FAQ
Customer care
Thank you for your support of Eterea through your purchases. We want you to have a great experience with our products, so if your question is not answered in the FAQ please don’t hesitate contacting us by email or by calling our customer care line.Please call +506 2100-2587 or email [email protected] with any related questions.
Ordering
Q: How do I know if my order went through?
A: Once your order is placed, you will receive an email confirmation within 24 hours of time your order receipt.
Q: What if I did not receive an email confirmation?
A: Usually this means your email was invalid or your order did not process correctly. Please email [email protected] to confirm your order.
Q: What if my shipping address is different than the billing address?
A: Check the box on the checkout page that notes your shipping is different than your billing address. It will allow you to fill out the correct information for the shipping address.
Q: How do I track my order?
A:You should receive an email when your order ships that contains your tracking number. If you haven’t received this email in 3 working days after your order has been placed, please email [email protected] with your order number and we would be happy to send you your EMS tracking number and status.
Q: What if I get an error message about security issues?
A: We assure you that our website checkout page is secure and all transactions are completely private and secure. Sometimes the security systems on personal computers are not compatible with the security used on our checkout page. If you are unable to place the order because of that, please email [email protected] and we would be happy to assist you in placing your order.
Q: What if I am unable to place my order through your website?
A: This is an uncommon occurrence, but if you are unable to place your order, please email [email protected] and we will be happy to input your order a different way.
Shipping
Q: Do you ship internationally?
A: Yes! We to most countries across the globe. Just follow the steps during the checkout process to get our products to your doorstep. Please scroll down to the International Shipping section for more info. If our website don’t support and ship to your country please email us to [email protected] and we will do our best to deliver the product to you.
Q: How long will it take to get my order?
A: For International orders It will take approximately 2-5 weeks to receive your order. For domestic orders it will take approximately 2-4 working days.
*During high volume periods your order may need 1 or 2 more days to be processed and shipped.
International Shipping
Q: Where do you ship internationally?
A: We ship to most countries worldwide. Add a product to your cart to view all the available countries.
*If your country isn’t listed email us at [email protected] and we will do our best to deliver the product to you.
Q: How long will it take to receive an international order?
A: It will take 2 to 3 business days to process your order and 3-5 weeks for it to arrive, depending on the country.
**NOTE** There are occasionally fees and duties that required for international shipments in the recipient country, and the customer is responsible for paying any such fees.
Q: Is there tracking information for international shipments?
A: Yes, we will provide you with a tracking number for your international shipments for you to see its progress as it gets to you! Many countries do a good job scanning and utilizing the tracking number, however, there are others who will not follow through with updating tracking information and this is out of our control.
Q: Can I exchange an international order?
A: Yes, however we do not cover any of the duties or taxes for exchanging or returning international orders. The customer is responsible to pay the shipping cost of the products to Eterea and Eterea is responsible to pay the shipping cost back to customer.
In case the customer received a defective product, Eterea will pay for the shipping cost from and to the customer. Eterea preserve the right to determine if the product is defective or not.
Before shipping any products back to Eterea please contact [email protected] to receive an RA number.
Q: Can I return a product for an international order?
A: Yes, you can return a product 30 days after receiving the product. In case the product was defective the customer will receive full refund for it. Eterea preserve the right to determine if the product is defective or not. We will refund your money after the product was received and examined by Eterea.
The customer can return the products for any other reason than defective within 30 days he received the product, in this case the customer will pay the shipping cost back to Eterea and 20% restocking fee.
Returns & Exchanges
Q: How do I make an exchange?
A: Need a different size? Want a different color? We would be happy to exchange it for you. It must be in its original condition with merchandise tags in place and with a valid invoice within 30 days of the day the customer received the product. Please first email your inquiry to [email protected] to receive an RA number. Please ship to:
Attn: Returns/Exchanges
Eterea only exchanges product within 30 days of the original ship date. Please make sure your exchange is made within these 30 days. Exchanges take 1-2 business days for processing and 2-3 business days to ship back to you. You will receive an email confirmation regarding your exchange as well as a tracking number. Please note that we may not have the item you would like to exchange in stock. If this happens, we will contact you to let you know of this issue. If the item has a price difference for more than the original product, you will be contacted to charge your credit card the difference. If the item has a price difference for less than the original, the original card will be refunded the difference. Please do not include cash or check.
Q: How do I make a return?
A: We are committed to customer satisfaction. If you receive merchandise that you are unhappy with, please contact our customer service for a return authorization number (RA) within 30 days from the day you receive the package. We will not be able to process your return without the RA (return authorization) number. All packages received without an RA# will be refused. All returns are subject to a 20% restocking fee. Please return it to Eterea in the condition you received it. Merchandise must be returned in its original condition with merchandise tags in place and with a valid invoice. Refer to the return policy included on the back of the ship receipt and send to:
Attn: Returns/Exchanges
Eterea can only refund money onto the original account used up to 30 days past the shipping date of the products. Returns take 1-2 business days for processing and 12 hours to 1 billing cycle depending on your bank. You will receive an email confirmation regarding your return and money refunded. Shipping is nonrefundable.
Q: Can I receive retroactive discounts for items I purchased if they later go on sale?
A: No. At this time, we do not allow for customers to receive retroactive discounts on items that go on sale. You may only receive the sale price at the time of purchase.
Q: What if I lost the order receipt for a return or exchange?
A: Please email [email protected] and we would happy to retrieve your order number and receipt for you.
Q: Do I have to pay to ship a return or exchange?
A: Customers are responsible for shipping returns and exchanges back to our warehouse. Eterea will pay for shipping your exchange back to you. We advise using a service that is traceable since Eterea is not responsible for items lost in transit back to our warehouse or back to you. Eterea will cover shipping cost back to our warehouse only in case the product was defective and only if the customer using the local domestic courier.
Q: I think my order got lost in the mail. What do I do?
A: If you have not received your order in the allotted time, please email [email protected] so we can work out this issue for you.
Q: Can I return or exchange a product I purchased at a Eterea event?
A: Unfortunately, all sales for events are final and we are unable to exchange or return them.
Q: Can I return or exchange a product I purchased at a retail store?
A: All products purchased through retail stores must be returned and exchanged through that same retail store according to their return and exchange policy.
Q: If I return an item, how long will it take to receive a refund?
A: Once your return is received, we will process your refund within 1-2 days. Your shipping is nonrefundable. Depending on your bank, your credit will take 12 hours to 1 billing cycle to be applied.
Q: What if I want to return or exchange a product and it has been past the 30 days after receiving the item?
A: Unfortunately, we are unable to make exchanges if it has been past the 30 days or refunds.
Holiday Exceptions
Q: Do you have any holiday exceptions?
A: We do understand that holiday gifts are purchased in advance so we allow a 60 days return policy for products purchased Nov 15th through Dec 20th.