FAQ

Orders

How do I know it's safe to order?

  • We take our website security extremely seriously. An Eternal Summer is powered by Shopify and we only accept payments through Shopify Payments, PayPal & Google Pay.

Where is my order confirmation?

  • We will send you an order confirmation via email after your order is placed.

When will my order be processed?

  • All orders will be processed as quickly as possible. However, this process may take up to 7 days.

Shipping & Delivery

When will I receive my order?

  • Depending on your location, delivery can take between 7-28 days.
  • Please remember: multi-item orders may arrive separately and at different times. Each item may be shipped from a different international warehouse, depending on which one has them available the fastest. We might ship your items at different times, in different packages, to prevent holding up your order and to get it to you as fast as possible! 

Can I track my order?

My tracking information says delivered, but I never received my order.

  • We know how important your order is! We provide our customers with the option to track your package. If the tracking information states that your items have been delivered but you have not received it, please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office.
  • We will always do our best to assist you, but we cannot hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact the shipping carrier to discuss the issue and file a claim with them.

    Do you ship internationally?

    • Currently we ship to the United States of America, Canada, the United Kingdom, Ireland, Australia and New Zealand. We hope to be able to expand our reach in the near future. Sign up to our newsletter for updates!
    • The default pricing on our site is in USD, the conversion rate depends on your issuing credit card company used on the transaction. The site will default US Dollars on the checkout page.
    • In some instances, delivery may be delayed depending on your country's customs. We are not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery.

    Will I be charged with customs/taxes?

    • The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

    Cancellations/Changes

    Can I make changes to/cancel my order?
    • If you need to change or cancel your order, please contact us immediately by email: info@aneternalsummer.com or via the Contact Us page. We process orders quickly (we’re fast!). Once our warehouse has processed your order, we will be unable to make any changes.
    • Please note that any orders that have already been processed cannot be cancelled.

    Returns/Refunds/Exchanges

    What is your return policy?

    • Please see our Refund Policy page at the bottom of the page for details.

    Can I get a refund?

    • Please see our Refund Policy page at the bottom of the page for details.

    Can I exchange an item?

    • Please see our Refund Policy page at the bottom of the page for details.

    Contact Us

    Can I visit you in person?

    • Unfortunately, we are not able to accept customers into our offices. Please contact us via our Contact Us page to get in touch!

    What are your operating times?

    • Our Customer Service Team operates the following hours: Mon-Fri 10:00-18:00 CET.
    • We aim to respond to your emails as quickly as possible, normally within 2 hours.