FREE DOMESTIC SHIPPING ON ORDERS OVER $100

FAQ

QUESTIONS? WE’VE GOT YOU COVERED. 
CHECK OUT OUR FREQUENTLY ASKED QUESTIONS BELOW. IF YOU STILL CAN'T FIND YOUR ANSWER, PLEASE CONTACT US.
OUR AMAZING TEAM IS AVAILABLE TO HELP YOU 
FOR CUSTOMER CARE, EMAIL US AT SUPPORT@SHOPETERNE.COM OR CLICK ON BILLIE OUR ONLINE CHAT VIRTUAL ASSISTANT BELOW
FOR PR INQUIRIES EMAIL US AT PRESS@SHOPETERNE.COM

TRENDING QUESTIONS

WHAT ARE MY SHIPPING OPTIONS?

FREE GROUND SHIPPING IS AVAILABLE ON ALL DOMESTIC ORDERS OVER $100. IF YOU WOULD LIKE TO EXPEDITE YOUR ORDER SELECT USPS STANDARD OVERNIGHT, USPS PRIORITY, OR USPS PRIORITY EXPRESS AT CHECKOUT. SHIPPING PRICE WILL BE CALCULATED AT CHECKOUT BASED ON YOUR ORDER SIZE AND WEIGHT. 

WE ARE UNABLE TO SHIP TO U.S. TERRITORIES, P.O. BOXES, AND INTERNATIONAL ADDRESSES AT THIS TIME.

WHEN WILL MY ORDER SHIP?
ALL ORDERS SHIP WITHIN 1 BUSINESS DAY FROM THE DATE OF YOUR ORDER CONFIRMATION. ALL ORDERS RECEIVED BEFORE 2 PM EST WILL BE PROCESSED THE SAME DAY; ANY ORDERS PLACED AFTER 2 PM EST WILL BE PROCESSED ON THE FOLLOWING BUSINESS DAY. ORDERS PLACED FRIDAY AFTER 2 PM EST WILL SHIP THE FOLLOWING MONDAY. HOWEVER, DURING FEDERAL AND U.S. HOLIDAYS, PROCESSING MAY TAKE 5-7 BUSINESS DAYS FROM THE DATE OF YOUR ORDER CONFIRMATION.
HOW DO I TRACK MY ORDER?
NEED TO CHECK UP ON YOUR ORDER? IF YOU HAVE AN ACCOUNT WITH US, LOG IN TO YOUR ACCOUNT. GO TO “MY ORDERS” AND CLICK “VIEW ORDER.” THEN CLICK “TRACK YOUR ORDER” AND A POP-UP WILL APPEAR WITH A TRACKING LINK. 
IF YOU DON’T HAVE AN ACCOUNT WITH US OR HAVE NOT RECEIVED AN ORDER CONFIRMATION EMAIL US AT SUPPORT@SHOPETERNE.COM WITH YOUR ORDER NUMBER, BILLING LAST NAME, AND EMAIL ADDRESS OR ZIP CODE OR YOU CAN USE OUR ONLINE CHAT FOR A FASTER RESPONSE.
HOW DO I CANCEL OR CHANGE MY ORDER?
WE ARE NOT ABLE TO MAKE ANY CHANGES TO AN ORDER OR CANCEL IT ONCE IT HAS BEEN PLACED. WE’RE HAPPY TO ASSIST YOU WITH RETURNING AN ORDER ONCE YOU RECEIVE IT.
WHAT IS YOUR RETURN AND EXCHANGE POLICY?
ALL ORDERS MUST BE RETURNED WITHIN 30 DAYS OF PURCHASE FOR A FULL REFUND. RETURNED ITEMS MUST BE IN THE EXACT SAME CONDITION AS THEY WERE RECEIVED.  
WE ARE SORRY BUT AT THIS TIME WE DO NOT ACCEPT EXCHANGES.  ITEMS INDICATED AS “FINAL SALE” AT THE TIME OF PURCHASE ARE NOT ELIGIBLE FOR RETURN, EXCHANGE OR MERCHANDISE CREDIT.
BE AN ÉTERNE INSIDER
WANT TO BE AN ÉTERNE INSIDER? SIGN UP WITH YOUR EMAIL ADDRESS AND RECEIVE PRODUCT UPDATES, LIMITED EDITION DETAILS, AND EXCLUSIVE OFFERS BEFORE ANYONE ELSE.

