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.
***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.
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.