Frequently Asked Questions
GENERAL QUESTIONS
Why buy from the Eternal Fragranze website?
Because as an official online store we have the entire catalog of Eternal Fragranze products. Plus it's easy and safe.
How can I receive updates on the world of Eternal Fragranze?
- By signing up for our newsletter.
- By following our Facebook pages Eternal Fragranze, Instagram Eternal_Fragranze_ and TikTok
Are Eternal Fragranze products tested on animals?
No, as a company policy, no Eternal Fragranze product is tested on animals.
Do Eternal Fragrance products contain chemicals?
For years, we at Eternal have been choosing and selecting the best essences on the global market. Some of these are natural, while others, to combat the extinction of increasingly rare species of flowers and animals, are reproduced in the laboratory. All our products are designed to bring benefit to the homes and lives of our consumers!
PRODUCTS
How long does a fragrance last?
It depends on several factors, natural and otherwise: size and temperature of the environment in which it is located, exposure to the sun and ventilation. For a longer life, it is recommended to always keep the liquid at the height of the curvature of the bottle.
How to choose the right size for the diffuser?
To choose the right size it is important to start from the size of the room you want to perfume. The larger the room, the more capacity the air freshener must have.
Where is it best to place the bottle?
At human height. For medium-sized rooms, it is best to place the bottles in the center of the room; for larger rooms, place two or more bottles on opposite sides.
Is it necessary to use all the supplied sticks?
Yes, it is very important to ensure the fragrance lasts longer. The number, height and diameter of the sticks are carefully studied and matched to each bottle to ensure that the fragrance performs at its best and the right amount of oxygen enters the bottle.
How often do you need to turn the sticks?
Turn all or part of the sticks, once or more a week, to adjust the intensity of the essence.
Where are Eternal Fragranze home fragrances made?
All our fragrances are designed and produced in Milan.
Can Eternal Fragranze products be placed on any surface?
We recommend placing our products on stable, heat-resistant surfaces, avoiding polished, painted or varnished surfaces, and not placing them on electrical equipment, near or above heat sources or flammable materials.
Is it possible to reuse the same bottle with a new fragrance refill?
Yes, only after having washed it thoroughly first with water, then with alcohol and finally dried it.
Are new sticks included when purchasing a refill?
Yes, the refill always comes with a set of new sticks.
Can the sticks be reused?
It is recommended not to reuse them inside the bottle, but they can be used in other ways, for example in wardrobes or furniture, collected by a ribbon.
ORDERS
Do I need to be registered on the Eternal Fragranze website to make purchases?
No, it is not necessary to be registered, but it is recommended to keep track of orders.
How can I get help with an order?
By contacting our Customer Service, via email at: info@e-ternal.it or by telephone at the telephone number: +39 320 437 5135 , always indicating the reference order number.
What to do if you buy the wrong item?
Contact our Customer Service promptly, by email at: info@e-ternal.it or by telephone at the telephone number: +39 320 437 5135 , always indicating the reference order number.
REGISTRATION
What are the benefits of being registered on the Eternal Fragranze website?
If you register on our site you will be able to modify and save all your data, monitor your orders, stay up to date on the world of Eternal Fragranze and create a wishlist with your favorite products. There will be great advantages soon!
Is it possible to recover the password to access your account?
To reset your password, simply consult the section dedicated to the account.
PAYMENTS
Is it safe to buy from Eternal Fragranze?
Yes, purchases on the Eternal Fragranze website are safe, tracked and guaranteed.
How can I pay on the Eternal Fragranze website?
You can pay by choosing between: Credit Card, Paypal or Bank Transfer.
Is it possible to pay on delivery?
No, we do not accept payments by cash on delivery.
DELIVERY
Where are orders shipped from?
All orders are shipped from our warehouse in Italy.
Is it possible to track the shipment of my order?
As soon as your order is shipped, you will receive an email from the courier with the tracking number, which you can use to track your package.
What are the production times?
Production times vary from 1 to 7 days, depending on holidays and order load.
What are the shipping times?
In Italy, orders are delivered on average within 24/48 hours.
In Switzerland, orders are delivered on average within 3-5 working days.
Foreign orders, on the other hand, are delivered on average within 5-7 working days.
What are the shipping costs?
In Italy, Switzerland and abroad shipping is free!
RETURNS AND REFUNDS
Is it possible to return products purchased on the Eternal Fragranze website?
Yes, if you are not satisfied with the products purchased, you can return them at your expense, within 7 days from the date you received the order. For more details, you can consult the section dedicated to returns on the page dedicated to our general conditions of sale.
When is the refund made?
Once we receive the returned goods at our warehouses, we will issue the refund to you.