MY ORDERS

CAN I PRE-ORDER AN ITEM?
LOVE OUR CLOTHING BUT THEY’RE NOT YET AVAILABLE? DON’T WORRY,  YOU HAVE THE OPTION TO PRE-ORDER SELECT NEW STYLES THAT ARE NOT YET AVAILABLE TO SHIP. THE ESTIMATED SHIPPING DATE WILL BE INDICATED ON THE PRODUCT DESCRIPTION PAGE. PRE-ORDER PRODUCTS ARE SUSCEPTIBLE TO UNFORESEEN PROCESSING DELAYS, SO WE UNFORTUNATELY CANNOT GUARANTEE DATES FOR THESE ITEMS. ORDERS ARE PROCESSED PENDING ITEM AVAILABILITY AND CREDIT CARD VERIFICATION. YOU’LL GET AN EMAIL FROM OUR CUSTOMER SERVICE TEAM IF THERE ARE ANY ISSUES WITH YOUR ORDER.
HAS MY ORDER BEEN PROCESSED?
ALL ORDERS ARE FULFILLED BY OUR WAREHOUSE, LOCATED IN CALIFORNIA WITHIN ONE OR TWO BUSINESS DAYS FROM THE DATE OF YOUR ORDER CONFIRMATION. OUR BUSINESS DAYS ARE MONDAY THROUGH FRIDAY, EXCLUDING FEDERAL HOLIDAYS WITHIN THE UNITED STATES. ALL ORDERS RECEIVED BEFORE 2 PM EST WILL BE PROCESSED THE SAME DAY; ANY ORDERS PLACED AFTER 2 PM EST WILL BE PROCESSED ON THE FOLLOWING BUSINESS DAY. PLEASE ALLOW ADDITIONAL PROCESSING TIME FOR ORDERS PLACED DURING SALE PROMOTIONS AND ON OR AROUND FEDERAL AND U.S. HOLIDAYS.
 
