SHIPPING & RETURNS FAQ

Estimated Delivery Times

Orders will be dispatched from mid July 2026.

For time-sensitive occasions, if your piece is intended for a special occasion before the expected dispatch date, please contact us at customercare@aeternah.com. Where possible, we will always endeavour to prioritise earlier fulfilment.

Once dispatched, delivery is usually completed within 1–2 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.