Return & Refund Policy

Right of Complaint

You have a 2-year right of complaint in accordance with the Purchase Act. This applies to defects in materials and/or manufacturing.

Depending on the situation, you may be entitled to have the item repaired, exchanged, refunded, or receive a price reduction.

The complaint does not apply to damage caused by incorrect use or handling. You must notify us within a reasonable time after discovering the defect. Eternal Shine will cover return costs to a reasonable extent.

For returns, complaints, or withdrawal requests, please send items to:

Eternal Shine
Herstedvang 8
2620 Albertslund
Denmark

Or contact us at: customercare@eternalshine.dk

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Right of Withdrawal

• You have a 14-day return policy from the date you receive your order.
• For multiple items or split deliveries, the period starts from the day you receive the last item.
• You may inspect the item as you would in a physical store.
• If the item is used beyond necessary inspection, a deduction for loss in value may apply.
• For hygiene reasons, sealed items (e.g., earrings) cannot be returned if the seal is broken.
• Return shipping costs are the customer’s responsibility.

You must notify us within 14 days of receiving your order if you wish to withdraw. After notifying us, you must return the item within an additional 14 days.

To initiate a return, email us at customercare@eternalshine.dk and clearly state your intention to withdraw.

Return Address:

Eternal Shine
Herstedvang 8
2620 Albertslund
Denmark

Refusing delivery without notifying us does not qualify as a valid withdrawal.

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Goods Excluded from the Right of Withdrawal

• Custom-made or personalized products.
• Sealed goods (e.g., earrings) where the seal has been broken.
• Goods that are inseparably mixed with others after delivery.
• Services that have already been fully performed with prior consent.
• Digital content not supplied on a physical medium once access has begun.
• Newspapers, magazines, and similar publications (except subscriptions).
• Goods purchased at public auctions.
• Items that deteriorate or expire quickly.

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Refund

For hygiene reasons, earrings with a broken seal cannot be returned.

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Pick Up In-Store

If you select Pick Up In-Store at checkout, your order will be ready for collection at:

Eternal Shine
Herstedvang 8
2620 Albertslund
Denmark

Pickup Hours:
Monday to Friday, 09:00 – 14:00

Please ring the doorbell and collect your jewellery from reception.

You can reserve items online and collect them in-store. Orders placed through our website are considered distance contracts and are therefore subject to the 14-day right of withdrawal, whether delivered or picked up in person.

Submit a return request

Click the profile icon in the store's menu, or go to the refund policy or a returns page, and then request a return.

1. Sign in to your account:
   1. In the "Email" field, enter your email address, and then click "Continue".
   2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
   3. Go back to the online store, and then enter a six-digit verification code.
2. Click "Request return" for the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click "Request return".

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.