WE TRY TO SEND OUT YOUR ORDER CONFIRMATION EMAIL WITHIN MOMENTS OF YOU PLACING AN ORDER. BUT THINGS HAPPEN—IF YOU DO NOT RECEIVE AN ORDER CONFIRMATION EMAIL WITHIN 24 HOURS OF PLACING YOUR ORDER, PLEASE CHECK YOUR SPAM AS IT MAY HAVE BEEN FLAGGED. AND IF YOU ARE STILL UNABLE TO LOCATE YOUR ORDER CONFIRMATION, PLEASE CONTACT OUR CUSTOMER SERVICE TEAM TO FIND YOUR ORDER INFORMATION.
HOW DO I TRACK MY ORDER?
NEED TO CHECK UP ON YOUR ORDER? AS SOON AS YOUR ORDER IS PLACED, YOU SHOULD RECEIVE A CONFIRMATION EMAIL. WE’LL SEND YOU A SEPARATE EMAIL WITH TRACKING INFORMATION ONCE YOUR ORDER SHIPS. IF YOU HAVE NOT RECEIVED AN ORDER CONFIRMATION EMAIL- PLEASE ALSO CHECK YOUR SPAM FOLDER.
IF YOU HAVE AN ACCOUNT WITH US, LOG IN. VISIT “MY ORDERS” AND CLICK “VIEW ORDER.” THEN CLICK “TRACK YOUR ORDER” AND A POP-UP WILL APPEAR WITH A TRACKING LINK.
IF YOU DON’T HAVE AN ACCOUNT WITH US, EMAIL US AT SUPPORT@SHOPETERNE.COM OR CONNECT WITH US THROUGH ONLINE CHAT WITH YOUR ORDER NUMBER, BILLING LAST NAME, AND EMAIL ADDRESS OR ZIP CODE.
CAN I CHANGE MY ORDER?
MISTAKES HAPPEN. UNFORTUNATELY, WE ARE NOT ABLE TO MAKE ANY CHANGES TO AN ORDER OR CANCEL IT ONCE IT HAS BEEN PLACED. IF YOU REFUSE DELIVERY OF AN ORDER YOU’VE PLACED, IT’LL BE RETURNED TO OUR WAREHOUSE AND YOU’LL RECEIVE A REFUND FOR THE MERCHANDISE PLUS TAX. FYI: SHIPPING CHARGES ARE NONREFUNDABLE.
WHY WAS MY ORDER CANCELED?
FEW AND FAR BETWEEN BUT IF YOUR ORDER WAS CANCELED BECAUSE THE ITEM YOU SELECTED BECAME NO LONGER AVAILABLE OR IS OUT OF STOCK, YOU’LL HEAR FROM US VIA EMAIL WITHIN THREE BUSINESS DAYS OF PLACING YOUR ORDER.
IF YOUR ORDER WAS CANCELED IN OUR SYSTEM DUE TO A RISK OF FRAUDULENT ACTIVITY, YOU’LL BE NOTIFIED BY EMAIL WITHIN THREE BUSINESS DAYS. THIS IS STRICTLY FOR YOUR SECURITY AND WE APOLOGIZE FOR ANY INCONVENIENCE. IF YOUR ORDER WAS FLAGGED AS FRAUD IN ERROR, PLEASE CONTACT YOUR FINANCIAL INSTITUTION.
STILL HAVE QUESTIONS? CONNECT WITH US AT SUPPORT@SHOPETERNE.COM OR THROUGH ONLINE CHAT AND WE’LL GET AN ANSWER FOR YOU.
UGH. MY ITEM IS OUT OF STOCK.
SOMETIMES OUR CLOTHING SELLS FASTER THAN WE EXPECT - WHILE WE DO OUR BEST TO MAKE SURE OUR WEBSITE REFLECTS EXACTLY WHAT’S STORED IN OUR INVENTORY, PLEASE NOTE THAT UPDATES MAY BE DELAYED DURING THE HOLIDAY SEASON. IF YOU’D LIKE TO CONFIRM WHETHER A SPECIFIC ITEM IS AVAILABLE, OR IF IT WILL BE RESTOCKED, PLEASE CONTACT OUR CUSTOMER SERVICE TEAM AT SUPPORT@SHOPETERNE.COM OR THROUGH CHAT -- THEY’VE GOT THE LATEST INFORMATION!!
WHAT DO I DO IF MY ITEM ARRIVED DAMAGED?
OH NO! IN THE UNLIKELY EVENT THAT YOU HAVE RECEIVED AN ITEM THAT IS DAMAGED OR INCORRECT, PLEASE NOTIFY US IMMEDIATELY. WE WILL WORK WITH YOU TO ARRANGE A RETURN, REPLACEMENT, REFUND OR CREDIT.
DAMAGED ITEMS MUST BE REPORTED WITHIN 7 DAYS OF RECEIPT. ALL DAMAGES SHOULD BE REPORTED TO SUPPORT@SHOPETERNE.COM OR THROUGH ONLINE CHAT -  BE SURE TO INCLUDE YOUR ORDER NUMBER AND WE WILL CONTACT YOU WITH NEXT STEPS.

