Shipping Policy – ​​Eternum Charms

1. Supply Chain
At Eternum we collaborate with verified manufacturers in Europe and Asia to offer authentic silver products of the highest quality.
Orders destined for Spain and the European Union are shipped from our international logistics center and delivered by local carriers such as CTT Express, Correos Express, SEUR, DHL or similar, depending on the destination area (including the islands).

2. Order Processing
Processing time may be up to 3 business days (Monday to Friday, excluding holidays).
Once processed, you will receive a confirmation email with your tracking link.

3. Estimated Delivery Times

Estimated total time: 4–6 business days from purchase.

Average transit time: 4–6 business days after the order has been dispatched.

Islands and remote regions may require up to 16 business days.
The deadlines do not include weekends or local holidays.
Events such as strikes, extreme weather conditions, or peak demand can extend these times exceptionally.

4. Order Tracking
The tracking link is sent automatically once the package leaves the warehouse (usually activated within 24-48 hours).
You can also check the status at any time from your account or in the “Track my order” section on our website.

The customer is responsible for verifying the shipment's progress and notifying us of any irregularities.

5. Accuracy of the Delivery Address
It is essential to provide a complete and correct address at the end of the purchase.

If the package is returned due to an incorrect or incomplete address, it can be reshipped (assuming the new shipping costs) or refunded, deducting the logistics costs incurred, even if the purchase included a "free shipping" promotion.

6. Failed Deliveries and Collection
In case of failed delivery, most carriers leave the package at a collection point for 7–10 calendar days.
If it is not collected within that period, the package is returned to the sender and the reshipping fees described in the previous point apply.

7. Customs, VAT and Taxes
The prices shown in our store already include the applicable VAT under the IOSS scheme for orders within the European Union.
If any order incurs unexpected additional fees, please contact us with your order number and proof of payment.
In most cases, Eternum covers or reimburses these costs to ensure you never pay more than the amount shown at checkout.

8. Split Shipments
Some orders may be shipped in multiple packages if they include items from different warehouses.
In that case, you will receive a tracking number for each shipment.

9. Delays or Losses
If your order does not arrive within 25 calendar days after shipment, you can choose between:

A free forwarding, or

A full refund to the original payment method.

This guarantee is in addition to your legal rights as a consumer within the EU.

10. Contact
For any questions regarding shipments or deliveries, please contact our customer service team from Monday to Friday, from 09:00 to 18:00 (Madrid time).

📧 contact@eternumcharms.com
📍 Calle de Alcalá 54, Office 203, Madrid, Spain (online service only)