FAQs

• Processing Time: Approximately 3 business days.
• Shipping Time: 10-14 business days for worldwide delivery.
• Free Worldwide Shipping.

• Enjoy free worldwide shipping on all orders placed through our website at https://www.etterne.com. No additional shipping charges apply.

• We are delighted to offer free worldwide shipping on all orders placed through our website at https://www.etterne.com. Wherever you are in the world, we'll deliver your order to your doorstep without any additional shipping fees.

If you need to cancel your order, we understand that circumstances may arise.

You have the option to cancel your order within 24 hours of placing it on our website at https://www.etterne.com.Please contact our customer service team as soon as possible to request the cancellation. You may email us at contact@etterne.com for cancellations. Please include your order number and name of the order.

We strive to ensure your complete satisfaction with every purchase from EILA. If you receive the wrong product, we apologize for the inconvenience and will promptly resolve the issue for you.

Please contact our customer service team at contact@etterne.com with an image of the product you received, clearly showing the item and the label on the box in the same photo. We will take immediate action to reship the correct product to you. Your satisfaction is our priority, and we appreciate your understanding and cooperation in this matter.

At ETERNA, we take great care in ensuring the quality of our jewelry. If your item arrives damaged, we apologize for any inconvenience caused. We offer free replacements for damaged items.

To facilitate the replacement process, please email us a clear image of the damaged piece of jewelry to contact@etterne.com. Our customer service team will promptly assist you in resolving the issue and arranging for a free replacement. Your satisfaction is important to us, and we appreciate your cooperation in providing the necessary information for a smooth resolution.

At Etterne, we want you to be completely satisfied with your jewelry purchase. If for any reason you are not satisfied, we offer a free 30-day return policy. Please carefully read our return policy guidelines below:

1. Eligibility:
- Returns are accepted within 30 days from the date of delivery.
- The jewelry must be in its original, unworn condition with all tags, labels, and protective coverings intact.
- The original packaging, including boxes, pouches, and certificates, must be included.

2. Return Process:
- To initiate a return, please contact our customer service team at contact@etterne.com within 30 days of receiving your jewelry.
- Our customer service team will provide you with a return authorization number (RMA) and a pre-paid return label.
- Please package the jewelry securely in the original packaging to prevent any damage during transit.
- Attach the pre-paid return label to the package.

3. Worldwide Free Returns:
- We provide free return shipping worldwide.
- Simply use the pre-paid return label provided by Etterne to ship the item back to us.

4. Refund Process:
- Once we receive and inspect the returned item, we will process your refund.
- Refunds will be issued to the original payment method used for the purchase.
- Please note that it may take up to 7-10 business days for the refund to be reflected in your account, depending on your bank or credit card company's processing time.

5. Exclusions:
- For hygiene and safety reasons, we cannot accept returns or exchanges on earrings, unless they are defective or damaged upon arrival.
- Customized or engraved jewelry cannot be returned unless there is a manufacturing defect or error on our part.

6. Damaged or Defective Items:
- If your jewelry arrives damaged or defective, please contact our customer service team immediately.
- We may require photographic evidence of the damage or defect before authorizing a return or exchange.
- We will cover the cost of return shipping and offer a replacement or a refund, depending on product availability and your preference.

Please note that this return policy is applicable only to purchases made directly through the Etterne website (https://www.etterne.com/). If you have any further questions or require assistance, please don't hesitate to reach out to our customer service team.

To keep your gold-plated or sterling silver jewelry looking its best, we recommend following these care instructions:

If your jewelry is not gold plated or made of sterling silver, we recommend taking extra precautions:

• Avoid exposing the jewelry to water or moisture, as it may cause damage or tarnishing.
• Clean the item using a soft, dry cloth to remove any dirt or dust.

By following these simple care instructions, you can help maintain the beauty and longevity of your jewelry. If you have any further questions or need additional guidance, please don't hesitate to contact our customer service team.