FAQ's

FAQs

Where are your stores?

We have 2 stores in Scotland. To find your nearest store please use our Store Locator  or if you would prefer, please call us on 0141 556 6762 or email us at enquiries@eternitythejewellers.co.uk.

 

Can I contact you by phone?

Yes you can. You can reach our Online Sales Team on 0141 556 6762 Monday - Saturday 9am - 5.30pm, Sunday 11am - 5pm.

 

I would like more information about a product

No problem. Simply call us on 0141 556 6762 or email us enquiries@eternitythejewellers.co.uk with your question. If you could include the product code that is located online, this will help us to deal with your enquiry more efficiently.

 

What if I don't like it when I receive it?

This is not a problem. We offer a 14 day change of mind policy on all purchases.* We will happily exchange the item(s) or provide a full refund to the purchaser’s card should the gift prove unsuitable.** Should you wish to exchange or return an item to us for a full refund please see our Returns Policy.

* The 14 day change of mind policy excludes engraved items and specially ordered items. This does not affect your statutory rights.

** Please note, a refund on return postage and packaging is not provided.

 

What guarantee comes with the product I am buying?

All our diamond products come a 1 year guarantee; all other products come with a minimum of 12 months guarantee. Some products may come with a longer guarantee period which will be specified within the product details page. This guarantee protects you against any manufacturing fault but excludes accidental damage and normal wear and tear. This does not affect your statutory rights.

 

I am buying a ring but I don’t know which ring size I require

This is not a problem. Whether the ring is for you or as a gift for someone else, we will happily adjust the size of any ring free of charge after purchase. If you do not know the size required at time of purchase, we will happily do this at any stage within your 14 day change of mind guarantee, thus enabling you to give the ring and then simply return it for adjusting later on*.

For lower priced silver rings, we will endeavour to exchange the purchase with the correct size from our stock room. If the required size is not in stock and your silver ring needs to be adjusted, you may incur a small charge. Please also bear in mind that some rings cannot be sized and some orders will be excluded from the free ring adjustment service. Click to read more about ring sizes and getting it right.

* The ring must be returned in 'new' condition. If you find you require a ring size larger than S for ladies and Z for men (or smaller than a J for ladies and R for men), we would need to advise you further as some styles of ring may not be available. In this instance, if within the 14 change of mind guarantee, we would happily exchange your purchase for a different style or offer a full refund.

 

I am buying a ring but I cannot see the size I require listed?

This is because most of our rings are only available in J-Q for ladies and R-X for men as further alterations outside these ranges may not be possible for certain ring settings. It may also mean that we have sold out of certain rings in certain sizes. If you cannot see the size required, please call us on 0141 556 6762 or email us at enquiries@eternitythejewellers.co.uk and we will be able to tell you if we can supply and whether there will be any additional costs involved.

Please note, items purchased in larger or smaller sizes than our standard range are excluded from your 14 day change of mind guarantee and may incur a 'non-standard' extra charge. This does not affect your statutory rights.

 

Can I get this ring in a different colour or carat gold?

If you see a ring in yellow gold, it may also be available in white gold (or vice versa). Similarly, if you see an item for sale in 9ct, it may also be available in 18ct or even platinum and palladium. Make a note of the product code and call us on 0141 556 6762 or email us at enquiries@eternitythejewellers.co.uk and we will be able to advise you if it is possible to order and how much it would cost.

Please note, items ordered in alternative metals and carats are excluded from your 14 day change of mind guarantee. This does not affect your statutory rights.

 

Can I get this ring with a larger diamond?

Many of our classic diamond solitaire rings are available with different carat weights (stone sizes). In addition, many more unusual styles may also be available with larger/smaller stones or different gemstones so please do not hesitate to ask. Please call us on 0141 556 6762 or email us at enquiries@eternitythejewellers.co.uk and we will be able to advise you. You will be made aware of any difference in price and you are under no obligation to proceed with an order at this stage.

Please note, items ordered with alternative stones are excluded from your 14 day change of mind guarantee. This does not affect your statutory rights.

 

Can I get a particular chain in a longer length?

Yes, many of our popular chains are available in alternative lengths. If you see a chain that you like but want to know whether it would be available in a different length (or a different carat, colour or style), please call us on 0141 556 6762 or email us at enquiries@eternitythejewellers.co.uk and we will be able to advise you if it is possible to get and how much it would cost. It is also possible to order chains in a shorter length for the same price - please do not hesitate to contact us.

Please note, items ordered in alternative lengths are excluded from your 14 day change of mind guarantee. This does not affect your statutory rights.

 

What cards do you accept?

We accept all cards including American Express and we also accept PayPal.

 

Can I pay by any other method?

If you would prefer not to input your cards details online and you do not have a PayPal account, you can also pay over the phone on 0141 556 6762.

 

How safe is it for me to pay for my order online with you?

We are totally committed to protecting your security and privacy at Eternity. The security of personal and credit card information is our highest priority therefore all payments made through our website - and are not through PayPal - are processed by Secure Trading. To find out more about Secure Trading security and their privacy policies please visit http://www.securetrading.com/

For more information please read our Privacy Policy.

 

Do I have to pay online?

Paying online with us is safe, quick and easy to do, however if you prefer you can reserve and pay for your item in store at one of our 2 branches. To do this simply do this select the click and collect option at checkout and we will send the item(s) to the store you select. The store will contact you when your order is ready for collection and you are under no obligation to purchase the item(s) once they have arrived in store.

