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Frequently Asked Questions
Orders
We strive to provide high quality products with reliable customer service. Here you will find answers to frequently asked questions about our products, shipping, and policies.
How can I make a purchase at Éterna?
Buying from Éterna is very simple. Follow these steps:
1. Browse our store and select the product you want.
2. Click the "Add to Cart" button.
3. If you want to continue shopping, repeat the process with other products.
4. When you're ready, click the cart icon and then "Checkout."
5. Enter your shipping information and select the payment method.
6. Confirm your purchase and you will receive an email with the details of your order.
💡 Tip: Make sure to enter your shipping address and contact information correctly to avoid delivery problems1.
How do I add a product to the cart?
1. On the product page, select the quantity and color (if applicable).
2. Click "Add to Cart" .
3. A message will confirm that the product has been added.
4. To view your cart, click on the 🛒 icon at the top right.
How do I apply a discount code?
1. In the cart, you will find a field to enter your discount code.
2. Enter the code and click "Apply" .
3. The discount will be automatically reflected in your purchase total.
If you have any problems with a discount code, please write to us at hello@eterna-shop.fr .
Can I modify my order after paying for it?
If your order has not yet been shipped, we can help you modify or cancel it . Please write to us by email as soon as possible.
⚠ Important: Once the order has been shipped, we cannot make changes.
What happens if I don't receive a confirmation email after placing my order?
If you did not receive a confirmation email within 10 minutes of your purchase :
✔ Check your spam or junk mail folder.
✔ Make sure you entered your email address correctly.
✔ If you still can't find it, contact us at hello@eterna-shop.fr .
Do you have questions or problems when purchasing?
📩 Write to us at hello@eterna-shop.fr
💬 Contact us on our contact page.
🔹 Thank you for trusting Éterna! We are here to provide you with the best shopping experience. 💖
Shipping
How long does it take for my order to arrive?
The estimated delivery time is 6-11 business days for most European countries. You will receive a tracking number to monitor your order at all times.
As soon as your order is shipped, you will receive an email with a real-time tracking link , so you always know where your package is.
What countries do you ship to?
We ship to the following countries:
🔹 Europe:
- Spain
- France
- Germany
- Italy
- Luxembourg
- Netherlands
- Denmark
- Sweden
Depending on location, delivery may take between 6 and 15 days.
If your country is not listed, please contact us at hello@eterna-shop.fr and we will check the shipping possibility.
When will my order be shipped?
We process orders within 24-72 hours . You will then receive an email with shipping details and tracking number.
Can I change my shipping address after placing my order?
If your order has not yet been shipped, please contact us as soon as possible at hello@eterna-shop.fr or via our contact page .
Payments and Security
What payment methods are available?
We accept credit/debit cards (Visa, Mastercard, AMEX) and Apple Pay.
Is it safe to buy from Éterna?
Yes, we use SSL encryption technology on our website, ensuring that your personal and payment information is completely protected.
🔒 Buyer protection :
- All payments are 100% secure.
- We never store your credit card information.
- Your purchase is protected with our satisfaction guarantee .
If you have any questions about the security of your purchase, please write to us and we will provide you with all the information you need.
Returns and Warranty
Can I return my order if I don't like it?
Yes, we offer a 30-day satisfaction guarantee . If you are not completely satisfied with your purchase, you can request an exchange or refund.
How do I make a return?
Please contact us at hello@eterna-shop.fr with your order number and the reason for the return. We will provide you with instructions to return the item quickly and easily.
What do I do if my product arrives damaged or defective?
We check each order before shipping, but if your product arrives in poor condition, please send us photos of the item to hello@eterna-shop.fr and we will offer you an immediate replacement or refund.
Customer Service
