FAQs
Why choose Eterling ?
At Eterling our aim is to create collections combining traditional fine jewelry with modern bespoke pieces, crafted with handmade fine engraving that you can wear every day. We provide you a one and only high-end jewelry piece that matches your budget and requirements and remains unique in the world.
Our products have beautiful designs, unique and handmade from a conflict free, safe and secure supply chain so the happiness of wearing it, is deeper than just the beauty. Our collection is a mixture of cultures, styles and materials, made with the finest materials, yet perfectly affordable to bring joy to as many people as possible.
All our collections are made to order, making them unique in the world, with each of their small details shaped to provide a bespoke piece for your truly special occasion.
We believe that luxury does not have to mean overpriced items, due to additional mark-ups and branding costs. All our products are made with the finest materials, but as a direct to consumer jewelry brand, we can bring you the most competitive and fair pricing, by saving you additional retail mark-ups. We do not have expensive inventory, branding or storage costs, therefore our pricing is based on the current market price of precious stones and materials, in line with your preferences and price range, to bring joy to as many people as possible.
We design and create with carefully selected gemstones and jewelry metals which come from official and legitimate sources, to provide you with happiness whilst wearing our creations. In 2019, we opened a new chapter in our history, and launched our first ethical diamond ring collection which we are proudly continuing to expand.
What does it mean “made to order”?
All our jewelry pieces are produced based on your order, making each piece unique and made especially for you.
Which carat of fine gold should we have our jewellery made of?
The carat grading of gold refers to the percentage of pure gold in the alloy, with 9ct being 37.5%, 14ct being 58.5% and 18ct 75% pure gold. Alloying is needed, since pure gold is too soft and malleable. By adding other metals it will be harder, and we are able to produce different coloured raw materials too. The different alloy mixes affect the colour, hardness and durability of the piece, which should be taken into account when deciding which alloy to choose. Different alloys are better suited to different pieces and our team of jewellers can answer any questions you may have regarding this, or you can read more HERE.
We mostly recommend 14 carats gold for casual jewelry as it is good for everyday use thanks to its hardness. Especially for rings, since we wear them all day we find 14 carat gold a more resistant choice.
What are the most important things to know about diamonds?
Diamond is the hardest precious stone, it keeps its original beauty for hundreds of years, that makes it the symbolical stone of engagement jewelry.
The quality and value of a diamond is determined by 4 important decisive factors (the famous 4C :-)
- Cut: quality and size of its cutting,
- Degree of its Clarity (the inclusion is a small, unique formation in the precious stone’s structure.)
- Its Colour, or colourlessness,
- Carat: its size, which is its only exact attribute.
What other precious stones can be used, as an alternative to diamonds?
There are many possibilities.When considering the fact that most women wear their ring every day, the gemstone’s hardness and strength is vital. The harder it is, the longer it will serve as a beautiful decoration.
For more information, please refer to our pages about CHOOSING GEMSTONES and BIRTHSTONES.
Can I customize my engraving?
Personalizing your jewelry, with carefully chosen words on your ring, is a beautifully romantic and unique way to commemorate an occasion. We can engrave any special message, name or date onto your ring.
How do I find my ring size?
We always recommend that our customers are professionally sized by a local jeweller where possible, as it’s the safest method. Be sure that you are given a precise size, mentioning the scale, as European, US, UK sizing are different. Please consult our sizing guide prior to ordering to ensure your order correctly.
If you have received your ring and you have ordered the incorrect size, the first thing to do is to contact us to arrange the next steps. Depending on the design, most of our pieces are able to be resized within a certain range (if not - like for full eternity rings - it will be confirmed by our team before your order).
How long will it take to get my piece?
All our jewelry is hand made to order which means that each piece is made especially for you.
The usual deadline to prepare our rings is 4 weeks, but in case of specific gemstones it might vary. Please contact us before you order to give you a precise turnaround time.
If you need a piece before a specific date, please contact us before ordering to ensure this will be possible and to avoid any disappointment.
