Exchange, Returns and Refund Policy

At Eternate, the holiday spirit is here and we are extending our returns and exchange period, so that you can make sure you are completely happy with your Eternate piece. For orders made between November 15th and December 15th, we've extended the returns and exchange window until January 15th for all US customers (For international customers we can't offer free returns and exchanges at the moment). Whether you wish to exchange an item for a different size or style, or return it for a refund, we’ve got you covered. Below, we’ve outlined our simple and straightforward process for exchanges and returns, as well as some essential guidelines to ensure a seamless experience. Please go through the entire page to make sure you understand the rules and exceptions.

Complimentary Exchange and Returns

We want you to love every piece of jewelry you purchase from Eternate. That’s why, for each item purchased between November 15th and December 15th, we have extended our returns and exchange period to January 15th. No rush. Enjoy your time off with your loved ones. If, within this period, you find yourself not completely satisfied with your purchase, you can take advantage of our free exchange and returns service. You may find the details of the easy three-step processes below.

For Exchanges:

Contact our dedicated customer service team at service@eternate.com with your order number to initiate the exchange process.
We’ll send you a prepaid return shipping label to make the process as easy and convenient as possible.
Once we receive the item, we’ll promptly send you the new item of your choice.

For Returns:

Reach out to our customer service team at service@eternate.com with your order number to initiate the return process.
We’ll provide you with a prepaid return shipping label, ensuring a hassle-free return experience.
Once we receive the returned item, we’ll process the refund. Please note that it usually takes 3-5 business days to complete the refund process.

Important Considerations for Returns and Exchanges:

We’re happy to offer free returns and exchanges for all orders shipped within the United States. At this time, orders shipped outside the U.S. aren’t eligible for free returns or exchanges.
To ensure secure delivery, please provide a valid physical street address. We’re unable to ship to P.O. boxes, APO/FPO/DPO, or other non-physical addresses.
All returned items must be in unworn condition and accompanied by all original documentation for a full refund or exchange.
Please avoid removing the string tags from the item if you intend to return it, as worn or used items may be subject to a 10%-20% restocking fee plus the shipping fees.
Engraved rings will be subject to a $40 engraving removal fee. This fee will be charged additionally in case of an exchange and will be deducted from the refund amount in case of a refund.
To ensure fairness and maintain the high quality of our products, we offer up to 2 complimentary returns per customer in a year. After the first 2 complimentary returns, you may still return an order, provided you cover a restocking fee and the shipping charges. Please note that 2 complimentary returns should be used for 2 separate orders.
For Wedding Band Home Try-On Service we charge a small fee to cover the shipment. This fee is fully refundable only when a Wedding Band is purchased after using the service. The fee is not refundable if a Wedding Band is not purchased.
For Engagement Ring Home Try-On Service as this is a highly customized service, neither Engagement Rings nor the kit are exchangeable. The fee is fully refundable only when an Engagement Ring is purchased after using the service. The fee is not refundable if an Engagement Ring is not purchased.
The return & exchange window starts the day your order is delivered to you. All return packages must be handed over to the shipping carrier within the 30-day return window; packages shipped after this period will not be accepted and will be returned to the customer.

Non-Returnable Items

Please note that the following items are not eligible for returns:

Items that have previously been exchanged.
Items that have been personalized, such as name bracelets and necklaces. Engraved rings do not fall under this category and are eligible for returns, however please note that for returned or exchanged engraved rings there will be a $40 fee of engraving removal.
Rings that have been modified or resized.
Custom-designed jewelry, except in cases of production defects.

Comparison Purchasing Policy

Eternate is committed to providing high-quality jewelry at competitive prices. To ensure a satisfactory return and exchange service for our customers, we have a policy against comparison purchasing. Comparison purchasing is the act of buying multiple products with the intention of keeping one and returning the others. If we suspect that an order is a comparison purchase, the items may not qualify for our standard return policy. This means that you may not be able to return the items for a refund or exchange. We understand that sometimes people need to compare products before making a purchase. However, we ask that you only order one product at a time if you are unsure of which one you want. This will help us to ensure that our customers are able to receive the products they want and that our business remains profitable.

If you are not sure about your ring size and need help choosing the best option please feel free to check our dedicated sizing help page or use our home try-on service, through which you can try our wedding bands at your home’s convenience. We strive to provide our customers with the finest jewelry and exceptional service. If you have any questions or concerns regarding our exchange, returns and refund policy, or the eligibility of an item, our dedicated customer service team is always ready to assist you. Feel free to reach out to us at service@eternate.com and we'll be more than happy to help you. Your satisfaction is our priority and we look forward to serving you with the utmost care and attention to detail.