We may change these terms and conditions from time to time without any given notice. Changes will apply to any subsequent orders received. Once your order has been confirmed either online or instore, we will not be able to make changes to the terms that apply to that order.
Prior to placing an order, if you have any queries or concerns, please feel free to email our Customer Service team via email@example.com (Monday to Friday Only)
Colour: We have made every effort to display, as accurately as possible, the colours of our products that appear on the website. However, the colour that you see is dependent upon on your monitor, we cannot guarantee that your monitor will accurately reflect the colour of the product on delivery.
Sizes: In relation to our sizes and dimensions they are approximate, though we try to ensure they are as accurate as possible. As many of our products are hand-made, they me be 2cm larger or smaller than our dimensions on the website. It is up to the customer to measure and compare dimensions prior to purchasing.
We will take all reasonable efforts to ensure that all details, descriptions and prices of products are correct at all times.
We reserve the right to refuse orders where product information has been miss-published at our discretion.
Any items ordered will remain our property until we have received full payment. This applies to online, instore and finance customers.
Purchase of Products
When you place an order, either online or instore, we will send you confirmation of your order via email.
Once you have received your order confirmation email you will not be able to make any amendments to that order.
We have the right to refuse an order, which may result from the following:
- The product ordered being out of stock or discontinued.
- Our inability to receive authorised payment.
- Not being able to deliver to you.
- If we suspect any fraudulent activity.
If there are any issues surrounding your order, we will contact you. We will take all measures necessary to keep the details of your order and payment secure. Prices are subject to change without any due notice.
Goods are subject to availability. As there is a delay between the time when the order is placed and acceptance of your order, the stock availability relating to your items may vary. If an item becomes out of stock, we will notify and reimburse you, if you do not wish to wait.
We update our website and its content on a regular basis. On occasion our stores may run special local promotions (not available on our website) or vice versa.
We use a variety of delivery methods which is dependant the Product you order, smaller items are generally delivered by our courier companies and larger items by our two-man delivery team. Please read our Delivery Guide.
Deliveries must be made to the address given at the time of ordering or you can choose the option to collect from one of our showrooms at no. 8 or 18 High Street, Brentwood, Essex, CM14 4AB These options are available at the time of ordering. You can choose either “delivery” or “collection”
When we have accepted your order, we aim to deliver your goods by the approximate delivery date we have stated on the website or confirmation email. If you need an item quickly, please contact us at firstname.lastname@example.org as we do not hold stock of all items and we will be able to give you an approximate delivery date. If we do not specify a delivery date we will deliver within a reasonable time from the date of confirmation, allow.
Please note if you live in a flat or have a difficult access, there may be an additional charge added to your delivery.
It is you, the customers responsibility to measure all doorways, staircases, lifts, corridors etc. that the item to be delivered will need to pass through. You must also check the measurements of the product, allowing 2-3 cm extra, will fit into the space you have chosen for it. Remember to check any tricky turns and include space for manoeuvring. Should there be a problem when we try to deliver and the item does not fit, we will give you the option to leave your item at a convenient place at your property or if you want to return it, you will be charged the full delivery fee and up to 25% of the total value of the item as a restocking fee. (we cannot refund bespoke items, made for you)
We will NOT be held responsible for any damage to your property or to goods being delivered beyond the threshold to your property. This decision is FINAL. Therefore it is so important to prepare before delivery.
There must be an adult at the property available to take the delivery, whether you or another adult given the responsibility by you to accept the delivery, much check for any faults or damage to your item/s and once they are happy, will be required to sign the delivery note. If you do notice any defects or damage to your item/s, this must be reported immediately to the driver and by calling 01277 231799 to our customer services department, where we will do our best to resolve the issue. Once items have been unpacked and assembled, they will be deemed as used and will therefore become non-returnable.
Our delivery vehicles are not small, so if you think there may be an issue with access for our lorries, then you must inform us of this before delivery and we may need to gain more information from you to plan a successful delivery. Also, if there are any parking restrictions that require a permit or any problems with parking i.e. we are unable to delivery your lovely items or get a parking ticket, this will be a chargeable cost to you the customer. We must be informed before delivery if you do not have a ground floor access i.e. Flat or apartment.
Once a delivery date and time slot has been agreed with you, should you later need to cancel and re-schedule your delivery for whatever reason, you must inform us by 11am the (business) day before your delivery is due. Should you fail to cancel the delivery by 11am on the business day before your delivery is planned, we reserve the right to charge a second delivery fee to re-schedule your delivery. Should you then for whatever reason choose to cancel your order, we will refund you for the goods (excluding your original delivery charge).
We can only deliver to the property address given at the time of placing your order. If you require us to leave your goods with a neighbour, we will need this in writing. Stating the name and address details of the neighbour taking the delivery.
