Satisfaction Guaranteed 💫
At Eternal Jeweller, your satisfaction means everything to us. If you’re not completely happy with your purchase, we’ll do our best to make it right. Please review the details below before requesting a return or exchange.
To qualify for a return, products must be unused, unworn, and in their original packaging. Eternal Jeweller monitors return activity to prevent misuse. Returns are subject to validation and approval at our discretion.
Final Sale Items
Certain items are marked Final Sale and cannot be returned or exchanged. This includes:
Items purchased with discount codes, promotions, or gift cards
Sale or clearance items
Solid gold jewelry (14K collection)
Digital items
Any returned final sale items will not be refunded or credited and may be responsibly disposed of.
Refunds
All approved refunds are issued as Eternal Jeweller Store Credit, which never expires.
We do not refund to original payment methods.
Our return policy is valid for 30 days from your purchase date. After 30 days, unfortunately, we cannot accept returns or issue credit.
Please note:
Gift cards are non-refundable.
Original shipping costs are non-refundable.
Returns sent to our warehouse without a formal request will not be processed.
How to Request a Return
Submit your return request via our Returns Portal (coming soon).
If your order is eligible, you’ll receive detailed return instructions and an RMA number.
Once approved, pack your items securely along with your order slip and RMA number.
Ship your parcel using a trackable courier service of your choice.
Clearly mark the shipment as a return with a declared value of £10 to avoid customs charges.
Return shipping costs are your responsibility.
Once your return is received and inspected, you’ll receive an email confirming approval or rejection. If approved, your Eternal Jeweller Store Credit will be issued.
Please allow up to 3 weeks for processing.
Exchanges
We do not offer direct exchanges at this time.
If you’d like a different item, simply return your eligible piece for store credit and place a new order using your credit.
Return Shipping
You’ll be responsible for the shipping cost of your return. If the item’s value exceeds £75, we recommend using a trackable or insured shipping service. Eternal Jeweller cannot guarantee receipt of untracked returns.
Cancellations or Order Changes
Once your order is confirmed, it’s immediately processed for dispatch — so changes or cancellations are rarely possible.
In special cases where a cancellation is approved, a store credit refund will be issued.
Order Not Delivered
Please double-check your shipping address and phone number before checkout.
We cannot issue refunds for orders with incomplete or incorrect addresses.
If an order is returned to us due to delivery failure or non-pickup, it may be reshipped (with a reshipment fee) or refunded as store credit, minus:
Original shipping costs
A 30% restocking fee (or 60% for 14K gold items)
Need Help?
We’re here for you! 💌
If you have any questions, please reach out to us at info@eternaljeweller.com
Our support hours are Monday–Friday, 10:00 AM–5:00 PM (UK time).
