Frequently Asked Questions (FAQ's)

HOW DO I PLACE MY ORDER? 

Ordering online from eternal-rose.co.uk is easy! when viewing an item, simply select the colour and quantity needed and then click ‘add to cart’. Once you have your desired items in your bag, simply click the ‘proceed to checkout’ button. 

You will then be prompted to either sign in to your account or to create a new account. Next, enter any discount coupon codes or z points that you may want to use to discount the price. Finally, you will be directed to complete the shipping address, shipping method, and payment method. A confirmation email will be sent to your registered email address containing the contents of your order! 

 

I JUST PLACED AN ORDER WHEN WILL IT SHIP? 

Please allow 1-4 business days of processing and production time for your order to ship. 

Production time: order verification, tailoring, quality check and packaging. Usually takes 1-3 business days. 

 

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER? 

Please note the total time = processing time + shipping time (this does not include any customs delays, weekends, holiday periods and any unforeseen circumstances.) 

 

HOW LONG IS THE SHIPPING TIME? 

  • Average transit times to United Kingdom: 6-10 days 
  • Average transit times to Europe: 6-12 days  
  • Average transit times to United States: 6-11 days 
  • Average transit times to International: 7-14 days

Express Delivery is available for all shipping zones, however shipping times will vary depending on which country you order from.

Express Delivery to United Kingdom: 4-9 Days

Express Delivery to United States: 4-9 Days

Please note that Express delivery is not next day delivery

What is Insured Delivery?

In case your package is lost or damaged during the delivery process. We will re-ship your order absolutely free charge.

Please note: If an item is lost or damaged within the delivery process without insured delivery being selected in the delivery option at checkout, we are not liable nor responsible for issuing any refunds or posting a new item.

Please take this into consideration when you order.

HOW CAN I TRACK MY ORDER? 

We provide tracking for every order. Tracking will be available once your product is shipped.  

Once your order is shipped, we will send you an email containing a tracking number. This tracking number may take 3-4 days before it updates 

As soon as we are ready to ship your order, we will send you an email with the corresponding delivery information. after that, you will be able to track your order in “track my order page” by clicking the tracking link in your shipping confirmation email. please allow up to 24 hours for tracking to activate. 

 

I HAVE ENTERED AN INCORRECT ADDRESS! 

If you have misspelled or auto-filled your address incorrectly, simply reply to your order confirmation email and give us the correct email information. Notify us immediately via email at Eternalrose100@gmail.com. We can correct this issue within 12 hours. 

 

MY ITEM ARRIVED DAMAGED!

We do ship every item with extra padding. However, our customers report that 1 in 1000 products arrive damaged due to mail mistreatment. 

If this happens to you, please contact us with: 

  • Your order number 
  • A picture of the damaged item 

 

DO YOU OFFER EXCHANGES AND RETURNS? 

Want a Refund? No problem! 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at eternalrose100@gmail.com