Free Shipping on all orders above 999Certification on gold and silver jewelryEasy returns with hassle free pick ups and refunds100% Authentic products directly sourced from brands
Free Shipping on all orders above 999Certification on gold and silver jewelryEasy returns with hassle free pick ups and refunds100% Authentic products directly sourced from brands
Eternz
Eternz

Frequently Asked Questions (FAQ)

Welcome to Eternz Help Center

Find answers to the most common questions about orders, shipping, returns, payments, and more.

ORDERS

Where is my order?You can easily track your order through the Eternz app or website. Once your order is shipped, a ‘Track Order’ button will appear under your order details. You’ll also see a progress bar showing the current status: Shipped, In Transit, and Delivered.

My order was canceled. Why did this happen?Orders can get canceled for several reasons such as:

  • The delivery pincode is not serviceable
  • The product went out of stock
  • Payment verification failed

If you face any issues, please reach out to our Support team via the Help section.

My order was canceled. Can I still buy the item?If your order was canceled, the same item may still be available for purchase. However, please note that the price or availability may have changed since your original order.

How can I cancel my order?You can cancel your order only if it has not yet been processed by the brand. Once the order has been confirmed or shipped, it cannot be canceled.

Can I change my address after placing the order?Address changes are possible only if your order has not yet been processed. Once confirmed or shipped, the address cannot be modified.

SHIPPING & LOGISTICS

How much does shipping cost?Shipping is completely free. Eternz offers free shipping on all orders (valid till December 31, 2025).

What are the shipping timelines?

  • Ready-to-Ship Products: Dispatched within 48 hours and delivered in 3–4 working days.
  • Made-to-Order Products: Crafted within 7–10 working days, shipped within 48 hours post-production, and delivered in 3–4 working days.
  • Gold Jewelry Orders: Shipped via BlueDart and fully insured for your safety.

Delivery timelines may vary slightly due to holidays, operational delays, or high order volumes.

Multiple brand ordersIf you order from multiple brands, your items may arrive separately. Each brand (seller) will have its own order ID and delivery timeline.

RETURNS & REFUNDS

Do you accept returns?We accept returns only in cases where a damaged or defective item has been delivered.An unboxing video is mandatory for all return requests to help verify and approve the return.

Each brand on Eternz has its own return and exchange policy. Please refer to the product page for the specific policy before purchasing.

When will I receive my refund for order cancellations?Refunds for canceled orders are processed within 5–7 working days from the date of cancellation, following standard banking timelines.

When will I receive my refund for returns?

  • Prepaid Orders: Once the returned item reaches the brand (usually within 12–15 working days), the refund is processed within 24 hours of confirmation.
  • COD Orders: Refunds are processed to your UPI ID within 24 hours of the brand receiving the returned item. Please ensure you provide your UPI ID while raising the request.

Return/Exchange WindowAs each brand has its own policy, please refer to the brand’s return policy mentioned on the product page before initiating a return or exchange.

PAYMENTS

What payment methods are accepted? We accept the following payment methods:

  • Credit/Debit Cards (Visa, MasterCard, American Express)
  • Net Banking (all major banks)
  • UPI
  • EMI options on eligible cards
  • Cash on Delivery (COD)

All transactions are 100% secure and encrypted.

When will my refund reflect in my account?Refunds usually take 5–7 working days after processing, depending on your bank or payment provider.

WARRANTY & PRODUCT CARE

Is there a warranty on products?Warranty applies only to the plating of jewelry and may vary from brand to brand. Warranty details are always mentioned on the product page.

ACCOUNT & PROFILE

How do I create an Eternz account?You can sign up using your mobile number on the Eternz app or website. An OTP will be sent for verification, no password required.

How do I log in to my account?Simply enter your registered mobile number and log in using the OTP sent to your phone.

SELLERS & BRANDS

Who fulfills my order?Eternz is a multi-brand marketplace, and your orders are fulfilled directly by verified partner brands listed on our platform.

What if I have an issue with a brand’s service or product?You can contact Eternz Support via the Help section, and we’ll coordinate with the brand to resolve your concern as per their policy.