Shipping and Returns
UK delivery
We offer complimentary insured next-business-day delivery within the UK using Royal Mail or DHL. Once your order has been dispatched, you will receive tracking details by email.
International delivery
International orders are sent using insured DHL delivery. Any import duties, taxes or customs charges are the responsibility of the customer and are not included in the purchase price or delivery charge.
Online returns
We hope you love your purchase. If you change your mind about an online order, you may tell us that you wish to cancel at any time from placing the order until 14 days after the day you receive it. You do not need to give a reason.
To start a return, email store@eternel.world with your order number. We will send you return instructions and, for eligible UK returns, a complimentary insured return label. After notifying us, you must send the item back within 14 days. Please pack it securely and retain proof of postage.
Do not send a return without contacting us first, as this may delay its processing.
Return security tag and condition
Every bag is dispatched with an Éternel return security tag attached. Please do not remove or tamper with this tag until you are certain that you wish to keep the bag. The tag is positioned so that you can inspect the bag and try it on indoors in the same way you reasonably could in a shop.
For a full change-of-mind refund, the bag must be returned in the condition in which it was received, with:
the Éternel return security tag intact and in its original position;
no signs of wear, use, damage, alteration, odour or soiling; and
all original packaging, dust bags, boxes, authenticity materials and accessories supplied with it.
Please do not use the bag, including at an event, before deciding whether to keep it.
Removal, replacement or tampering with the return security tag may indicate that the bag has been used beyond what is reasonably necessary to inspect it. If a returned item shows handling or use beyond what would reasonably be permitted in a shop, we may reduce the refund to reflect the actual reduction in the item's value, as permitted by law. Depending on the condition of the item and its resulting resale value, that reduction may be up to the full purchase price. We will inspect every return individually and explain any deduction made.
If your bag arrives without the return security tag intact, or with any damage not shown or described at the time of sale, please contact us as soon as possible and include photographs. This request does not affect your statutory rights.
Refunds
We will inspect the item after it is returned. Refunds will be made to the original payment method without undue delay and no later than 14 days after we receive the item back or, if earlier, after you provide evidence that it has been sent back. We may withhold the refund until we have received the item or evidence of return.
Where applicable, we will refund the cost of our standard outbound delivery service. Any additional amount paid for an enhanced or express delivery option is not refundable beyond the cost of standard delivery.
Faulty, damaged or incorrectly described items
If an item is faulty, damaged on arrival or not as described, please email store@eternel.world with your order number and photographs. We will arrange the appropriate return at our cost and provide the remedy required by UK consumer law.
The return security tag conditions and our change-of-mind policy do not limit your legal rights where an item is faulty, not of satisfactory quality or not as described.
This policy does not affect your statutory rights.