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FAQ

If you do not find the answer you are looking for, please email us at info@etereamemorial.com and we would be happy to assist you.

Can I use a lock of hair instead of ashes for my pendant?

Absolutely! When you receive your collection kit, insert the lock of hair into the vial provided or directly into the plastic bag. Then, place it in the pre-paid parcel and send it to us.

Do you offer custom orders?

For custom orders, such as different chain colors or lengths, please email us before placing your order and we will do our best to accommodate your request.

What’s your return policy?

Sale orders cannot be returned and are final sale. If something happens to break within 90 days of wearing or it is broken upon receiving your shipment, we are more than happy to fix or replace it free of charge. Simply notify us via email and ship to the return address.

Can I edit my order?

We can edit your order as long as it has not yet been processed. Keep in mind that orders may be processed earlier than expected so we recommend that you let us know about any changes as soon as possible via email at info@etereamemorial.com.

How do I take care of my jewelry?

A little love goes a long way! When not wearing your jewelry, be sure to store it in the pouch it came in. This helps prevent scratching and maintains the color of the metal.

Always remove your jewelry when applying scents, lotions and sprays - or even better, always put your jewelry on last before heading out the door. 

Although it's completely natural for sterling silver & other metals to oxidize over time, these are the preventative measures you can take to ensure longevity:

  • Wash with warm soapy water 

  • Dry off and brighten its shine with a soft polishing cloth

  • Avoid interaction with harsh chemicals found in hot tubs and cleaning products

  • If unsure, we suggest to take it off and store it in a safe place

Where is your jewelry made and what are your manufacturing standards?

We work closely with our jewelers and pride ourselves on the materials used and practices followed. All of our jewelry is designed and manufactured in Vancouver, Canada. 

What currency do you charge in?

We currently charge in USD.

Do you accept recycled gold?

Yes! Eterea strives to be environmentally responsible. We do our best to use recycled material and limit plastic usage unless necessary. You can send us 10K or 14K gold jewelry that you no longer wear and we will use it to make your pendant. If we don't end up using all your gold, we will ship you what is remaining with your pendant order. Please email us beforehand for such requests at info@etereamemorial.com.

What technology do you use to create the pendants?

We use the latest technology in 3D design modeling and laser welding.