FAQs
FREQUENTLY ASKED QUESTIONS
Can't find what you're looking for? Reach out to us at 📧 info@etherealpieces.com — our team is always happy to help!
✨ OUR JEWELRY
What material is your jewelry made of?
All our jewelry is crafted from the highest quality surgical-grade stainless steel, then plated with 18k gold using a technique called PVD (Physical Vapor Deposition). This modern plating method is 10x stronger than standard gold or silver plating, making our jewelry 100% waterproof and built to last.
Is your jewelry hypoallergenic?
Yes! All Ethereal pieces are made from surgical-grade stainless steel and are completely safe for anyone with allergies or sensitive skin. No nickel, no green marks, no irritation — just beautiful jewelry you can wear every day.
How is your jewelry 100% waterproof?
It all comes down to our unique plating process. We use high-quality stainless steel plated with 18k gold via PVD (Physical Vapor Deposition) — a vacuum coating process that bonds the gold directly onto the metal at a molecular level. The result is a finish that is ten times thicker than standard gold plating, environmentally friendly, and extremely durable. Shower, swim, sweat — it handles it all.
How do I take care of my jewelry?
Our jewelry is made for everyday wear and requires very little maintenance. Here are a few tips to keep your pieces looking their best:
Cleaning:
- Rinse with water and a mild soap when needed
- Use a soft cloth to gently clean — no abrasive tools
- Regular light cleaning helps prevent residue build-up
Storage:
- Store pieces separately to avoid scratches
- Keep jewelry dry before storing
- Any soft pouch or jewelry box works perfectly
How is my order packaged?
Every Ethereal order arrives in branded packaging with a jewelry pouch for each piece. We use only eco-friendly, recyclable materials — completely plastic-free.
How do I find my ring size?
You can find our ring size guide on each individual ring product page. If you're unsure, feel free to reach out and we'll help you find the perfect fit.
Do you have a waitlist for sold-out items?
Yes! On any sold-out product page, you'll see a "Notify Me When Available" button in place of "Add to Cart." Enter your email and we'll let you know the moment it's back in stock.
📦 ORDER & SHIPPING
How much does shipping cost?
Nothing! All Ethereal orders ship free worldwide — no minimum order required and no hidden fees.
Will I be charged customs duties or taxes?
No. Customs duties and taxes are fully covered on all orders. What you see at checkout is exactly what you pay.
What are the estimated delivery times?
| Destination | Estimated Delivery |
|---|---|
| United Kingdom | 5 – 10 business days |
| United States | 5 – 15 business days |
| Australia | 7 – 15 business days |
| Canada | 7 – 14 business days |
| Europe | 6 – 15 business days |
| Rest of the World | 10 – 15 business days |
Where do you ship to?
We ship to most countries worldwide. We are currently unable to ship to Russia, French Polynesia, China, and Israel.
How does the order and shipping process work?
You'll receive an order confirmation email immediately after placing your order. Orders are typically processed and dispatched within 1–2 business days. Once shipped, you'll receive a tracking number by email so you can follow your order every step of the way.
Ordered → In Process → Order Ready → In Transit → Out for Delivery → Delivered
How do I track my order?
Once your order has shipped, you'll receive a tracking number by email. You can use this to follow your order's journey on our tracking page at any time.
Can I cancel or change my order?
Our team processes orders quickly, so we cannot guarantee cancellations or changes once an order has been placed. If you need to update your shipping address, please contact us immediately at 📧 info@etherealpieces.com and we'll do our best to help.
I'm having trouble placing an order!
If you're having trouble at checkout, please try the following:
- Refresh the page or check your internet connection
- Switch to a different browser or device
- Make sure your card is enabled for international payments
- Try a different payment method or contact your bank
Still having issues? Reach out at 📧 info@etherealpieces.com and we'll sort it out.
My order is delayed — when will I receive it?
Delays are rare but can occasionally happen due to carrier issues or busy periods. If your order seems late, first double-check that your shipping address was entered correctly. Small details like apartment numbers or postal codes can sometimes cause delays.
