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Policies

The details on how we handle engraving, personalisation and other specific situations — so you know exactly where you stand before you order.
9 articles

Engraving Policy & Lifetime Replacement

We offer laser engraving on most of our metal and silicone rings — but because engraved rings are personalised specifically for you, there are a few important things to know before you order. Engraved rings cannot be exchanged or returned. Once a ring has been engraved, we're unable to exchange or return it — personalised items can't be resold or reused. This is why we strongly recommend confirming your size before adding engraving to your order. Our Ring Sizing Kit ($9.95, refunded on any ring purchase) is the most accurate way to do this. What if my engraved ring doesn't fit? We get it — sometimes things don't go to plan. That's why we offer a Lifetime Replacement Policy for engraved rings. If you need a different size, we'll re-engrave and send out a brand new ring for a flat fee: - $50 AUD — Tungsten, Titanium, Black Zirconium, Tantalum, or Wood rings - $20 AUD — Silicone rings This applies at any time — there's no deadline or expiry on the Lifetime Replacement Policy. To arrange a replacement, email us at support@etrnl.com.au with: - Your name and order number - The ring you need replaced - The size you need - Your engraving text (we'll match it exactly to your original) We'll get back to you with payment details and have your replacement on its way as soon as possible.

Last updated on Jun 16, 2026

Fair Use Policy — Lifetime Guarantee

Our Lifetime Guarantee is one of the most comprehensive in the industry and we're proud to stand behind every ring we sell. It's designed to protect customers who experience genuine issues with their ring — and we'll always make it right. However, to ensure the guarantee remains available and meaningful for all customers, we operate a fair use policy. What this means in practice: The Lifetime Guarantee is intended to cover genuine product issues — manufacturing defects, structural failure, finish fading under normal wear, and so on. It is not intended to be used as a repeated free replacement service for rings that have been lost, intentionally damaged, or worn beyond reasonable expectation for the material. ETRNL reserves the right to: - Decline a claim where the guarantee is deemed to be misused or abused - Limit the number of replacements issued under the guarantee where a pattern of claims exists on a single order or customer account - Request additional information or photos before approving a claim The overwhelming majority of our customers will never encounter this policy — it exists purely to protect against abuse and to ensure we can keep honouring the guarantee for everyone. If you have a genuine issue with your ring, please don't hesitate to reach out. We're here to help and we'll always give your claim a fair assessment. Email us at support@etrnl.com.au with your name, order number, and a photo of the issue.

Last updated on Jun 16, 2026

Exchange & Return Conditions Policy

To be accepted for an exchange or return, all items must meet the following conditions: The ring must be: - Clean and free from dirt or residue - In "like new" condition with no scratching, marks, or signs of any wear - Returned with the original sizing tag still attached where applicable - Free from damage beyond what would reasonably occur from trying the ring on We reserve the right to: - Refuse an exchange or return if the ring does not meet the above conditions - Apply a restocking or damage fee if a ring is returned in poor condition - Return the item to the customer if it is deemed ineligible upon inspection Please note: - Engraved rings cannot be exchanged or returned under any circumstances — see our Engraving Policy for details - Rings returned outside the 90-day window are not automatically eligible — see our article on [late exchanges and returns] for exceptions - Rings that have been modified or worked on by a third party will not be accepted If you're unsure whether your ring meets the return conditions before sending it back, email us at support@etrnl.com.au and we'll advise you before you post anything.

Last updated on Jun 16, 2026

Discount & Promotions Policy

One code per order: Only one discount code can be applied per order at checkout. Codes cannot be combined with other discount codes or promotional offers unless explicitly stated. Codes must be applied at checkout: Discount codes cannot be applied to an order after it has been placed. If you forgot to enter your code, contact us at support@etrnl.com.au immediately with your order number — if your order hasn't been dispatched yet we'll do our best to help, but this cannot be guaranteed. Sale prices: Sale pricing applies only for the duration of the sale period and cannot be honoured after a sale has ended. If you purchased before a sale began, we're unable to retroactively apply a sale price to your order. Discount codes are non-transferable: Codes issued personally (via email, loyalty rewards, or referral) are intended for the recipient only and cannot be shared or resold. Gift cards: Gift cards are not discount codes and are not subject to this policy — they can be used alongside a discount code at checkout. ETRNL reserves the right to cancel or modify promotional offers at any time and to decline the use of a code where misuse is suspected.

Last updated on Jun 16, 2026

Freight & Delivery Policy

Express shipping is a delivery speed — not a processing priority. Selecting express shipping at checkout means your order will be delivered faster once it leaves our warehouse. It does not move your order ahead of others in our processing queue. All orders are processed in the order they are received, regardless of the shipping method selected. Order cut-off times: - Orders placed before 12pm AEST on a business day will be dispatched the same day - Orders placed after 12pm AEST will be dispatched the next business day - Orders placed on a Friday, weekend, or Victorian public holiday will be dispatched the next available business day We operate Monday–Thursday only. Friday, weekends, and Victorian public holidays are non-working days. Orders placed during these times will not be processed until we return to the warehouse. During sale and peak periods, dispatch may take an additional 1–2 business days due to higher order volumes. We'll always communicate this where possible. Once an order has been dispatched, ETRNL is not responsible for delays caused by the courier or postal service. Estimated delivery timeframes are provided by the carrier and are not guaranteed. ETRNL is not liable for: - Delays caused by courier services, customs processing, or circumstances outside our control - Orders delivered to an incorrect address provided by the customer at checkout - Parcels lost or damaged in transit by the courier (though we will assist in lodging an investigation — see our Damaged in Transit Policy) If you have a concern about your delivery, contact us at support@etrnl.com.au with your order number and we'll do everything we can to help.

