Please do not crop your photo! Our software does a great job at capturing your eyes and eyebrows from a full photo. Pre-cropped images often print poorly and have to be corrected manually by our team, delaying the production process.

For the best results, choose a clear, well‑lit photo taken at a close distance.

A few tips:

• Make sure the eye is fully inside the frame (no eyes or eyebrows near the edge of the frame).
• Avoid cropping the photo yourself — our software does that automatically. Pre‑cropped images have to be fixed by our team and will cause delays.
• Natural lighting works best.
• The sharper the photo, the sharper your jewelry will look.

For our complete image guidelines and example photos, click here.

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.

For our complete image guidelines and policies, click here.

Our team will make basic adjustments to your photo in the case that a non‑compliant image causes a cropping issue or if something needs to be corrected so your piece prints properly. This includes small fixes like centering the eye, adjusting brightness, or correcting minor color problems so your custom jewelry looks its best.

If you want enhanced contrast, sharper details, or a more refined final look, you can choose Maximum Image Quality on the order confirmation screen. This upgrade gives our editors more time to fine-tune your image and bring out the small details that make your one-of-a-kind eye photo jewelry really stand out.

We’ll always do our best with the photo you provide — and the higher the quality of the original image, the better your final piece will look.

Maybe you want to use a photo of two people– like a married couple or a mother and son for an even more special gift. Can we do it?

Yes — we can create a single piece featuring both eyes, as long as they’re in one photo together. For the best results, the two faces should be close to each other, ideally with their heads touching or very near each other, and with their eyes at roughly the same height in the photo.

If the subjects are far apart — especially vertically — it becomes difficult to crop both eyes cleanly into the frame. A close, well‑aligned photo also makes it much clearer to our editors what your intended layout is.

We’re happy to handle the cropping manually, but this may add a bit of processing time. 

If you’d prefer to adjust the crop yourself to get the perfect personalized image and ensure a speedy delivery, you can use Review Your Design to fine‑tune your couples eye photo and add any finishing touches, like charms or a color change before the final print.

You can preview the crop and color of your custom image on our jewelry by adding Review Your Design.

“Review Your Design” is an optional $4.95 upgrade that gives you complete control over how your custom eye jewelry turns out.  

If you want to make sure every detail of your order is exactly the way you imagined, this add‑on is the easiest way to do it.

With Review Your Design, you can:

• See a preview of your artwork before we make your piece
• Adjust the crop of your photo for each item in your order (necklaces, bracelets, keychains all have different shapes, so this helps you get the perfect fit)
• Switch between color or black‑and‑white to see which style you prefer
• Upload a new image if you change your mind
• Choose your jewelry color (gold or silver)
• Add charms or make other design changes before your order goes into production

This add‑on is especially helpful for customers ordering our custom printed jewelry featuring their loved ones’ eyes, since small adjustments to cropping or color can make a big difference in how the final piece looks.

If you want total peace of mind and the ability to fine-tune your design, we highly recommend adding Review Your Design to your order. It ensures your custom piece turns out beautifully—just the way you want it.

Our Eternal Eyes personalized photo jewelry 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. If you would like the ability to preview or change your crop, you may choose to add the Review Your Design option at checkout.

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 may still ship as scheduled even if you’ve requested a change. Don’t be alarmed if you receive it first, and rest assured that your reprint is being made and on its way!

We send these emails as soon as your order is placed, but sometimes they get filtered into spam, promotions, or junk folders by mistake. Since customers only have a short window to make changes to their custom piece, we always recommend checking those folders if you don’t see the email right away.

To make sure you don’t miss any time‑sensitive messages about your order, please add support@eternacustoms.com to your contacts or whitelist in your inbox settings. This helps ensure that your design link, shipping updates, and any important notifications arrive safely in your main inbox.

If you still can’t find the message, just reach out — we’re happy to resend your link as long as it’s within the editing window.

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

We want you to love your custom piece. If something isn’t right, we offer two simple solutions depending on what happened.

Complimentary Reprint (Free Fixes)

We’ll gladly reprint your item at no cost if there’s an issue on our end. 

This includes:

• Image quality problems caused during production (e.g., blurry print, incorrect coloring, major defects)

– Please note: the final print quality depends heavily on the quality of the photo you upload.

• Production errors made by Eterna, such as:
• Wrong item type (e.g., necklace instead of keychain)
• Incorrect chain style
• Wrong image coloring (e.g., printed in black & white instead of color)

We always do our best to catch these errors during the production process, and in that case your complimentary reprint may replace the original shipment. Otherwise, you can expect it will be sent separately.

$10 Customization Change (Customer‑Requested Edits)

If you’d like to make changes to your original design — such as uploading a new photo, adjusting the crop, switching colors, or updating text — you can request a Customization Change for a $10 fee. These are considered new design requests, not corrections, which is why they fall outside the complimentary reprint policy.

Good news!  

If you purchased Review Your Design, you already saved $20+ by avoiding a full reorder at base price. It’s the easiest way to preview and perfect your custom photo jewelry before it’s made.

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

To get started, send us an email at support@eternacustoms.com

Each Eterna Customs 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.

If your order tracking shows that the package has:

• not left the Cuyahoga Falls post office
• been returned to the original sender
• been delivered to the address you provided

and you have not received it, please:

1. Check the address you provided at checkout. Is it missing an apartment, building, or house number? Is everything spelled correctly? Is the city and zip correct for your mailing address?
2. Contact support with your order number and correct address information. Email us at support@eternacustoms.com and provide all relevant details about your order status. We will make changes and re-send if necessary (fees may apply).

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

Please note that high-volume times of the year may extend this process.

Our normal timeline for reprints is the same as a standard order: 24-48 hours from the day the reprint is requested and approved for processing, 1-2 business days for production, and 4-8 business days for shipping. 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.

Yes! There is now an Eternal Eyes Pet Keychain product available in our store.

Looking for a striking cat eye necklace or an innocent puppy dog eye bracelet? 

Just select either version of the Eternal Eyes item and upload your custom pet photo for a personalized pet eye necklace or bracelet– the perfect gift for the pet parent in your life.

It can be tricky to get the perfect crop of your fur baby’s sweet eyes (or maybe you want to highlight their fuzzy ears, or their pink nose!), so be sure to add on Review Your Design to ensure the fastest turnaround time.

Yes. Every jewelry piece includes the option to:

• Add custom text on the backside
• Upgrade to premium gift packaging (a more elegant version of our standard box)
• Add a heart charm or infinity charm for a meaningful finishing touch
• (NEW!) Add a hand-written note inside the gift box.

Perfect for birthdays, anniversaries, memorial pieces, or any sentimental gift.