FAQ
Orders and Payments
Once an order is confirmed and processing has begun, we generally cannot cancel or modify it. Please ensure you review your order details carefully before placing your order. If you need to make a change, contact our customer support team at contact@eternastar.com as soon as possible. While we will make every effort to assist you, we cannot guarantee that all change requests can be accommodated. Please note that once an order has been shipped or is already in processing, we cannot make any modifications or cancellations.
We process all payments through PayPal, offering you the convenience of using your PayPal account or a credit/debit card. Even if you don’t have a PayPal account, you can securely enter your card information on PayPal’s payment page.
For more information about payment methods and security, please visit our Payment Methods page.
You can apply coupons to your order at checkout. Once you’ve entered your coupon code, click “Apply,” and the discount will automatically adjust your order total. Please note that if you do not click “Apply” before continuing checkout, your order total will not reflect the coupon.
If your payment through PayPal is declined, please follow these steps to resolve the issue:
Verify Your PayPal Account: Ensure your PayPal account is active, and that you have sufficient funds or a linked payment method with enough balance.
Check Your Payment Information: Double-check that all your payment details in PayPal, such as your linked card or bank account, are up to date.
Contact PayPal: Sometimes, transactions may be declined for security reasons. Contact PayPal’s customer service to verify the transaction and resolve any issues with your account.
Try a Different Payment Method Linked to PayPal: If possible, try using a different credit card or bank account linked to your PayPal account.
Contact Us: If you continue to experience issues, please reach out to our customer support team for further assistance. We’re here to help you complete your purchase smoothly.
Shipping and Delivery
We currently ship to the United States and Canada, excluding remote areas in the U.S., military addresses, and overseas islands. For shipping inquiries outside these regions, please contact us at contact@eternastar.com.
All orders require a processing time of 2-5 business days before shipment. Shipping times are as follows:
- United States: Standard shipping takes 7-15 business days
- Canada: Standard shipping takes 10-20 business days
Total delivery time = processing time + shipping time. This does not include customs delays, weekends, holidays, or any unforeseen circumstances.
For more detailed information and shipping options, please visit our Shipping Information page.
Shipping costs are calculated at checkout based on the selected shipping method and destination. Free standard shipping is available for orders over $75 in the United States and over $100 in Canada.
| Country | Free Shipping | Standard Shipping | Express Shipping |
|---|---|---|---|
| United States | Orders over $75 | $6.90 | N/A |
| Canada | Orders over $100 | $9.90 | N/A |
For more details on shipping options and costs, please visit our Shipping Information page.
After placing your order, you will receive a confirmation email. Once your order has been shipped, you will receive a second email containing your tracking information. You can also check your order status by logging into your account or using the order tracking page on our website.
If your order is delayed, please note that total delivery time includes processing time (2-5 business days) plus shipping time. Shipping times can vary based on your location and any unforeseen circumstances.
For the most accurate update on your order’s status, check your tracking information or contact our customer support team at contact@eternastar.com.
If your package is lost or damaged during transit, please follow these steps:
- Check Tracking Information: Verify the tracking status of your package using the tracking number provided.
- Contact Carrier: Reach out to the shipping carrier to report the issue and get further assistance.
- Notify Us: If the carrier does not resolve the issue, please contact us at contact@eternastar.com with your order number and details about the damage or loss.
We will work with you to address the situation and provide the necessary support.
Return, Exchange, and Refund Policies
At Eterna Star, we accept return requests within 30 days of delivery. The item must be unused and in its original packaging with all tags and accessories. We do not accept returns for worn, damaged, washed, or altered items.
To initiate a return:
- Email us at contact@eternastar.com with your order number, reason for return, and photos of the item if applicable.
- We will provide the return address and further instructions.
- Pack the item securely and ship it using a trackable method.
Refunds will be processed within 5-7 business days after receiving and verifying the return. Return shipping costs are the customer’s responsibility, except for returns due to quality issues or errors on our part.
At Eterna Star, we only offer exchanges for items that are defective or damaged. If you need to exchange an item for the same product:
- Contact Us: Email us at contact@eternastar.com with your order number and details about the issue.
- Return the Item: Follow the instructions provided for returning the defective or damaged item.
- Receive the Exchange: Once we receive and verify the returned item, we will process the exchange and send you the replacement.
Please note that we do not offer exchanges for items that are not defective or damaged.
For returns and exchanges at Eterna Star:
- Return Shipping Costs: The cost of return shipping is the customer’s responsibility. However, if the return is due to a quality issue or an error on our part, we will cover the return shipping costs.
- Exchange Shipping Costs: For exchanges, the return shipping cost is the customer’s responsibility. We will cover the shipping cost for sending the replacement item if the exchange is due to a defect or error on our part.
Please contact us at contact@eternastar.com for further details or if you have any questions.
Once we receive your returned item and verify its condition, we will process your refund within 5-7 business days. During peak periods or special circumstances, processing times may be extended. Refunds will be issued to the original payment method used for the purchase. Original shipping costs are non-refundable.
If you are not satisfied with the product, you may request a return or exchange under the following conditions:
Returns: You can return the item within 30 days of delivery, provided it is unused and in its original packaging with all tags and accessories. Please contact us at contact@eternastar.com to initiate the return process. Note that returns are subject to our return policy.
Exchanges: We only offer exchanges if the product is defective or damaged. If you need to exchange an item for the same product, please contact us at contact@eternastar.com.
For more details on our return and exchange policies, please refer to our Return Policy page.
Products and Services
To keep your jewelry looking its best, handle it with care and clean it regularly. Wear your pieces often to help prevent tarnish, avoid exposing them to chemicals, and store them in a dry place using anti-tarnish bags or cloths. For more detailed care instructions and cleaning tips, please visit our Jewelry Care page.
Our jewelry is crafted with high-quality materials, including S925 silver, which is generally hypoallergenic. However, individual sensitivities can vary. If you have a known sensitivity to certain metals, please consider this when making a purchase. For more information or specific concerns, please contact our customer service team at contact@eternastar.com.
To ensure you select the perfect fit, we provide detailed size guides for all our jewelry products. For rings, we recommend using a ring sizer or visiting a local jeweler for accurate sizing. For bracelets and necklaces, please refer to our size chart and consider your comfort and style preferences. If you’re unsure or need further assistance, our customer service team is here to help at contact@eternastar.com.
Account and Privacy FAQs
If you forget your password, click on the “Lost your password?” link on the login page. You will be prompted to enter the email address associated with your account. We will send you an email with instructions to reset your password. If you don’t receive the email, please check your spam folder or contact our support team at contact@eternastar.com for further assistance.
We take the privacy and security of your personal information very seriously. Our website uses SSL (Secure Sockets Layer) technology to encrypt your data during transmission, ensuring it remains confidential. We also follow industry best practices to safeguard your information. For more details on how we handle your data, please refer to our Privacy Policy.
We offer various promotions and discounts throughout the year. To stay updated on our latest offers, please check our website regularly or subscribe to our newsletter for exclusive updates.