Our partner for Italy is GLS 

for foreign shipping is DHL to ensure fast, safe and traceable delivery of all orders.

Shipping times are indicated in the descriptions of each individual item.

 during public holidays and sales periods. Orders are shipped from Monday to Friday,

Customs duties and additional taxes for non-EU countries are to be added and are calculated by the courier at the time of customs clearance.

In the event that a customer accepts the shipment of a package but subsequently refuses delivery during transit, any customs duties incurred will be deducted from the refund.

- Tracking your package

Once available, tracking information is automatically emailed to all customers.

Our shipping partner, DHL, gives you the flexibility to make changes to your delivery while it is on its way to you using DHL On Demand Delivery (ODD). Whether you want to pick up your package from a DHL location or reschedule a delivery for another day, ODD service makes it easy for you.

Once your order has left our warehouse and is in the hands of DHL, you will receive an email and/or SMS to inform you about the expected delivery date of your order. If the ODD service is available at your location, this notification will also include a link to the ODD website. All you need is your tracking reference (bill).

Please note that in the event that you provide different delivery instructions to DHL during the delivery of your order, whether by ODD or by phone or by message with the delivery courier, Eterno Napoli cannot be held responsible for any loss or damage caused to its packages.

Here are the options you can select to customize your delivery:

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Pickup from a DHL Access Point

If you will not be available for your delivery, you can choose to pick up your order at a DHL Access Point.

ODD will show you the closest DHL Access points to you, so you can select the one that works best for you. Once delivered, DHL will send you a notification that will include the deadline to pick up your package before it is returned to a DHL warehouse.

To pick up your package from an Access DHL location, you'll need to bring a personal ID (e.g., passport or driver's license) and your email or SMS notification from DHL.

Plan your delivery

In case the original estimated delivery date does not satisfy you, this option allows you to select another delivery date. Depending on your location, you may even select a precise time frame to customize your delivery more accurately.

Issuance of signature

If you prefer not to sign for your delivery, you can remove the signature requirement. Please note that if you choose this option, Eterno Napoli cannot be held responsible for any damage or loss that may occur upon delivery.

Leave with the Concierge/Near

Request to leave your order with your concierge or neighbor. You will need to provide accurate instructions for the driver in order to facilitate delivery. Please note that if you select this option ODD, Eterno Napoli and DHL cannot be held responsible for any loss or damage that may occur upon delivery of your order.

Holiday suspension

You may request DHL to withhold your delivery for up to 30 calendar days from the initial delivery date in case you are absent for a longer period of time.

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In case a problem is noticed after delivery (damaged package, missing or defective items), the customer must report it within 1 business day to our Customer Support team via chat or email with a detailed description and photos. 

In the event that this condition is not met and a return is processed, Eterno Napoli will refuse the refund or exchange. The products can then be returned to the customer, who will be charged for the shipping cost.

 

Returns
We encourage you to help us reduce returns and reduce unnecessary shipping by choosing the right size. Not only does this save you time, but it also supports our collective goal of reducing our environmental impact and carbon footprint. To assist you, we offer detailed size guides and comparisons on every product page, complete with measurements to help you find the perfect fit. If you need further assistance, our customer support team is always here to help.

You have 30 days from the delivery date of your order to send your return request. 

Our three online return options are:

Refund (on original payment method)

Exchange for a different size

Voucher

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Orders paid for with a gift card or voucher cannot be refunded. The amount paid will be credited to the same gift card/a new voucher. If you'd like to exchange your item for a different model/style, simply choose to receive a voucher so you can place a new order. Returns are free for Italy, while shipping costs are charged for foreign countries.

Exceptions: garments that are modified or Made to Measure cannot be returned.

To return your order, simply place the DHL return label (and customs invoice if you are outside the EU) received via email on top of the package and schedule a collection. Packages may also be delivered to any DHL location registered here. Item(s) must(n) be unworn(s), unaltered(s) with label(s) still attached(s).

In the event that a package is not returned using the label provided, Eterno Napoli cannot be held liable for any damage or loss.

Eterno Napoli will identify any item that is not returned in its original condition. If a returned item has a defect that was not reported to our Customer Service team upon delivery, we will refuse a refund/exchange. The item can be returned to the customer and the shipping costs will be borne by the customer.

Socks cannot be returned.

In case a return has not been registered through our platform and additional costs such as transportation or customs duties apply, these must be paid by the customer.

Your return will be processed within fourteen (14) business days after its delivery to our warehouse.

 

To request a return, simply write an email to resi@eternonapoli.com

For further questions or needs info@eternonapoli.com