MY ACCOUNT

HOW DO I CHANGE MY PASSWORD?
BEEN THERE DONE THAT. DON’T WORRY, VISIT OUR SIGN-IN PAGE AND CLICK ON “FORGOT YOUR PASSWORD?” THEN FOLLOW THE PROMPTS TO RESET IT

CHECKOUT

WHAT PAYMENT METHODS DO YOU ACCEPT?
WE ACCEPT VISA, MASTERCARD, AMERICAN EXPRESS, AND PAYPAL. WE ONLY CHARGE YOU AFTER YOUR ORDER SHIPS—PLEASE ONLY CLICK THE “PLACE ORDER” BUTTON ONE TIME TO AVOID MULTIPLE AUTHORIZATIONS. WE DO NOT ACCEPT CHECKS, CASH, OR MONEY ORDERS ONLINE.
WHY AM I SEEING A CHARGE ON MY BANK ACCOUNT WHEN I JUST PLACED THE ORDER? 
DON’T WORRY, THAT’S WHAT WE CALL AN “AUTHORIZATION.” THIS IS COMMON BANK PRACTICE THAT ENSURES YOU HAVE SUFFICIENT FUNDS AND VERIFIES ACCOUNT AUTHENTICITY. DEPENDING ON YOUR BANK, THE AUTHORIZATION USUALLY CLEARS WITHIN 48 – 72 HOURS. IF YOU NEED TO SPEED UP THAT PROCESS, CONTACT YOUR CREDIT CARD’S ISSUING BANK.
WHY DID I RECEIVE AN ERROR MESSAGE WHILE PLACING MY ORDER?
UGH. IF AN ERROR MESSAGE APPEARED AFTER YOU CLICK “PLACE ORDER,” THEN THERE MAY BE AN ISSUE WITH THE BILLING AND/OR SHIPPING INFORMATION ENTERED. DOUBLE CHECK...NO, TRIPLE-CHECK THAT THE BILLING INFORMATION YOU ENTERED DURING CHECKOUT IS EXACTLY WHAT YOUR CREDIT CARD PROVIDER HAS ON FILE. THIS INFORMATION INCLUDES THE CARDHOLDER'S NAME AS IT APPEARS ON THE CARD, BILLING ADDRESS, CREDIT CARD NUMBER, EXPIRATION DATE, AND CSV CODE.
WHY IS MY PAYPAL NOT WORKING?
FOR QUESTIONS REGARDING PAYMENT VIA PAYPAL, PLEASE LOGIN TO YOUR PAYPAL ACCOUNT AND CONTACT CUSTOMER CARE.
OTHER CHECKOUT ISSUES
IF YOU ARE STILL EXPERIENCING CHECKOUT ISSUES, WE’D BE HAPPY TO GIVE YOU SOME PERSONAL ASSISTANCE. CONTACT US BY EMAIL AT SUPPORT@SHOPETERNE.COM AND ONE OF OUR SUPPORT TEAM WILL RESEARCH YOUR PROBLEM FOR YOU. PLEASE BE SURE TO INCLUDE YOUR ORDER NUMBER.

ORDER SHIPPING

WHAT SHIPPING OPTIONS DO YOU OFFER?

WE OFFER FREE GROUND SHIPPING ON ALL DOMESTIC ORDERS OVER $100. ORDERS ARE SHIPPED ON BUSINESS DAYS ONLY. BUSINESS DAYS ARE MONDAY-FRIDAY, EXCLUDING FEDERAL HOLIDAYS WITHIN THE UNITED STATES. IF YOU'D LIKE TO EXPEDITE YOUR ORDER, SELECT USPS STANDARD OVERNIGHT, USPS PRIORITY MAIL, OR USPS PRIORITY MAIL EXPRESS AT CHECKOUT. PRICE WILL BE CALCULATED AT CHECKOUT BASED ON YOUR ORDER’S SIZE AND WEIGHT. 

WE’RE UNABLE TO SHIP TO U.S. TERRITORIES AND P.O. BOXES AT THIS TIME.

HOW DO I TRACK MY ORDER?

