Q1. How can I contact you ?
Please write us an email at hello@aeternostudio.co or contact us via phone or WhatsApp at +39 370 116 5851. Our customer service is open Monday-Friday 10am-5pm (CET).
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Q2. Which delivery methods do you offer ?
We offer standard delivery (3-5 business days) and Express delivery (2-3 business days). Please visit our Shipping and Return page for detailed information.
Q3. Which payment methods do you offer ?
We offer the following types of payments: Visa, Mastercard, American Express, Union Pay, JCB, Diners, CB, Discover, Electron and Maestro.
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Q4. How do I track my order ?
As soon as your order leaves our warehouse, you will be updated throughout its journey. You will receive a shipping confirmation email with your parcel's tracking number. If you encounter any issues with your tracking number, please email us at hello@aeternostudio.co.
Q5. I did not receive an order confirmation, what shall I do ?
If you don’t find your confirmation email in your inbox or spam, please contact us at hello@aeternostudio.co and we will help you out.
Q6. What is your return policy ?
We accept returns on all orders except swimwear for hygienic reasons. You can return your items within 14 days from the date of delivery of the package. The garment needs to be in the original condition, unworn and with all tags still attached to be accepted. Please visit our Shipping and Returns page for more information.
Q7. Can I exchange my order ?
Unfortunately we cannot administrate exchanges of items purchased online. If you want to exchange, please return the item/items and place a new order online.
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Q8. Can I cancel an order or make a change to the delivery address ?
You can always contact us at hello@aeternostudio.co to see if you can change or cancel your order. If your order has not already been shipped we will try our best to help you.
Q9. How often do you launch new products ?
We do not follow the pace of fashion. In a world where everything has to go fast, we chose to slow down. We follow our own calendar and take the time to do things right. We release several small capsule collections for each season. Keep an eye on our Instagram to see what’s coming next.
Q10. An item is out of stock, will it be back ?
We truly believe less is more, that’s why we supply very limited quantities of each item and collection. If an item is out of stock, please contact us at hello@aeternostudio.co for more info.
Q11. What size should I order ?
We know choosing the right size can be difficult and it also depends on how you prefer the product to fit. We recommend to consider the information and our size guides found on each individual product page. If you still have doubts, don’t hesitate to contact us at hello@aeternostudio.co and we will happily help.
Q12. Where do you ship from ?
We ship all our orders from our headquarters in Florence, Italy.
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Q13. Where are your products made ?
We want to keep everything we do close to home. All of our garments are designed in our studio in Florence and then carefully made in our factories in Italy and the Mediterranean area. Everything from packaging to hangtags and labels are made locally nearby our headquarters in Florence. Learn more visiting our About us section.
Q14. I received a defected order, do I do ?
Please contact us immediately at hello@aeternostudio.co if you believe the item is defective, damaged or if you have received the wrong item.
Q15. When will I receive my refund ?
We will issue a refund when your return has reached our warehouse and once we have verified the condition of the garment. Please allow up to 10 business days to receive your refund depending on your chosen payment method.
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Q16. Further questions ?
Please don't hesitate to contact us through hello@aeternostudio.co and we will aim to answer your request as soon as possible. You can also reach our customer service via WhatsApp at +39 370 116 5851, Monday-Friday 10am-5pm CET.
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