Shipping and Refunds
All orders are processed within 3 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
Once your order ships, you’ll receive a confirmation email with a tracking link. Please allow 24–48 hours for the tracking to update.
If your order hasn’t arrived within the expected time:
1. Check your tracking link.
2. Contact the carrier first.
3. If unresolved, email us at hi@tidephase.com.au and we’ll do our best to help.
Delivery Time and Cost
Australia:
Standard: 3–6 business days — Free on orders over $99
Express: 1–3 business days — Flat rate: $10 AUD
New Zealand:
Standard: 7–10 business days — Flat rate: $15 AUD
International:
Select countries available — shipping times and costs calculated at checkout.
Warranty Policy
What’s covered
- Significant discoloration of PVD-coated materials
- Broken chains or clasps (under normal wear)
- Manufacturing defects (e.g., engraving errors, loose settings)
What’s not covered
- General wear and tear, scratches, or misuse
- Loss or theft
- Tarnishing caused by chemicals or improper care
- Water damage to non-jewellery items (e.g., pouch, card)
How to claim
Email hi@tidephase.com.au with:
- Your order number
- Photos of the issue
- A short description
If approved, we’ll repair, replace, or refund the item at our discretion.
Refunds Policy
1. Returns eligibility
We accept returns within 30 days of delivery for:
- Change of mind (unused, in original packaging)
- Faulty or damaged items
To be eligible, items must:
- Be unworn and in original condition
- Include all original packaging (box, pouch, cards, etc.)
- Be accompanied by proof of purchase
2. Non-returnable items
- Gift cards
- Custom or engraved items (unless faulty)
3. Faulty or incorrect items
If your item arrives damaged or incorrect, please contact us within 7 days with a photo and your order number. We’ll make it right either by refund, replacement, or repair.
4. Refunds
Once we receive and inspect the returned item, we’ll notify you. Approved refunds are issued to your original payment method within 3–7 business days.
5. Return shipping
- Change of mind: Customer pays return shipping.
- Faulty/incorrect items: We’ll cover return shipping.
6. How to return
Email us at hi@tidephase.com.au with your order number and reason for return. We’ll guide you from there.
Terms and Conditions
1. Use of website
- This website and its content are owned by TidePhase.
- You agree not to misuse, copy, or reproduce content without permission.
- Prices are listed in AUD and may change without notice.
2. Product information
We do our best to describe and photograph products accurately. However:
- Colours may vary slightly due to screen settings.
- As each piece is crafted with care, minor variations in finish or engraving may occur.
3. Order acceptance
- We reserve the right to accept or decline any order.
- If an order cannot be fulfilled, we will notify you and issue a full refund.
4. Payment
- All payments are processed securely via Shopify Payments, PayPal, or Afterpay.
- You must provide accurate billing and contact details at checkout.
5. Shipping
- Please refer to our Shipping Policy for full details.
- TidePhase is not liable for delays once an item has been shipped.
6. Returns & Warranty
- Returns and warranty claims are covered under our Returns Policy and Warranty Policy.
7. Intellectual property
- All content on this site (logo, product names, photography, designs) is the intellectual property of TidePhase.
- You may not reproduce, distribute, or use our content without express permission.
8. Limitation of liability
TidePhase is not liable for:
- Any indirect loss or damage arising from the use of our site or products
- Delays or failures caused by external factors (e.g., weather, customs, or couriers)
9. Governing law
These terms are governed by the laws of Queensland, Australia.
10. Contact us
For any questions, reach us at: hi@tidephase.com.au
