1. Shipping Policy
2. Returns Policy
3. Refunds
4. Exchanges
5. Payments
1. SHIPPING POLICY
Where does Aeterno Studio ship to ?
Aeterno Studio currently ships to Italy, where we are based, and all the countries of the European Union including: Austria, Belgium, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden. If you do not see your country listed above but still would like to order on our website, please contact us at hello@aeternostudio.co.
How long does it take to ship an order ?
Please allow 1-3 working days for the processing and shipping of your order. Delivery times are estimates only and start from the date of shipping rather than the date of the order. Please use the estimated delivery times below as a reference and kindly note that deliveries are subjected to the acceptance or your order. In some cases, delivery times can take longer than expected due to custom clearance in certain countries. If you have any question, please do not hesitate to contact us via hello@aeternostudio.co.
Which are your shipping fees ?
Shipping fee to EU
Estimated delivery time: 3-5 business days
Standard shipping fee: 6,50€.
Free shipping on orders over: 150€.
Courier: Poste Italiane / TNT.
Estimated delivery time: 2-3 business days
Express shipping fee: 18,50€
Free shipping on orders over: 200€.
Courier: TNT / DHL.
Shipping fee to the rest of the world
Estimated delivery time: 5-7 business days
Standard shipping fee: 20€
Free shipping on orders over: 150€.
Courier: TNT.
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Estimated delivery time: 3-5 business days
Express shipping fee: 35€
Free shipping on orders over: 250€.
Courier: TNT.
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Do you provide a tracking number before the shipment ?
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.
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2. RETURNS POLICY
Can I return an item ?
You can return an item as long as it has been unworn and in its original condition, with all tags attached. Please contact hello@aeternostudio.co within 14 days of receiving your order where we will issue you a return label with a unique number and address. The buyer is responsible for shipping their return within 14 days of receiving their return label. Any items shipped past this deadline will be accepted at our discretion. Kindly note that:
a) the original shipping charges are not refundable.
b) when returning a garment you will be refunded in full except for the return fee.
What is the process to return an order ?
To return an item, please follow these simple steps:
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Step 1. Contact us at hello@aeternostudio.co with your order number and write the reason for your return.
Step 2. After reporting your return we will issue a pre-made shipping label within 48 hours.
Step 3. Place the items unworn and with all tags attached to the garment in the original box.
Step 4. Print the pre-made shipping label sent from us via email and attach it to the box.
Step 5. Drop the package at the nearest service point of chosen delivery courier. We will inform you together with the shipping label which delivery courier you will be using depending on from which country you are doing the return from.
Step 6. 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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Damages and issues
Please contact us immediately at hello@aeternostudio.co if the item is defective, damaged or if you received the wrong item. We will evaluate the issue and offer a solution.
Exceptions and non-returnable items
For hygiene reasons, swimwear cannot be returned.
3. REFUNDS
To be refunded, the items must be returned unworn in their original condition, with all tags attached. Our return time frame extends no longer than 14 days from the day the return label has been issued and it is only possible to process a return once.
As soon as we have received your return at our warehouse - we will make the refund. Please note that it can take up to 10 business days for the money to arrive in your bank account, depending on your chosen payment method.
4. EXCHANGES
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.
5. PAYMENTS
We accept the following types of payments: Visa, Mastercard, American Express, Union Pay, JCB, Diners, CB, Discover, Electron, Maestro.
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Please do not hesitate to contact us via hello@aeternostudio.co. We will get back to you as soon as possible.
Last updated: February 16, 2023.