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Customer Service

How can I contact Eternal Collection?

Should you have any queries that are not answered below, feel free to call us on 03453 707071 (standard call charge within the UK) between the hours of 10am and 4.00pm Monday to Friday (excluding Bank Holidays), or send an email to:  mail@eternalcollection.co.uk

If you are outside of the UK call us on +44 3453 707071.  Alternatively, you can always send an email to: mail@eternalcollection.co.uk

How can I contact your Customer Care team?

Customer Care may be contacted by calling 03453 707071 (standard rate call charge within the UK), +44 3453 707071 from outside the UK or by emailing customercare@eternalcollection.co.uk.

Security & Account Details

Is the Eternal Collection website secure?

We realise that security will be uppermost in your mind when buying online and for that reason, we use the latest technology to ensure that all your personal and credit card details remain completely confidential.  Furthermore, no credit card details are stored on this site.

You can be completely secure in the knowledge that nothing can be examined, used or modified by any third parties attempting to gain access to sensitive information.

Please note that as we do not store your credit/debit card details, it will be necessary to enter your card details each time you place an order.

I've forgotten my password - what do I do now?

Click on Account at the top RH side of the screen and then in the Returning Customers section on the right-hand side of the screen click on the 'Forgot Your Password?’ link under the turquoise LOGIN button, enter your email address on the resultant page and hit the submit button.  You will then receive an email with a new password which you may of course subsequently change in your Account.

How do I change my account details?

Simple - Click on Account at the top RH side of the screen, log in, and choose from the options on the resultant page.
Make the amendments to your personal details and click on the 'Save' button.
Your account details will then be updated.

Orders, Returns & Cancellations

How will I know whether my order has been accepted?

After payment, you will see an on-screen message advising that your order has been accepted and you will also receive an e-mail confirming receipt of your order and providing contact details in case you have any queries about your order.

When will I receive my order?

  • Within the UK 24/48 hrs after despatch (excluding weekends)
  • Within Europe or Eire 3-5 working days after despatch (excluding weekends)
  • Outside of Europe 7-10 working days after despatch (excluding weekends)

Subject to stock availability we usually despatch within 24 hours, but at peak times this may extend to 48 hours.   We normally remove an item from sale if we have run out of, or are waiting for replenishment stock, but if you have placed an order with us and there is a stock availability issue we will always contact you directly.

Can I have my order delivered to a different address?

We can deliver your order to a different address other than your home/billing address. Simply amend the delivery details once you have logged in.  The order confirmation e-mail will confirm the delivery address you have chosen.

How do I go about returning items I have ordered?

To return an item from within the UK please call our Customer Care team on 03453 707071 (standard rate call charge within the UK) and we will arrange to send you a Returns Authorisation letter, together with a Freepost label, enabling you to return the item(s) to us at no cost to yourself.  Please note that the original delivery charge on your order is not refundable.

We are currently unable to offer a free returns service for overseas orders.  However, if you return an item for an exchange, you will not be charged for the second despatch.

If you telephone our Customer Care team on +44 3453 707071 or email mail@eternalcollection.co.uk then they will give you a Returns Authorisation number and also reserve any exchange item for you ahead of receiving your returned parcel.

When returning a parcel from overseas we would respectfully request that you use a registered postal service rather than a courier/delivery service.

Can I organise gift-wrap and a gift message with you?

All our items can be gift-wrapped for the small charge of £3.50 per gift wrap, i.e. several items can be wrapped together as one gift wrap for £3.50, or items can be wrapped individually at £3.50 per item wrapped.

You will need to place a separate order for each gift destination and despatch is charged, along with gift wrap, on each separate order.

If you wish to enclose a gift message with your order please enter your message in the 'Your Message' box shown at step 3 of the checkout and we will ensure that your message is enclosed with the order on one of our gift cards.  You can enclose a gift message without ordering gift wrap and there is no charge for this service.

Can I cancel my order?

Your Rights under the Consumer Protection (Distance Selling) Regulations 2000.

You have the right under these Regulations to cancel your order within seven working days (excludes Saturdays, Sundays and Bank Holidays) after the delivery date of your order.  

If you exercise your right to cancel, the items must be immediately returned to us, unused, and at your own cost.  Provided you cancel within the statutory period and bear the cost of returning your order, you may claim a refund of any sum paid to us for the items concerned including the original despatch charge.

We recommend that you obtain a certificate of posting from the Post Office for any returned items, as you are responsible for the goods until they reach us.

Eternal Collection Jewellery


Is your jewellery nickel-free and cadmium safe?

All our jewellery is nickel-free and cadmium safe.

Can I loosen my clip-on earrings?

Yes, all of our clip-on earrings are adjustable. Read more about how to adjust clip-on earrings from Eternal Collection.

How should I take care of my jewellery?

We offer some great advice on how to care for jewellery available from Eternal Collection in our Care For Our Jewellery guide.