Products
How do I choose the right size ?
Every product page includes a detailed Size Guide with garment measurements. We recommend comparing these measurements with a similar garment you already own for the most accurate fit.
If you're unsure, our Customer Care team will gladly help you choose the right size before placing your order.
WHY DO YOU ASK FOR MY HEIGHT WHEN ORDERING TROUSERS?
Our tailored trousers are finished according to the height you provide during checkout. This allows us to deliver a more personalised fit while reducing the need for alterations after delivery.
Please ensure your height is entered accurately. Products customised based on the measurements you provide may not be eligible for return or exchange under our Returns & Exchange Policy.
WHAT MATERIALS DO YOU USE?
We select fabrics based on the purpose of each garment rather than following a one-size-fits-all approach. Our collections feature premium materials including Supima Cotton, Giza Cotton, Linen, Bamboo, Rayon, Cotton Piqué, Cotton blends, Terry Rayon, and performance fabrics chosen for their comfort, durability, breathability, wrinkle resistance, and long-lasting wear.
The exact fabric composition for every product is listed on its individual product page.
ARE YOUR FABRICS WRINKLE-RESISTANT?
Many of our garments are made using performance fabrics and specially selected blends that naturally resist wrinkles and retain their shape throughout the day. Since fabric characteristics vary by product, we recommend checking the product description for specific fabric features.
WHERE ARE YOUR PRODUCTS MADE?
Every AETERNUM product is proudly designed in India and manufactured in partnership with carefully selected production facilities that meet our standards for craftsmanship, consistency, and quality.
What makes AEternum products different ?
We believe premium clothing is defined by thoughtful details. From carefully sourced fabrics and refined tailoring to premium trims and modern construction techniques, every garment is designed to offer exceptional comfort, durability, and timeless style.
Our focus is simple: create products you'll enjoy wearing for years—not just seasons.
Do you offer customisation ?
Yes, in select cases.
Our tailored trousers are personalised according to the height you provide during checkout for a better fit. We also undertake custom apparel projects for corporate, hospitality, institutional, and bulk orders, subject to minimum order quantities.
If you have a custom requirement, please contact our team before placing your order.
How Should i care for my garments ?
Each product includes detailed care instructions on its product page and garment label. Following these recommendations will help preserve the fabric, colour, fit, and finish of your AETERNUM garment.
Will the color of the product match the photos?
We strive to represent every product as accurately as possible. However, slight colour variations may occur due to screen settings, lighting conditions during photography, and the natural characteristics of certain fabrics.
Are your products true to size ?
Yes. Our garments are developed according to our own size specifications, which are outlined in the Size Guide. Since everyone prefers a different fit, we recommend referring to the garment measurements rather than relying solely on your usual size.
Do you restock old products ?
Some of our core essentials may be restocked, while limited collections may not return. You can sign up for back-in-stock notifications on the product page.
Can i request a product thats currently out of stock ?
Yes. Contact our Customer Care team, and we'll let you know if a restock or special production is planned. Get in touch with us at wecare@aeternum.com
Will you launch women'sclothing?
AETERNUM is continually expanding its product range. Follow us or subscribe to our newsletter to be the first to hear about new collections.
Shipping
What are your shipping options ?
We offer complimentary standard shipping (5–7 business days) on all domestic orders. If your delivery location is eligible for express shipping, an additional fee may apply. Please refer to our [Shipping Policy] for more details.
Do you ship internationally ?
Not at this time. International shipping will be introduced soon – subscribe to our newsletter to be notified once it’s live.
How long it will take to receive my order ?
Most orders are processed within 1–3 business days. Delivery timelines vary depending on your location and the nature of your order.
Orders containing personalised products, such as customised trousers, may require additional processing time
How can I track my order ?
Once your order is dispatched, a tracking link will be sent via email and SMS. You can also track your order directly from your AETERNUM account under My Orders.
CAN I CHANGE MY DELIVERYADDRESS AFTER PLACING AN ORDER?
If your order has not yet been packed or dispatched, we'll do our best to update your delivery address. Once the order has been shipped, address changes may not be possible.
Please contact Customer Care as soon as possible if you need assistance.
What if I am not available at the time of delivery ?
Our courier partners will usually make additional delivery attempts or contact you to arrange another delivery. If you're unable to receive your order, please follow the instructions provided by the courier or contact our Customer Care team for assistance.
Can i cancel my order after placing it ?
Orders may be cancelled before they enter processing or dispatch. Once an order has been packed, customised, or shipped, cancellation requests may not be accepted.
Please contact our Customer Care team immediately if you wish to request a cancellation. Cancellation requests are subject to our Cancellation Policy.
WHAT HAPPENS IF MY PACKAGE IS RETURNED AS UNDELIVERABLE?
If a shipment is returned to us due to an incorrect address, repeated unsuccessful delivery attempts, or refusal to accept delivery, our Customer Care team will contact you to discuss the next steps. Additional shipping charges may apply for re-dispatch.
WHAT SHOULD I DO IF MY ORDER ARRIVES DAMAGED?
If your package arrives damaged or appears to have been tampered with, please contact our Customer Care team within 48 hours of delivery with photographs of the package and the product so we can investigate and assist you promptly.
DO YOU SHIP ORDERS ON WEEKENDS OR PUBLIC HOLIDAYS?
