Shipping policy

Shipping and Delivery Policy

This policy explains order processing, delivery estimates, tracking, address changes, international charges and how delivery problems are handled. Business days are Monday to Friday and exclude public holidays.

Order processing

Standard orders are normally processed within 1–3 business days before dispatch. Processing time is separate from transit time.

Engraved or personalized orders require the additional personalization time shown on the relevant product page and order confirmation. Depending on the product, engraving currently adds approximately 1–3 additional business days.

During exceptional peak periods, processing may take longer. If a material delay occurs, we will contact the customer using the details supplied with the order.

Estimated transit time

After dispatch, delivery normally takes 7–12 business days. Standard orders should therefore usually be allowed up to approximately 15 business days in total. Engraved orders require the additional personalization time stated above.

Delivery dates are estimates, not guaranteed appointments. Carrier delays, customs inspections, severe weather, public holidays, local disruptions and other events outside our reasonable control can affect delivery. We will provide reasonable assistance if a shipment is delayed.

Pre-orders

A product or variant marked PRE-ORDER is not ready for immediate dispatch. The expected stock or dispatch information displayed on the product page at the time of purchase forms part of the order information. Orders containing a pre-order item normally dispatch after that item becomes available. If an order contains both in-stock and pre-order items, the order may be held and shipped together unless we confirm a split shipment.

Tracking

When an order is dispatched, a shipping confirmation with a tracking number will be sent to the email address provided at checkout. Tracking may take 24–72 hours to show its first update while the carrier receives and scans the parcel. Customers are responsible for monitoring tracking and promptly contacting us if an unusual delay or delivery problem appears.

Shipping address

The customer is responsible for providing a complete and accurate shipping address. Contact us immediately if a correction is required. We cannot guarantee address changes after processing has started and cannot change an address after dispatch.

If a parcel is returned, delayed, lost or delivered incorrectly because the customer supplied an incomplete or incorrect address, additional shipping charges may apply before it is resent. We are not responsible for loss caused by an incorrect address supplied by the customer, except where required by law.

International shipping, customs and duties

We ship to many international destinations, subject to carrier and legal restrictions. Taxes, duties or import charges collected at checkout will be shown during checkout. Any additional import duties, taxes, brokerage fees or local charges not collected by us are the customer's responsibility, unless applicable law states otherwise. Refusal to pay import charges does not automatically cancel the order or create a right to a full refund; any permitted refund may be reduced by return shipping or carrier charges where lawful.

Packages marked as delivered

If tracking shows delivered but the parcel cannot be located, check the delivery location, household members, neighbours and any safe place, then contact us within 7 days. We will assist with a carrier investigation.

The customer may be asked to provide a signed non-receipt declaration and cooperate with the carrier or relevant authorities. Carrier tracking, delivery photographs, GPS data, signatures and other delivery records may be used to assess the claim. A carrier's delivered scan does not remove any mandatory rights, but it is important evidence in the investigation.

Lost parcels

A parcel is not considered lost merely because tracking is temporarily delayed. We will follow the carrier's investigation and waiting periods. If the carrier confirms that the parcel was lost, we will provide the remedy required by applicable law, which may include replacement or refund. We do not issue duplicate compensation where the carrier, payment provider or another party has already reimbursed the same loss.

Damaged parcels or missing contents

If a package arrives damaged, tampered with or with missing contents, contact us as soon as possible, preferably within 48 hours. Keep the item, shipping label and all packaging. Provide the order number and clear photographs. A continuous unboxing video showing the sealed package, label and contents is strongly recommended and can significantly help the investigation. Claims without a video may require additional verification. This requested reporting period does not reduce mandatory statutory rights.

Failed delivery, refusal and unclaimed parcels

Customers are responsible for following tracking and arranging collection or redelivery when requested by the carrier. If a parcel is returned because delivery was refused, not collected, or could not be completed for reasons attributable to the customer, any permitted refund may be reduced by the original and return shipping costs where lawful. Personalized items remain subject to the personalized-item exclusions in our Refund Policy.

Contact and business information

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