Lab Engagement

Frequently asked questions

Refund Policy

Eterni does not offer refunds for purchases due to a change of mind or incorrect selection. Refunds are only available if an item is deemed faulty or if the product specifications differ from the description provided on our website.

Returns or exchanges may be made within 7 days of receiving your item if it is unsuitable or you have changed your mind. To arrange this, please contact our team via eterni01@yahoo.com or visit our store at Westfield Booragoon, shop 168/125 Riseley St, Booragoon WA 6154

If you choose to return an item by post, please retain a copy of your shipping receipt and tracking details, as Eterni cannot be held responsible for items lost in transit. For refund requests, our workshop will carefully inspect the returned item to determine if it meets the criteria outlined above.

All returned items must be in their original condition — unused, unaltered, and accompanied by the original packaging, purchase receipt, valuation, and diamond certificate(s). Custom-made pieces or items that have been resized, engraved, or altered at the customer’s request cannot be returned. Eterni also accepts no responsibility for items that have been altered by a third party; such pieces are ineligible for exchange, credit, or refund.

If your item is not suitable and you wish to return it, Eterni may issue a credit note for the original purchase amount. This credit can be used toward future online or in-store purchases and will remain valid for 12 months from the date of issue.

We aim to process all returns promptly. Once your item has been received, you will receive a confirmation email. If a refund has been approved, the amount will be credited back to the original payment method. Please note that card refunds may take several business days to appear in your account.

Online Purchases Only — Refund Policy

For items purchased directly through the Eterni website, we offer a 30-day money-back guarantee. Products bought online may be exchanged or refunded to the original payment method within 30 days of purchase. Returned items must be unused, unaltered, and accompanied by their original packaging, receipt, valuation, and diamond certificate(s).

To arrange a return or refund, please contact the Eterni team at eterni01@yahoo.com or call 0414128588. If returning an item by post, please note that return shipping is at the sender’s expense. We recommend keeping all postage receipts and tracking details, as Eterni cannot be held liable for items lost during transit.

At Eterni, we understand that personal style evolves over time — and your jewellery should evolve with you. As trends change and your story grows, our in-house remodelling service allows you to breathe new life into your treasured pieces. Whether you wish to modernise a design, repurpose heirloom stones, or simply refresh a piece to suit your current style, Eterni is here to help your jewellery continue to reflect who you are — beautifully, timelessly, and uniquely.

Our Guarantee Agreement

Each Eterni creation is crafted with care and precision to be cherished for generations. To ensure your piece remains as exquisite as the day it was made, we offer a complimentary care and inspection program as part of our guarantee agreement.

We kindly ask that you bring your piece to us every six months for a complimentary professional clean and inspection (with an additional visit recommended within the first three months of purchase). Regular maintenance ensures that your jewellery stays secure, radiant, and perfectly maintained for years to come.

Jewellery, by nature, requires care. Depending on your level of wear, our team will happily advise you on any adjustments or maintenance that may be needed to preserve your Eterni piece’s brilliance and structural integrity.

Jewellery Care

Keeping your jewellery in pristine condition is simple — with a few easy habits, your pieces will continue to sparkle for a lifetime.

We recommend polishing diamonds regularly with a soft, lint-free cloth to maintain their brilliance. For a deeper clean, wash your jewellery in warm, mild soapy water, using a soft-bristle brush to gently remove any build-up. After rinsing, dry immediately with a soft cloth or a gentle blow dryer on a cool setting. We also suggest a professional cleaning once a year for optimal maintenance.

Though diamonds are the hardest natural substance, they are not indestructible. A sharp impact or contact with another diamond can cause chips or fractures. Please handle all pieces with care — avoid touching the centre stone directly, as pressure on the setting may loosen the prongs over time. Always hold your ring by its band (shank) when putting it on or taking it off.

Proper storage is equally important. Keep your jewellery in individual pouches or boxes to prevent scratches or tangling.

We also recommend removing jewellery before household chores, exercise, or applying products such as lotions, perfumes, or hairsprays, as chemicals can dull metals and affect the lustre of gemstones.

With thoughtful care and gentle handling, your Eterni jewellery will remain a cherished part of your story for generations to come.

Repairs

Life’s moments — big and small — can sometimes leave their mark on your jewellery. If your Eterni piece is damaged or you notice loose stones or settings, we recommend bringing it to us as soon as possible. Please stop wearing the item and store it safely until our expert team can inspect it.

Our skilled jewellers will carefully assess your piece and carry out any necessary repairs or restoration to return it to its original beauty. Whether it’s a minor adjustment or a complete restoration, we take pride in ensuring your Eterni piece looks as radiant as the day you first received it.

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.

At Eterni, our craft is more than a business — it’s a family legacy. Each piece is lovingly handmade by our father, whose skill, patience, and artistry are at the core of everything we create. Every diamond is set, and every detail refined, with his careful hands and unwavering commitment to perfection. As our journey continues, his daughters are learning the same traditional techniques and values that built Eterni — the art of slow craftsmanship, attention to detail, and the belief that true beauty is created with heart. Together, we’re proud to carry forward this legacy, ensuring that every Eterni piece remains a symbol of family, love, and timeless craftsmanship for generations to come.

AUSTRALIA

Eterni offers complimentary shipping on all orders within Australia.

Once your order has been processed and payment confirmed (please allow up to three business days), your item will be dispatched, and a tracking number will be sent to the email address provided at checkout so you can follow your delivery at any time.

While we do our utmost to ensure timely delivery, Eterni cannot accept responsibility for delays caused by the freight provider once your parcel has been dispatched.

INTERNATIONAL

For international orders, a flat shipping fee of $25.00 AUD applies.

All international purchases are exempt from Australian taxes; however, please note that customs duties, import fees, or local taxes may be applied by your destination country. We recommend contacting your local customs office for further information regarding applicable charges.

Please allow up to 10 business days for your order to arrive after you receive your dispatch confirmation email.

IMPORTANT NOTICE

Delivery timeframes provided are approximate, and Eterni is not liable for any shipping delays once your parcel is in the hands of the freight provider.

Please ensure that your shipping address is entered accurately at checkout. Eterni cannot be held responsible for items that are delayed or undeliverable due to an incorrect or incomplete address, or one not recognised by the courier service.

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