At Eternelle, every order is made-to-order and personally engraved by our small team. Because each piece is crafted specifically for you, we follow a focused refund and return policy that protects both our customers and our artisans. Please read the following carefully before placing an order. By completing a purchase on eternellegifts.com, you confirm that you have read, understood, and agreed to this Refund & Return Policy.
1. 30-Day Limited Return Window
You may request a free replacement or full refund within 30 days of delivery in the following cases only:
- The rotating box, preserved rose, or necklace arrives physically damaged, broken, or defective.
- The engraved names on the jewelry do not match the names you submitted at checkout or in your post-purchase personalization form.
- You received the wrong color, variant, or product compared to what you ordered.
If your situation falls under any of the points above, we will replace your item free of charge or issue a full refund to your original payment method — your choice.
2. What Is Not Covered
Because every order is custom-made and personalized, the following are final sale and not eligible for refund, exchange, or return:
- Change of mind, no longer wanted, or gift no longer needed.
- Engraving errors caused by a typo, misspelling, or incorrect name provided by the customer.
- Wrong shipping address entered at checkout (please double-check before paying).
- Damage caused after delivery (drops, water exposure, improper handling, contact with chemicals, or wear and tear).
- Color perception differences caused by your screen, lighting, or photography.
- Late delivery caused by carrier delays, customs, weather, or incorrect address.
3. How to File a Claim
To start a claim, email us at support@eternellegifts.com within 30 days of delivery and include:
- Your order number (format: ETN-XXXXX).
- The full name and email used on the order.
- A clear description of the issue (damage, engraving error, or wrong item).
- Photos or a short video of the item and the packaging — ideally including the shipping label.
Our team reviews every claim within 2 business days. If approved, replacements ship free of charge and refunds are processed within 5–10 business days to your original payment method, depending on your bank.
4. Returns & Shipping
In most approved cases, you will not need to ship the original item back to us. If a physical return is required for quality control, we will provide a prepaid return label. Please do not send any item back without prior written authorization from our team — unauthorized returns cannot be accepted or refunded.
5. Order Cancellations & Modifications
Orders cannot be cancelled once placed, as production and personalization begin shortly after checkout. However, you may modify your order (engraving names, shipping address, or variant) within 6 hours of purchase by contacting us at support@eternellegifts.com. After this 6-hour window, the order has entered production and can no longer be modified, cancelled, or refunded outside of the cases listed in Section 1.
6. Lost, Stolen, or Undelivered Packages
Once your order is handed to the carrier, delivery is the responsibility of the shipping provider. If tracking shows "delivered" but you did not receive the package, please first check with neighbors and your local post office. If the issue cannot be resolved, contact us and we will help open a carrier investigation. Packages marked as delivered are generally not eligible for refund, but we will always do our best to help.
7. Refund Processing
Approved refunds are issued in the original currency and to the original payment method. Processing time on our side is up to 3 business days. After that, your bank or card issuer may take an additional 5–10 business days to display the refund on your statement. Original shipping fees are non-refundable unless the return is caused by an error on our side.
8. Contact Us
For any question regarding this policy, please reach out to our customer care team:
- Email: support@eternellegifts.com
- Hours: Monday–Friday, 9am–6pm (EST)