Return and Refund Policy

I hope you love your new jewellery! However, if you are not completely satisfied, please see the return and refund policy below. 

Cancellations

If you wish to cancel an order please contact me as soon as possible. Please note I can only cancel orders that have not yet been dispatched. Orders already dispatched will need to be returned within 14 days for a refund with the postage to be paid for by the buyer. 

Custom or personalised orders cannot be cancelled once production has started. 

Returns

If you would like to return an item, please notify us at info@theglasstide.com within 14 days of receiving your order.

To be eligible for a return, your item must be

  • unworn, unused, and in its original packaging
  • in the same condition that you received it

Please note, buyers are responsible for return postage. We recommend using a tracked postal service for returns, as we are not responsible for items lost in return transit.

Custom-made orders are lovingly created just for you and are non-refundable and non-returnable. Items are considered custom when made according to your specific requests, such as design changes, custom sizing, or personalised details. 

Refunds and Exchanges

We will notify you once we’ve received and inspected your return, and let you know if the refund is approved. If approved, you’ll be refunded back to your original payment method within 5-7 business days. 

We do not offer exchanges. If you would like a different item, please return your original item for a refund and place a new order.

Damages, Faults and Issues

Please inspect your order upon arrival and contact us as soon as possible if the item is defective, damaged, or incorrect.

To report an issue, please e-mail us at info@theglasstide.com with:

  • Your order number 
  • A description of the issue
  • Clear photographs of the fault/damage

We may offer a repair, replacement, or refund where appropriate. 

Please note, items damaged due to misuse, improper care, or normal wear and tear are not eligible for repair, refund or replacement.

 

Please note: This policy does not affect your statutory rights under consumer law.