Shipping Information
Order Processing Time
All orders are processed within 1-2 business days. Orders placed on weekends or holidays will be processed on the next business day.
Shipping Methods & Timeframes
Standard Shipping – $12.95
- Carrier: DHL or FedEx
- Delivery Time: 10-15 business days after shipment
- Available for all orders
Free Shipping
- Carrier: EMS
- Delivery Time: 15-25 business days after shipment
- Available for orders over $50
Shipping Note: We ship globally with the exception of some Asian countries and remote areas. Customers outside the United States are responsible for any customs fees, duties, or taxes associated with their orders.
Returns & Exchanges Policy
At Eterna Skin Shop, we are committed to your complete satisfaction with our clinical-grade skincare products. Our returns and exchanges policy reflects the same uncompromising standards of excellence that define our product formulations.
Return & Exchange Window
We accept returns and exchanges for eligible items within 15 days of the delivery date. To be eligible for a return, your item must be unused, in its original packaging, and in the same condition that you received it.
Non-Returnable Items
For health and safety reasons, the following product categories cannot be returned or exchanged:
- Opened skincare products (including all items from EltaMD® SPF, Face Reality™ Skincare, and REVISION Skincare® collections)
- Used makeup products from our MAKEUP collection
- Opened product kits from our Kits category
- Personal care items from Corps and Mains collections if opened or used
We make exceptions for products that arrive damaged or defective. Please contact us within 48 hours of delivery if you receive a damaged or defective product.
How to Initiate a Return or Exchange
Submit Your Request
Complete the Return & Exchange Request Form and email it to our customer service team at [email protected] within 15 days of receiving your order.
Wait for Authorization
Our team will review your request and respond within 2 business days with a Return Authorization Number and shipping instructions.
Ship Your Items
Package your items securely, include the original packing slip or a copy of your order confirmation, and clearly write your Return Authorization Number on the outside of the package.
Processing
Once we receive your return, we will inspect the items and process your refund or exchange within 5-7 business days.
Return & Exchange Request Form Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Email to: [email protected]
- Full Name: [Your Full Name]
- Order Number: [Your Order Number]
- Order Date: [Date You Placed Order]
- Reason for Return/Exchange: [Please specify reason]
- Items to Return/Exchange: Product Name, Quantity, Reason
- Preferred Resolution: [Refund / Exchange for (specific product)]
- Contact Phone Number: [Your Phone Number]
Refund Information
Once your return is processed and approved, your refund will be issued to your original method of payment.
Please Note:
- Refunds typically appear in your account within 7-10 business days after processing, depending on your financial institution.
- Original shipping fees are non-refundable.
- Return shipping costs are the responsibility of the customer, unless the return is due to our error or a defective product.
Exchanges
If you need to exchange an item for a different product, please indicate this in your request form. We will process the exchange once we receive your returned item. If the exchange item has a different price, we will issue a refund for the difference or charge the remaining balance accordingly.
International Returns
As we serve an international clientele, please note that customers outside the United States are responsible for any customs fees, duties, or taxes associated with returning items. We recommend using a trackable shipping service for your return and retaining your shipping receipt until your refund is processed.
Questions?
If you have any questions about our shipping or returns and exchanges policy, please contact our customer service team:
Email: [email protected]
Response Time: Within 2 business days
We appreciate your trust in Eterna Skin Shop and are committed to ensuring your experience with our clinical-grade skincare products is nothing short of exceptional.