Return Policy
At Eternity, we want every customer to feel confident and satisfied with their clothing purchase. We understand that sometimes a piece may not fit perfectly, or the style might not match your expectations—and we’re here to make the return process simple, transparent, and stress-free. Below is our full return policy to guide you through every step.
1. Eligibility for Returns
To qualify for a return, refund, or exchange, your item(s) must meet the following criteria:
- Return Window: You must initiate a return request within 30 calendar days of the date your order was delivered (we use delivery confirmation records to verify this timeline).
- Item Condition: The clothing must be in its original, unworn, and unused state—this means no signs of washing, ironing, stains, tears, or damage; all original tags, labels, and packaging (such as garment bags or dust covers) must be intact and included with the return.
- Exceptions: Custom-made or personalized clothing (e.g., monogrammed items, made-to-measure pieces) are non-returnable and non-refundable, unless the item arrives with a manufacturing defect. Clearance/sale items marked “Final Sale” are also non-returnable—please check product pages for this label before purchasing.
2. How to Initiate a Return
Follow these steps to start your return:
- Contact Our Team First: Before sending any items back, please reach out to us to confirm your return eligibility and receive a Return Authorization (RA) Number—this number ensures we can track your package and process your request quickly.
- Phone: Call us at 15768371182 (Monday–Friday, 9:00 AM–6:00 PM GMT+8).
- Email: Send a message to 2223232291@qq.com with the subject line “Return Request – [Your Order Number],” and include:
- Your full name and order number (found in your order confirmation email).
- Photos of the item (front, back, and any tags) to confirm its condition.
- Whether you prefer a refund, exchange, or store credit.
- Wait for RA Number: We will respond to your request within 2 business days—if approved, we’ll send you your unique RA Number and our official return address (see Section 4 below).
- Package the Item: Securely pack the eligible item(s) with the RA Number clearly written on the outer package (do not write directly on the product or its original packaging). Include a copy of your order invoice (or a note with your order number) inside the package to avoid delays.
3. Return Shipping Responsibilities
- Shipping Costs: For returns due to customer choice (e.g., wrong size, change of mind), the cost of shipping the item back to us is the responsibility of the customer. We recommend using a trackable shipping service (e.g., China Post, SF Express) and keeping the tracking number—Eternity is not liable for lost, damaged, or delayed packages during return transit.
- Free Returns for Defects: If you’re returning an item due to a manufacturing defect (e.g., faulty stitching, incorrect sizing, fabric flaws) or if we shipped the wrong item, we will cover the return shipping cost. Simply provide your shipping receipt via email, and we’ll reimburse you for the standard shipping fee (excludes expedited shipping costs).
4. Where to Send Your Return
Once you have your RA Number, ship your package to our official return address:
Recipient: Eternity Clothing Returns Department
Address: Xincheng Street, Leizhou City, Zhanjiang, Guangdong Province, China
Note: Do not send returns to any other address—packages without an RA Number or sent to an incorrect location may be rejected or delayed.
Recipient: Eternity Clothing Returns Department
Address: Xincheng Street, Leizhou City, Zhanjiang, Guangdong Province, China
Note: Do not send returns to any other address—packages without an RA Number or sent to an incorrect location may be rejected or delayed.
5. Refund & Exchange Processing
- Processing Timeline: After we receive and inspect your returned item (usually within 3–5 business days of delivery to our address), we will notify you via email to confirm whether your return is approved.
- Refunds: If approved, refunds will be issued to your original payment method (e.g., credit card, PayPal). Please allow 5–10 business days for the refund to appear in your account—processing times may vary depending on your bank or payment provider.
- Exchanges: If you requested an exchange (e.g., for a different size or color), we will ship the new item to you free of charge once your returned item is approved. If the requested size/color is out of stock, we will offer you a full refund or store credit (whichever you prefer).
- Store Credit: If you opt for store credit, it will be issued as a unique coupon code sent to your email—this code never expires and can be used on any future purchase at Eternity’s independent site.
6. Damaged or Incorrect Items
If your order arrives damaged, defective, or with the wrong item(s), please contact us within 7 days of delivery (via phone or email) and provide:
- Your order number.
- Clear photos/videos of the damaged/incorrect item and the original packaging.
We will arrange for a free replacement (if available) or a full refund—and we’ll cover all shipping costs for returning the faulty item (if we request it).
7. Questions or Support
If you have any questions about our return policy, need help with a return, or want to follow up on your request, don’t hesitate to reach out:
- Phone: 15768371182 (Monday–Friday, 9:00 AM–6:00 PM GMT+8).
- Email: 2223232291@qq.com (we respond to all emails within 2 business days).
- Address: Xincheng Street, Leizhou City, Zhanjiang, Guangdong Province, China (for in-person inquiries, please call ahead to confirm availability).
Eternity is committed to making your shopping experience positive—even if a return is needed. We appreciate your understanding of our policy, which helps us maintain the quality and integrity of our clothing for all customers.
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