Refund policy

Last updated: 18 October 2026

We want you to love what you ordered. If you don't, here is exactly how returns, exchanges and refunds work. Your rights under the Australian Consumer Law always apply on top of this policy.

1. Change-of-mind returns: 30 days

  • You can return any item for a refund or exchange within 30 days of the delivery date shown in the tracking.
  • The item must be unworn, unwashed and unaltered, with all tags attached and in its original packaging. Shoes must be tried on indoors on a clean surface, and returned in their box without the box being used as the outer parcel.
  • Items that come back worn, washed, marked, scented (perfume, smoke), damaged or without tags do not meet the conditions. We will photograph them, let you know, and either send them back to you at your cost or, with your agreement, refund a reduced amount.
  • For hygiene reasons, earrings and items marked "final sale" on the product page cannot be returned for change of mind. Faulty items can always be returned.

2. How to lodge a return (authorisation required)

  1. Email support@tideandterra.shop within 30 days of delivery with your order number, the item(s) you are returning and the reason.
  2. We reply within 1 business day with a return authorisation number, the return address and a short form to put in the parcel.
  3. Post the parcel within 7 days of receiving the authorisation, using a tracked service, and email us the tracking number. The parcel is your responsibility until it reaches us; we cannot refund parcels lost on the way back without tracking.
  4. We confirm by email as soon as the return has been received and checked.

Returns sent without an authorisation number, to a different address, or outside the time limits cannot be processed.

3. Return postage

  • Change of mind (wrong size, don't like it, ordered too many): you pay the return postage. Our return address may be an overseas warehouse of our logistics partner; we tell you the address and the typical postage cost before you send anything, so you can decide.
  • Faulty, damaged or incorrect item: we pay. We send you a prepaid label or refund the postage you paid on presentation of the receipt.

4. Faulty, damaged or wrong items

Please check your order when it arrives. If something is damaged, faulty or not what you ordered, email us within 7 days of delivery with your order number and clear photos of the item, the label and the parcel. Under the Australian Consumer Law you are entitled to a repair, replacement or refund for a major failure, and we cover the costs. In most cases we send a replacement straight away or refund in full without asking you to post the item back. Minor faults are repaired or replaced at our choice. Normal wear, incorrect care (see the care label) and damage caused after delivery are not covered.

5. Exchanges

Need a different size or colour? Tell us when you lodge the return. The quickest way is to place a new order for the item you want, so it is reserved for you, and return the first one for a refund. If you prefer a direct exchange, we hold the replacement for 14 days while your return is on its way, stock permitting.

6. Refunds

  • Refunds go to the original payment method within 5 business days of the return being received and checked. Your bank may take a few more days to show it.
  • We refund the price paid for the returned item. Original delivery was free, so nothing is deducted for it. If a quantity discount applied to the order, it is recalculated on the items you keep and the refund is adjusted accordingly.
  • If a refund has not appeared 15 business days after our confirmation email, contact us with the order number and we will chase it with the payment provider.

7. Parcels refused or not collected

If a parcel is refused at delivery, not collected from the post office within the carrier's holding period, or returned to us because the address you gave was incomplete, it is treated as a change-of-mind return: we refund the items once the parcel reaches us, less the carrier's return-to-sender fee where one is charged to us. Re-delivery of the same parcel is at your cost.

8. Cancelling before dispatch

You can cancel an order free of charge within 12 hours of placing it, as long as it has not been processed. Email us with the order number. After that, the order is on its way and this returns policy applies.

9. Questions

Write to support@tideandterra.shop. We answer within one business day, Monday to Friday. Please contact us before opening a payment dispute with your bank; we resolve almost every case within days.