Hassle-Free Returns
Returns
We want you to love every Aeternah piece. If something isn't right, our returns process is simple, free, and completely paperless.
Simple & Paperless
How It Works
Contact Us
Email us at customercare@aeternah.com with your order number and the reason for your return. We'll review your request and respond within 24 hours.
Receive Your QR Code
Once approved, we'll send you a QR code via email. No printer needed — simply show the QR code on your phone at any DPD Pickup Shop.
Drop Off Your Parcel
Pack your item securely in its original Aeternah packaging and take it to any DPD Pickup Shop. There are over 6,000 locations across the UK, including Halfords and local shops.
Refund Processed
Once we receive and inspect your return, we'll process your refund within 14 days. The refund will be returned to your original payment method.
Ready to Return?
Start Your Return
Email us with your order number and the item you'd like to return. We'll get back to you within 24 hours with your free DPD return QR code.
Email Us to Start a Returncustomercare@aeternah.com
Common Questions
Returns FAQ
How long do I have to return an item?
Under the Consumer Contracts Regulations 2013, you have 14 days from the date of delivery to request a return. Items must be in their original, unworn condition with all packaging and the certificate of authenticity included.
Is the return free?
Yes. All UK returns are completely free. We provide a prepaid DPD QR code — you don't need to print anything or pay for postage.
Can I return earrings?
Earrings are non-refundable due to hygiene reasons. This is in line with standard industry practice. If your earrings arrive faulty or damaged, please contact us immediately and we will arrange a replacement or full refund.
What if my item arrived faulty or damaged?
Please email customercare@aeternah.com within 14 days of delivery with photographs of the fault and your order number. We will arrange a free return and offer a replacement or full refund.
How long does the refund take?
We will process your refund within 14 days of receiving the returned item. Refunds are returned to your original payment method and may take up to 10 additional working days to appear in your account, depending on your bank.
What condition does the item need to be in?
Items must be returned unworn, undamaged, and in their original Aeternah packaging with the certificate of authenticity. If an item shows signs of use beyond what is necessary to inspect it, we may make a deduction from the refund to reflect the diminished value of the goods, in accordance with the Consumer Rights Act 2015.
Your Legal Rights
Under the Consumer Contracts Regulations 2013, you have a statutory right to cancel your online order within 14 days of delivery for any reason. Under the Consumer Rights Act 2015, you are also entitled to a refund, repair, or replacement if goods are faulty, not as described, or not fit for purpose. Our returns policy does not affect your statutory rights. For full details, please see our Shipping & Returns page.