TIDE & TROVE LTD
Terms and Conditions of Sale
1. These terms may have changed since you last reviewed them
The terms were last updated on 07 November 2025.
2. Information About Us and Our Jewellery
You can find everything you need to know about us — Tide & Trove Ltd — and our jewellery (referred to collectively as our “pieces”, “Jewels” and “designs”) on our website, tideandtrove.com, before placing an order.
Our pieces are crafted with great care using solid gold and hand selected diamonds. Due to the small batch process of making our jewellery, there will be slight variations in the finished piece. In ordering a piece from us, you accept this.
Our pieces fall into three categories:
(a) Ready-to-wear pieces – These are original designs created by Tide & Trove and are available for immediate purchase without the need for customisation or alteration (beyond standard adjustments).
(b) Custom pieces – These are variations of option a (above) and are made to your chosen specifications, such as ring size or engraving. This includes ready-to-wear pieces made to order in your size, or non-specialised pieces that have been personalised or altered at your request in a way that makes them unsuitable for resale (for example, resizing beyond standard sizes, different gemstones choices, or engraving).
(c) Bespoke pieces – These are unique designs created exclusively for you through our bespoke process. This involves two design stages: an initial consultation and a design service (covering design development, sourcing, and planning).
Different rights apply depending on which category your piece falls into. When a particular clause applies only to certain types, this will be made clear.
After placing your order, we will confirm all key details in writing via email.
3. When You Purchase from Us
When you purchase from Tide & Trove, you agree to the following:
We only accept orders once they’ve been reviewed and approved.
Occasionally, we may need to decline an order.
Payment is taken when you place your order.
Late payments may incur interest.
VAT adjustments may apply if rates change.
We are not liable for delays beyond our control.
Pieces may vary slightly from images shown online.
You are responsible for ensuring your measurements are accurate.
You have rights if something is faulty.
We may update our pieces or these terms from time to time.
We may temporarily pause production if required (your rights are protected if we do).
We may withdraw pieces from sale.
We may end our contract with you under certain conditions.
We are not responsible for all types of loss or damage.
We use your personal data according to our Privacy Policy.
You have several options for resolving disputes with us.
Other important contractual terms apply.
4. Order Acceptance
We’ll contact you to confirm we’ve received your order, and again (usually within three working days) to confirm acceptance.
5. Order Rejection
Occasionally, we may need to decline an order. This may happen if a piece is unavailable, if you’re outside our delivery regions, if your request isn’t feasible, if we’ve previously had a dispute, or if we believe the purchase may be made for reasons detrimental to the business. We’ll inform you as soon as possible and refund any payment already made.
6. Payment and Pricing
6.1 Payment for all pieces (and delivery charges, where applicable) is due in advance. We accept Visa, Visa Debit, Mastercard, American Express, Maestro, and PayPal and Kalrna.
6.2 For custom and true bespoke pieces, we may request a deposit or staged payments, as explained during the order process. Full payment must be received before dispatch. Delays in payment may result in production or delivery delays, for which we cannot be held responsible.
6.3 You will own your piece only once full payment has been received.
6.4 For all ready-to-wear and non-specialised pieces, prices are displayed on our website before you order.
6.5 For custom pieces, pricing depends on your chosen options. The total cost will be shown in your basket prior to checkout.
6.6 For true bespoke pieces, you’ll receive a quotation following your consultation. This quotation includes the design fee (if applicable) and the cost of the piece itself. Consultations can be booked online and are charged at £200 for a 40-minute video or phone appointment. Quotations remain valid for seven days from issue. Once accepted, the design services and bespoke piece payments are made through a dedicated link on our bespoke page.
7. Delivery & Shipping
7.1 UK Delivery
We offer complimentary insured delivery on all UK orders over £700. For orders below this amount, postage costs will be shown at checkout.
All parcels are shipped fully insured and require a signature upon delivery. We use trusted couriers to ensure your piece arrives safely.
7.2 International Delivery
International orders are sent via DHL Express, insured in transit. Any applicable taxes, customs duties, or import fees are the responsibility of the recipient. These must be paid directly to DHL or your local customs authority before your parcel can be delivered.
