At Eterna Beauty Shop, we believe that beauty should be a flawless experience from discovery to delivery. Our commitment to excellence extends beyond our formulations to every aspect of your shopping journey.

Shipping Information

Order Processing

All orders are processed within 1-2 business days. You will receive a confirmation email with tracking information once your order has shipped.

Shipping Methods & Delivery Times

We offer two shipping options to serve our global customers (excluding Asia and some remote areas):

Standard Shipping

  • Carrier: DHL or FedEx
  • Cost: $12.95
  • Delivery Time: 10-15 days after shipping

Free Shipping

  • Carrier: EMS
  • Available for orders over $50
  • Delivery Time: 15-25 days after shipping

Returns & Exchanges

We gladly accept returns and exchanges within 15 days of your receipt date, ensuring your experience remains as radiant as our formulations.

Important Notice: Final Sale Items

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

  • Déodorants
  • Crèmes et laits
  • Gommages et masques
  • All Hygiène category items

These products are considered final sale and are not eligible for return.

Eligibility Requirements

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

Return Process

1 Submit Your Return Request

Email our customer care team at [email protected] with the following information:

  • Subject: Return/Exchange Request – Order #[Your Order Number]
  • Your order number and date
  • Product(s) you wish to return
  • Reason for return
  • Confirmation that products are unopened and in original packaging

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.

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.

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: 5-10 business days after return processing
  • Payment Methods: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, PayPal)
  • Note: Original shipping fees are non-refundable

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.

For exchanges, we will cover the standard shipping cost to send your replacement items.

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.