Frequently
Asked
Questions
Premium support for the most discerning customers. Every question deserves a perfect answer.
Each product includes a detailed size guide based on international standards. We recommend reviewing the Size Guide or Measurements tab on the product page before making your selection. If you’re unsure, our customer care team can assist you with personalized sizing guidance.
Yes. Every AETERNUM piece is made in partnership with certified ethical manufacturers and responsible suppliers. We ensure every fabric, finish, and detail aligns with our values of transparency, sustainability, and timeless craftsmanship.
We use only premium-grade materials – organic cottons, ethically sourced silks, recycled blends, and eco-conscious fabrics curated for comfort, durability, and a refined feel. Each garment reflects our commitment to quality and conscious production.
Select AETERNUM pieces are available for bespoke customization, including monogramming, tailored sizing, and exclusive colourways for gifting or corporate collaborations. To know more, please reach out to wecare@aeternumindia.com.
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.
Not at this time. International shipping will be introduced soon – subscribe to our newsletter to be notified once it’s live.
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.
Our delivery partners provide flexible delivery attempts and notifications before arrival. If you miss a delivery, you can easily reschedule through the link shared by our courier partner or reach out to our support team for assistance.
You may cancel your order within a short window before it is dispatched. Once the order has been packed or shipped, cancellations will no longer be possible. We encourage you to reach out to our support team at wecare@aeternumindia.com as soon as possible if you wish to request a cancellation.
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.
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.
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.
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.
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.
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.
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.
Creating an AETERNUM account takes just a moment. Click Sign Up on our website, enter your email, and set a password, or use Google login for instant access.
Yes, an exclusive loyalty program is currently in development for our community of patrons. Stay tuned – it’s designed to reward intentional living and timeless choices.
Our rewards will celebrate consistency and loyalty, offering tier-based benefits, early access to new collections, and personalized privileges. More details will be unveiled soon.
Of course. You can update your personal information, saved addresses, and communication preferences anytime by visiting your account dashboard under Profile Settings.
For bespoke corporate or bulk orders, please reach out directly to our client relations team at wecare@aeternumindia.com. We offer exclusive customization, packaging, and colourway options for corporate gifting and private collaborations, tailored to your brand or event.
Absolutely. All transactions on AETERNUM are processed through Razorpay, a trusted and PCI-DSS-compliant payment gateway. This ensures that your financial information is encrypted and handled securely at every step. We do not store any
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