SUCCESS! ONCE YOUR ORDER SHIPS, WE’LL SEND YOU A CONFIRMATION EMAIL WITH YOUR TRACKING INFORMATION. ALL ONLINE ORDERS DO NOT REQUIRE A SIGNATURE. USE THE USPS TRACKING NUMBER YOU RECEIVE TO TRACK DOMESTIC SHIPMENTS THROUGH WWW.USPS.COM

YOU CAN ALWAYS CHECK THE STATUS OF YOUR ORDER BY LOGGING INTO YOUR ACCOUNT. AND IF YOU DON’T RECEIVE YOUR SHIPPING CONFIRMATION WITHIN THREE BUSINESS DAYS OF PLACING YOUR ORDER, REACH OUT TO OUR CUSTOMER SERVICE TEAM AND BE SURE TO INCLUDE YOUR ORDER NUMBER TO EXPEDITE THE PROCESS, SUPPORT@SHOPETERNE.COM.
 
HOW DO I CHANGE MY SHIPPING ADDRESS
WE HAVE YOUR SAFETY IN MIND. DUE TO SECURITY PURPOSES, ONCE AN ORDER HAS BEEN VERIFIED, WE CANNOT MODIFY OR CHANGE A SHIPPING ADDRESS.  WE WOULD BE MORE THAN HAPPY TO CANCEL YOUR ORDER AND HELP YOU PLACE A NEW ORDER WITH YOUR CORRECT SHIPPING/BILLING INFORMATION IF YOU'D LIKE.
I THINK MY PACKAGE WAS LOST OR STOLEN. WHAT DO I DO NOW?
CRUD. MY PACKAGE NEVER MADE IT. IF YOU HAVE REASON TO BELIEVE YOUR PACKAGE HAS BEEN LOST OR STOLEN, PLEASE CONTACT CUSTOMER CARE TO INITIATE A LOST PACKAGE INVESTIGATION. PLEASE ALLOW 3 - 5 BUSINESS DAYS FOR THE FEDEX INVESTIGATION AND FOR ÉTERNE CUSTOMER CARE TO CONTACT YOU FOR NEXT STEPS. IF AFTER THE INVESTIGATION YOUR PACKAGE WAS CLAIMED AS LOST, WE ARE MORE THAN HAPPY TO RE-SHIP A NEW ORDER UNDER SIGNATURE REQUIRED IF YOUR ITEM(S) ARE STILL IN STOCK, OTHERWISE WE'LL PROCESS AN ETERNE STORE CREDIT FOR YOUR ORIGINAL AMOUNT. UNFORTUNATELY, WE ARE UNABLE TO PROCESS A REFUND AT THIS TIME.
ARE THERE ANY SHIPPING RESTRICTIONS?
SORRY BUT AT THIS TIME WE’RE UNABLE TO SHIP TO U.S. TERRITORIES AND P.O. BOXES.

RETURNS

HOW DO I RETURN AN ITEM?
WE’RE SORRY YOUR ORDER DIDN’T WORK OUT.
IF YOU ARE NOT SATISFIED WITH YOUR ORDER FOR ANY REASON, WE WILL ACCEPT THE RETURN OF ITEMS THAT ARE IN NEW, UNUSED CONDITION, WITH ORIGINAL TAGS ATTACHED AND ALL ORIGINAL PACKAGING AND OTHER COMPONENTS INCLUDED. ALL ORDERS MUST BE RETURNED WITHIN 30 DAYS OF PURCHASE FOR A REFUND. RETURNED ITEMS MUST NOT BE WASHED, WORN OR ALTERED. ITEMS INDICATED AS "FINAL SALE" AT THE TIME OF PURCHASE ARE NOT ELIGIBLE FOR RETURN, EXCHANGE OR MERCHANDISE CREDIT.