We regret that we cannot accept or refund parcels returned to us due to unpaid customs charges or import duties. We also cannot issue refunds, replacements, or credit notes in such cases.
7.3 Estimated Dispatch Times
Ready-to-wear and non-specialised pieces are usually dispatched within 3–5 working days.
Custom and true bespoke pieces are made to order and may take up to 14 weeks, depending on the design. We’ll confirm an estimated completion date when your order is placed.
7.4 Delivery Delays
If there is an unforeseen delay, we will inform you as soon as possible. Tide & Trove cannot be held responsible for delays outside our control, such as courier issues, customs processing, or weather-related disruption.
8. VAT and Taxes
Orders delivered within the UK include VAT.
If the rate of VAT changes between your order date and delivery, the VAT you pay will be adjusted accordingly, unless you’ve already paid in full before the new rate takes effect.
For international orders, VAT is not charged at checkout, but local duties and import taxes may apply. These costs are payable by the recipient and are not refundable by Tide & Trove.
9. Delays Beyond Our Control
If delivery or production of your piece is delayed due to an event outside our control — such as courier strikes, customs delays, energy shortages, war, or extreme weather — we will let you know as soon as we can and take reasonable steps to minimise the delay.
If the delay is likely to be more than 60 days for a ready-to-wear or non-specialised piece, you may contact us at contact@tideandtrove.com or call 07427 318 655 to cancel your order. We’ll refund any payments for pieces you’ve not received, less any reasonable costs already incurred.
10. Variations and Representation of Pieces
Please note that colours, textures, and proportions may appear differently on various screens or devices. Product photography is carefully produced to represent our pieces accurately, but slight variations may occur.
Measurements, carat weights, and dimensions are approximate and may vary by up to 2%.
Packaging may differ slightly from the images shown on our website, depending on availability.
11. Measurements and Care
If we create or resize a piece based on your supplied measurements, you are responsible for ensuring those measurements are correct. Rings resized, engraved, or otherwise altered for you become custom pieces (and therefore non-refundable).
If sizing information provided is unclear or inconsistent, we may need to reject or delay your order.
You are responsible for caring for your jewellery. Pieces containing gemstones and delicate details (such as granulation) must be handled carefully. Damage caused by improper care or cleaning will not be considered a fault.
Whilst our pieces are made with durability in mind, nothing is indestructible and accidents happen.We strongly recommend that ALL jewellery is insured upon receipt. Loss, theft, accidental damage, loss of gemstones or elements are not the responsibility of Tide and Trove ltd.
12. Custom and True Bespoke Pieces
12.1 Delivery Times
Due to the detailed nature of the design and making process, bespoke and custom pieces typically take up to 10 -14 weeks to complete after payment is received, though we will always aim to deliver sooner where possible.
12.2 Risk During Creation
If, during the making of your piece, any component such as a gemstone becomes damaged, we will offer a replacement of equal or greater value (subject to your agreement), store credit, or a refund for that element.
12.3 Use of Customer-Supplied Materials
If, following inspection, we agree to use materials you provide, this is done entirely at your own risk. While we will take every reasonable precaution, Tide & Trove cannot accept responsibility if your material is damaged or lost during production. In such cases, any refund offered would cover our services only, not the value of the supplied material.
13. Changing Your Mind (Returns & Refunds)
Please note: Due to their personalised nature, custom, made-to-order, and bespoke pieces — including resizing, engraving, or other alterations — cannot be returned or refunded.
13.1 Your Legal Right to Change Your Mind
For ready-to-wear and non-specialised pieces (and consultation or design service elements where applicable), you have a legal right to cancel and receive a refund, including standard delivery costs.
13.2 When You Cannot Change Your Mind
You cannot cancel orders for:
Consultation services once completed. Any services already delivered must be paid for.
Design services once completed. Any services already delivered must be paid for.
Custom or bespoke pieces (including resizing, engraving, or any personalisation).
Pieces that have been inseparably combined with other items.
pieces made to order
13.3 Timeframe for Cancellation
You must inform us within 7 days:
From the day we deliver a ready-to-wear or non-specialised piece.
or 48 hours:
From the day we confirm acceptance of your order for consultation or design services.
