Refund policy

Returns and Refunds

We want every order to arrive exactly as described. This policy explains how returns, cancellations, damaged items, missing items and refunds are handled. Nothing in this policy limits any mandatory consumer rights that apply under law.

Change-of-mind returns

For non-personalized items, contact us at eternallylovestore@gmail.com within 14 days after delivery. After notifying us, the item must be returned within 14 days unless applicable law provides otherwise.

Returned items must be unworn, unused, unaltered and in the same condition in which they were received, with all tags, protective materials and original packaging. Proof of purchase is required. Please contact us before sending anything so that we can provide the correct return address and instructions. Do not send a return to the sender's or manufacturer's address unless we instruct you to do so.

For a change-of-mind return, the customer is responsible for tracked return shipping and any loss or damage during return transit. Original expedited or premium shipping charges are not refundable beyond any amount required by applicable law.

Personalized and engraved items

Personalized or engraved items are made specifically for you and are final sale. They cannot be cancelled once production has begun, returned or exchanged, except if they arrive defective, damaged or incorrect, or where required by law.

Engraving is produced exactly from the text, capitalization, symbols and font selected by the customer. Customer-entered spelling, capitalization or selection errors do not qualify as a product defect.

Other non-returnable items

  • Gift cards.
  • Pierced jewellery or earrings after a hygiene seal has been removed.
  • Items that have been worn, used, altered, resized or damaged after delivery.
  • Items returned without their original packaging or components, where this prevents resale.

These exclusions do not apply where mandatory law gives the customer a remedy for defective, damaged, incorrect or misdescribed goods.

Order changes and cancellations

Contact us as soon as possible if you need to change or cancel an order. We cannot guarantee a change or cancellation after processing or production has started. Address changes are not guaranteed after dispatch. Personalized orders cannot be cancelled once engraving or production has begun.

Damaged, defective or incorrect items

Please inspect your order promptly after delivery. If an item is damaged, defective or incorrect, contact us as soon as possible, preferably within 48 hours, and provide your order number, clear photographs of the item, packaging and shipping label. Keep all original packaging while we investigate. This requested reporting period does not reduce any mandatory statutory rights.

If we confirm that the item is defective, damaged or incorrect, we will provide an appropriate remedy in accordance with applicable law, which may include replacement, repair or refund. We will cover reasonable return shipping where required.

Missing items and unboxing evidence

To help us investigate missing-item claims and protect both parties from fraud, we strongly recommend recording a continuous unboxing video showing the sealed package, shipping label and all contents from the moment the package is opened. Please also retain all original packaging.

If an item is reported missing, we may request the unboxing video, photographs, packaging, shipping label and other relevant evidence. Claims without an unboxing video may require additional verification. We may compare the claim with dispatch records, package weight, carrier records and packing evidence. This does not affect statutory rights relating to defective, damaged or incorrect goods.

Packages marked as delivered

If tracking shows delivered but the parcel cannot be found, please check the delivery location, household members, neighbours and any safe place, then contact us within 7 days. We will help open a carrier investigation. The customer may be asked to provide a signed non-receipt declaration and cooperate with the carrier or relevant authorities. Tracking records, delivery photographs, GPS data, signatures and carrier findings may be used when assessing the claim.

Refunds

We will notify you after an authorized return has been received and inspected. If approved, the refund will be issued to the original payment method within 10 business days. Your bank or card provider may require additional time to post the credit. If more than 15 business days have passed after we confirmed approval, contact us.

We do not issue a refund before a required return has been received and inspected, except where applicable law requires otherwise. Any reduction in value caused by handling beyond what is reasonably necessary to inspect the item may be deducted where permitted by law.

Contact and business information

Eternally Love is operated by ItdefenderLtd.
50b Cardigan Street
Luton, LU1 1RR
United Kingdom
Email: eternallylovestore@gmail.com