Returns & Exchanges
Returns & Exchanges
We want you to love every piece from Eterna. If your order arrives damaged, defective, or isn’t what you expected, just email us at hello.eternajewelry@gmail.com within 30 days of delivery. To help us resolve your issue quickly, please include your order number, a brief description of the problem, and photos or a short video showing what went wrong.
If your package didn’t arrive or an item is missing, we may ask for a screenshot of your email or dispute, along with your name, the date, and the details of your concern.
Depending on your situation, we might ask you to return the item so we can process your request. Once your return or claim is approved, we’ll quickly send a refund, replacement, or a new item—whichever works best for you.
Quick Overview:
- Returns accepted for damaged, defective, or incorrect items within 30 days of delivery.
- Please provide photo or video proof and keep all original packaging.
- For missing packages, extra documentation may be required.
- If a return is needed, we’ll guide you through every step.
- Refunds or replacements are processed after we receive and inspect the returned item (if required).
A Few Things to Note:
- If your order is delayed or lost in transit, let us know. We’ll follow up with our shipping partners and do our best to make it right.
- If tracking shows “delivered” but you didn’t receive your order, we’ll need official proof from your local post office to help resolve the issue.
- Need to cancel? Contact us as soon as possible—orders can only be canceled before they’re processed by our warehouse.
We’re here to help and always aim to provide honest, friendly service. If you have questions about returns or exchanges, just reach out. Your satisfaction is our top priority.