Shipping and Refunds Policy

Shipping Policy

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.

NOTE: We are not responsible for shipping carrier delays.

Warranty Policy

What’s covered

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

Is it free shipping?

Yes. We offer free shipping on Australian orders over $99. International orders incur a shipping fee, which is calculated at checkout.

How long does it take to receive my order?

Orders will be processed within 1-2 business days (Monday to Friday, excluding holidays). If your order contains any pre-order items, we will notify you when these have been sent.

How will my order be shipped?

Your order will be shipped by one of these courier services, depending on your shipping address:
Worldwide: FedEx, DHL
China: DHL, SF Express
Hong Kong SAR: Local Express Courier, SF Express
Macau SAR: SF Express
Japan: FedEx, Sagawa, Yamato
Korea: FedEx, Lotte
Singapore: FedEx, Crane

What are your shipping costs?

Our shipping costs differ depending on where the order is shipping to and how fast it’s getting there.

Our shipping costs differ depending on where the order is shipping to and how fast it’s getting there. You can check out our
delivery options table.

My order has already been shipped but I need to update the address. What should I do?

Please contact us as soon as possible if you need to change your address.

Please contact us as soon as possible if you need to change your address. Keep in mind that a rerouting fee may be charged by the courier to change your address.

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