At Everlasting, we truly believe we make some of the most beautiful products in the world, and we want to ensure they fulfil your expectations. Since most of our products are personalized and made-to-order, please review our policy carefully.
Key Points:
All personalized and customized products are non-refundable. Manufacturing begins within an hour of placing your order to meet delivery timelines.
Non-personalized products are also non-refundable, except in cases where the product is damaged or defective upon delivery (this exception does not apply to chains).
Prepaid orders cannot be cancelled once placed.
COD orders can be cancelled by clicking the cancel button in your order confirmation message, or during the confirmation call.
Claims for damaged, defective, or missing items must be raised within 2 working days of delivery. After this window, returns, exchanges, or refunds cannot be processed.
How to Claim a Damaged or Defective Product:
An unboxing video is mandatory to process any refund or replacement. Without it, we will not be able to help. Here's how to record it:
Set up your camera with good lighting on a stable surface.
Show the shipping label clearly (tracking number and address must be visible).
Show the sealed package from all sides to prove it is untampered.
Open on camera and record the full unboxing without any cuts or edits.
Show all contents by laying out every item clearly.
If there's an issue:
Damaged item: Show a close-up of the damage.
Missing item: Show all items received to confirm what's missing.
Wrong item: Show the incorrect item alongside the shipping label.
Email the video to care@everlasting.shop with your order number. Once verified and the product is returned to us, the refund (if applicable) will be processed within 7 business days.
Pro Tip: We recommend recording an unboxing video for every Everlasting order, just in case. It takes 60 seconds and protects you fully.