Returns

We hope you love your Eterna Arte order, but if you need to return anything please contact us with details of the original order number, the item(s) you would like to return and your preferred collection date. You have 28 days from receipt of order to return your item back to us.

We want every Eterna Arte piece to bring you lasting joy.

If for any reason you are not completely satisfied with your order, we offer free returns within 14 days of receiving your item(s).

Step 1 — Request a Return

You may request to return your order within 14 days from the date of receipt.

Simply contact our Client Care team at contact@eternaarte.com with the following details:

Your original order number
The item(s) you wish to return
Your preferred collection date

You will receive a confirmation email once your return has been approved.

Step 2 — Prepare Your Return

Our Client Care team will arrange the return paperwork and send it to you by email.

Please print these documents in advance.

We provide complimentary DHL collection from your address, available Monday to Friday, 9:00am–5:00pm.

If you prefer a 9:00am–12:00pm or 12:00pm–5:00pm pickup window, kindly include this in your email request.

Step 3 — Confirm Your Collection

Once your collection is scheduled, DHL will contact you directly.

Please confirm the collection by clicking the link in their email.

All returns must be collected and shipped within 14 days of receiving your return confirmation.

Step 4 — Packaging and Conditions

To ensure your return qualifies for our free returns policy and avoids delays, please:

Use the original packaging (including inner boxes and protective materials).
Ship from the same country to which the order was delivered.
For clothing or wearable items, ensure all tags and hygiene seals remain attached and intact.

Once received and inspected, refunds will be issued via your original payment method.

For any assistance, please contact us at contact@eternaarte.com — our team will be happy to guide you through every step.

Once we have received your return back in the warehouse, our team will review it to ensure it is unused and then process your refund. You will receive an email notification once your refund has been processed.

Please allow up to 7 business days from your refund being approved for the amount to appear in your bank account.

Duty-Paid Countries

Customers purchasing from Australia, Bahrain, European Union, Hong Kong, Iceland, Japan, South Korea, Kuwait, Liechtenstein, Macau, New Zealand, Oman, Qatar, Saudi Arabia, Singapore, Switzerland, Taiwan, United Arab Emirates, and United Kingdom will receive their orders duty paid.

If you are returning items from any of these countries, customs duties and taxes included in the original purchase price will be refunded along with your return.

USA & Canada

For returns from United States and Canada, duties will be refunded, but sales taxes are not refundable, as they were not included in the original retail price.

Other Countries

For all other countries, customs duties and taxes are not refundable, as they were not paid directly to Eterna Arte.

For any questions or assistance with your return, please contact our Client Care team at contact@eternaarte.com.

After you contact our Client Service team to request a return, we will book a free collection for you on your preferred date. We offer collection Monday to Friday, 9am-5pm. If you have a preference between 9am-12pm or 12pm-5pm for collection, please let us know.

All returns need to be sent back unused and in their original packaging including the Eterna Arte box, otherwise they will not be accepted.

We do not offer exchanges. If you would like to exchange your item, you will need to return your order by following the steps above and then place a new order.