Everything You Need to Know

Can I change or cancel my order?
Once your order is placed, we’re unable to change or cancel it. This helps us get your items shipped as quickly as possible. If you made a mistake, contact us right away at team@eternasport.com — we’ll do our best to help.

What payment methods do you accept?
We accept PayPal, Google Pay, Apple Pay, Visa, Mastercard, Amex, Discover, Diners Club, Maestro, UnionPay, Klarna and Clearpay.

Can I use Klarna or Clearpay to pay for my order?
Yes. At checkout, choose Klarna to pay in 3 interest-free instalments or up to 30 days later. Or choose Clearpay to split your total into 4 equal payments every two weeks.

Why was my card declined?
To keep online payments secure, we use 3-D Secure to verify your identity with your bank. Most cards are enabled by default, but if you're seeing declined payments, check with your bank to make sure your card supports this feature.

When will I receive my order?
Orders are shipped Monday to Friday. Express orders placed before 2PM usually arrive the next working day. Standard orders take 3–6 working days. We use Royal Mail’s Tracked 24 service, and deliver Monday to Saturday (excluding Bank Holidays).

How much does shipping cost?
Shipping is free on UK orders over £75. For all other orders, we charge a flat rate of £4.50.

What happens if my order is delayed?
If an item sells out quickly and we can’t fulfil your order, we’ll reach out to offer an alternative or the option to cancel.

Can I return my online order?
Yes. We offer a 14-day return policy for all online purchases. Items must be unworn, in the original box, and with all tags attached. You can read our full return policy here.

How do I initiate a return?
Returns are easy. Use our Royal Mail return portal to get started. Here is the link.

When will I get my refund?
Once we receive your return, we’ll process it within 3 working days. Refunds can take 5–7 more days to appear, depending on your bank. We’ll send you an email when it’s done.

Are your sneakers authentic?
Yes. Every product goes through a full authentication process by our in-house team to ensure it’s 100% genuine.

Are your sneakers in UK sizing?
Yes. All sizes listed on our site are in UK sizing.

The size I want is sold out. Will you restock?
Sometimes items go fast. We update our stock often, so check back regularly or sign up for our newsletter to stay in the loop.

There is an issue with my order. What should I do?
We’re here to help. Email us at team@eternasport.com with your order number and we’ll make it right.

How can I contact customer support?
Email us at team@eternasport.com. We aim to respond within 24 hours — if you message us on the weekend, we’ll get back to you on Monday.

What are your customer service hours?
Our support team is available Monday to Friday 9am to 5pm.