Frequently Asked Questions
How does the custom ordering process work?
After you place your order, you'll receive a confirmation email with instructions to submit your artwork. Our artisans will create a digital design proof for your review within 3–5 business days. Once you approve the design, we begin crafting your piece. Your finished jewelry will be delivered in 15–20 business days after design approval.
What kind of artwork can I submit?
You can submit any original drawing, painting, or sketch — including children's crayon drawings, watercolor paintings, pencil sketches, or digital art. For pet portraits, you can submit a clear photo of your pet. The clearer and higher resolution the image, the better we can capture the details.
How many enamel colors are included in the base price?
The base price includes up to 3 enamel colors. Each additional color is +$7. If your artwork has more than 3 colors, we'll contact you to discuss options before proceeding.
Can I add gemstones or diamonds to my piece?
Yes! Natural gemstone or diamond settings are available for an additional +$14 per stone. Please mention this in your order notes or when you submit your artwork.
What materials are available?
We offer three material options:
• 925 Sterling Silver — from $199
• 10K Solid Gold — from $349
• 18K Solid Gold — from $499
Can I add a chain or bracelet?
Yes! You can add a chain when selecting your options:
• Necklace Chain (Sterling Silver) — +$28
• Necklace Chain (10K Gold) — +$83
• Necklace Chain (18K Gold) — +$138
• Bracelet Chain (Sterling Silver) — +$14
• Bracelet Chain (10K Gold) — +$40
• Bracelet Chain (18K Gold) — +$67
How long does production take?
Production typically takes 15–20 business days after you approve your design proof. Please allow additional time for international shipping (3–10 business days depending on your location).
Do you ship worldwide?
Yes! We offer free standard shipping worldwide. Expedited shipping is available for an additional fee.
Can I cancel or change my order?
Orders can be cancelled within 24 hours of placement. After 24 hours, production may have begun. Once you approve your design proof, changes to the artwork cannot be made.
What if there is a defect in my piece?
We stand behind every piece with our 365-Day Quality Guarantee. If you receive a piece with a manufacturing defect, please contact us at hello@byaeterna.com with photos and we will remake it at no charge.
How do I contact you?