Order
You can check the order status in the “Orders” section under “My Account.”
Uncollected parcels.
1. Uncollected parcels from the parcel locker, after the expiration of the allowed pickup time, are returned to our warehouse where they are processed as returns.
2. Re-shipment of an order is possible in the case of a return from the parcel locker. In such a situation, please contact our Customer Service team. If the products from the returned parcel are still available for sale, after paying the courier service fee, they will be re-shipped to the specified address.
3. In case of inability to collect the parcel from the parcel locker, please inform us in advance so that our team can arrange the order for shipment at a later date.
Order Modification
Once the order is placed, it is not possible to edit or make changes to the order.
Shipping and delivery
According to section 5.4 of the online store regulations, the order fulfillment time is 7 business days.
1. For order deliveries, we cooperate with the following courier companies:
– DHL: Domestic and international order fulfillment
– InPost: Order fulfillment to parcel lockers
– Polish Post (Poczta Polska): International order fulfillment
2. Once the order is shipped, aeterie has no control over the delivery time.
1.Shipping costs are dependent on current fuel prices and packaging costs.
2. The current shipping costs are provided on the checkout page.
3. For international shipments, the shipping price will be updated after selecting the delivery option.
1.Courier companies provide the tracking number via email. This message will be sent once the order has been handed over to the courier.
2. If using the services of Polish Post (Poczta Polska), please contact our Customer Service team to receive the tracking number.
Pre-order and custom-made product
1. Pre-order allows you to purchase a product from a new collection before it becomes available for regular sale. By placing an order during the pre-order period, you reserve products that have not yet gone on sale. The models you selected are still in production.
2. The order fulfillment time for orders placed during the pre-order period depends on production factors. Usually, it takes about 14 days from the start/end of the pre-order period. Please note that the models you selected are still being produced, and not all situations can be predicted. However, we make every effort to deliver each collection to you as quickly as possible.
1. Marking a product as “available on order” means that the product is not available immediately in our store. This product is made specifically for you, right after you place your order.
2. The delivery time for a made-to-order product is approximately 7 to 14 days. Once the order is placed, we begin producing the selected product, which is why we cannot always give an exact delivery time.
Product availability
Our collections are limited edition. We revisit previous models, but they appear in new versions. We are continuously working on new collections, striving to meet your expectations. We share all the latest updates with you on our website and social media.
Size chart
1. On each product page, you will find a size chart indicating the measurements of a person wearing a specific size. When choosing a size, please refer to the upper limit provided in the chart.
| XS | S | M | L | ||
| Bust | 82-85 cm | 86-89 cm | 90-93 cm | 94-97 cm | 98-101 cm |
| Waist | 65-68 cm | 68-72 cm | 72-76 cm | 76-80 cm | 80-85 cm |
| Hips | 93-96 cm | 97-100 cm | 101-104 cm | 105-107 cm | 108-112 cm |
| Length | 103 cm | 105 cm | 105 cm | 105 cm | 107 cm |
| 36 | 37 | 38 | 39 | 40 | 41 | |
| Footwear Size Chart | 23,9 cm | 24,5 cm | 25,1 cm | 25,7 cm | 26,3 cm | 26,9 cm |
Exchanges and complaints
1.To make an exchange, please send the product back along with the return form and proof of purchase to the following address: aeterie, ul. Marynarska 14, 02-674 Warsaw.
EXCHANGE FORM
The exchange will be processed if the product is available.
If the product is out of stock, our Customer Service team will contact you.
2.If the price of the product for exchange has changed on our website, it is not possible to exchange it for the lower price. To make a new purchase using the previously credited amount, we suggest issuing a voucher equal to the value of your previous purchase.
To file a complaint, please send the product to the following address: aeterie, ul. Marynarska 14, 02-674 Warsaw, along with the attached complaint form. We will respond to the complaint within 14 days.
COMPLAINT FORM
The complaint will be reviewed solely based on an inspection of the product being complained about, delivered to the address mentioned above.
It is not possible to process a complaint based on photos or information provided in an email.
Return policy
We allow returns of products purchased through the online store if:
1.Less than 14 calendar days have passed since the product was delivered.
2. The product has not been used, has not been damaged during fitting, and no tags or seals have been removed.
3. The ordered product is not a “made-to-order” product or a cosmetic or dermocosmetic product.
Please consider your purchase carefully.
To return an order, please send the product back along with the attached return form and proof of purchase to the following address: aeterie, ul. Marynarska 14, 02-674 Warsaw.
RETURN FORM
The refund of the due amount will be processed within 14 days from the receipt of the correctly completed return form.
The fastest method of refund is choosing an immediate return in the form of a voucher equivalent to the value of the returned order, valid for one year from the date of issue. When choosing this option, the 14-day payment deadline does not apply – the voucher is issued immediately.
In the case of a refund to a bank account, the refund process begins once the contract is rescinded. From that point, the refund will be processed within 14 days. The amount due will be refunded according to the payment method selected during the purchase.
Address
Please send exchanges, complaints, and returns to the following address:
aeterie
ul. Marynarska 14
02-674 Warsaw
General inquiries – contact@aeterie.com
If you were unable to find an answer to your question, please use the contact form.