Frequently Asked Questions

Should you have any queries that are not answered below, feel free to call us on +44 (0)8453 707071 (local rate call charge within the UK) between the hours of 9am and 7pm Monday to Friday (excluding Bank Holidays) or Saturdays between 10am and 4pm.

Is your website secure?

We realise that security will be uppermost in your mind when buying online and for that reason we use the latest technology to ensure that all your personal and credit card details remain completely confidential.  Furthermore, no credit card details are stored on this site.

We have sophisticated security software (128-bit SSL) on our site that encrypts all your personal information, including credit or debit card numbers.  This encryption creates literally billions of different code combinations, making every transaction totally protected.

You can be completely secure in the knowledge that nothing can be examined, used or modified by any third parties attempting to gain access to sensitive information.

When you reach the checkout process the address at the top of the browser window will appear as "https" rather than "http" and you will notice that a padlock appears at either the top or bottom of your screen.

Please note that as we do not store your credit/debit card details, it will be necessary to enter your card details each time you place an order.

How will I know whether my order has been accepted?

After payment you will see an on-screen message advising that your order has been accepted and you will also receive an e-mail confirming receipt of your order and providing contact details in case you have any queries about your order.

When will I receive my order?

Subject to stock availability:

Within the UK - 24/48 hrs after despatch (excluding weekends).
Within Europe or Eire - 3-5 working days after despatch (excluding weekends).
Outside of Europe - 7-10 working days after despatch (excluding weekends).

Delivery times do depend upon stock being available, but you would not usually be able to checkout any item on the site that is not in stock.  If, for whatever reason, there is a problem we will always contact you direct.

Can I have my order delivered to a different address?

We can deliver your order to a different address other than your home/billing address. Simply amend the delivery details once you have logged in.  The order confirmation e-mail will confirm the delivery address you have chosen.

How do I go about returning items I have ordered?

To return an item from within the UK please call our Customer Care team on +44 (0)8453 707071 (local rate call charge within the UK) and we will arrange to send you a Returns Authorisation letter, together with a Freepost label, enabling you to return the item(s) to us at no cost to yourself.  Please note that the original delivery charge on your order is not refundable.

We are currently unable to offer a free returns service for overseas orders.  However, if you return an item for an exchange, you will not be charged for the second despatch.  If you telephone our Customer Care team on +44 (0)8453 707071 (local rate call charge within the UK), or email customercare@eternalcollection.com then they will give you a Returns Authorisation number and also reserve any exchange item for you ahead of receiving your returned parcel.

When returning a parcel from overseas we would respectfully request that you use a registered postal service rather than a courier/delivery service.

How can I contact your Customer Care team?

Customer Care may be contacted by calling +44 (0)8453 707071 (local rate call charge within the UK), or by emailing customercare@eternalcollection.com.

How can I request a catalogue?

By clicking on the 'Request a Catalogue' link button on the top menu or the bottom right hand side of the main Home page. 

I’ve forgotten my password - what do I do now?

Click on My Account at the top RH side of the screen and you will see in the middle of the screen - 'If you've forgotten your log-in details, click here'.  

Click on here and enter your email address in the box and then click on the SUBMIT button.

We will email your login details to you straight away.

Is your jewellery nickel-free?

All our jewellery is nickel-free.

Can I organise gift-wrap and a gift message with you?

In the drop-down box next to 'Gift Wrapping' in the Shopping Basket choose "Selected".  There is a small charge of £3.50 for this service and please note that gift wrap is charged per delivery address/recipient.

You will need to place a separate order for each gift destination and despatch is charged, along with gift wrap, on each separate order.

If you wish to enclose a gift message with your order please enter your message in the 'Your Message' box shown at step 3 of the checkout and we will ensure that your message is enclosed with the order on one of our gift cards.

How do I change my mailing preferences?

By accessing 'My Account' on the top menu from any page on the site.

Simply untick the box at the bottom of the page that appears beneath the text 'If you wish to receive news of new products and special offers by email then tick the box below'.  Then click on the 'Update' button beneath and a message will appear at the top of the screen to notify you that your account details have been updated.

The next time you access the 'My Account' page you will see the change made.

How do I change my account details?

Simple - log in and click on the 'Change Billing Name/Address or Delivery Address' option.

Make any amendments to your personal details and then click on the ‘Update’ button at the bottom of the page.

Your account details will then be updated.

Can I cancel my order?

Your Rights under the Consumer Protection (Distance Selling) Regulations 2000.

You have the right under these Regulations to cancel your order within seven working days (excludes Saturdays, Sundays and Bank Holidays) after the delivery date of your order.  If you exercise your right to cancel, the items must be immediately returned to us, unused, and at your own cost.  Provided you cancel within the statutory period and bear the cost of returning your order, you may claim a refund of any sum paid to us for the items concerned.

What are cookies? How can I enable/disable them?

A cookie is a small amount of data that a web site stores on your hard disk.  The purpose of a cookie is to store a preference that you specify, or to allow you to return to a site later and pick up where you left off. Some sites also use cookies to store information as you move from page to page on a site.  The Eternal Collection website does does require cookies, so if you disable or selectively disable cookies, be sure to allow them for access to our site.

To enable/disable cookies in Internet Explorer 7.x on a PC:
Open Internet Explorer
Select the TOOLS menu and then click INTERNET OPTIONS
Select the PRIVACY Tab
Move the slider up or down depending upon the desired level of security you would like.  You may also click the ADVANCED button and select how cookies are handled from the presented options


To enable/disable cookies in Internet Explorer 6.x on a PC:
Open Internet Explorer
Select the TOOLS menu and then click INTERNET OPTIONS
Select the PRIVACY Tab
Move the slider up or down depending upon the desired level of security you would like.  You may also click the ADVANCED button and select how cookies are handled from the presented options


To enable/disable cookies in Internet Explorer 5.x on a PC:
Open Internet Explorer
Select the TOOLS menu and then click INTERNET OPTIONS
Select the Security Tab then click the button labelled CUSTOM LEVEL
Scroll down to COOKIES and select the desired level of security from the presented options.


To enable/disable cookies in Internet Explorer 4.x on a PC:
Open Internet Explorer
Select the VIEW menu and then click INTERNET OPTIONS
Select the ADVANCED Tab
Scroll down to SECURITY and then COOKIES
Select the desired level of security from the presented options.


To enable/disable cookies in Firefox on a PC or Mac:
Open Firefox
Select the TOOLS menu and then click OPTIONS
Click on the COOKIES tab
Check or uncheck ALLOW SITES TO SET COOKIES
You may also set up site exceptions by clicking on the EXCEPTIONS button
Click OK to accept.


To enable/disable cookies in Netscape 4.x on a PC:
Open Netscape
Select the EDIT menu and then click PREFERENCES
Scroll down to ADVANCED
Select the desired level of cookie acceptance from the COOKIES options.


To enable/disable cookies in Internet Explorer 5.x on a MAC:
Open INTERNET EXPLORER
Click EDIT and select the PREFERENCES option
Under the RECEIVING FILES option, select COOKIES
Next to "When receiving cookies:" select the desired level of cookie acceptance
Click OK to finish.


To enable/disable cookies in Netscape 4.x on a MAC:
Open Netscape
Select the EDIT menu and then click PREFERENCES
Scroll down to ADVANCED
Select the desired level of cookie acceptance from the COOKIES options.