index

RETURNS & REFUNDS

1. ELIGIBILITY

  • In-stock pieces may be returned within 30 days of delivery.
  • To qualify, the item must be unworn, undamaged, in its original packaging, and accompanied by its original certificate and any documentation provided at purchase.

2. NON-RETURNABLE ITEMS

  • Made-to-order pieces.
  • Engraved or personalised pieces.
  • Resized pieces (once resizing has been carried out).

These are exempt from return or exchange unless the item is faulty on arrival.

3. HOW TO START A RETURN

  1. Email contact@eternityjapan.com with your order number and reason for return.
  2. We will confirm eligibility and share return instructions, including the return address in Japan.
  3. Pack the item securely in its original packaging and ship it using a trackable, insured service.

4. RETURN SHIPPING COSTS

Return shipping is the customer's responsibility unless the item is faulty or an error was made on our part.

5. REFUNDS

  • Refunds are processed once the returned item has been received and inspected at our studio in Japan.
  • Approved refunds are issued to the original payment method within 7–10 business days of inspection.
  • Original shipping charges are non-refundable, except where the return is due to a fault or error on our part.
  • Customs duties and import taxes paid at delivery are non-refundable by Eternity Japan; these may be reclaimable directly through your local customs authority.

6. EXCHANGES

We currently process exchanges as a return followed by a new order, to ensure accuracy of sizing and specification.

7. FAULTY OR DAMAGED ITEMS

  • If your order arrives faulty or damaged, contact us within 7 days of delivery at contact@eternityjapan.com with your order number and photographs of the issue.
  • We will arrange a replacement, repair, or refund at no additional cost, including return shipping.
  • This policy does not cover damage caused by wear, misuse, or unauthorised repair after delivery.

8. RING SIZING & RESIZING POLICY

Before you order

Use our printable ring sizer or size conversion chart, available on the product page, to confirm your size before ordering.

Resizing eligibility

  • Full Eternity rings (stones set around the entire band) cannot be resized, due to the construction of the piece. Please size carefully before ordering.
  • Half Eternity and other rings can be resized after purchase for an additional fee. Contact us to arrange this.

Turnaround

Resizing typically takes [X] business days from when we receive the piece — this will be confirmed at the time of request.

9. PAYMENT, PRICING & CURRENCY POLICY

  • Prices are displayed in your local currency where available, converted at prevailing exchange rates; the final charge may vary slightly depending on your card provider's rates.
  • All payments are processed securely at checkout; we do not store your full card details.
  • Prices include design and craftsmanship but exclude destination country duties and taxes, shown separately at checkout where possible.

10. ORDER CANCELLATION POLICY

  • In-stock orders may be cancelled free of charge within 24 hours of order confirmation, provided the order has not yet been dispatched.
  • Made-to-order and engraved pieces may be cancelled within 24 hours of order confirmation. After this window, production begins and the order cannot be cancelled, as materials are sourced and cut to specification.

11. CERTIFICATE & WARRANTY

  • Every piece is accompanied by a certificate confirming metal purity and, where applicable, diamond or gemstone details.
  • [Add here: any craftsmanship warranty period Eternity Japan wants to offer, e.g. "12-month warranty against manufacturing defects."]