Refund policy

Returns & Customised Products

We have a 30-day return policy for eligible non-customised items, which means you have 30 days after receiving your item to request a return.

Please note that customised, personalised or made-to-order products cannot be returned or exchanged unless they are faulty or damaged. This includes footwear customised to your chosen design, colours, crystals, pearls, lace, personalisation or other bespoke specifications.

To be eligible for a return, a non-customised item must be in the same condition that you received it: unworn or unused, with tags where applicable, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at info@eternitysparkles.co.uk. If your return is accepted, we will provide instructions on how and where to send your package. Items sent back without prior return approval will not be accepted.

Damages and Issues

Please inspect your order upon receipt and contact us as soon as possible if your item is defective, damaged or you receive the wrong item, so that we can evaluate the issue and make it right.

If there is a problem with a customised or personalised item, please contact us at info@eternitysparkles.co.uk so that we can help.

Exceptions / Non-returnable Items

Customised, personalised and made-to-order products cannot be returned or exchanged unless faulty or damaged. We also cannot accept returns on gift cards.

Please contact us if you have any questions about whether your particular item is eligible for return.

Exchanges

For eligible non-customised items, the fastest way to ensure you receive the item you want is to return the item you have. Once the return has been accepted, you can make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved. If approved, your refund will be issued automatically to your original payment method within 10 business days.

Please remember that it may take additional time for your bank or card provider to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@eternitysparkles.co.uk.