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Important Checks BEFORE Ordering

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.

ADEQUATE FLOOR PROTECTION  
Please ensure you have placed adequate covering to protect your lovely flooring or carpets. Due to health and Safety the delivery team cannot remove any clothing or footwear.
BREAKABLE OBJECTS
Knocks and falls sometimes happen so it's always best to remove anything that might break, or get damaged along the delivery pathway before the team arrives.
ACCESS IN PROPERTY
There is nothing worse than having your products delivered just to find it doesn't fit in or around your home.  Always look out for twisty passages, low doorways and dog-leg stairs. You also need to make sure our delivery van can make it close enough to your home. Please speak to us beforehand if you're not sure. If we can't deliver to your requested room we will either leave the furniture at a place convenient to you, or we will take it away (lost delivery fees and restocking fees may apply). Should our logistics team feel that there is a danger to your property and equally to them in delivering large items upstairs, they may refuse to do so. 
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.
PARKING
If your property has parking restrictions, it’s very important that you let us know in advance so we can plan. If a parking permit is required, you must arrange this. Any problems with parking availability which result in a failed delivery or parking ticket, will be chargeable to the customer.
FAILED DELIVERIES
Failed deliveries unfortunately come with a cost. With route planning, vehicle space allocation, drivers road time, there are costs which we cannot claw back. If you need to make changes to your delivery date, please give us plenty of notice so we can avoid lost fees. A minimum of 24 hours notice is required to cancel or re-schedule a delivery to avoid incurring extra fees.

***PLEASE ENSURE TO CHECK YOUR ITEMS BEFORE ACCEPTING DELIVERY** 
​​​​​​​[2 man delivery] Once your item(s) arrive, you have must to check your item(s).  As soon as you have signed for your item(s) you have accepted the condition they have arrived to you. Therefore, we cannot accept any returns/exchanges if reported damaged/imperfect. So please ensure to allow time to check your purchase.


 

Collecting From Us

You can collect your goods directly from our store. Please be sure to bring photographic ID with you (drivers license/passport) and a copy of your order confirmation/invoice. This is essential for us to release the goods.

You can also send your own arranged transportation company to collect from us. When doing this, we need an email in advance from you confirming the name of the company who will be collecting. We also require that this is booked in with us (either by you, or your delivery company) so we can be prepared for the collection. We will then take a signature from the driver on collection. Whether it’s yourself or someone on your behalf, please understand that no claims can be made for damaged goods once the collection note has been signed.
 


Returns/Cancellations

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. 

Larger items and Mirrors/Artwork 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 store, so that the product arrives back in a resalable condition.

We will not accept returns without the original packaging.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days, minus any delivery costs incurred in returning the item.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If within the allotted time period and boxed up in its original packaging, we will organise the return at the most competitive cost available for the item.