Our Commitment to Excellence
At Eterna Beauty, we believe that exceptional customer service is as vital as our premium beauty formulations. Just as we meticulously craft our skincare solutions with care and precision, we approach your shopping experience with the same dedication to excellence, discretion, and elegance.
We’re committed to ensuring your complete satisfaction with both our products and your shopping journey with us.
Shipping Information
Order Processing Time
All orders are processed within 1-2 business days after payment confirmation. You will receive a shipping confirmation email with tracking information once your order has been dispatched.
Shipping Methods & Delivery Times
- Standard Shipping – $12.95
- Carrier: DHL or FedEx
- Delivery Time: 10-15 business days after dispatch
- Free Shipping – Available for orders over $50
- Carrier: EMS
- Delivery Time: 15-25 business days after dispatch
Note: Delivery times are estimates and may vary depending on your location and customs processing. We ship worldwide, excluding some Asian regions and remote areas.
Returns & Exchanges Policy
Eligibility Period
We accept returns and exchanges within 15 days from the date you receive your items.
Return & Exchange Requirements
To be eligible for a return or exchange, your item must be:
- In its original, unopened condition with all seals intact
- In the original packaging with all labels attached
- Accompanied by the original receipt or proof of purchase
Non-Returnable Items
For health and safety reasons, the following product categories cannot be returned or exchanged once opened:
- Ampullen (due to their sterile, single-use nature)
- Geschenkkarten (Gift Cards)
- GIFT SETS (if the packaging seal has been broken)
- Any opened or used products from FRAGRANCE, Make-up, or LIPS categories
Return & Exchange Process
1 Initiate Your Return Request
Within 15 days of receiving your order, please contact our customer service team at [email protected] with your return or exchange request. Use the template below to ensure we have all necessary information.
2 Wait for Authorization
Our team will review your request and provide you with a Return Authorization Number (RAN) and shipping instructions within 1-2 business days.
3 Package Your Items
Securely package the items you wish to return or exchange, including the original packaging and all components. Please include a copy of your receipt or order confirmation.
4 Ship Your Return
Ship your package to the address provided in your return authorization email. We recommend using a trackable shipping service as we cannot be responsible for lost return shipments.
5 Processing
Once we receive your return, we will inspect the items and process your refund or exchange within 3-5 business days. You will receive an email confirmation once processed.
Return Request Template
To expedite your return or exchange request, please use the following template when contacting us:
Subject: Return/Exchange Request – Order #[Your Order Number]
Email Content:
Dear Eterna Beauty Customer Service Team,
I would like to request a [return/exchange] for my recent order.
Order Information:
– Order Number: [Your Order Number] – Order Date: [Date of Order] – Product(s) to Return/Exchange: [Product Name(s) and Quantity] – Reason for Return/Exchange: [Please provide details]
I confirm that the items are in their original, unopened condition with all packaging intact.
Please provide instructions on how to proceed with the return/exchange process.
Thank you for your assistance.
Sincerely,
[Your Full Name] [Your Email Address] [Your Phone Number (optional)]
Refund Information
Refund Processing Time
Once we receive and inspect your return, we will process your refund within 3-5 business days. The timing of when you will see the refund in your account depends on your payment method and financial institution:
- Credit Card (Visa, MasterCard, JCB): 5-10 business days
- PayPal: 3-5 business days
Refund Method
Refunds will be issued to the original payment method used for the purchase. Shipping costs are non-refundable, unless the return is due to our error or a defective product.
Exchange Processing
For exchanges, we will ship the replacement product once we receive and process your return. Standard shipping charges apply for exchange shipments unless the exchange is due to our error.
Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to:
- Our error (wrong item shipped, defective product, etc.)
- Damaged items during transit
In such cases, we will provide a prepaid shipping label or reimburse your reasonable shipping costs.
Need Assistance?
Our dedicated customer service team is here to ensure your experience with Eterna Beauty reflects the same excellence as our premium beauty formulations. Please don’t hesitate to contact us with any questions about shipping, returns, or exchanges.
Email: [email protected]
Address: 2672 Patton Lane, Raleigh, US 27609
Response Time: We typically respond to all inquiries within 1-2 business days.
Eterna Beauty – Where Customer Care Excellence Meets Beauty Elegance