If your ring arrives damaged, we want to know about it straight away — and we'll make it right.
What to do:
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Don't use or wear the ring — keep it in the condition it arrived in
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Take clear photos of the damage, including the packaging if it also appears damaged
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Contact us within 48 hours of delivery at support@etrnl.com.au with:
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Your name and order number
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Photos of the damaged item and packaging
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A brief description of the damage
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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.