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Frequently Asked Questions
Shipping & Delivery
What delivery options do you offer?
We offer free first class delivery on every UK order via Royal Mail First Class or Evri. There is no minimum spend required.
How long will delivery take?
Royal Mail First Class orders typically arrive within 1 to 3 working days. Evri deliveries take 2 to 4 working days. Delivery times are calculated from the date of dispatch, not the date of order. Please note that delivery times may vary during peak periods or due to unforeseen circumstances experienced by the courier.
How do I track my order?
You will receive a tracking email once your order has been dispatched so you can monitor its progress.
What is your processing time?
We aim to process all orders within 1 working day if ordered before 1pm. Orders placed after 1pm or on weekends will be processed the next working day. Please note we do not process online orders on weekends or UK public holidays.
Do you deliver to PO Boxes?
We are unable to deliver to PO Box numbers. This is to ensure the safe delivery of your order.
My order is being returned by the courier. What should I do?
If your parcel is being returned to us after failed delivery attempts, please contact us at hello@aeternah.com and we will arrange redelivery or a full refund.
Returns & Warranty
How can I return my order?
We accept free UK returns within 14 days of receiving your order. Items must be returned in their original packaging and in unworn, resalable condition. Simply contact us at hello@aeternah.com to initiate a return. Once we receive your request, we will issue a prepaid label for your convenience.
Can I return earrings?
Earrings are non refundable due to hygiene reasons. This is in line with standard industry practice to protect the health and safety of all our customers. If your earrings arrive faulty or damaged, please contact us immediately and we will arrange a replacement or full refund.
How long will it take to process my return?
Returns are processed within 14 days of us receiving the item. Refunds will be processed to your original payment method once we receive and inspect your return. An email confirmation will be sent out once the refund has been processed. Refunds take up to 10 days to appear in your account depending on your bank.
What does your warranty cover?
We cover manufacturing defects under our warranty policy. If you believe your piece has a manufacturing fault, please contact us at hello@aeternah.com with photographs and your order number within 14 days of delivery.
Ordering
How are my items packaged?
Every piece arrives in a signature Aeternah jewellery box, carefully wrapped and protected. Your collector’s card showing your unique piece number is included with every order.
Can I update my address after placing an order?
Unfortunately, address changes cannot be made once your order has been placed. Please ensure your delivery details are correct before completing your purchase.
Can I edit or cancel my order after it has been placed?
Orders cannot be edited once placed. If you need to cancel, please contact us at hello@aeternah.com immediately. We will do our best to accommodate your request, but once an order has been dispatched it cannot be cancelled.
What payment methods do you accept?
We accept all major credit and debit cards, Apple Pay, Google Pay, and PayPal for your convenience.
What should I do if an item is missing or I received the wrong item?
Please contact us at hello@aeternah.com with your order number and a description of the issue. We will resolve any missing or incorrect items as quickly as possible.
About Aeternah
What is Aeternah?
Aeternah is a luxury jewellery house born on the edge of the Forest of Bowland, Lancashire. We create limited edition pieces, only 500 per design, that are designed to be worn today and cherished for generations. Our name comes from the Latin ‘aeterna’, meaning eternal.
What makes Aeternah different?
Every Aeternah jewellery design is limited to just 500 pieces worldwide. When they sell out, the design retires forever. This means what you own is genuinely rare. We don’t follow trends or mass produce. We create timeless pieces designed to be passed down through generations.
How do I care for my stainless steel pieces?
Our stainless steel pieces are PVD coated for enhanced durability and a lasting finish. You can wear them in the shower and during everyday activities without worry. However, we recommend removing them before swimming in chlorinated pools or the sea, and avoiding prolonged contact with harsh chemicals, perfumes, or lotions applied directly to the jewellery. To clean, simply wipe with a soft damp cloth and dry thoroughly. Store your pieces in the Aeternah box when not wearing them to prevent scratching. With proper care, your stainless steel pieces will maintain their beautiful finish for years to come.
How do I care for my titanium pieces?
Our earrings are made from titanium and finished with a PVD coating for a luxurious, long lasting appearance. Titanium is naturally hypoallergenic, making it ideal for sensitive ears. You can wear your earrings in the shower, but we recommend removing them before swimming in chlorinated or salt water. Avoid applying perfume or hairspray directly onto the earrings. To clean, gently wipe with a soft dry cloth. Store them in the Aeternah box when not in use to keep them looking their best.
Please contact us at hello@aeternah.com with your order number and a description of the issue. We will resolve any missing or incorrect items as quickly as possible.
Still have a question?
We’d love to hear from you. Our team typically responds within 48 hours. During busy periods, this may be slightly longer.