If your order hasn't arrived after 30 days, please contact us at 📧 info@etherealpieces.com and we'll gladly assist you.
My order is marked as delivered but I haven't received it.
We're so sorry to hear this! We recommend checking around your delivery location and with neighbours first. Please allow three business days for any updates, then submit a claim with your local carrier.
If you still haven't received your order after that, contact us within 7 business days at 📧 info@etherealpieces.com and we'll guide you through the next steps.
There is a missing or incorrect item in my order.
We sincerely apologise for the inconvenience! Please email us at 📧 info@etherealpieces.com within 3 business days of delivery with:
- Your order number
- Photos of the items received
- A photo of your shipping label
Our team will investigate promptly and make it right.
I haven't received my order confirmation email.
This is usually caused by a typo in the email address at checkout. Please contact us at 📧 info@etherealpieces.com with your full name, shipping address, and phone number and we'll locate your order right away.
📆 RETURNS & EXCHANGES
What is your return and exchange policy?
You can return items within 30 days of delivery for a refund or store credit, provided they are unused and in their original condition. Please visit our full Return & Exchange Policy page for all the details.
How do I start a return?
If you're eligible, simply reach out to us at 📧 info@etherealpieces.com with your order number and the item(s) you'd like to return or exchange. We'll walk you through the next steps.
How do I return a gift?
Gifted items can be exchanged for store credit. Please contact us at 📧 info@etherealpieces.com with the original customer's email address, order number, and the item(s) you'd like to exchange.
Who covers the return shipping cost?
Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping method so your return can be monitored. The return address will be provided upon approval of your return request.
🪩 WARRANTIES
What does the Lifetime Color Warranty cover?
We stand fully behind the quality of our jewelry. If you ever experience a significant gold or silver color issue, you can submit a claim at any time. Once approved, you are eligible for a free replacement or store credit.
Coverage includes:
- Significant gold or silver color issues
Does not include:
- Lost jewelry
- Normal wear and tear (scratches, minor damage)
- Damage from misuse or improper storage
- Promotional gifts or free mystery items
To submit a claim, email us at 📧 info@etherealpieces.com with your current shipping address, order number, which item is affected, a description of the issue, and photographic evidence.
What does the Broken/Faulty Item Warranty cover?
If you receive a faulty item or your jewelry breaks due to a manufacturing defect, you have 90 days from the delivery date to submit a claim. Once approved, you are eligible for a replacement or store credit.
Coverage includes:
- Manufacturing defects
Does not include:
- Lost jewelry
- Normal wear and tear
- Damage from misuse or improper storage
- Promotional gifts or free mystery items
To submit a claim, email us at 📧 info@etherealpieces.com with your current shipping address, order number, which item is affected, a description of the issue, photographic evidence, and a video if applicable (e.g. earring clasps).
🎉 PROMOTIONS
How does the Buy 2 Get 1 Free promo work?
Simply add 3 pieces of jewelry to your cart and enter the promo code at checkout. The least expensive item will automatically be discounted to zero. The offer is cumulative — add 6 items and get 2 free, and so on! Note that only one discount code can be applied per order.
Can I apply multiple promo codes?
Only one discount code can be applied per order. If two codes are entered, our system will automatically apply the better deal.
💳 PAYMENT
What payment methods do you accept?
We accept all major credit and debit cards including Visa, Mastercard, and American Express, as well as PayPal, Apple Pay, Google Pay, and Shop Pay.
My payment wasn't accepted — what should I do?
We recommend trying the following:
- Switch to a different browser or device
- Make sure your card is enabled for international payments
- Try a different payment method or contact your bank
If the issue persists, try again in a few hours or reach out to us at 📧 info@etherealpieces.com.
How are refunds processed?
Once a return is approved, refunds are processed to your original payment method within 2–7 business days depending on your bank or payment provider. PayPal refunds will trigger a notification from PayPal directly.
Still have a question not answered here? We'd love to hear from you.
📧 info@etherealpieces.com 🌐 etherealpieces.com
— The Ethereal Team
