be patient and thoughtful that we are a very small business.





Durability / Grading

Are the products graded?


Our rope manufacturer does not provide load rating, like most (if not all) other rope manufacturers don’t due to the nature of natural fibres like jute and hemp, which differs totally to synthetic ropes as they are much more predictable in that matter. Other factors also can affect the quality and durability of the natural fibres ropes, which makes impossible to rate them. Regarding other materials like our rings, the manufacturers also don’t give us a loading rate so we cannot ensure their loading rate for legal and safety reasons and we can endorse neither the natural fibres ropes or rated rings for suspending living beings. If we comment on any loading reference to our products is due to the intern test we did to one specific product but is not a qualified reference for all the products sold on the website. And we always ask our customers be responsible and self-aware of the risks that take to suspend living beings and check always the conditions of their equipment, use in reasonable conditions if so and treat the products correctly to avoid damages and accidents. However, we cannot be responsible for any accident as we cannot know how those materials were treated or if was a malfunction.




Which are the durability of the products?


Our natural ropes have quiet long life spam. Of course, it always depends on their use and intensity, and many other reasons. Some clients still use their ropes with no problems for more than 2 years and others have to change theirs in 8 month due to the way they used the ropes. We recommend every customer educate themselves before purchasing and make sure they are treating the ropes adequately.
Dyed ropes always have a shorter life span due to the wet process of dyeing them, however, the method we use is specially designed to keep the integrity of the ropes as much as possible and we can say they last longer than most other dyed ropes due to the method we use and the quality of our ropes. Regarding the other materials, they are very durable if treated properly. Please note that safety shears are not intended to last very long, they are useful for several uses and ultimately will end up not cutting properly after a while. Make sure you have another one, because safety goes first always, and make sure to use the ones for only emergency and not trivial uses.





Questions?

We tried to collect all the questions we receive often and include in this FAQ section, but also you can find very precise information about each product in their description and some extra tips and info on the blog section, please make sure check it before filling this form. If your question is not here, don't doubt send us your concerns or curiosity so we can try to answer it as soon as possible.
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