General Policies

At Eterna, every piece we create is personal — designed, printed, and finished specifically for you. Because our jewelry is custom-made using your submitted photo, the process begins almost immediately after checkout. To maintain our fast delivery guarantee and ensure each item meets our high standards, it’s essential that all customers understand and follow the policies below.

These guidelines outline how to submit your photo, when and how design changes can be made, what to expect from our Review Your Design process, and the conditions under which refunds or reprints are available. By placing an order with Eterna, you confirm that you have read, understood, and agreed to these policies.

Our goal is always to deliver a keepsake you’ll cherish — one that beautifully captures the memory you’ve entrusted us with.

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Image Guidelines

To ensure the highest quality results, please make sure your uploaded images meet the following guidelines:

• Entire Face Visible: Do NOT pre-crop the image to the eyes.

• Proper Framing: Eyes should NOT be near the edges of the image.

• Proper Orientation: Image must NOT be rotated sideways or upside-down.

• Proper Distance: Subject should NOT be at a far distance.

• One Subject Only: Image must NOT include multiple subject.

• High Resolution: Avoid pixelated, low-quality, or blurry images.

• Good Lighting: Avoid strong shadows, harsh lighting, or glare

All submitted images will immediately be screened upon order placement. Orders submitted with non-compliant images will receive an email shortly after order placement requesting new images. Replacement images must be submitted within 24 hours of receiving this email. If you do not submit a replacement image within this timeframe, your order will be automatically processed with your original image.

If you fail to submit a replacement image in time or your replacement image also does not meet the image guidelines, Eterna cannot be held responsible for product quality issues concerning the final framing of your image, image resolution, and overall image quality. Complaints of this nature will not be accepted.

By completing checkout, the customer acknowledges and agrees to these terms.

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No Image Policy

All Eternal Eyes products are fully personalized and require a customer-provided photo. If a photo is not submitted at checkout, our customer service team will make multiple attempts to contact you and request one. Your order will remain on hold until the required photo is received.

If no photo or materials are provided within 30 days of purchase, the order will be deemed abandoned and permanently closed. No refunds, credits, or replacements will be issued for abandoned orders.

By completing checkout, the customer acknowledges and agrees to these terms.

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Customization & Design Changes

At Eterna, we pride ourselves on maintaining an exceptionally fast delivery timeframe and orders begin production soon after purchase to ensure timely shipping. If you anticipate wanting to modify your design before it ships, we encourage you to purchase Review Your Design at checkout (see Review Your Design section below for more information).

For customers that did not purchase Review Your Design, all customization change requests must be made within 48 hours of purchase and will incur a $10 customization change fee.

By completing checkout, the customer acknowledges and agrees to these terms.

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Review Your Design Policies (Post-January 5th, 2026)

Review Your Design emails will be sent from support@eternacustoms.com. Please make sure to check your inbox and/or spam folder frequently to ensure you do not miss the email. Eterna is not responsible for missed emails or unreviewed proofs due to email filters.

You have 48 hours after receiving your Review Your Design email to use the attached link to review your design(s) and make any desired modifications. After 48 hours of email receipt, the link will expire and orders will be automatically processed, made, and shipped. Once the link expires, no additional design changes can be made.

*As of right now, text cannot be changed using the Review Your Design link, meaning that all selected text is final at checkout.

By completing checkout, the customer acknowledges and agrees to these terms.

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Review Your Design Policies (Pre-January 5th, 2026)

Review Your Design emails will be sent from reviewyourdesign@eternacustoms.com. Please make sure to check your inbox and/or spam folder frequently to ensure you do not miss the email. Eterna is not responsible for missed emails or unreviewed proofs due to email filters.

You have 48 hours to respond to your Review Your Design email and request a specific change. Once a product is received, no additional design changes can be made. Post-delivery issues should be directed towards support@eternacustoms.com and fall under our cancellations, refunds, & reprints policy (see below).

Most Review Your Design changes involve a reprint and will ship separately from your original order. Your original order will still ship according to its original delivery timeline regardless of whether or not you opt for a reprint. 

Types of Changes

Complimentary Reprint

We’ll gladly reprint your item free of charge if:

• The image quality is poor compared to the submitted photo (e.g., blurry, off-color, major defect).
  • *Please note that image quality is highly contingent on the quality of your submitted photo(s)

• The order was made incorrectly by Eterna, such as:
  • Wrong chain type or item (e.g. necklace instead of keychain)
  • Wrong image coloring (e.g. black & white instead of color)

Complimentary reprints will either ship in place of the original order or ship separately depending on the nature of the request.

$10 Customization Change

If you’d like to change your original customizations (e.g. new photo or text) you can absolutely exercise your right to do so via Review Your Design for a $10 customization change fee. These are considered new design requests rather than corrections. By purchasing Review Your Design, you save $20+ by not having to reorder at base price!