13.4 How to Let Us Know
Please contact us at contact@tideandtrove.com if you wish to cancel.
13.5 Returning Ready-to-Wear and Non-Specialised Pieces
Returns are at your cost. UK returns should be sent via Royal Mail or DHL with tracking. International returns must use DHL Express with a return label requested from us. Keep proof of posting. We cannot refund items not received.
13.6 Refund of Delivery Costs
We refund only standard UK delivery charges. Express delivery, international shipping, customs, and taxes are non-refundable.
13.7 Services Already Received
If you cancel a consultation or design service that has already been partially delivered, we will charge for the work completed.
13.8 Condition of Returned Pieces
Ready-to-wear and non-specialised pieces must be unworn and returned with all packaging, protective materials, and tags intact. We may reduce or refuse refunds for items showing signs of use or damage.
13.9 Timing and Method of Refunds
Refunds will be issued within 14 days of receiving your returned item or proof of posting. We refund via the original payment method, with no fees deducted.
14. Faulty Pieces and Repairs
14.1 Reporting a Fault
If you believe your piece is faulty, contact us at contact@tideandtrove.com. We will investigate and, if we are at fault, offer a replacement or refund. The faulty piece must be returned to us before we process any exchange or refund.
14.2 Contribution to Damage
If the fault arises from misuse, improper care, or handling contrary to our guidance, your refund may be reduced or refused.
14.3 International Returns and Duties
For returns from outside the UK, any import taxes or duties incurred due to shipping will be deducted from your refund. Ensure customs forms clearly indicate a UK RETURN to avoid additional charges.
15. Changes to Pieces and These Terms
We may make changes to a piece or these terms to:
Reflect changes in laws or regulations.
Implement minor technical improvements that do not affect the piece’s use.
16. Suspension of Custom or True Bespoke Production
16.1 When We May Suspend Production
Tide & Trove may temporarily pause the making of your custom or true bespoke piece to:
Resolve technical or production issues.
Implement minor technical changes.
Reflect changes in laws or regulations.
Make adjustments to the piece in line with Section 15.
16.2 Notification and Your Rights
We will notify you in advance if possible. If production is paused for more than 14 days, you may contact us at contact@tideandtrove.com to cancel your order. We will refund any payments made for pieces you will not receive. Any price adjustments due to changes will also be communicated.
17. Ending the Contract
We may end our contract with you and claim any sums owed if:
Payment is overdue and remains unpaid 7 days after a reminder.
You fail to provide information, access, or cooperation we reasonably need (e.g., delivery address or sizing details).
For true bespoke pieces:
You choose not to proceed after the consultation or quotation.
You do not complete your purchase within three weeks of completing the design service.
You do not complete payment within 60 days of the piece being made available.
18. Limitation of Liability
Tide & Trove is responsible for losses caused by our breach of contract except where the loss is:
Unexpected – unforeseeable at the time of your order.
Caused by events outside our control, such as delays described in Section 9.
Avoidable – losses you could have mitigated by following our guidance.
Business losses – related to trade, business, or professional use of a piece.
We are not liable for indirect or consequential losses arising from the use of our pieces.
19. Personal Data
We handle your personal information in line with our GDPR, available at tideandtrove.com/privacy.
20. Resolving Disputes
20.1 Complaints Policy
We aim to resolve any concerns promptly. Contact us at contact@tideandtrove.com if you have any issues.
20.3 Legal Action
These terms are governed by English law. You may bring claims in English courts regardless of where you live.
21. Other Important Terms
21.1 Transfer of Contract
We may transfer our contract to another organisation, ensuring your rights remain unaffected. We will notify you in writing if this occurs.
21.2 Your Ability to Transfer
You may transfer your contract to another party only with our consent. Custom and bespoke pieces are generally non-transferable.
21.3 No Third-Party Rights
This contract is solely between you and Tide & Trove Ltd. No other person has rights under it.
21.4 Partial Invalidity
If any part of this contract is deemed unlawful or unenforceable, the remainder remains valid.
21.5 Delayed Enforcement
If we do not immediately enforce any term (such as payment), it does not prevent us from enforcing it later.