Everything you need to know about the product and billing.
Order
Can I change my shipping address after placing an order?
If your order has not yet shipped, we may be able to update your shipping address. Please contact us immediately with the correct information. Once an order has shipped, changes to the delivery address cannot be made.
Can I add items to an existing order?
Once an order has been placed, we are unable to add additional items to it. However, you can place a separate order and we will try to ship them together if possible.
How do I cancel my order?
If your order hasn’t been processed or shipped, you can request a cancellation by contacting us. Once your order has shipped, it can no longer be canceled, but you may follow our return/exchange process after receiving your order.
What happens if my order has been delayed?
Delays may occur due to holidays, sales, or unforeseen circumstances with the shipping carrier. If your order is delayed, please use the tracking information provided to stay updated. If it's been significantly delayed, feel free to contact us and we’ll assist in resolving the issue.
I received the wrong item in my order. What should I do?
We're sorry for the mix-up! Please contact us immediately with details of the incorrect item, and we will arrange to send you the correct piece as soon as possible, along with a return label for the wrong item.
Why does it take longer to receive my order during sales or holidays?
During busy times like holiday seasons, sales, or new collection launches, we receive a higher volume of orders, which can extend our typical processing times. Rest assured, we are working hard to craft and deliver your jewelry with the same care and quality, even during peak periods.
shipping
When do I receive my order?
Our handcrafted jewelry typically ships within 1-3 business days, with delivery via USPS First Class within 4-7 days for domestic orders. Please note, during peak times such as holidays, sales events, or new collection launches, processing times may extend to 7 business days. International orders usually ship via UPS and take 2-10 business days for delivery. Once your order ships, you'll receive tracking information to follow its progress.
How can I track my order?
Every order includes tracking information, which is provided via email once your order has been processed and accepted by USPS or UPS. You can use the tracking number to follow your package's journey and estimated delivery time.
What happens if my order is lost or damaged during shipping?
If your package is lost in transit, please file a claim with USPS or UPS and provide us with the claim number. Once we receive the claim number, we can reship your order. For damaged packages, send us pictures of the unopened and damaged package right away, and we will determine whether a replacement or refund is necessary.
Do you offer expedited shipping?
Yes, we do! If you need your order sooner, we offer expedited shipping options at an additional cost. Please contact us prior to placing your order or as soon as possible after for expedited options.
Do you ship internationally?
Yes, we ship to almost all countries. Please note that international buyers are responsible for any VAT, duties, or customs fees, which vary by country. International shipping times also vary, typically ranging from 2 to 10 business days depending on the location.
Can other info be added to an invoice?
At the moment, the only way to add additional information to invoices is to add the information to the workspace's name.
Our Jewelry
What materials are used in your jewelry?
We use high-quality materials in all of our jewelry, including 14k gold, sterling silver, freshwater pearls, and hypoallergenic stainless steel. Many of our pieces are handcrafted and incorporate locally sourced shells from Gulf Shores, Alabama, ensuring every item is made with care and sustainability in mind.
Is your jewelry hypoallergenic?
Yes, all of our jewelry is hypoallergenic, making it suitable for sensitive skin. We use materials that are free from lead and nickel to ensure that our pieces are safe and comfortable to wear.
How do I care for my Tide + Terra jewelry?
To maintain the longevity and shine of your jewelry, we recommend removing it before swimming, showering, or engaging in strenuous activities. Store your pieces in a cool, dry place away from direct sunlight, and clean them occasionally with a soft, damp cloth to prevent tarnishing.
Will your jewelry tarnish over time?
Our gold-plated and sterling silver pieces are designed to last, but like all fine jewelry, they can tarnish if exposed to certain chemicals, moisture, or improper storage. Proper care and occasional cleaning will help prevent tarnishing and keep your jewelry looking beautiful for years to come.
Are your jewelry pieces handmade?
Yes, all of our jewelry is handmade with care and attention to detail. We take pride in crafting each piece in small batches to ensure the highest quality and craftsmanship.
Do you offer custom jewelry pieces?
At the moment, we do not offer custom orders, but many of our pieces have a personalized feel due to their handmade nature. Stay tuned, as we may introduce customization options in the future.
Do you offer a warranty on your jewelry?
We stand behind the quality of our jewelry. If you experience any issues with craftsmanship within 6 months of purchase, please contact us, and we will repair or replace the item. This warranty does not cover normal wear and tear, misuse, or improper care.
Do you offer gift wrapping or special packaging?
Yes, we offer complimentary gift packaging with every order. If you would like to include a personalized note or need specific packaging for a special occasion, please let us know when placing your order.
Can I request a specific chain length or customization for an item?
While we don't offer extensive customization, we are happy to accommodate small changes like chain length adjustments where possible. Please contact us before placing your order to discuss available options.
Are the pearls in your jewelry real?
Yes, we use genuine freshwater pearls in our Pearl Collection. Each pearl is carefully selected for its quality, luster, and natural beauty, making every piece in the collection unique and elegant.
Are your seashells real?
Yes, our Sea Collection features authentic seashells that are locally sourced from the shores of Gulf Shores, Alabama. Each seashell is carefully cleaned, polished, and incorporated into our handcrafted designs.
Returns & Exchanges
What is your return policy?
We offer returns within 30 days of the delivery date for unworn, undamaged items in their original packaging. To initiate a return, please contact us with your order number and reason for the return, and we will provide you with the necessary instructions. Please note that shipping costs for returns are the responsibility of the customer unless the item was damaged or incorrect.
Can I exchange an item?
Yes, we accept exchanges within 30 days of receiving your order. The item must be unworn, undamaged, and in its original packaging. Please reach out to us with your order number and the item you would like to exchange it for, and we will guide you through the exchange process.
Are there any items that cannot be returned or exchanged?
Due to hygiene reasons, earrings and custom-made pieces cannot be returned or exchanged unless they arrive damaged or incorrect. Please double-check product details before purchasing to ensure satisfaction with your order.
How long does it take to process a return or exchange?
Once we receive your returned item, please allow 3-5 business days for inspection and processing. For refunds, the amount will be credited back to your original form of payment within 5-7 business days after processing. Exchanges will be shipped out as soon as your return has been processed.
Can I return a gift I received?
Yes, gifts can be returned or exchanged if they are unworn, undamaged, and in their original packaging. Please contact us with the gift order details, and we will guide you through the return or exchange process. Refunds for gifts will be issued as store credit.
I purchased an item on sale. Can I return or exchange it?
Sale items are eligible for return or exchange unless otherwise noted. However, please check the specific return/exchange policies for special promotions or clearance items, as some may be final sale.
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