Shipping, Returns, and Warranty

SHIPPING

We take great care in packaging and shipping your jewelry to ensure it arrives safely and on time.

  • Quick-Ship Orders are processed within 2–5 business days, excluding weekends and holidays.
  • Custom and personalized pieces typically require 4–6 weeks for production before shipping.
  • Once your item has passed quality control, shipping will be initiated, and you’ll receive a confirmation email with tracking details.
  • Delivery times may vary depending on your location and selected shipping method.
  • Standard shipping is complimentary on all orders over $100.

We appreciate your patience as we carefully prepare each piece with love and attention to detail.

DELIVERY RESPONSIBILITY

Please allow up to 24 hours for tracking information to update after your order has been dispatched.

ETERNAL Jewelry is not responsible for:

  • Delays caused by shipping carriers
  • Incorrect shipping addresses provided at checkout
  • Packages marked as “delivered” by the carrier

In the event of a lost or stolen package, please contact the shipping carrier directly. We’re happy to assist by providing the necessary information to help you file a claim.

RETURN POLICY

Customer satisfaction is our number one priority! If you’re unhappy with your order, we will gladly accept non-custom items to be returned for store credit within 10 days from the date of delivery as indicated by courier notification. 

  • Returns must be unworn, undamaged, and unaltered. Items must be returned in the original packaging, including boxes, pouches, or gifts with purchase.
  • All personalized and custom jewelry orders are FINAL SALE *This includes items that have a single initials, engraving, or were special ordered and made
  • Shipping and handling charges are non-refundable. We are not responsible for return shipping charges, therefore if an item is returned, shipping charges will be deducted from the credited amount.
  • ALL international orders are FINAL SALE

*Please take extra care when packing your items to ensure they will not be damaged in transit. All returns will go through an inspection process before they are accepted. We are unable to accept returned products that have been damaged. (Tangled, scratched etc.) If we do not receive your return package as described above, we reserve the right to refuse your return or please note a fee may apply.

CANCELLATIONS

All custom jewelry orders are final sale — we do not offer refunds, cancellations, or exchanges.

Orders are processed through our Shopify system, and once an order has been shipped, we are unable to make any changes, including cancellations, refunds, or exchanges.

We appreciate your understanding and support of our small business.

WARRANTY POLICY

PERMANENT JEWELRY WARRANTY

Keeping Your Permanent ETERNAL Piece Perfect

We understand that life happens! That's why we offer complimentary aftercare services for your permanent jewelry:

  • Free Re-welding for 120 Days: Enjoy peace of mind with a complimentary re-weld within 120 days of purchase, in case adjustments are needed.
  • Complimentary Resizing (Shrinking): Did your bracelet get a little loose? We offer complimentary resizing to ensure a perfect fit.
  • Post-Surgery Re-welding: We're here to support you! Following surgery (MRI or X-ray), we offer a complimentary re-weld to get your piece back on track.

Please note:

  • Lengthening Your Piece: If you decide to add length to your permanent jewelry in the future, there will be a charge for the additional 14k gold chain or connector charm needed to add that length into your piece. 

What's Not Covered:

  • Everyday Wear and Tear: Scratches or minor bends that occur through normal use are not covered.
  • Accidental Damage: Lost items or damage caused by improper care or storage is not covered. You MUST have your chain for it to be re-welded.
  • Third-Party Modifications: Alterations made outside of Eternal will void the warranty.

CUSTOM ETERNAL JEWELRY WARRANTY

Crafted to Last, Guaranteed for a Year

At ETERNAL, we meticulously craft each piece with the finest materials – 14k solid gold and your choice of lab-grown or natural diamonds – to ensure lasting quality and timeless beauty. To give you peace of mind, we offer a one-year warranty against any defects in material or craftsmanship.

What's Covered:

  • Material Flaws: We guarantee the quality of our 14k solid gold and diamonds.
  • Craftsmanship Issues: Any issues arising from our work are covered for a year.

What's Not Covered:

  • Everyday Wear and Tear: Normal use may result in minor scratches, slight bending, stretching, or impact-related marks. These types of wear and tear is considered part of regular use and are not covered under warranty.
  • Accidental Damage: Lost items or damage (including dropping or hitting the piece) caused by improper care, wear, or storage is not covered.
  • Third-Party Modifications: Alterations made outside of Eternal will void the warranty.

Have Questions? Need Something Special?

Contact our customer service team at custom@eternal.jewelry. They're happy to assist with any questions or special requests.

Please note that all sales are final. 

As your jewelry is custom-made to your specifications, we cannot accept returns or exchanges. For the perfect fit, we recommend getting sized by a professional jeweler.