Orders are processed on business days only. Orders placed on weekends or public holidays will be processed on the next working day.
WHY HAS MY ORDER NOT BEEN DISPATCHED YET?
Some orders require additional processing for quality checks, payment verification, or personalisation. We'll keep you informed if your order requires extra processing time.
Returns, Refunds and exchanged
What is the return policy?
We do not offer refunds once an order has been dispatched. However, we do accept returns and exchanges within 7 days of delivery, subject to certain conditions and quality checks. All items must be unused, in original packaging, and with all tags intact. Please refer to our [Return & Exchange Policy] for detailed terms.
How do i initiate return or exchange?
To initiate a return or exchange, simply log into your AETERNUM account and navigate to Orders → Return/Exchange. Follow the prompts to select the product and preferred resolution. Once your request is placed, you’ll receive an email/SMS confirmation and pickup details.
Do you offer exchanges ?
Yes, exchanges are available for size mismatches or defective products. Exchanges are subject to stock availability and location serviceability. For other valid cases, we may issue AETERNUM store credit at our discretion.
How long do refunds take?
Refunds are not typically issued. In exceptional cases approved by AETERNUM, refunds or AETERNUM store credits may be processed after quality checks are completed. Please allow 7–10 business days for processing once the return has been received and approved.
Why was my exchange/return request declined ?
Exchange or return requests may be declined if the product does not meet our Quality Check Parameters. This includes cases where items show signs of wear, missing tags, damage, or tampered packaging. Products that fall under the non-exchangeable categories (such as personalized or hygiene-sensitive items) are also ineligible. If your request has been declined and you believe it was in error, please contact our team with supporting details at wecare@aeternumindia.com.
Can I cancel a return/exchange request ?
Yes, a return or exchange request can be cancelled if the pickup has not yet been scheduled. Simply visit the “Orders & Returns” section in your account dashboard to cancel the request, or contact our support team for assistance. Once a pickup has been initiated, the process cannot be reversed.
What happens if i don't hand over the product within the timeline for pickup?
If the product is not handed over to the delivery partner within 7 business days from the date the return/exchange request was raised, the request will be automatically cancelled. You may still raise a new request later, provided it falls within the 7-day exchange window from the date of delivery.
WHAT IS YOUR RETURN & EXCHANGE POLICY?
Eligible products may be returned or exchanged within 7 days of delivery, subject to our Returns & Exchange Policy. Items must be unused, unwashed, in their original condition, with all tags, packaging, and accessories intact.
Some products, including personalised items, may not be eligible for return or exchange.
HOW DO I REQUEST A RETURN OR EXCHANGE?
Simply log in to your AETERNUM account, go to My Orders, select the relevant order, and submit your return or exchange request. Once approved, you'll receive pickup instructions and regular status updates.
DO YOU OFFER REFUNDS?
Refunds are offered only in circumstances outlined in our Returns & Exchange Policy. Where a refund is approved, it will be processed after the returned product successfully passes our Quality Check.
DO YOU OFFER SIZE EXCHANGES?
Yes. If you've ordered the wrong size, you may request a size exchange within the eligible return window, subject to stock availability and successful Quality Check.
CAN I EXCHANGE A PRODUCT FOR A DIFFERENT ITEM?
Depending on product availability and the circumstances of your request, we may offer an exchange or store credit in accordance with our Returns & Exchange Policy.
ARE PERSONALISED PRODUCTS ELIGIBLE FOR RETURN?
Products customised or personalised at your request—including trousers finished according to the height provided during checkout—may not be eligible for return or exchange unless they arrive damaged, defective, or materially different from what was ordered.
HOW LONG DOES IT TAKE TO PROCESS A REFUND?
Once your returned product passes our Quality Check and your refund is approved, the refund will be processed to your original payment method within the timelines specified in our Returns & Exchange Policy. Processing times may vary depending on your payment provider.
WHAT IF MY RETURN PICKUP IS MISSED?
If our courier partner is unable to collect your return, another pickup may be scheduled where possible. If you continue to experience issues, please contact our Customer Care team for assistance.
WHO PAYS FOR RETURN SHIPPING?
If the return is approved due to a manufacturing defect, incorrect product, or another issue attributable to AETERNUM, return shipping will generally be arranged by us. For other eligible returns or exchanges, return shipping charges may apply as outlined in our Returns & Exchange Policy.
CAN I TRY THE PRODUCT BEFORE DECIDING TO KEEP IT?
You may inspect the product upon delivery, but returned items must remain unworn, unwashed, and in their original condition with all tags attached to be eligible for return or exchange.
WHAT IS A QUALITY CHECK?
Every returned product is inspected to ensure it meets the conditions of our Returns & Exchange Policy. This includes checking for signs of wear, damage, missing tags, alterations, stains, odours, or any condition that affects the product's ability to be resold.
WHAT IF I RECEIVE THE WRONG PRODUCT?
If you receive an incorrect item, please contact Customer Care within 48 hours of delivery with photographs of the product and packaging. We'll investigate the issue and arrange an appropriate resolution.
WHAT IF MY PRODUCT ARRIVES DAMAGED OR DEFECTIVE?
If your product arrives damaged or has a manufacturing defect, notify us within 48 hours of delivery with supporting photographs. Once verified, we'll arrange a replacement, exchange, or another appropriate resolution in accordance with our policy.
