Return and Refunds

RETURNS & REFUNDS

PLEASE NOTE: WE DO NOT ACCEPT FREE RETURNS; A FEE WILL BE CHARGED.

Returns

Is it possible to return my order?
Yes, it is possible. If you are not satisfied with the items you have ordered, you have the option to return them within 30 days of receipt.

The order must meet the following conditions:

  1. The order contains all relevant parts, components, and packaging in its original condition.
  2. There is no evidence of damage due to careless handling beyond normal use.
  3. Products where hygiene is important have been thoroughly cleaned before the return process begins.
  4. The product was found to be defective immediately upon receipt.
  5. The customer may be charged for returns that do not meet these conditions.
  6. A return will be processed within 7 working days, and if the conditions are met, it will be officially acknowledged within this period.

We reserve the right to refuse returned goods if we suspect they have been used or damaged without our fault.

How can I return my order?
If your order meets the above conditions, please follow these steps:

  1. Send an email to: info@eternellemode.ch
  2. Make sure the email contains the following:
    • Order number
    • Reason for return request
    • Photo of the product in case of damage
    • Customer’s first name and surname
    • Customer’s address

We will communicate with you and provide the return address.
Never return the item to the sender. We will provide the correct address after you contact us. The customer is responsible for the shipping costs for returning the product.

Cancellation Terms and Conditions

Right of cancellation
The cancellation period is 14 days from the day you, or a third party designated by you (other than the carrier), receive the goods.

As we operate with a fully automated system, orders are fulfilled as soon as they are placed. Therefore, we cannot stop the shipping process until delivery is complete, so a refund is not possible before you receive the goods.

To exercise your right to cancel, you must inform us, Éternelle mode Zürich, with a clear statement (e.g., via email) of your decision to cancel this agreement.
The cancellation is complete when we have received the goods. The buyer will bear the return shipping costs.

Registration of shipments in transit
As our goods are shipped from our central warehouse, there may be longer transit times, which are beyond our control. If the goods are already on their way to you, cancellation is not possible. Please wait until you receive the goods and then return them to us. You may inform us of your cancellation in advance.

To ensure the fastest possible return, please provide us with a shipping confirmation.

Consequences of withdrawal
If you withdraw from this agreement, we will refund all payments received from you, excluding delivery charges (unless additional charges were due to choosing a method other than our standard delivery), without undue delay, and no later than 14 days from the date we receive notification of your withdrawal and receipt of the goods.
The refund will be processed using the same payment method used for the original transaction unless otherwise agreed. No charges will be applied for this refund.

ALL RETURNS WILL BE SHIPPED TO OUR CENTRAL WAREHOUSE AT THE CUSTOMER’S EXPENSE