Overview
All custom rings at ETRNL are made to order. This means your ring is crafted specifically for you once your order is confirmed and paid — it does not exist as a pre-made product and cannot be resold. Please read this policy carefully before submitting your enquiry.
The ordering process
Once you submit your custom ring design, our team will review your configuration and contact you within 1–2 business days with a formal order draft and payment link. Your order is not confirmed until payment is received in full.
Upon payment, we will ship your ETRNL ring sizing kit. Your ring will not enter production until you have used the sizing kit and confirmed your size with our team. This step is mandatory — we do not accept size estimates or third-party measurements.
Sizing
ETRNL uses a proprietary sizing kit to confirm ring size before production begins. This is non-negotiable for all custom orders. If you are purchasing as a gift and cannot obtain a size, please contact us before submitting your enquiry and we can discuss options.
We are not responsible for incorrect sizing if a customer declines to use the sizing kit or provides an estimated size outside of this process.
Crafting time
Custom rings take approximately 8 weeks to craft from the date your size is confirmed. This timeframe is an estimate and may vary depending on material availability and production demand. We will keep you updated throughout the process.
Crafting time does not begin until both payment is received and your ring size is confirmed via the sizing kit.
Refunds and cancellations
Custom made-to-order rings are non-refundable once crafting has commenced. If you need to cancel your order, you must do so before your ring enters production. Cancellations requested after production has begun will not be eligible for a refund.
If your ring arrives with a manufacturing defect, please contact us within 7 days of delivery and we will assess the issue and arrange a replacement or repair at our discretion.
Change of mind is not accepted as a reason for return or refund on custom orders.
Engraving
Engraving is permanent and cannot be removed or changed once applied. Please double-check all engraving text, including spelling, punctuation, and emoji, before confirming your order. ETRNL is not responsible for errors submitted by the customer.
Materials and finishes
While we take every care to represent materials and finishes accurately, slight variations may occur between the images shown on our website and your finished ring due to screen calibration, lighting conditions, and the natural characteristics of each material — particularly for patterned metals such as Damascus Steel and Mokume Gane, where each ring is genuinely unique.
Questions?
If you have any questions about your custom order, contact us at support@etrnl.com.au or etrnl.com.au/pages/contact