1. Supply Chain

At Eternum, we work with verified manufacturers in Europe and Asia to provide authentic, high–quality silver jewellery.
Orders for the United Kingdom and Europe are shipped from our international logistics centre and delivered by trusted couriers such as Royal Mail, DHL, DPD, or similar providers depending on your location.

2. Order Processing

Processing time may take up to 3 working days (Monday to Friday, excluding public holidays).
Once your order has been processed, you will receive a confirmation email with your tracking link.

3. Estimated Delivery Time

  • Estimated total delivery time: 4–6 working days from purchase

  • Transit time once dispatched: 4–6 working days

Remote areas or islands may require up to 16 working days.
Delivery timeframes do not include weekends or public holidays.
Events such as carrier strikes, severe weather conditions, or high seasonal demand may occasionally cause delays.

4. Order Tracking

A tracking link will be emailed automatically once your parcel leaves our warehouse (tracking typically activates within 24–48 hours).
You can also check your order status at any time via your account or the “Track My Order” page on our website.

The customer is responsible for monitoring their shipment and notifying us of any issues.

5. Accurate Delivery Address

It is essential to provide a complete and accurate address at checkout.

If the parcel is returned due to an incorrect or incomplete address, it may be:

  • Resent (additional postage applies), or

  • Refunded with logistics costs deducted, including orders advertised with “free shipping.”

6. Failed Delivery & Collection

If delivery is unsuccessful, the courier may hold the parcel at a collection point for 7–10 calendar days.
Failure to collect within this period will result in the parcel being returned to the sender, and reshipment fees may apply.

7. Customs, VAT & Taxes

Prices displayed include applicable VAT under international IOSS schemes when required.
If unexpected duties or fees occur, please contact us with your order number and proof of charges.
In most cases, Eternum will cover or refund these charges so you never pay more than the price shown at checkout.

8. Split Shipments

Orders may arrive in multiple parcels if items ship from different warehouses.
You will receive a separate tracking number for each parcel.

9. Delays or Lost Orders

If your order does not arrive within 25 calendar days of dispatch, you may choose:

  • A free replacement, or

  • A full refund to the original payment method

This guarantee is in addition to your statutory consumer rights.

10. Contact

For any delivery–related questions, contact our customer support team Monday to Friday, 09:00–18:00 (UK time).

📧 contact@eternumcharms.com
Online support only

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