Please note, the store will hold your item(s) for just 1 week after which time it will be returned to stock. Please contact us if you are unsure of the process as we can set this up for you.

 

When will I be charged for my item(s)?

When you place an order with us, payment is debited immediately from your account. If you wish to cancel your order and a refund is required, we can only do this providing your payment has cleared in our bank account and the order has not been dispatched. Once refunded you will need to allow 3-4 working days for the funds to show back in your account.

 

How do I get a refund if returning an item?

All refunds for online or telephone orders are carried out by our Online Sales Team at head office. You will therefore need to post your item(s) back to us using the instructions and returns address label provided with your invoice receipt. You are responsible for covering the costs of return postage and packaging.

 Click to view our full Returns Policy.

 

How much does delivery cost?

We will ship your order via Royal Mail Standard Delivery (2nd class post) free of charge and all orders over £95 require a signature on delivery for security reasons. We may choose to send your parcel by Express Delivery (with a signature) even if you have not selected it - at no extra cost to yourself.

If you spend under £95 you can upgrade to Express Delivery (from £7.95 depending on basket total) during the checkout stage. However please note, this does not mean you will receive your item(s) any quicker that estimated. Please see our Delivery Charges section for more information.

 

How long will my order take to arrive?

This depends on the stock levels of the item(s). Most items can be dispatched immediately - especially if they are in head office stock - meaning you may receive your order the following working day (if Express Delivery is selected and the order is placed before midday) and 2-4 working days later (if Standard Delivery is selected). Rings generally take longer to dispatch as often our goldsmiths will need to work on your ring prior to shipment (cleaning and inspection etc).

On average, we usually dispatch orders in 2-5 working days; actual delivery after this is dependant on the delivery service selected. Please look out for the 'Expected dispatch times' stated at the product level as this is extremely accurate. 

 

How will my items be sent?

Smaller parcels sent by Royal Mail will be shipped in plain, padded brown envelopes or brown boxes. 

 

Will I receive an email confirming that my order has been received?

Yes - a Confirmation Email will be sent to your selected email address once your order has been acknowledged. If you do not receive this email you may have entered your email address incorrectly, please first check your Junk folder to see if it has gone there, if not please phone us on 0141 556 6762 or email us at enquires@eternitythejewellers.co.uk so we can look into it.

 

Can I change my order?

Yes you can change your order at any stage providing it has not been dispatched yet. Should you wish to change your order please contact us on 0141 556 6762 or email us at enquiries@eternitythejewellers.co.uk as soon as possible stating your order number and your requirements. Please never include any card details in an email, as we cannot guarantee the safety of such a transmission.

 

Can I cancel my order?

Yes you can cancel your order providing it has not been dispatched yet. Should you wish to cancel your order please contact us on 0141 556 6762 or email us at enquiries@eternitythejewellers.co.uk stating your order number and that you wish to cancel your order with us. We will send you a confirmation email confirming that your order has been cancelled and a full refund will be made to your card once your payment has cleared in our bank account. Please allow 3-4 working days for the funds to transfer between banks.

 

Can I change the delivery address?

No not usually for security reasons, so we would suggest cancelling and refunding your order so that you can place it again. However in some circumstances this may be possible so please contact us as soon as you can by emailing enquiries@eternitythejewellers.co.uk so we can look into it.

 

Where is my order?

If you have not received your order within the specified delivery time or have a question regarding delivery of your order please do not hesitate to contact us on 0141 556 6762 or email us at enquiries@eternitythejewellers.co.uk. Please double check your email inbox - or Junk folder - which will advise you when and how your order was dispatched.

 

How do I return something?

Returning an item is simple - you can return it to a store or via the post. Please see our full Returns Policy for help and advice.

 

My order has arrived damaged. What can I do?

We take great care to pack your item(s) securely and it is extremely rare that something leaves the building damaged. Unfortunately we cannot control what happens to parcels in transit. However should this occur please contact us immediately on 0141 556 6762 or email us at enquiries@eternitythejewellers.co.uk. We will probably ask you to return the item(s) as per our returns instructions and upon receiving the item(s) back, we will dispatch a replacement and reimburse all postage costs via the method used to pay.

 

How long will it take to give me a refund if I return something?

We process refunds on a daily basis, so the day we receive your parcel is the day we will authorise the refund. Funds normally take 3-4 working days to process between banks.

 

Do I have to pay postage costs to return an item?

If you find the item unsuitable or it's no longer required, you are responsible for the cost of return postage and packaging. If the item is arrives damaged, has a manufacturing fault or is incorrect, your postage will be refunded via the method used to pay. Please note, a reimbursement of return postage will only be authorised once we have inspected the returned item(s).

 

Can I change an item in store?

Yes you can. Please take the item(s) and proof of purchase (invoice) with you. The item(s) can be exchanged for an item(s) to the equivalent or higher value and the difference paid in store. Alternatively, should you exchange for a lower value item(s), the difference cannot be refunded in store but instead will be actioned by our Online Sales Team at head office. Any monies refunded are always refunded to the original card used to make the purchase. Any store can arrange all this for you.

 

Can I get a refund in store?

Yes. Click to view our Returns Policy.

 

Can I be sure that I am buying from an ethical company?

We believe so. As a family business established for over 9 years, we have always taken our reputation very seriously and we require all our staff and suppliers to behave in a responsible and ethical fashion. 

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