All customization change reprints will ship separately from the original order.

FAQs

• When will I receive my reprinted order?

• Our normal timeline for reprints is the same as a standard order: 24-48 hours for processing, 1-2 business days for production, and 4-8 business days for shipping from the day the reprint is requested and approved. Please note that high-volume times of the year may extend this process since we still have an obligation to make new customers’ designs in a timely manner in accordance with our fast delivery guarantee.

• Can I change what is included/excluded in the final crop?

• Our product is designed to incorporate both the eyes and eyebrows. Provided the submitted photo meets our image guidelines, our automated cropping software will create the perfect crop that incorporates both, with the eyes vertically centered in the image. In the event that the photo cannot be cropped to include both due to a non-compliant image, the eyes will be prioritized. This crop is standard and cannot be modified. Special requests can be accommodated for a small fee, please reach out to the team if you have one!

• Why did I receive a shipping notification when I wanted to change my design?

• At Eterna, we uphold a strict delivery timeline to guarantee our customers have their purchased item in the timeframe promised to them when ordering. Therefore, your initial order will always ship as scheduled regardless if you requested a change or not. Don’t be alarmed if you receive it first and rest assured that your reprint is made and shipped separately!

• Will I be able to review my reprint?

• Yes, you will receive a separate Review Your Design email for your reprint once it is ready and will receive a new tracking number once it ships!

By completing checkout, the customer acknowledges and agrees to these terms.

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Cancellations, Refunds, & Reprints

Each Eterna piece is made to order — designed, printed, and packaged specifically for you. To upload our fast delivery guarantee, orders begin processing almost immediately after purchase. Additionally, unlike standard retail products, custom-made items cannot be restocked or resold. As a result, orders cannot be canceled once placed and all sales are final.

That said, your satisfaction is extremely important to us. Full/partial refunds or complimentary reprints are granted in the following cases:

• Product Defect: A visible defect, misprint, or quality issue clearly caused by Eterna’s production process.

  • Choose between complimentary reprint or partial refund of affected item(s)
    

• Incorrect or Missing Item(s): You received the wrong product, chain type, color option

  • Choose between complimentary reprint or partial refund of affected item(s)

• Missing Charm(s): You did not receive a heart charm or other small component

  • Partial refund of affected item(s)

In all cases, Eterna reserves the right to determine eligibility for refunds or reprints on a case-by-case basis after reviewing the details of your order and supporting photos. We take pride in the craftsmanship of every piece we make, and we will always do our best to make it right if an error occurs on our end.

By completing checkout, the customer acknowledges and agrees to these terms.

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Shipping Policies

We know each Eterna piece carries deep personal meaning, and we want to help ensure you receive yours as quickly as possible — even in the rare event of a postal delay or loss.

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Shipping Timeframe

We do everything possible to get your order made and shipped quickly! Shipping times vary depending on location.

• Processing Time: 24-48 hours

• Production Time: 1-2 business days

• Shipping Time: 4-8 business days

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Address Changes

Address change requests must be made within 24 hours of order placement. After that, shipping labels are printed and address changes cannot be made. The initial request must include the new shipping address for the change to be automatically processed by our system. If this condition is not met, the request will have to be manually fulfilled, and we cannot guarantee it will be made in time.

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Lost/Missing Orders

Once a package has been scanned in by USPS, it officially enters the postal system. At that point, Eterna cannot be held responsible for delivery delays, misplacements, or missing shipments caused by USPS or other carriers. However, we understand how important your order is and will do everything we can to assist you in resolving the issue. If your package appears lost or hasn’t updated in tracking for an extended period, please reach out to our support team at support@eternacustoms.com.

Lost In Transit

Applicable if tracking information has not updated for at least five business days. We will absorb all USPS claims and costs, and reprint and reship your order at no cost.

Lost But Delivered

Applicable if tracking information shows delivered but no package was actually received and the customer can clearly document the situation in writing. We will absorb all USPS claims and costs, and to ensure flexibility and peace of mind, customers can either request a complimentary reprint or a full refund.

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Failed Delivery or Inaccessible Address

Orders returned to sender due to an invalid or inaccessible address are not eligible for free reshipment. We can reprint and reship for a $10 fee once a valid address is provided.

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Missing House Number or Essential Address Info

Orders missing essential delivery details (e.g. house number) will follow the same policy as No Image Orders (see above). Our customer service team will make multiple attempts to contact you and request the essential details. Your order will remain on hold until the details are received.

If no details are provided within 30 days of purchase, the order will be deemed abandoned and permanently closed. No refunds, credits, or replacements will be issued for abandoned orders.

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Customer Support

For support or order-related questions, please reach out to our team at support@eternacustoms.com. We’re here to help and will do our best to make sure your Eterna experience reflects the care and meaning behind every design!

Please allow up to 48 hours for an email response as well as weekend and seasonal delays during busy times of the year.