Exchange & Refunds

CANCELLATIONS, RETURNS AND EXCHANGES.

The following terms relating to cancellation, returns and exchanges form part of the main Terms of Use and Purchase which you are deemed to accept when you use the Site. Definitions used in the Terms of Use and Purchase apply to these terms. Your statutory rights are unaffected.

CANCELLATION

If you are a customer based in the EU, you have the right to cancel your order with us under the Consumer Protection (Distance Selling) Regulations 2000 (DSRs), provided that you give us written notice of cancellation no later than seven working days after receiving your order.
  1. To cancel your order, you must send your notice of cancellation in writing to us either by email to customercare@aeternastyle.com or by post to:
AETERNA STYLE LTD
PO Box 73685
LONDON, W12 2FZ

  We recommend that you keep some evidence of having given us the notice.

  1. If you cancel your order once you have received the goods, you must return your entire order to us at your cost, taking reasonable care of the goods. You will be liable for any damage to them until we receive them. We recommend you use (but you are not obliged to use) a secure, trackable means to return your order to us at AETERNA STYLE and that you retain proof of sending, in case of a dispute.

  1. Please note that you must cover the cost of the return shipment.

  1. All items must be returned unused, in their original condition and original packaging and from the country that the order was delivered to.

  1. We will refund the total price of your order including original delivery charges, within 30 days of receiving your notice of contract cancellation. If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.

Please note you may only use your right to cancel the order under the DSRs if you give us formal written notice of cancellation no later than seven working days after receiving the order, as described above. 

RETURN OR EXCHANGE

As an alternative to using your rights under the DSRs, you may prefer to return or exchange your items. To do this you must request a Returns Merchandise Authorization (RMA) number from us by emailing customercare@aeternastyle.com within 48 hours of receiving your order and tell us why you want to send your item(s) back. If an item is faulty or damaged, please provide details. Then return the products you wish to return within 14 days of receiving your RMA.

Please make sure your items are returned new, unused and with all AETERNA STYLE and designer garment tags still attached. Returns that do not meet our policy will not be accepted and will be sent back to the customer.

Items can be returned for a refund, exchange or AETERNA STYLE credit but any requests to return a product after the 14 day period or without all tags attached are discretionary. 

Returning your Purchase

  1. Email customercare@aeternastyle.com for a RMA number within 48 hours of receiving your products. If an item is faulty or damaged, please provide details.
  2. You will then receive an email containing your RMA number which is valid for the next 14 days within which you can send your unwanted item(s) back to us.
  3. Please state the RMA number on your package, which products you are returning and if you would prefer a refund, exchange or AETERNA STYLE credit.
  4. It is your responsibility to return the item(s) at your cost to:
AETERNA STYLE LTD
PO Box 73685
LONDON, W12 2FZ
It is advisable to send returned items by registered/tracked post. Please keep copies of your tracking information.
Please note that postal costs for returned goods are the customer’s responsibility and will be reimbursed by us only in the case of damaged, faulty, or incorrectly supplied goods.
  1. The items you return must be in new, unused and unworn condition with all the original packaging and garment tags still attached. See “Returns Policy” section below for our requirements for returned items. We do not accept any item with any indication that it was used. In such cases the item will be returned to the purchaser.
  1. On receipt of the returned item(s) AETERNA STYLE will inspect the item(s) and providing the return is as stated as per your emails with our customer service team when obtaining the RMA and as per our returns policy stated below we will re-credit the original purchaser’s credit or debit card for the price paid for the items returned. We will not refund postage or packaging costs unless the items returned were damaged, faulty, or incorrectly supplied.

Receiving a Refund

Your refund will be credited to the original payment method or as AETERNA STYLE credit.

If your order has been sent to a destination within the EU, all sales taxes will be refunded.

Credit and debit card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.

Exchanges for a different size

There is no charge to exchange items for a different size, however all exchanges are based on stock availability and subject to standard postage charges.

If you wish to exchange an item for a different size, you must follow the procedure to request a Returns Merchandise Authorization (RMA) number as stated above and then specify the new size you require by emailing customercare@aeternastyle.com

Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it to us following the steps for Returns set out above in order to receive a refund and then you can place a new order for the desired item.

Late Returns

An RMA number should be requested within 48 hours of receiving your order. You should then return your item(s) within 14 days of receiving this number. Returns outside these time frames may be accepted at the discretion of AETERNA STYLE.

RETURN POLICY

All items must be returned new, unused and with all AETERNA STYLE and designer garment tags still attached. Returns that are damaged, soiled, or altered may not be accepted and may be sent back to the customer and no refund or exchange given.

Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return.

Please email customercare@aeternastyle.com if any of your purchases have been delivered without AETERNA STYLE tags.

In addition to the general policy set out above, the following additional requirements apply to returns of specific types of items:

Clothing

Please take care trying on items as all products must be returned in a new and unused condition with all AETERNA STYLE and designer garment tags still attached.

Bags

Please handle light-colored bags carefully if you are still deciding whether you will be keeping the item. Please note that dark items of clothing can transfer dye to light-colored bags.

Shoes

When trying on shoes, please be mindful not to scratch the soles or mark the shoe box. Returns must also include the dust bag and box, as these are considered part of the product. Please place the shoe box inside another box in order to prevent damage during shipping.

Lingerie & Swimwear

Briefs, swimsuits and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip.

Faulty goods

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within six months of purchase. Please note that items that have been damaged as a result of wear and tear are not considered to be faulty.

Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability. You will receive a full refund if the item cannot be repaired or replaced.

Colours

We have made every effort to display the colours of our products that appear on AETERNA STYLE as accurately as possible. However, as computer monitors, tablets and mobile devices vary, we cannot guarantee that your monitor's display of a colour will be completely accurate.

Repeated Returns

We offer a flexible returns policy to make your online shopping experience even easier. However, we do monitor the number of returns made and may refuse to accept orders at our discretion if goods are returned repeatedly.