FREE SHIPPING on all orders

FAQ

Orders

Where do we ship?

We currently offer our products in the United States and Canada.  Items shipped outside of the United States may be subject to import duties, taxes and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by Eternelle Skincare Products.

We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from FEDEX to to the local carrier in Canada once the products have exited the United States.

Please check with your country’s customs office to determine what these additional costs may/may not be will be prior to placing your order.

Where can I purchase your products?

Eternelle Skincare’s Products are available for purchase directly on our website at www.eternelleskincare.com

How much is shipping?

We offer free Shipping & Handling within the Contiguous 48 states. Hawaii, Alaska and Canada shipping costs are determined by Zip/Postal code at checkout.

How long before I can receive my order?
The processing time for orders is within 48 hours. After your order has been shipped, delivery time within the United States is 2-6 business days, and 7-10 business days to Canada. This time may vary for any shipping deliveries that may be affected by customs, natural occurrences, or air and ground transportation strikes or delays, or any extra fees, customs or back end charges once the package has exited the United States.

What carrier do you use?

Eternelle Skincare ships via FEDEX, FedEx SmartPost and USPS for all domestic packages and FEDEX/USPS for all Canadian packages.

Do you ship to P.O./APO/FPO?

At this time we can only ship to a actual physical business/residence address

Can I change my order?
If you wish to add/change to your order please contact support@eternelleskicare.com  as soon as possible. We will do our best to accommodate your request however there is no guarantee that any changes can be made once an order is placed. 

Can I cancel my order?
Unfortunately we are not able to cancel an order once it has been placed.

Can I return my order?

We are unable to offer refunds, returns, or exchanges. All sales are final. Please note, Eternelle Skincare Products reserves the right to refuse all returns, reshipments and refunds. 

In the unlikely event that a product arrived damage, the customer must contact customer service at support@eternelleskincare.com within 24 hours of receipt. Customer must include photos of the issue and a screenshot of your order confirmation email.

Can I exchange my product?
We apologize but we currently do not offer exchanges, all sales are final.

How can I check the status of my order?

Please refer to your shipping confirmation email to track your order.

Why was I charged twice?

You will only be charged for what you purchased, if you see duplicate charges, please give it a few days and it should fall off and the issue should be rectified automatically.  However if it still remains and you are positive you only placed one order, please send us an email to support@eternelleskincare.coom with a screenshot of the duplicate charge for further assistance.

I have not received an order confirmation, what should I do?

Order confirmations can sometimes take up to 24 hours to receive due to high demand. If you have not received your order confirmation email after 24 hours, please contact us at support@eternelleskincare.com with your inquiry.

What forms of payment do you accept?

We accept online payments through Visa, Mastercard, American Express, Apple Pay, AmazonPay and Paypal.

My items arrived damaged, what should I do?
Please contact us immediately, within 24 hours receiving the order, at support@eternelleskincare.com.  Please provide us with your order number and some photos of the damage product/s.

I received incorrect item/s what should I do?
Please contact support@eternelleskincare.com  within 24 hours receiving the order, so that we can take care of this for you. Please provide us with your order number along with a photo of the incorrect item you received.

My package is stuck and tracking shows no movement, what do I do?
For domestic orders, package can only be considered lost if there has been no movement for 10 business days from the day it was shipped.  Please

send an email to support@eternelleskincare.com if your shipment shows no movement from the carrier's tracking information. 

I put the wrong address on my order, please help!
Please be careful when entering your shipping address, Eternelle Skincare Products will not be responsible for orders sent to the incorrect delivery address provided by the customer.

How can I find out more information about a product?
Product details can be found on our products page https://www.eternelleskincare.com/products  but if you have more questions, please free to email us at info@eternelleskincare.com

 

CUSTOMER ACCOUNT

Do I have to set up an account to place an order?

No. You do not have to have an account to place an order.

How do I create an account?

You can create an account by visiting https://www.eternelleskincare.com/account/register

How do I subscribe or cancel my email subscription?

You can easily subscribe to emails by visiting www.eternelleskincare.com  If you wish to update/cancel/unsubscribe, you can click unsubscribe by locating the "Unsubscribe" link within the email subscription.

I forgot my password, what do I do?

To reset your password, go tohttps://www.eternelleskincare.com/account/login  and click on “Forgot your password?” above the sign-in button. You will then be prompted to enter your E-mail address you used to create your account. Once you submit, you will receive an E-mail notification with a link to reset your password. Once you’ve done this, you can log in with your new password as normal on this page: https://www.eternelleskincare.com/account/login

How can I contact you?

To get in contact with us, contact us at support@eternelleskincare.com or give us a call Monday - Friday from 9am - 5pm at 702-728-8500.

 

 

PRODUCT/INGREDIENTS

Where are your products manufactured?

Our formulas are made in the USA, with globally sourced ingredients. 

Are your products vegan?

Yes Eternelle Skincare products are Vegan friendly

Does Eternelle Skincare Products use phthalates, parabens or sulfates?

Eternelle Skincare does not use phthalates, parabens or sulfates in any of our products.

Do you test products on animals?
Eternelle Skincare does not test products on animals. All of our products are cruelty free.

Are the products safe to use for all skin types?

All products were formulated to be safe for all skin types but if you have specific concerns, please consult your doctor/dermatologist with the list of ingredients found on the website.

Are your products safe?

Yes, all products have been tested by a board certified dermatologist and have passed industry standard testing.

Are your products natural?
When possible, we choose naturally derived ingredients over synthetics in all formulations.

Have your products all been tested by a dermatologist?

Yes, all products have been tested by a board certified dermatologist, and have passed all required safety testing.

What temperature do these products need to be stored at?

We recommend storing your products in a cool dry place, away from direct sunlight and excessive heat.