Refund Policy
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be:
- Unused and unopened
- In the same condition that you received it
- In its original packaging with tags
- Accompanied by a receipt or proof of purchase
Due to hygiene and safety reasons, beauty and personal care products that have been opened, used, or tampered with cannot be returned or refunded.
To start a return, please contact us at support@labelleeterna.com.
If your return request is approved, we will provide instructions on how and where to send your package. Items sent back to us without first requesting a return authorization will not be accepted.
Return Shipping
Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Original shipping charges are non-refundable. If a return is approved, refunds apply only to the product cost, not the shipping fee paid at checkout.
Damaged, Defective, or Incorrect Items
Please inspect your order immediately upon delivery.
If you receive an item that is damaged, defective, or incorrect, contact us within 24 hours of delivery at support@labelleeterna.com and include:
- Your order number
- Clear photos of the item and packaging
This allows us to evaluate the issue quickly and provide a replacement or refund if applicable.
Claims submitted after 24 hours of delivery may not be eligible for replacement or refund.
Non-Returnable Items
The following items cannot be returned:
- Opened or used beauty and personal care products
- Items not in their original condition or packaging
- Custom or personalized items
- Gift cards
- Sale or clearance items
If you have questions about whether your item qualifies for a return, please contact support@labelleeterna.com before sending the item back.
Exchanges
We currently do not offer direct exchanges.
If you would like a different item, the fastest way is to:
- Request a return (if eligible)
- Place a new order for the desired product
Lost or Stolen Packages
Once an order has been marked as delivered by the shipping carrier, La Belle Eterna is not responsible for lost or stolen packages.
Customers should contact the shipping carrier or their local post office to file a claim if necessary.
Incorrect Shipping Address
Customers are responsible for providing accurate shipping information at checkout.
La Belle Eterna is not responsible for orders delivered to incorrect addresses provided by the customer.
If an order is returned to us due to an incorrect address, additional shipping charges may apply to resend the package.
Chargebacks & Payment Disputes
If a chargeback or payment dispute is opened with the customer’s bank or payment provider, the order becomes ineligible for refunds or returns while the dispute is under review.
La Belle Eterna will fully cooperate with the payment provider and submit all relevant evidence to resolve the dispute.
European Union – 14 Day Cooling Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
Items must still be:
- Unused
- Unopened
- In their original packaging
- Accompanied by proof of purchase
Opened beauty products remain non-returnable due to hygiene regulations.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved or rejected.
If approved, refunds will be issued to your original payment method within 10 business days.
Please note that your bank or credit card provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at support@labelleeterna.com.