Welcome to Eterna Beauty Shop’s FAQ section. We’ve compiled answers to the most common questions about our products, delivery, payments, and more. If you don’t find what you’re looking for, our customer care team is always ready to assist.

Products & Formulations

What makes Eterna Beauty products unique?
Our products blend skincare magic with scientific precision, creating transformative formulas that deliver radiant results. From our Color Nectar Pigment Balm to our Crème Highlighter, each product is crafted with ethical craftsmanship and attention to detail.
Are your products suitable for sensitive skin?
Many of our products are formulated to be gentle yet effective. We recommend checking individual product descriptions for specific ingredients and performing a patch test if you have known sensitivities.
Do you offer travel-sized products?
Yes! Explore our “Formats Voyage” collection for perfectly portable versions of your favorite Eterna Beauty products, ideal for on-the-go beauty touch-ups.

Ordering & Account

How do I create an account?
During checkout, you’ll have the option to create an account. This allows you to track orders, save your preferences, and enjoy a faster checkout experience in the future.
Can I modify my order after placing it?
We process orders quickly to ensure timely delivery. If you need to modify your order, please contact us immediately at [email protected] and we’ll do our best to assist you.
I forgot my password. How can I reset it?
Click on “Forgot Password” on the login page, and we’ll send instructions to your registered email address to reset your password securely.

Payment Methods

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for your convenience and security.
Is my payment information secure?
Absolutely. We use industry-standard encryption to protect your payment information and never store your complete credit card details on our servers.
Why was my payment declined?
Payment declines can occur for various reasons including insufficient funds, incorrect card information, or security checks by your bank. Please verify your information and try again, or contact your financial institution.

Shipping & Delivery

Where do you ship?
We proudly ship worldwide, excluding only select remote areas and parts of Asia where customs restrictions may apply. If you’re unsure about delivery to your location, please contact our customer care team.
What are your shipping options?
We offer two shipping methods:
– Standard Shipping ($12.95): Via DHL or FedEx, delivered in 10-15 days after dispatch with tracking.
– Free Shipping: Via EMS for orders of $50 or more, delivered in 15-25 days after dispatch.
How long does order processing take?
Each order is carefully hand-checked and processed within 1-2 business days before shipping.
Can I track my order?
Yes! Once your order leaves our Rochester studio, you’ll receive tracking information via email so you can follow your package’s journey to you.

Returns & Exchanges

What is your return policy?
We offer returns within 15 days of receipt if any product doesn’t meet your expectations. Your satisfaction is as important to us as the ethical craftsmanship of our collections.
How do I initiate a return?
Please contact our customer care team at [email protected] with your order details, and we’ll guide you through the return process.
Are there any products that cannot be returned?
For health and safety reasons, we cannot accept returns on opened or used cosmetics and skincare products unless they are defective.

Still have questions? Our customer care team is here to help at [email protected]

Eterna Beauty Shop • 629 James Street, Rochester, US 14608