Due to the nature of external contract Delivery, additional Delivery charges are outside our control and the Company will not be held responsible for such costs. By agreeing to the terms and conditions you are also agreeing to accept additional Delivery charges should your postcode/area necessitate these. We offer a one man door to door delivery, if an extra man is required, this must be arranged beforehand at an agreed extra cost to the customer. Tides Home & Garden cannot be held responsible for any damage to customers property if asked to assist with any Items taken into property. You are also agreeing to be bound by all terms and conditions that delivery companies which are associated with us abide by. These can be obtained by the companies own individual websites. Any times or dates stated on our website or confirmation emails regarding Delivery are estimates only. Tides Home & Garden endeavours to deliver within 28 days, (once item is in stock) but does not accept liability for any failure to deliver within that time. It is the responsibility of the customer to make sure they take measurements of all items and that they can fit into property Tides Home & Garden cannot accept responsibility for goods that do not fit through doors. Orders received on Saturdays, Sundays or public holidays and Orders received after 1pm on weekdays, will be processed the next working day. We do not normally deliver on Saturdays, Sundays or public holidays. Whilst we agree to use all reasonable endeavours to ensure that Delivery is made around the Delivery time advertised, you will acknowledge that actual Delivery is often via third party suppliers and carriers and can therefore be beyond our control. Incorrect personal details may lead to problems or delays in Delivery, so before placing your Order, please ensure that you have included the full address details, including accurate postcode of the Delivery address and your daytime contact telephone numbers and e-mail address so we can notify you in the event of a Delivery problem.
When the Delivery arrives Delivery will be deemed as successfully made once the Product has arrived at the address specified. Signatures are usually required as proofs of delivery but confirmation procedures are ultimately decided by third party organisations. Products may be left at the Delivery address without the Recipient's permission except where third party suppliers require signed confirmation or the Recipient has expressly requested Products not be delivered in their absence. All goods must be signed for by an adult aged 18 years or more. Products will be deemed your responsibility once they have been received by you, your agent or the intended recipient. Any loss or damage to the Products shall then be at your own risk.
As a respected and honest company, Tides remain in line with health and safety requirements - and due to the prevailing culture of litigation we have to point out that we will not be held responsible for any damage to goods and/or property as a result of deliveries beyond the threshold of your property. Please note that items delivered via a staircase and/or upstairs are carried out at the property owners own risk. We hope you understand why we have to state this.
In case of Delivery to certain locations such as hospitals, airports, hotels, ships and other business premises, the signature of any person authorised to accept Delivery on behalf of the organisation shall be accepted as proof of Delivery.
Should Delivery be refused at the Delivery address, and re-requested for another date, we may charge for the second Delivery, since we met our Delivery obligations with the initial Delivery attempt. It is the Recipient's responsibility to sign for the correct number of packages as shown on the carrier's Delivery consignment note. Shortages must be noted on the consignment note where possible. You should notify us of the shortages within 10 days of Delivery. If boxes look damaged on Delivery we recommend the contents are inspected before accepting and signing the Delivery note.
Cancellations and Returns
We endeavour to provide the best Customer Service possible. Should anything go wrong, we will make every effort to resolve the issue. However, should the problem be unsolvable, or you prefer to amend or Cancel your Order, please email us.
You may cancel your Order within 14 calendar days from the date of making the Order for any reason. If you cancel your Order via telephone your Order will be put on hold. You must confirm your wish to cancel the Order in writing via email within 14 calendar days. Your Order will not be considered Cancelled until notification in writing is received.
For items we have had to order in for collection or delivery. If you decide you no longer want items after they have arrived in store you will be liable for a 20% stocking fee deducted from the item total.
Returned items that were delivered or need collecting, the customer is liable for all delivery charges which will be deducted from the amount.
We regret we cannot accept cancellations or returns/refunds on orders that are made specifically for you or on sale items. This includes bespoke and upholstered items, wardrobes made to your specification and mattresses made to order. We are happy to amend your order during the first 14 days after the order has been placed. After this time, and when your product is in production, we cannot accept cancellation.
All items for returning must be unused and in their original packaging. We will not be able to accept any return without these requirements being met.
All damages on smaller items sent by APC Couriers must be notified to us within 72 hours of being received and signed for. We will not accept returns without the original packaging.
All damages on larger items and Mirrors must be checked and signed for before the furniture courier leaves your property. Once they have been signed for and left in your care, damages will unfortunately not be accepted.
The parcel and its contents are your responsibility until they are received back to us, therefore we recommend you use a registered, insured postal service and retain proof of postage. We are not responsible for returned goods being lost or damaged in transit. Please ensure the product is packaged in it's original packaging to avoid any damage during transport back to our warehouse, so that the product arrives back in a resalable condition.
We will not accept returns without the original packaging.
Local or National Delivery?
Before placing your order, please select if local or national delivery. Our local delivery is any address up to 25 Miles away from our Brentwood or Loughton Shops If you are unsure whether to select local or national delivery at the checkout, call us on 01277 231799.
If you select local delivery and afterwards discover that you should have selected national delivery, we will let you know the difference in charges, if you are happy with that, then we will go ahead with the order.
Local Delivery to Central London
Local deliveries of large items to postcodes to the congestion charged Cental London will incur the congestion charge fee on the day of delivery.
Measuring Furniture: It is your responsibility to measure accurately all doorways, ceiling heights and staircases. For your convenience we provide clear and approximate sizes of all our furniture on our website. Many of our furniture is handmade and therefore measurements may vary by 1-2cm. If you are in ANY doubt about whether an item will fit in to your room then please call our customer services team on 01277 231799, we are here to help.
Your Delivery Date:
After your order has been received, a member of our customer services team will either email or telephone you and advise you with a guide as to the number of days/weeks we expect the item to be received, quality controlled and then delivered! If the items are in stock we will do our best to get it your destination within 3-21 days. As your delivery date approaches, and our quality control has taken place, a member of our logistics team will then contact you again by phone/email to firm up the exact time and date. Please note that we will deliver ALL your items in one delivery (when they are ALL in stock). Part-shipment costing is also available upon request.