We do our best to have your piece ready as quickly as possible, but please note that turnaround times are an approximate guide and are subject to change.
The deadline for preparing bespoke jewelry with completely customized designs is always subject to personal consultation.
Why might the pricing change?
All our products are made to order, therefore our pricing is based on the current market price of precious stones and materials, to give you the most competitive and fair pricing. If you would like a personalized quote for an item, click ‘Contact us' or ‘Add to quote’ with the product name, and our team will be in touch with you. Indicative prices on the website are for basic models in 14K gold. Please request the exact price for your preference before placing your order.
We try as much as possible to guarantee you the lowest possible pricing while respecting our quality requirements.
What taxes may apply?
Depending on the recipient country and the relevant import laws, duties and taxes may apply. These are not part of our pricing, as the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to. The payment of these is necessary to release your order from customs on arrival. Please note that we do not take responsibility for any duties, taxes or surcharges applied any specific country and we recommend that you check first prior to placing your order.
How to place an order?
Placing an order is done through our website, by adding one or more products to the "Basket". You are required to provide us with certain data in order to validate the order. The order is validated by checking the acceptance box of the T&Cs.
As all our products are made to order, production will not be started until receipt of your payment.
What does the packaging look like?
We ship in standard carrier boxes that are non-descript for security, and are securely packaged to prevent damage during transit. Inside, each piece is placed in our elegant gift box. You can also add your personal message per piece, which you can specify while placing your order.
All about shipping
We are pleased to provide worldwide delivery for your orders. Our delivery charges are set out in our website.
Once your order is shipped, you’ll receive a tracking number via email so you can track your delivery.
All of our shipping methods are fully insured so your pieces are covered whilst in transit. You will be responsible for signing for the receipt of your package. We cannot direct the shipper to leave your parcel anywhere, you will need to sign for the parcel in person.
Can I return or exchange my order?
As it is important to us that you are completely satisfied with your purchase (especially when it is carried out remotely via the Internet), we offer a 30-day returns policy, starting from the date of dispatch, for a full refund or exchange (except bespoke designs or jewellery which has been customized specifically to your requirement, and are not eligible for refund).
How do I start the return process?
If you need to return your piece for some reason, please contact our team to let them know beforehand and to start the return process together. To find out the procedure to follow in order to return your jewellery to us, you can reach our team here. Once we have confirmed the return process, you will be responsible for returning the piece to us.
You will need to package the piece/s in the original box or other sufficiently protective packaging to ensure their safety in transit and prevent any damage. You will also need to ensure that the piece is covered by insurance in transit and that it is required to be signed for on delivery. Once your piece has arrived safely and been processed, our team will be in touch to confirm the next steps.
What's your return and exchange policy?
The conditions for the 30 day return policy are the following:
- Valid for all designs available on our website. Bespoke designs or jewellery which has been customized specifically to your requirement (e.g. rings with engraving) are not eligible for refund.
- The returned items must be undamaged and in a "new and unused condition" with all original documentation and packaging
- The jewellery has not been previously returned for resizing
- Your previous purchase has not been subject of a 30 days return too
- In the event of an order comprising several pieces of jewellery, the final return can only apply to one piece (this condition was established to protect us from fraud)
- The jewellery has been returned within 30 days with the postmark being taken as reference.
- Items showing obvious signs of wear or alterations by another jeweller will not be accepted.
Are your diamonds sustainably sourced?
We use unique diamonds for exceptional pieces, ensuring the selection is ethically correct, and comes from official and legitimate sources, not involved in conflict financing and in accordance with the United Nations resolutions and the Kimberley Process.
In 2019, we opened a new chapter in our history and launched our first ethical diamond. These are formed in the laboratory and are respectful of humans and nature. They don’t contribute to any negative environmental or social issues and they’re physically, chemically, and optically identical to mined diamonds.
Are your pieces sustainably made?
We take great care to ensure that our pieces are produced with a focus on sustainability and ethical practice. Producing all of our pieces in house gives us complete control over the entire process, from sourcing and production to setting, finishing and packaging.