CREDIT FOR YOUR RETURNED ITEM(S) WILL BE REFUNDED BACK TO YOUR ACCOUNT IN THE SAME FORM OF PAYMENT USED TO PURCHASE THE ITEM(S). THE CUSTOMER IS RESPONSIBLE FOR THE RETURN SHIPPING COSTS, WHICH WILL BE DEDUCTED FROM THE TOTAL RETURN CREDIT. THE CREDIT SHOULD APPEAR ON YOUR NEXT STATEMENT. AT THIS TIME, WE ARE NOT ACCEPTING INTERNATIONAL RETURNS.

TO START YOUR RETURN CLICK HERE.
HOW DO I EXCHANGE AN ITEM?
AT THIS TIME, WE DO NOT ACCEPT EXCHANGES. IF YOU NEED A DIFFERENT COLOR, ITEM OR SIZE, WE RECOMMEND ORDERING THE DESIRED SIZE WHILE IT IS STILL IN STOCK AND RETURNING THE ORDER(S) AS NEEDED. RETURNS THAT DO NOT MEET THE ABOVE DOMESTIC RETURN POLICY REQUIREMENTS ARE ACCEPTED AT THE DISCRETION OF ÉTERNE AND SUBJECT TO A $10 RETURN FEE.
HOW DO I START A RETURN?
SOMETIMES THINGS DON'T WORK OUT. WE GET THAT! ALL ORDERS MUST BE RETURNED WITHIN 30 DAYS OF PURCHASE FOR A FULL REFUND. TO START A NEW RETURN, CLICK HERE. ONCE YOUR RETURN BEGINS PROCESSING, YOU WILL RECEIVE A CONFIRMATION EMAIL.
HOW DO I TRACK MY RETURN OR REFUNDS
TO TRACK THE STATUS OF YOUR RETURN, REFER TO YOUR CONFIRMATION EMAIL. ONCE WE RECEIVE YOUR RETURN, PLEASE ALLOW 7 - 10 BUSINESS DAYS FOR YOUR REFUND TO PROCESS. REFUNDS ARE ADMINISTERED TO THE SAME FORM OF PAYMENT ORIGINALLY USED FOR PURCHASE. DUE TO VARYING PROCESSING TIMES BETWEEN PAYMENT PROVIDERS, PLEASE NOTE THAT REFUNDS CAN TAKE UP TO 10 WORKING DAYS TO SHOW ON YOUR ACCOUNT.  WHEN YOUR RETURN AND REFUND ARE FULLY PROCESSED, YOU WILL RECEIVE A CONFIRMATION EMAIL FROM ETERNE CUSTOMER CARE.

PRODUCT CARE

HOW DO I CARE FOR MY ÉTERNE?
WASH GENTLY. WE WANT YOUR CLOTHING TO STAY AS PERFECT AS THE DAY YOU BOUGHT THEM.  WE SUGGEST WASHING YOUR ITEMS IN COLD WATER AND DRYING ON PERMANENT PRESS TO AVOID WRINKLES.
PUT THEM AWAY CAREFULLY. FOLDING T-SHIRTS KEEPS THEM FLUFFY. FOLDING IN THE SLEEVES TOWARD THE BACK, AND THEN FOLDING THE T-SHIRT IN HALF ONCE CROSSWISE HELPS TO AVOID CREATING EXTRA CREASES.
HOW DO I KNOW THIS IS A GENUINE ÉTERNE ITEM?
SHOPETERNE.COM IS THE ONLY AUTHORIZED ONLINE E-COMMERCE SITE OF AUTHENTIC ÉTERNE PRODUCTS. ANY VARIATION OF THE ÉTERNE DOMAIN NAME IS NOT AFFILIATED WITH ÉTERNE, AND THE AUTHENTICITY OF THE PRODUCTS ON SUCH E-COMMERCE SITE CANNOT BE CONFIRMED. JUST BECAUSE IT HAS THE WORDS “ÉTERNE” IN THE DOMAIN NAME DOESN’T MEAN YOU’LL GET LEGITIMATE ÉTERNE PRODUCTS OR ANY PRODUCTS AT ALL.