Welcome to EternaStar! We hope you are delighted with your purchase of our personalized handcrafted S925 silver jewelry. If you are not completely satisfied with your order, we offer the following return policy to ensure a pleasant and hassle-free shopping experience.
Return Conditions
- We accept return requests within 30 days of delivery.
- The item must be unused and in its original packaging, including all tags and accessories. We do not accept returns for items that are worn, damaged, washed, or altered in any way.
- Please contact us at contact@eternastar.com before initiating a return. Provide your order number, reason for the return, and include photos of the item if applicable, such as for quality issues or size errors.
Return Process
- Request Return: Email us at contact@eternastar.com to request a return. We will provide you with the return address and further instructions.
- Prepare Return: Pack the item with its original packaging and all accessories securely to prevent damage during transit.
- Ship Return: You may use your preferred shipping method. We strongly recommend using a carrier that provides tracking information so you can monitor your shipment. Please keep this tracking number for your records. EternaStar is not responsible for packages lost in transit if sent via untrackable methods.
Refund Processing
- Refund Timing: Once we receive the returned item and verify its condition, we will process the refund within 5-7 business days. During peak periods or special circumstances, processing times may be extended. Please be patient, and if you need to inquire about the status, feel free to contact us at contact@eternastar.com. Refunds will be issued to the original payment method, and original shipping costs are non-refundable.
- Shipping Costs: Return shipping costs are the customer’s responsibility. If the return is due to a quality issue or an error on our part, we will cover the return shipping costs.
- Refund Issues: If you have followed all procedures but have not received your refund, please contact us at contact@eternastar.com.
Exceptions to the Return Policy
- Custom Items: Custom or personalized items are not eligible for return unless there is a quality issue or an error in the item.
- Non-Returnable Items: Gift cards and sale items (special offers).
- Shipping and Other Fees: Return shipping and any other fees are the customer’s responsibility unless there is a quality issue or error with the item.
- Exchanges: We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please email us at contact@eternastar.com.
Contact Us
If you have any questions about our return policy or need further assistance, please feel free to reach out to us at: contact@eternastar.com.
Policy Updates
Please note that our return policy may be updated periodically. We encourage you to review our return policy regularly to stay informed of any changes.
Thank you for choosing EternaStar. We look forward to providing you with more exquisite jewelry pieces. We appreciate your understanding and support!