Ordering and artwork
How does a custom order work?
Choose your material and chain on the product page, upload your drawing or pet photo in the required file field, then complete checkout. We send a digital design proof within 3–5 business days and begin production only after you approve it.
Do I need to email my image after ordering?
No. The required upload on the product page is attached to your order. Please email hello@byaeterna.com only if you need to replace the file or have a question about its suitability.
What artwork or photo works best?
Use a clear, well-lit, high-resolution photo or scan. For drawings, photograph the entire page from directly above without shadows or filters. For pet portraits, use a photo that clearly shows your pet’s face and key markings. If you are unsure, email us before ordering.
Design proof and craftsmanship
Will I see a design before production?
Yes. We send a digital proof within 3–5 business days. Production begins only after your approval.
Can I request a change to my proof?
Please tell us what you would like adjusted when you receive your proof. We will confirm whether the requested change can be accommodated before production begins.
What materials are available?
Our current collection is available in 925 Sterling Silver, 10K Solid Gold, and 18K Solid Gold, with hand-painted enamel details. Select your preferred material and chain option on the product page.
Timing and delivery
How long will my order take?
Please allow 3–5 business days for your digital proof, 15–20 business days for production after approval, and approximately 5–14 business days for standard shipping. Delivery timing varies by destination.
Do you ship internationally?
Yes. Standard worldwide shipping is complimentary. Duties, VAT, or other import charges may be assessed by your destination country and are the customer’s responsibility.
Changes, cancellations, and quality assurance
Can I cancel or change my order?
Please contact us within 24 hours of purchase. Once production has begun, changes or cancellations cannot be guaranteed because each piece is made uniquely for you.
Can I return a made-to-order piece?
Custom-made items cannot be returned for change of mind once production has begun. If your order has an eligible manufacturing defect, transit damage, or customization error, our 365-day quality guarantee applies. Please see our Refund Policy for full details.
How can I contact Aeterna?
Email hello@byaeterna.com. We typically reply within 24 business hours, Monday through Friday. For an existing order, please include your order number.