These conditions apply to every order placed on www.eternalcity.jewelry. Placing an order means you accept them.
30-day satisfaction guarantee
If you are not satisfied with your purchase, you may return it within 30 days of delivery for a refund of the price paid for the goods.
- The piece must come back complete, unworn and undamaged, in its original luxury box.
- Write to us at Contact before sending anything back, so we can confirm the return address.
- Return shipping is paid by the buyer. We refund the price of the goods, not the cost of sending them back to us.
- The original outbound shipping cost, where charged, is not refunded.
- Refunds are issued to the original payment method within 14 days of us receiving the returned piece.
This guarantee is offered in addition to, and does not limit, your statutory rights as a consumer.
What we can accept back
To qualify for the guarantee, the piece has to come back to us in the state it left:
- returned in its original box and packaging
- with the tag still attached
- with no sign of having been worn or used
If the stones, the cord or the metal show damage caused by wear, we may deduct the cost of that damage from the refund and will tell you the amount before we do.
How long a return takes
Allow up to 7 working days from the moment your parcel reaches us. We inspect the piece, then issue the refund to the payment method you used and send you a confirmation by email.
Because every piece is assembled to order, we are not obliged to accept returns for a simple change of mind. We accept them anyway: that is what the 30-day guarantee is for.
Resizing
Measure your wrist before ordering — the Size guide shows how.
First order. If the fit is wrong on your first purchase, we resize the piece once free of charge, within 30 days of delivery. You send it to us at your cost; we pay the shipping to send it back.
Later orders. Write to us with a photograph of the piece so we can check it was made to the size ordered. If it was, resizing is charged at € 15 per piece, plus shipping both ways.
Bead size limits how precisely a piece can be adjusted. We work in whole beads, so the finished length may differ slightly from the figure you ask for, and two pieces in different bead sizes may not measure identically.
Exchanges
Within 30 days of delivery you can exchange a piece for another of the same value, under the same conditions listed above. Outbound shipping on the replacement is on us; the cost of sending the original back is yours. Allow up to 7 working days for us to register the exchange, then we confirm by email when the new piece ships.
Sending a parcel back to us
Use a tracked service and insure the parcel for the full value of what is inside. Until it reaches us the parcel is your responsibility: we cannot refund, resize or exchange a piece that is lost or damaged on the way back.
Made to order and natural stone
Our pieces are assembled by hand from natural gemstones. Colour, size and pattern vary from stone to stone, and slight differences from the photographs are normal — they are not a defect and are not grounds for a claim of faulty goods, though the 30-day guarantee above still applies.
Prices and payment
Prices are shown in euro and include VAT where applicable. Payment is taken at the time of the order. We accept the payment methods shown at checkout. An order is confirmed only once payment has been received.
Shipping
- Free shipping on orders from € 50.
- Below € 50, shipping is € 8 flat.
- We ship worldwide from Italy, with tracking.
- Any customs duties or import taxes outside the EU are payable by the buyer.
Delivery times are estimates and are not guaranteed. Delays caused by the carrier or by customs are outside our control.
Faulty or incorrect items
If a piece arrives damaged, faulty, or is not what you ordered, contact us within 14 days of delivery with photographs. In that case we cover the return shipping and either repair, replace, or refund the piece in full.
Cancelling an order
Pieces go into production quickly, so tell us within 24 hours of ordering if you want to cancel. Before the parcel ships we refund in full; once it has shipped, the 30-day guarantee above applies instead.
Contact
Questions about an order or a return: Contact.