We know it's the gifting season and so we have extended our returns and exchanges window until after the holidays. For purchases made between November 15, 2023 and December 24, 2023 the return window is extended until January 31, 2024. Please note that the same exceptions still apply for the extended return window.
At Eternate, our mission is to provide our valued customers with timeless pieces of jewelry that bring joy and lasting memories. We understand that sometimes preferences change, and that's why we offer a complimentary 30-day return and exchange policy for all US customers. 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 returns and exchanges, as well as some essential guidelines to ensure a smooth experience.
Complimentary Returns and Exchanges
We want you to love every piece of jewelry you purchase from Eternate. That's why we offer a 30-day window for returns and exchanges, starting from the shipping date. If, within this period, you find yourself not completely satisfied with your purchase, you can take advantage of our complimentary return and exchange service.
- Contact our dedicated customer service team at email@example.com 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 returned item, we'll promptly send you the new item of your choice.
- Reach out to our customer service team at firstname.lastname@example.org 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. It usually takes 3-5 business days to complete the refund process.
Important Considerations for Returns and Exchanges:
- 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.
- To ensure fairness and maintain the high quality of our products, we offer up to 2 complimentary returns per customer in a calendar year. After the first 2 complimentary returns, you may still return an order, provided you cover the shipment fees.
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 in this category and are eligible for returns)
- 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 that our customers are satisfied with their purchases, 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 sizing and need help choosing the best option please feel free to utilize our Home Try-on Service, through which you can try our wedding bands at your home’s convenience. For more information about our Home Try-on Service please visit the service page.
We strive to provide our customers with the finest jewelry and exceptional service. If you have any questions or concerns regarding our return/exchange 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 email@example.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.