Refund policy

At Aeternum Jewellery LTD, we strive to provide you with exceptional jewellery that you'll cherish. Please review our policy below for all return, exchange, and refund scenarios.

1. Faulty or Damaged Items

• As a UK-based business, we take full responsibility to dispatch your order on time and in good condition.
• If you receive an item that is faulty or damaged, contact us via our contact form within 14 days of receipt. 
• We will provide a prepaid return label for the item.  
• Upon receipt and inspection, we will replace the item or issue a full refund to your original payment method (within 14 calendar days).

2. Incorrect Sizing & Made‑to‑Order Exemption

• All rings and ear tunnels are made‑to‑order in the size you select.  
• Returns or exchanges are not accepted if you simply change your mind or provided incorrect sizing at order placement.  
• It is the customer’s responsibility to ensure measurements are correct before ordering.

3. Lost or Undelivered Parcels

• If a parcel is lost in transit, you may cancel the order due to non‑delivery by confirming cancellation in writing.  
• Your order must be confirmed 'Officially Lost' by the courier or be over the 30 days from date of dispatch. 
• Once cancellation is confirmed, we will process your full refund to your original payment method within 14 calendar days in accordance with UK consumer law.

4. Cancellation for Late Delivery 

• If you have not received your item within 30 days of dispatch (or your promised delivery window), you may cancel the order for a full refund.  
• Refunds will be issued within 14 calendar days of your cancellation notice.

5. Special Circumstances

• In exceptional cases where prior agreement has been made, we may consider returns or exchanges outside the above conditions.  
• Please contact us to discuss your situation.

We value your satisfaction and will work with you to resolve any issues. If you have any questions or require assistance, please get in touch via our contact form.