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Delivery Information
Free UK Shipping
We offer free first class delivery on every order within the United Kingdom. There is no minimum spend required. Every Aeternah piece deserves to arrive beautifully, and we believe shipping should never be an afterthought.
How We Ship
All orders are dispatched via Royal Mail First Class or Evri, ensuring fast and reliable delivery to your door. You will receive a tracking email once your order has been dispatched so you can monitor its progress.
Estimated Delivery Times
Royal Mail First Class
1 to 3 working days
Evri
2 to 4 working days/span>
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.
PO Boxes
Please note that we are unable to deliver to PO Box numbers. This is to ensure the safe delivery of your order.
Packaging
Every piece arrives in a signature Aeternah box, carefully wrapped and protected. Your certificate of authenticity showing your unique piece number is included with every order.
International Shipping
For our debut collection, we are shipping within the United Kingdom only. International shipping will be available for future collections. Join the Collector’s List to be notified when international shipping becomes available.
Returns
Returns Policy
Free UK Returns Within 14 Days
We accept returns within 14 days of receiving your order. Items must be returned in their original packaging and in unworn, resalable condition. To initiate a return, please contact us at hello@aeternah.com.
Earrings
Please note that 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.
What Happens Next
Once we receive your request, we will issue a prepaid label for your convenience. 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.
Faulty Items
If your piece arrives faulty or damaged, please contact us at hello@aeternah.com within 14 days of delivery. Please include photographs of the fault and your order number. We will arrange a free return and offer a replacement or full refund.
SHIPPING & RETURNS FAQ
DELIVERY
Estimated Delivery Times
Orders are typically dispatched within 1–2 working days.
Once dispatched, delivery is usually completed within 2–3 working days.
Delivery times are estimates and may occasionally vary during busy periods.
Tracking Information
Once your order has been dispatched, you will receive a confirmation email containing tracking details where available.
Change Delivery Address After Ordering
If your order has not yet been dispatched, please contact us as soon as possible at customercare@aeternah.com.
We will do our best to accommodate any changes, but cannot guarantee amendments once processing has begun.
Order Delays
While we work closely with our delivery partners, delays can occasionally occur due to circumstances outside our control.
If you believe your order is significantly delayed, please contact us and we will be happy to assist.
Lost Parcels
If your order appears to be lost in transit, please contact customercare@aeternah.com and we will investigate with the courier.
Where appropriate, a replacement or refund will be arranged.
RETURNS
Free UK Returns Within 14 Days
We accept returns within 14 days of delivery.
Returned items must be:
- Unworn
- Unused
- In their original condition
- Returned with all original packaging and Collector materials
Returns that do not meet these requirements may not be eligible for a refund.
Requesting a Return
To initiate a return, please contact: customercare@aeternah.com
Please include your order number and reason for return.
We will provide further instructions.
What Happens Next
Once we receive your request, we will issue a prepaid label for your convenience.
Once your return has been received and inspected, refunds will normally be processed within 14 days.
Refunds will be returned to the original payment method used for purchase.
Earrings
For hygiene reasons, earrings cannot be returned if they have been worn or removed from their sealed packaging.
This does not affect your statutory rights where an item is faulty, damaged or not as described.
Exchanges
We do not currently offer direct exchanges.
If you wish to purchase a different item, please return the original item in accordance with our Returns Policy and place a new order.
Faulty Items
If your piece arrives faulty or damaged, please contact us within 48 hours at:
customercare@aeternah.com
Please include photographs of:
- The item
- Packaging
- Any damage present
We will review the issue and provide an appropriate resolution.
Warranty
All Aeternah items come with a one year warranty against manufacturing defects.
If you believe your item has developed a manufacturing fault, please contact us with details and supporting photographs.
Each case is assessed individually.
Incorrect Order
If you receive an incorrect item, please contact us immediately and we will arrange a resolution as quickly as possible.
Can I Cancel My Order?
If your order has not yet been dispatched, please contact us as soon as possible. However, we cannot guarantee it will be possible to cancel the order.
Once an order has been dispatched, it must be returned in accordance with our Returns Policy.
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.