Frequently Asked Questions
Changing/amending an order
How do I change my order?
If you wish to make a change to your order please contact us here as soon as possible so we can make the necessary changes before the order is dispatched. Unfortunately once the order has been dispatched we’re unable to change it.
Can I change my delivery address?
If you have placed an order and the delivery address is incorrect please contact us here as soon as possible so we can update the details for you. If the order has already been marked as dispatched then unfortunately we’re unable to update any details and the order will be sent as per the confirmation email.
How do I cancel my order?
You are welcome to cancel your order at any point before it’s been sent. If you wish to do so please contact us here and we can arrange this for you.
Delivery & tracking your order
When will my order be dispatched?
We dispatch all orders placed before 4pm* the same working day. all orders placed after 4pm will be dispatched the following working day. our standard UK delivery is royal mail 1st class which we find typically takes between 1-2 working days.
When should I expect my order to arrive?
Our standard delivery to the uk are dispatched via 1st class post which we typically expect to arrive within 1-2 working days although please allow up to 7 working days. for orders placed before 4pm with next working day delivery your order will be guaranteed by 1pm the following working day. We would expect deliveries to europe to arrive within 12 working days, however most parcels usually arrive much quicker than this. For orders outside of europe, please allow up to 18 working days, but parcels generally arrive much quicker than this.
How can I track my parcel?
If you have chosen a tracked postage method then you should have received a tracking code in your dispatch email. If your order was sent via royal mail 1st class or airmail, then unfortunately there is no tracking available.
Returns Policy
You can return any goods, for any reason within 30 days. Unfortunately you can’t return personalised goods, or pierced goods which are no longer in their sealed packaging, but everything else is not a problem.  This does not affect your statutory rights, and includes the 14 day statutory cooling off period. if you would like to cancel an order you will receive a full refund within 14 days of cancelling and returning your products to us.
How do I return my order?
To return your jewellery within 30 days just drop us an email at customerservice@eternitycharms.com with your order number and the name of the item you wish to return. We’ll email you a returns note which you just need to complete and return with your item. We advise you use a recorded method of posting when sending the goods back to us.
What happens if my item is faulty?
We believe that our products are not only excellent value but also of the highest quality! we do understand that there may be the odd occasion when there may be something wrong with the item you have ordered.
14 days or less
if the item was delivered less than 30 days ago and the item is faulty, we are happy to offer you a replacement, exchange or refund. proof of purchase will be required. the item may need to be returned to us prior to any action being taken.
More than 14 days
If you have had the item for less than 6 months and it is faulty, the item will need to be returned to us so we can assess the damage. If possible we will repair the item, if not we will offer a replacement, exchange or a gift card. unfortunately wear and tear is not included, and you will need to provide us with your original order number/confirmation email and/or invoice.
Refunds
How long will it take to refund my item?
As soon as we receive the item we’ll refund the item within 24hrs of receipt, but it may take up to 3 working days before it appears in your account. Please note, we can only refund the item via the method of original purchase.
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