Shipping Policy – Eternum Charms
1. Supply Chain At Eternum, we partner with verified manufacturers across Europe, Asia, and the United States, and operate our own logistics centers to deliver authentic, top-quality silver products worldwide. Depending on the destination and product availability, orders are shipped from the nearest fulfillment location to ensure faster and more reliable delivery. We work with trusted global carriers such as DHL, FedEx, UPS, USPS, Royal Mail, and other local partners to guarantee safe delivery in every region.
2. Order Processing Order processing may take up to 3 business days (Monday to Friday, excluding holidays). Once processed, you'll receive a confirmation email with your tracking link.
3. Estimated Delivery Times Delivery times vary depending on your location:
- Europe: 4–10 business days
- United Kingdom: 5–9 business days
- United States & Canada: 4–10 business days
- Australia & New Zealand: 7–12 business days
- Rest of the world: 8–15 business days
Additional notes:
- Delivery times do not include weekends or local holidays.
- Remote areas and islands may require additional transit time.
- Events such as strikes, extreme weather conditions, or peak demand periods may extend these timelines in exceptional cases.
4. Order Tracking The tracking link is sent automatically once the package leaves our warehouse (typically activated within 24–48 hours). You can also check the status anytime from your account or through the "Track my order" section on our website.
We recommend that customers monitor their shipment progress and notify us of any irregularities so we can assist immediately.
5. Shipping Address Accuracy It is essential to provide a complete and correct address at checkout. If the package is returned due to an incorrect or incomplete address, it may be reshipped (with new shipping costs covered by the customer) or refunded, with logistics costs deducted — even if the purchase included a "free shipping" promotion.
6. Failed Deliveries and Collection In the event of a failed delivery, most carriers hold the package at a pickup point for 7–10 calendar days. If not collected within that period, the package is returned to the sender and the reshipping fees described in the previous section apply.
7. Customs, Duties, and Taxes For orders within the European Union, prices already include applicable VAT under the IOSS scheme, so no additional charges apply at delivery.
For international orders outside the EU, customs duties or import taxes may apply depending on your country's regulations. These fees are determined by local authorities and are generally the customer's responsibility. If you encounter unexpected fees, contact us with your order number and receipt — in most cases, Eternum covers or refunds these costs to ensure you never pay more than the amount shown at checkout.
8. Split Shipments Some orders may be shipped in multiple packages if they include items from different fulfillment centers. In that case, you'll receive a tracking number for each shipment.
9. Delays or Lost Packages If your order does not arrive within 25 calendar days after shipment, you can choose between:
- A free reshipment, or
- A full refund to the original payment method.
This guarantee is in addition to your statutory consumer rights in your country of residence.
10. Contact For any questions regarding shipping or deliveries, contact our customer service team Monday to Friday, from 9:00 AM to 6:00 PM (CET).