Our Beauty Promise

At Eterna Beauty Shop, we believe that beauty should be a flawless experience from discovery to delivery. Just as we meticulously craft our Color Nectar Pigment Balm and delicate Eye Soot with precision and care, we approach your satisfaction with the same dedication. If any product fails to meet your expectations, we’re here to ensure your experience remains as radiant as our formulations.

Important Notice: To preserve the integrity and hygiene of our beauty products, certain items cannot be returned or exchanged once opened.

The following products are final sale and not eligible for return: Déodorants, Crèmes et laits, Gommages et masques, and all Hygiène category items.

Return & Exchange Policy

We gladly accept returns and exchanges within 15 days of your receipt date. Products must be unopened, unused, and in their original packaging with all seals intact.

Eligibility Requirements:

  • Items must be returned within 15 days of delivery
  • Products must be unopened and in original condition
  • Original packaging must be included
  • A copy of your order confirmation or receipt is required

Return Process

Step 1: Submit Your Return Request

Please email our customer care team at [email protected] with the following information. You may use the template below to ensure you include all necessary details.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Eterna Beauty Shop Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Date of Order] Product(s) to Return: [Product Name(s) and Shade/Type] Reason for Return: [Please provide details] I confirm that the product(s) are unopened, unused, and in their original packaging. Please advise on the next steps for my return. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

Step 2: Receive Return Authorization

Within 2 business days, our team will email you a Return Authorization Number and shipping instructions. Please do not send any items without this authorization.

Step 3: Ship Your Return

Package your items securely and include your Return Authorization Number visible on the outside of the package. We recommend using a trackable shipping service as we cannot be responsible for lost returns.

Step 4: Processing & Refund

Once we receive and inspect your return (typically within 5-7 business days after arrival), we will process your refund or exchange. You will receive an email confirmation once completed.

Refund Information

Refund Timeline:

  • Credit Card/PayPal Refunds: 5-10 business days after return processing
  • Original Payment Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, PayPal)

Note: Original shipping fees are non-refundable. For exchanges, we will cover the standard shipping cost to send your replacement items.

Exchange Process

If you’d like to exchange an item for a different shade or product from our Face, Eyes, or Crèmes collections, please follow the same process as above and specify your desired exchange item in your request.

Popular exchange items often include our Enchanted Lip Sheer, Forbidden Lipstick, or Foundation + Concealer shades. Our team can provide personalized recommendations based on your preferences.

International Returns

As we serve customers globally (excluding Asia and some remote areas), international returns are accepted following the same policy. Customers are responsible for return shipping costs and any applicable customs fees.

Need Assistance?

Our customer care team is dedicated to ensuring your Eterna Beauty experience is nothing short of exquisite. Please contact us with any questions:

Email: [email protected]

Address: Eterna Beauty Shop, 629 James Street, Rochester, US 14608

Response Time: Within 1-2 business days

Thank you for choosing Eterna Beauty Shop. We appreciate the opportunity to serve you and remain committed to the same excellence in customer care that we bring to every product we create.