Terms, Conditions & Shipping

PAYMENT PLANS


We offer payment plans from 2 to 4 instalments for all jewellery over £1,000, including made to order pieces.
- To discuss a payment plan, please send us the below details via email:
1) Number of payments required (2-4)
2) Payments frequency (once a week/2 weeks/3 weeks/month)
3) Design on website / bespoke idea
4) Ring size (if applicable)
5) Shipping address + Telephone number

** Please note that payments can be spread over a maximum of 4 instalments over a period no greater than 5 months. It is important to acknowledge that no jewellery will be released until the balance is settled. If you cancel your order once work has commenced, any payments already made will be sacrificed to recoup costs. **

SHIPPING FEES

  • UK and Ireland Postage: Free UK Shipping on orders over £500 

  • Rest of the World:  £70 Fedex Express.

  • ​Your order will be dispatched in an unbranded external package. The jewellery is packaged in a branded Tide & Trove jewellery box. If you would like a personal message to accompany any gift orders, please contact Daisy directly.

​DELIVERY TIMES

  • If the product is in stock (please see individual product pages) you will receive the product within 1-2 working days within the UK, and 2-5 working days for America, Asia & Europe, 7-14 working days for Australia & New Zealand. 

  • Maximum delivery time is 8 weeks if the item has been made to order, you will be emailed if that is the case.

  • If you have left it a bit late and need something sooner than the delivery time stated, or by a specific date, then just email contact@tideandtrove.com

UK ORDERS

  • Orders are dispatched using Royal Mail’s Special Delivery Guaranteed by 1pm service. All UK orders are fully trackable and fully insured.

  • Parcels will need to be signed for in person, so please state a delivery address where someone will be present to receive it. In the event that nobody is available to receive your item, a card will be left providing you with the option to have the item delivered at a later date or to collect your parcel from your local collection Post Office depot. A tracking number will be supplied via email when your order has been dispatched.

  • If you would prefer to collect your piece directly from our studio, then please contact us at contact@tideandtrove.com

 WORLDWIDE SHIPPING

  • For deliveries to the rest of the world we use FEDEX, which is fully trackable and insured. Any customs charges are the sole responsibility of the customer. A tracking number will be supplied via email when your order has been dispatched.

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RETURN & EXCHANGE POLICY

RETURNS & EXCHANGES

We take great pride in every piece of jewellery created, and want you to be totally satisfied with your pieces from Tide and Trove. We also aim to ensure you have a 100% positive experience working with us. We are very approachable, so if you have any problems or queries at all, please feel free to contact us.

  • We hope you will be thrilled with your jewellery. If for any reason you are not entirely satisfied with your purchase, we are happy to offer an exchange or credit note within 30 days of purchase, in keeping with UK law.

  • Alternatively, we will refund a sale made through this website if it is returned unworn, in perfect condition, and in its original packaging within 7 working days of your receipt of the order. If your order arrives back with us later than 7 working days, we can only offer an exchange or credit note.

  • Purchases exempt from both the refund and exchange policies, are

  • Made to order pieces

  • Commissioned pieces (bespoke)

  • Customised pieces (ie resized rings, custom chain lengths, engraved jewellery etc)

  • Please post back the item in its original packaging and include your contact details. 

WORLDWIDE RETURNS

  • If you are based outside of the UK and would like to return an order, you as the customer are responsible for any customs charges due on the item for it to be returned to the UK. If you have received free shipping (available for all orders over £500) your refund amount will be reduced by £70, to reflect our initial shipping fee.  

  • International customs duties and sales taxes are non-refundable for shipments outside the UK. 

  • Please return via a trackable, insured service. If you would like this to be arranged for you via FEDEX, please contact contact@tideandtrove.com the shipping fee for this is £90 and will be deducted from your refund upon receipt of your order. We recommend this option to ensure your parcel is returned within our 14 day refund policy.


UK RETURNS

  • Please return your order using a trackable, insured service (i.e Royal Mail Special Delivery) To ensure safe arrival. 

    Please note this is not a pre-paid service and you will be responsible for shipping costs.

  • If an item has been purchased with free UK shipping and is then returned for refund, the shipping charge (£10) will be deducted from the refund total. This applies to a refund only, rather than an exchange.

  • In the interests of fraud prevention, your refund will be issued by the same method by which you paid within 7 days of receipt of the return.

CANCELLING AN ORDER

In the unlikely event that you need to cancel your order, please contact us as soon as you can and not later than 48 hours after ordering.  Please ensure that you include all your details - name, address, the date and the item you ordered. Your order will then be cancelled and a full refund given, as long as custom work has not started.

BRAND ETHOS - IMPERFECT BEAUTY

  • Each piece of Tide & Trove jewellery is made by hand. This means each piece is unique and therefore small variations will always occur in the creation process. This can result in small differences from photographs of items in stock. Stone and metal colours may vary slightly and sizes are accurate within reason.

  • Please also be aware that variations in monitor, browser or software calibrations on your browsing device (mobile/computer) may cause variations in the colour of items shown digitally.

​REPAIRS & RECONDITIONING

  • Organic imperfections are part of the essence of the brand however, if you feel your piece has a structural fault, please return it to us for a full inspection. Please note, if the jewellery has been resized or worked on by another jeweller this voids repair warranty.

  • We assess repairs on a case-by-case basis. Due to the nature of handmade jewellery, occasionally a stone may become loose. In this case we will endeavour to re-set it. We are committed to making you a customer happy so please contact us via email as soon as possible if you experience any issues with your purchase.

INSURING YOUR JEWELLERY

  • We highly recommend purchasing jewellery insurance for your fine jewellery; just as you would purchase insurance for other valuable items.

  • Jewellery can be both valuable and sentimental. While we know you do your best to take good care of your jewellery, accidents can still happen. It is important to put safeguards in place so that you can either replace your jewellery, or recover its monetary value.

  • Tide & Trove pieces are made to last, using high quality materials, but gold and diamonds do still need to be treated with care, and can break if misused.

DIAMOND CARE

  • A diamond is one of the hardest materials on the planet, but it's still not indestructible. As a hard material, it is not easily scratched - but a diamond is still vulnerable to chipping and breakage. Some diamonds in the collection are more sensitive than others and need to be worn with extra care. Both baguette cut diamonds and rose cut diamonds can be more vulnerable to breakage if they accidentally received a hard bump or strike against a hard surface. If you chip or break a stone, having jewellery insurance will not just pay for a replacement ring, but it will also cover any needed repair / diamond replacement.