1. Our Supply Chain

We collaborate with vetted manufacturers in the United States, Europe, and Asia to ensure the highest quality at competitive prices. Whenever possible, orders for the European Union are shipped from regional warehouses to shorten transit times and avoid unnecessary customs delays.

2. Order Processing

Processing time: up to 3 business days (Monday to Friday, excluding local holidays).

Once processed, you will receive a shipping confirmation with a tracking link.

3. Estimated Delivery Times

*Business days exclude weekends and holidays in the destination country.
Unforeseen events such as extreme weather conditions, strikes, or high seasonal demand may extend these delivery times. If your package hasn't arrived within 20 business days, please contact us via the contact form on our website ( contact@eternumcharms.com ) so we can investigate with the carrier.

4. Tracking your Order

The tracking link is automatically sent by email once the package leaves the warehouse (usually activated within 24 hours). You can also check the status at any time in My Account → Order Status on our website. The customer is responsible for monitoring the progress of the shipment and notifying us of any irregularities.

5. Accuracy of the Delivery Address

Please provide a complete and correct address at checkout. Packages returned to the sender due to an incorrect or incomplete address may be:

• Reshipped: the customer assumes the new shipping costs; or

• Refunds: Original shipping costs (including “free shipping” promotions) will be deducted from the refund, as the carrier charges us for both journeys.

6. Failed Deliveries and Collection

Most carriers attempt delivery at least once and then hold the package at a local office or collection point for 7–10 calendar days. If it's not picked up within that period, the package is returned to the sender. In this case, reshipping fees apply (see §5).

7. Customs, VAT and Taxes

Orders shipped from outside your customs area may be subject to VAT, import duties, or handling fees:

• EU: VAT is charged at checkout under the IOSS scheme for orders under €150; orders over €150 may incur customs duties.

If unexpected additional charges arise, please contact us with your order number and supporting documents. In most cases, we'll either pay the fee directly or reimburse you, ensuring you never pay more than the total price shown at checkout.

8. Split Shipments

Items in the same order may arrive in separate packages if they come from different warehouses. You will receive individual tracking numbers for each package.

9. Delays of More Than 30 Calendar Days

If your package has not been delivered 30 calendar days after shipment, you can choose between:

• A reshipment at no additional cost , or

• A full refund to the original payment method .

This guarantee is in addition to — and does not affect — your statutory rights under EU consumer laws.

10. Questions

All shipping inquiries should be submitted via the contact form in the Help section of our website or by email to contact@eternumcharms.com . Our support team is available Monday through Friday, 9:00 AM to 6:00 PM (Madrid time).