Refund policy
Returns
We have a 28-day return policy, which means you have 14 days to notify us that you would like to return your item and an additional 14 days to send the item back for a refund.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
If you are returning all or part of an order that contained a free gift, please note the following:
- We do not offer returns of exchanges for any free item you receive with your order.
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If you would like to return your purchase(s), and keep the free gift, its value will be deducted from your refund.
Original shipping charges are non-refundable. We also cannot refund duties and taxes. If you choose to return your order in full and your order previously qualified for free delivery, the cost of delivery originally covered by Eternal Empire & Co will be deducted from the refunded amount.
Customers are responsible for return shipping costs. We suggest you return by tracked shipping as Eternal Empire & Co cannot be held responsible if the item goes missing on its return.
To start a return, you can contact us at info@eternalempireandco.com.
Faulty Items
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Non-returnable items
For hygiene reasons, earrings cannot be returned or exchanged unless faulty. Personalised or engraved items are also non-returnable.
Exchanges
We do not offer exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Warranty
Eternal Empire & Co offer a 1 year warranty from date of purchase covering manufacturing defects. This warranty does not cover normal wear and tear, including damage due to perfumes, lotions, chemicals, improper storage, or unauthorised repairs or alterations.If a valid defect is confirmed, we will offer a repair, replacement, or refund at our discretion.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 working days. Please remember it can take some time for your bank to process and post the refund too.