FAQs

Orders & Shipping

How long will it take to receive my order?

Once your order is placed, we’ll begin preparing it as quickly as possible. Delivery times may vary depending on your location and the shipping method selected at checkout. For the most up-to-date estimated delivery window, please refer to the shipping information shown at checkout or on our Shipping & Returns page.

Do you ship internationally?

At the moment, we ship to the United Kingdom, the United States, and Canada, with more destinations to be added in the future.

How can I track my order?

Once your order has been dispatched, you’ll receive a shipping confirmation email with tracking details so you can follow your parcel every step of the way.

Can I change or cancel my order after placing it?

If you need to make a change, please contact us as soon as possible at support@aeternajewelry.com. We’ll always do our best to help, but once an order has been processed or dispatched, we may no longer be able to make changes.

Returns & Warranty

What is your return policy?

We accept returns within 14 days of delivery, provided the item is returned in its original, unworn condition and in its original packaging. For full details, please visit our Shipping & Returns page.

How do I start a return?

To request a return, please contact us at support@aeternajewelry.com with your order number and the reason for return. We’ll guide you through the next steps.

Do you offer a warranty?

Yes, we offer a 1-year warranty covering manufacturing faults. This does not cover normal wear and tear, accidental damage, misuse, or improper care. Please see our Warranty page for full terms.

What if my item arrives damaged or faulty?

We’re sorry to hear that. Please contact us within 48 hours of delivery at support@aeternajewelry.com and include your order number along with clear photos of the item and packaging. We’ll review the issue and work to resolve it as quickly as possible.

Jewellery & Materials

What materials do you use?

Material details vary by design and are listed on each individual product page. We recommend checking the product description carefully for the most accurate information about metal, plating, stones, and finish.

Is your jewellery suitable for sensitive skin?

Yes, all of our jewellery is made with sensitive skin friendly materials, thoughtfully chosen for comfortable everyday wear.

Is your jewellery waterproof?

Yes, all of our jewellery is fully waterproof and designed for everyday wear. You can wear your pieces while showering, swimming, exercising, or washing your hands without worry.

How should I care for my jewellery?

To keep your jewellery looking its best, store it in a dry place, avoid direct contact with water, perfume, lotions, and household chemicals, and gently wipe it with a soft cloth after wear. For more detailed advice, please visit our Materials & Care page.

Gifts

Do you offer gift-ready packaging?

Yes, all purchases come beautifully packaged, thoughtfully designed to make every piece feel gift-ready.

Can I send an order directly as a gift?

Yes, you can ship your order directly to the recipient by entering their delivery address at checkout.

Contact

How can I contact Aeterna Jewelry?

You can reach us at support@aeternajewelry.com and we’ll be happy to assist you.

How quickly will I receive a reply?

We aim to respond as soon as possible, typically within 24 business hours.