Last updated on Jun 16, 2026

Lost or Stolen Items Policy

We're sorry to hear if your ring has been lost or stolen — but unfortunately lost or stolen items are not covered under the ETRNL Lifetime Guarantee. The Lifetime Guarantee covers product issues — manufacturing defects, structural failure, finish fading, and similar. It does not extend to items that have been misplaced or taken. If your ring has been lost or stolen, we're unable to provide a free replacement under the guarantee — however we'd encourage you to reach out to us at support@etrnl.com.au as we may be able to offer a replacement at a reduced rate depending on the circumstances. If your ring was lost or damaged as a result of a courier or delivery issue, please see our Damaged in Transit Policy instead — that's a separate process.

Last updated on Jun 16, 2026

Damaged in Transit Policy

If your ring arrives damaged, we want to know about it straight away — and we'll make it right. What to do: 1. Don't use or wear the ring — keep it in the condition it arrived in 2. Take clear photos of the damage, including the packaging if it also appears damaged 3. Contact us within 48 hours of delivery at support@etrnl.com.au with: - Your name and order number - Photos of the damaged item and packaging - A brief description of the damage Why 48 hours? The sooner we know, the easier it is for us to lodge a claim with the courier and resolve things for you quickly. Claims reported well after delivery are significantly harder to investigate and action. What happens next: Once we receive your report, we'll assess the damage and arrange a replacement or store credit as quickly as possible. If the damage is clearly courier-related, we'll also lodge an investigation with the carrier on your behalf. Please note: damage caused after delivery — through wear, impact, or misuse — is not covered under this policy. That falls under the Lifetime Guarantee instead.

Last updated on Jun 16, 2026

International Customs & Duties Policy

ETRNL ships worldwide — but customs duties, import taxes, and any additional fees charged by your country's customs authority are the responsibility of the customer and are not included in your order total or shipping cost at checkout. What this means for you: Depending on your country, your order may be held at customs and you may be required to pay a duty or import tax before it can be released for delivery. This varies by country, order value, and the customs rules in place at the time of import — and is entirely outside our control. ETRNL is not responsible for: - Customs duties or import taxes charged on international orders - Delays caused by customs processing - Orders held, seized, or returned by customs authorities If your order is held at customs, you'll typically be contacted directly by your local customs authority or courier with instructions on how to pay and release your parcel. If your order is returned to us by customs due to unpaid duties or an unsuccessful delivery attempt, we'll contact you to discuss reshipping options. Please note that reshipping costs will be at the customer's expense. If you're unsure about the customs rules in your country before ordering, we'd recommend checking with your local customs authority. If you have any questions, reach out to us at support@etrnl.com.au and we'll help where we can.

Last updated on Jun 16, 2026

Gold Ring Resizing Policy

Our 9ct, 14ct, and 18ct gold rings are the only rings in our range that can be resized — and we offer a complimentary first resize within the first 12 months of purchase. Free resize — first 12 months: If your gold ring doesn't fit quite right, we'll resize it for you free of charge within 12 months of your purchase date. Simply contact us at support@etrnl.com.au with your name, order number, and the size you need and we'll guide you through the process. Subsequent resizes: Any resize after the first complimentary one will incur a fee of $80 AUD, regardless of when it's requested. This covers the skilled labour and materials involved in the resizing process. Major size adjustments (3+ sizes up or down): Resizing a gold ring by 3 or more sizes in either direction is a significant alteration. Stretching or compressing a ring too far risks compromising the structural integrity and finish quality of the band — and that's not something we're willing to do. For adjustments of this scale, a new ring may need to be made entirely from scratch to ensure the quality, proportion, and finish of your ring meets our standards. If this applies to your situation, we'll let you know upfront with a quote before any work begins. A few things to note: - Resizing is only available on plain gold bands — rings with set stones, engravings, or significant design details may not be resizable depending on the style - If your gold ring has been engraved and requires resizing, we'll assess whether the resize can be done without affecting the engraving. For minor adjustments this is often possible. However, for larger size changes where the engraving would be compromised or lost in the process, a new ring will need to be made from scratch — which requires melting down and recreating the band entirely. In this case, additional costs will apply and we'll provide a quote before any work begins. - The ring must be sent back to our Melbourne workshop for resizing — we'll provide instructions when you get in touch - Return shipping after resizing is covered by ETRNL for Australian customers; international customers are responsible for shipping the ring to us If you're unsure what size you need before requesting a resize, check out our Size Guide or grab a Ring Sizing Kit first — we'd hate for you to use your complimentary resize and still end up with the wrong size.

Last updated on Jun 17, 2026