At Eternitive, we take great care to ensure that every product you purchase is authentic, verified, and handled with the highest standards of service.
Please read our policy below to understand how returns, exchanges, and refunds are managed.
1. General Policy
Due to the exclusive and limited nature of the items we sell, Eternitive operates under a strict return and refund policy.
We guarantee authenticity and quality on every product — therefore, returns and refunds are accepted only in specific cases, as described below.
2. Exchanges
We accept exchanges under the following conditions:
You must notify us within 24 hours of receiving your order.
The product must be unused, unworn, and in its original packaging, including all tags, dust bags, boxes, and authenticity cards where applicable.
Exchanges can be made for size, color, or another item of equal or greater value (price difference applies).
Once approved, our team will coordinate the exchange process and arrange a pickup or drop-off through our courier partners.
3. Returns
Returns are not accepted except in cases where:
The item received is significantly different from the one ordered.
The product arrives damaged during shipping (must be reported immediately with unboxing photos/videos).
There is an authenticity or quality issue verified by Eternitive.
If a return is approved, the item must be sent back in the same condition as received, with all original packaging and proof of purchase.
Refunds, when applicable, will be processed only after the product is inspected and confirmed to meet return criteria.
4. Custom and Personal Shopper Orders
Products ordered through our Personal Shopper Service are custom purchases made specifically for you.
For this reason, returns or cancellations are not accepted once the order has been confirmed and processed.
We ensure authenticity through live photos, invoices, and verification videos before delivery.
5. Outlet and Sale Items
All outlet or discounted items are final sale and cannot be returned or exchanged.
We guarantee the authenticity of every product, even when purchased at reduced prices.
6. Delivery Issues or Damaged Packages
If your package arrives damaged or tampered with:
Please do not accept it and notify the courier immediately.
Contact our support team within 24 hours at contact@eternitive.com or via WhatsApp, including photos or videos of the issue.
Our team will open an investigation and provide a resolution as quickly as possible.
7. International Orders
For deliveries within Europe, we accept orders with a minimum value of €300, shipped after full prepayment.
Due to international handling and customs procedures, returns are not accepted for international shipments unless there is a verified issue with authenticity or damage in transit.
8. Refunds (if applicable)
Refunds are processed only in approved cases and:
Will be made to the original payment method (bank transfer, PayPal, or card).
May take 5–10 business days depending on the bank or payment provider.
Are subject to verification of product condition and documentation.
9. Authenticity Guarantee
We take pride in guaranteeing that every product sold by Eternitive is 100% authentic.
Each item is sourced from official brand boutiques or authorized resellers, and we provide:
Invoices and authenticity documentation
Original brand packaging (when available)
Live photos and videos as proof before shipment
If you have any concerns about authenticity, please contact us — our reputation and long-standing presence in the market since 2015 are your assurance.
10. Contact Us
For any inquiries regarding returns, exchanges, or refunds, please contact:
Showroom: Sheshi Wilson, in front of Posta Shqiptare No. 8, Tirana
WhatsApp: +355 69 256 3333
Mobile: +355 69 526 8097
Email: info@eternitive.com
Instagram: @luxby_eternitive
Our customer service team is available Monday–Saturday, 09:30–20:30, and will respond as quickly as possible.
Note
By purchasing from Eternitive, you agree to this Refund & Return Policy.
Our goal is always to provide you with authentic luxury products and exceptional service.