Shipping policy
Shipping & Delivery Policy
Product Supply and Delivery
4.1. ETERNO will arrange the delivery of products purchased through the Website to the address in Israel provided by the customer during checkout, within the delivery period specified on the relevant product page, unless otherwise stated on the Website.
4.2. ETERNO will make reasonable efforts to supply products in accordance with the delivery terms stated on the Website. Products will be supplied only after full payment has been received and subject to product availability.
4.3. ETERNO makes every reasonable effort to ensure that the availability of products displayed on the Website is accurate and up to date. Nevertheless, an unavailable product may occasionally appear as available. Subject to applicable law, ETERNO shall not be responsible for indirect or consequential loss resulting from the inability to supply an unavailable product.
4.4. In areas subject to security-related or accessibility restrictions, ETERNO may arrange delivery to a nearby and reasonably accessible collection point, in coordination with the customer. Delivery to such areas may be delayed by up to 14 additional days. A delay caused by such restrictions will not be considered a delay attributable to ETERNO.
4.5. The shipping fees displayed on the Website apply to standard deliveries within Israel only and do not include exceptional delivery requirements or international shipping. Additional fees may apply to exceptional or international deliveries and will be communicated to the customer before the order is completed.
4.6. Deliveries are subject to the procedures and terms of the courier company selected by ETERNO. Delivery may be made to the customer’s address or to another collection point determined by the courier company, provided that the customer is notified accordingly. In community villages, kibbutzim, rural areas and similar locations, the order may be delivered to a nearby collection point, post office, community office or another customary location.
4.7. Delivery times are calculated according to business days only, Sunday through Thursday, excluding Fridays, Saturdays, public holidays and holiday eves.
4.8. Shipping fees may be charged separately or together with the product price. Where an order is paid for in installments, the shipping fee may be charged as part of the first payment.
4.9. Where self-collection is available, the customer may collect the order from the ETERNO pickup location at:
2 Raoul Wallenberg Street, Ramat HaHayal, Tel Aviv 6971901
Collection is available only after the customer has received confirmation that the order is ready. Orders must be collected within 14 business days from the date of the confirmation.
An order that is not collected within this period may be treated as cancelled. In such a case, ETERNO may charge a cancellation fee as permitted under the Israeli Consumer Protection Law: up to 5% of the product price or NIS 100, whichever is lower.
Where a payment provider has charged ETERNO a non-refundable transaction-processing fee in connection with the cancelled order, ETERNO may also charge that amount to the customer, where permitted by law.
4.10. At the time of delivery, ETERNO and/or anyone acting on its behalf may require the cardholder to be present, present valid identification and/or sign a delivery confirmation as a condition for receiving the order.
4.11. Where the supply of a product requires registration under applicable law, the product will be registered in the name of the customer and according to the details provided during the purchase process.
4.12. Unless otherwise stated on the relevant product page, orders delivered by courier will generally be supplied within four business days. Products sent by registered mail may take up to 14 business days. These estimated delivery periods do not apply to areas subject to security-related or accessibility restrictions.
4.13. The shipping fee applicable to the order will be displayed during checkout. Self-collection from the ETERNO pickup location is available free of charge, where applicable.
ETERNO Self-Collection Policy
1. Orders placed through the Website and selected for self-collection will be held at the ETERNO pickup location for up to 14 business days from the date on which the customer is notified that the order is ready.
2. Orders may be collected from:
ETERNO
2 Raoul Wallenberg Street, Ramat HaHayal, Tel Aviv 6971901
Collection must be coordinated in advance and completed during the available collection hours.
3. Cancellation of an order and eligibility for a refund will be handled in accordance with the Israeli Consumer Protection Law, 5741–1981. In general, a cancellation request may be submitted within 14 days from the date the product or the legally required transaction document was received, whichever is later, provided that the product has not been used or damaged and subject to the exceptions prescribed by law.
4. Once the statutory cancellation period has expired, the customer will not be entitled to demand a refund or compensation unless otherwise required by law or expressly approved by ETERNO.
5. The customer is responsible for collecting the order within the stated period and for notifying ETERNO of any expected delay. Subject to applicable law, ETERNO shall not be responsible for orders that remain uncollected after the collection period has expired.