Help
Help & FAQs
Quick answers to the things people ask most. Can't find yours? We usually reply within 1–2 business days.
About the hammock
What's the difference between a travel hammock and a standard one?
A standard hammock usually goes up once and stays put. A travel hammock is light and packs small, so it comes with you. Ours is about 750 g all up, packs to about 22 × 12 cm, and hangs from two trees or posts with no frame and no knots.
What's in the bag?
The hammock, two tree-friendly straps and two steel carabiners. About 750 g all up. How it works shows how they fit together.
Is it just for outdoorsy people?
Frick no. It's made for everyone: backyard afternoons, beach days, the bach, camping trips and long walks.
What does Twill mean?
It's Tom and Will, the two mates who started Twill Outdoors. Nothing to do with the fabric weave.
How much weight can it take?
It's weight-tested to over 200 kg. The recommended maximum load is 200 kg, so please stay within it.
How many people can use it?
It's designed for one person. Please stay within the 200 kg recommended maximum load.
Setting up
How do I set it up?
Wrap a strap around each tree, clip a carabiner through a strap loop on each side, and relax. How it works has photos and videos.
How long does it take?
About a minute once you've done it once. First go? Allow a couple of minutes. (Tom's record is 37.4 seconds, set on the one trip Will missed.)
How high should it hang?
Before you sit, aim for the straps to sit between waist and chest height. Once you're in, it should sit around chair height. That makes getting in and out easy.
No trees around?
Solid, fixed posts about 3–4 m apart work too. Please don't hang from vehicles, roof racks, railings or anything that could move or bend.
How do I pack it away?
Unclip the hammock and stuff it back into its bag (no need to roll it), then roll up the straps and pop them in too. A couple of minutes, all up.
Is it hard to get in and out of?
Not at all. Sit in the middle like a seat, then swing your legs in. Reverse it to get out.
Using it
Can I sleep in it?
Yes. It's great for a nap outdoors and plenty comfy for a lazy afternoon.
Is it good for kids?
Kids love them. They'll probably need a hand setting it up at first, and always keep an eye on children while they're in it.
Where can I use it?
Anywhere with two healthy trees or solid posts: the backyard, the beach, the bach, camping, hiking or travelling. Please don't hang from vehicles or roof racks.
Will I actually use it?
Most people use it more than they expect. Leave it up on the deck or in the backyard and it's there whenever you want to put your feet up. Some of the best adventures are right at home.
Orders, shipping and returns
Is shipping free?
Yes. Standard shipping is free on every order, worldwide. Express is an optional paid upgrade at checkout. Every order is packed and sent from Auckland, with tracking. Delivery times by region.
How long will delivery take?
New Zealand: 1–3 business days (rural 2–5). Australia: 5–10 business days, or 2–5 with express. Everywhere else: 7–14 business days, or 3–7 with express. These are estimates and can vary with customs and carriers. Shipping & delivery has the details.
Will I pay import duties or taxes?
We don't collect import duties or taxes at checkout. Depending on your destination and the shipping service, import duties, taxes or customs fees may apply when your order arrives. Orders within New Zealand don't have this.
How can I pay?
Visa, Mastercard, American Express, UnionPay, Apple Pay, Google Pay and Shop Pay, all through Shopify's secure checkout. Prices are in NZ dollars.
Can I return or exchange it?
Yes, within 30 days if you change your mind, as long as it's unused and in original condition. You cover the return postage, and we refund the full price you paid for the item or send a different colour instead. How returns work.
Warranty
How does the Lifetime Warranty work?
It covers manufacturing defects in the hammock, straps and carabiners for as long as you have them and we're operating. What's covered and how to claim.
What isn't covered?
Accidents or improper use, normal wear and tear, and sun damage and fading. Lifetime Warranty has the full details.
What if something goes wrong?
Email us your order number and a photo. If it's a manufacturing defect, it's covered by our Lifetime Warranty: we'll repair or replace it, or refund you if we can't do either.
Does it affect my consumer rights?
No. Our Lifetime Warranty is on top of your rights under consumer law, including New Zealand's Consumer Guarantees Act.
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