Shipping policy

Welcome to Aeternum Jewellery LTD.

This Shipping Policy explains our processing times, delivery estimates, customs duties, and your rights if a parcel is delayed, lost, or undelivered.

1. Processing & Dispatch

  • Made‑to‑order items are handcrafted after you place your order.
  • Processing time: We aim to complete and dispatch your item within 2-3 weeks of payment confirmation (and within 2 weeks whenever possible). Processing may vary during busy seasons or holidays.
  • If you require a faster turnaround, please contact us before ordering; where possible we may be able to accommodate a shorter processing window.

2. General Shipping Information & Delivery Timeframes 

  • We ship from the United Kingdom to both UK and international addresses.
  • Standard delivery (tracked) typically takes 5-10 working days for UK destinations and 10-20 working days for international destinations after dispatch.
  • Express delivery (where available) usually arrives within 3-5 working days after dispatch.
  • If you have not received your order within 30 calendar days of dispatch, you have the right to cancel the order for a full refund (see Section 5).

3. Tracking & Notifications

  • All shipments are sent with a tracking number, which you will receive by email once your order is dispatched.
  • You can monitor your parcel’s progress via the courier’s website.
  • Please allow up to 24 hours for tracking information to become active after dispatch.

4. Customs, Duties & Taxes

  • For international orders, import duties, taxes, and customs charges are the responsibility of the recipient.
  • Please check with your local customs office for details on applicable fees before placing your order.
  • Refusal to pay customs charges may result in the parcel being returned to us; see Section 5 for returned parcel policy.

5. Lost, Undelivered & Returned Parcels

5.1 Lost or Undelivered Parcels

  • If your parcel is lost in transit, please contact us within 7 days of the last known tracking scan so we can open an investigation with our courier.
  • Cancellation & Refund: You may cancel your order in writing due to non‑delivery. Once cancellation is confirmed, we will process your full refund within 14 calendar days, in accordance with UK consumer law.
  • We will simultaneously pursue a compensation claim with the courier; however, our obligation to refund you promptly is not dependent on receiving that compensation.

5.2 Refused or Returned Parcels

  • If you refuse delivery or the parcel is returned to sender, please notify us immediately.
  • Made‑to‑order or custom items are non‑resalable, and our standard policy only accepts returns for items that are damaged or faulty. Refusal of delivery for such items does not automatically qualify for a refund unless the item is returned to us faulty or damaged upon inspection.
  • In cases where a refusal is due to a courier or dispatch error, we will handle this under our "Lost or Undelivered Parcels" procedure (Section 5.1).
  • If an item is returned for any other reason and assessed as faulty or damaged, we will process a refund or replacement within 14 calendar days of receipt.

6. Changes to Your Shipping Address

  • If you need to amend your shipping address after ordering, please contact us immediately.
  • We cannot guarantee address changes once an order has been dispatched; additional redirection fees may apply and will be billed to you.

7. Contact Us

If you have any questions about shipping, delivery, or our policy, please contact us using the Contact page. We are committed to ensuring your satisfaction and will work with you to resolve any shipping issues promptly.