Your Satisfaction is Our Priority
Shipping Policy
At Eterna, we take great care in packaging and shipping your handcrafted pieces to ensure they arrive safely and beautifully presented. Each item is carefully wrapped and packed to withstand transit while maintaining the luxury experience you expect from the La Maison Eterna.
Domestic Shipping
- FREE STANDARD SHIPPING: Enjoy complimentary standard shipping on all orders to domestic addresses.
- PROCESSING TIME: Orders are typically processed within 1-2 business days. Some items may require additional handling time due to their handcrafted nature.
- SHIPPING CARRIERS: We partner with trusted carriers to ensure safe delivery.
- TRACKING: Once your order ships, you will receive a confirmation email with tracking information.
International Shipping
We are proud to ship our collections worldwide.
- SHIPPING RATES: International shipping costs are calculated at checkout based on destination, weight, and dimensions.
- DELIVERY TIMES: International delivery typically takes 7-14 business days, depending on destination and customs processing.
- CUSTOMS & DUTIES: International orders may be subject to customs duties, taxes, and fees. These charges are the responsibility of the recipient.
- RESTRICTIONS: We ship to most international destinations. Contact us to verify delivery to remote locations.
- DECLARATIONS: All international shipments include accurate customs declarations. Values cannot be altered.
Delivery Issues
Lost or Stolen Packages
If tracking shows delivery but you haven't received it, please check with neighbors, verify the address, and contact us within 48 hours.
Damaged in Transit
If your item arrives damaged, do not discard packaging. Take photos and contact us within 48 hours for a replacement or credit.
Incorrect Address
We cannot be responsible for orders shipped to incorrect addresses provided by the customer. Changes after shipping may incur fees.
Returns Policy
Your satisfaction is our priority. We offer a 14-day return policy. Due to the handcrafted, luxury nature of our products, certain conditions apply to ensure the integrity of our pieces.
Return Eligibility
Eligible Items
- Unused items in original condition
- Original packaging, tags, and materials
- Proof of purchase included
- Initiated within 14 days of delivery
Ineligible Items
- Personalized or custom orders
- Items showing signs of use
- Missing original packaging
- Sale or clearance items (unless defective)
- Gift cards
Natural variations in jade stone, hand-blown glass, and silver finishes are inherent characteristics of artisan appeal and not grounds for return.
How to Initiate a Return
1. CONTACT US: Email concierge@lamaisoneterna.com or call +91-9217660087 with your order number.
2. AUTHORIZATION: Receive a Return Authorization (RA) number within 2 business days.
3. PACK SECURELY: Include all certificates and mark the RA number clearly on the package.
4. SHIP: Use a trackable method. We recommend insurance for high-value returns.
Refunds
Refunds will be issued to the original payment method after inspection.
- Full refund of purchase price for eligible returns.
- Original shipping charges are non-refundable unless due to our error.
- Processed within 5-7 business days of receipt.
- High-value items may be subject to a restocking fee for inspection.
Exchanges
We are happy to exchange items for a different size, color, or product of equal value.
- Follow the standard return process and indicate exchange preference.
- We cover shipping for the exchange item (one time).
- If items differ in value, we will refund or charge the difference.
- Out-of-stock items can be refunded or issued as store credit.
Contact Support
Our customer service team is here to help with any shipping or return queries.
Concierge Support
Eterna - La Maison Eterna