Incorrect personal details may lead to problems or delays in your delivery, so before ordering please ensure all details are correct, including:
- Accurate postcode of the delivery address
- Daytime contact number(s)
- Valid email address
Alternatively, you can collect direct from our store. If you choose this option, please note that we require a minimum of 24 hours’ notice. Prior to collection, we will contact you in the form of an email or telephone confirmation, to inform you that your item has arrived in store and is ready for collection. We will not be held responsible if no notice has been given and upon your arrival and your item isn’t available.
You can then collect your order at any time during the day, according to the store opening hours. For details, please see our store opening times.
If you do not collect within 48 hours of the confirmed date, due to lack of storage, the item will be returned to our warehouse and you will incur a 5% restocking fee.
When you come to collect your item please have proof of purchase and your ID. If you send someone to collect on your behalf, you will need to inform us by email, and they must bring proof of purchase and their ID with them.
Price and Payment Options
The prices shown on our website include any VAT (or similar sales tax) at the current rate for which we are responsible as a seller.
The amount you pay will be the price indicated, plus any additional delivery charges. The delivery charges will depend on the delivery option you choose and will be indicated during the checkout process. (Please see our UK Delivery Options for more information)
We may change the advertised price of a product at any time, to include discounts or special promotional offers. The price you pay will be the price in force at the time the order was placed. We try to ensure prices shown on the website are correct at all times and in conjunction with the prices in our store.
Should such pricing error arise we will inform you if a product’s correct price is higher or lower than stated on your order, and you shall choose whether to go through with the order or cancel it.
We accept Mastercard, Visa, Switch, Maestro, Paypal, Klarna, Bank Transfer or Cash in Hand (instore only). We do not however, accept American Express or Cheques.
Please see www.paypal.com or www.klarna.com for information on online payments.
For information on finance options, please see our ‘Finance Customers’ section below.
When shopping with us we want to give you the peace of mind of knowing you are getting the best value for money.
In the unlikely event that you find the same product cheaper elsewhere online we can offer price matching.
However, we only offer price matching under the following conditions:
- The item must be publicly available for purchase on a UK based website.
- This company must have a physical showroom as well as an online store.
- The item must be “like-for-like”
- The item must be in stock and available for delivery.
- We cannot price match against Ebay or Amazon, or any other online marketplaces.
Please ensure you have read and understood the terms given above before approaching us with a price match query.
Returns and Exchanges
We endeavour to provide the best customer service possible. Should an issue arise, we will make every effort to resolve the issue.
For your convenience, customers in the UK are able to return and item in store. Please ensure that you take your invoice or any additional proof of purchase. You will also require the card that was used to purchase the item. If you are not the cardholder for the item or order, they will need to be present at the time of return to store to accept the credit note. Please note we do not give refunds in store, only exchanges or credit notes. We also offer no returns on sale items, so you will not be refunded or credited.
We encourage customers to check all items prior to leaving the store, any damages or imperfections noticed after leaving will not be deemed as the responsibility of Tides Home and Garden.
In addition to our returns policy, if you have placed an order online, you have the right to cancel your order with us within 14 days of receiving the item. This right does not apply to items that have been made to the customers specification. You must confirm your wish to cancel in writing via email within 14 calendar days. Your order will not be considered cancelled until the confirmation in writing has been received.
You must take reasonable care of goods and not use them. It is your responsibility to return unwanted items back to us. You must return the items to us by post at your own cost and no later than 14 days after you sent us the cancellation confirmation email. If you are returning goods back to us we will not be responsible for potential loss or damage in transit. If the item becomes lost or damaged in transit we will not refund you. It is your responsibility to make sure your items are fully insured before returning. Once we have received your returned item, we will check for damages, then we will refund you the price paid for the items but not the delivery charge. You will be refunded to your original method of payment as soon as possible, but in any given case we have up to 14 calendar days, of receiving your goods, to refund you.
Please note we do not accept returns on sale items. Once a sale item has been dispatched it will be deemed non-returnable. It is up to you as the customer to inform us of cancelling your order prior to dispatch where sale goods are concerned.
Products cannot be returned to us because they are unsuitable after the fourteen-day cooling off period referred to above unless we agree, or they are faulty. If we agree that a Product may be returned, it must be returned in perfect re-saleable condition and in the original packaging and may also be subject to a re-stocking fee. All returned products will be thoroughly QC checked by our staff to ensure that faults reported match faults visible. Our decision on this is final. Such fees will not be payable if the Product is faulty
If you believe an item is faulty, please contact us as soon as the fault has been spotted.
We ask that you contact us via email to: email@example.com with the following information:
- Full Name and Address
- Invoice number
- Date of Delivery
- Photographic evidence of the fault.
Where possible we will arrange for the fault to be repaired or replaced. If the fault cannot be repaired or replaced, we will remove the item and issue you with a refund.
Tides Home and Garden.
8 High Street, Brentwood, Essex, CM14 4AB