help | Eternal Creation

Help   FAQ

Welcome to our help page; may it serve you well! You'll also find answers to common questions on our FAQ page.
Click on a topic below to show more. If you can't see what you're looking for, feel free to email us.

Your Account

An account stores your name, email and shipping / billing addresses for future reference. It doesn’t store any sensitive financial information such as credit card numbers.

Problems signing in?

Click on the little person icon in the top menu to sign in. If you're having problems logging into your account, here's a couple of suggestions:

• Check your email address is correct.
• If a message appears that your email is already in use, maybe you were registered on our previous website. If so don't worry - you just need to activate your account on the new site to get back in. As a special bonus you'll get a $10 loyalty reward for activating! Email us if you didn't get an account activation email.
• Check your password. Remember, passwords are case-sensitive. If you've forgotten your password, click the forgot password link next to the sign-in button.
• Already signed up for our newsletter? The newsletter signup process is separate from the shop account - signing up for email news doesn’t automatically register you with the online shop. If you’re having trouble logging in to your account, this could be the reason.

If you’re still having problems, please contact us!

With an account you can:

• Checkout faster - your address is saved, so ordering just takes a few clicks.
• Earn loyalty reward points giving you discounts on future orders
• View and track your orders - log in to check your order status.
• Store multiple shipping addresses - making ordering gifts for friends and family a breeze.

Eternal Creation will treat any individual information collected with respect and confidentiality. Read our privacy statement below for more information. 

Newsletter signup
Join our newsletter to stay in the know about sales, competitions and special offers. The fun-filled Eternal Creation newsletter also includes interesting tidbits, news and events from our Fair Trade Tailoring Centre in the Himalayas. Sign up now for email news and receive a special welcome offer!
Please note: The newsletter signup process is separate from the shop account - signing up for email news doesn’t automatically register you with the online shop.


Reward yourself every time you shop! With every purchase, you'll earn great discounts on your future orders. Plus, invite your friends to shop with us for even more rewards! There’s no joining fee, and no setup - you’re automatically registered with the program when you order.

For help with your rewards, see our rewards help section.


Where can I report a problem or give feedback?
Please get in touch! We'll do our best to get back to you as soon as possible.

Gift Cards

The Eternal Creation Gift Card is the ultimate treat, giving your friends or family the flexibility to choose from their favourite products on our website. With values from $25 to $300, an Eternal Gift Card is the perfect gift that always fits: for Christmas, birthdays or any special celebration.

How does it work?
As soon as your payment goes through, we'll email you a link to your own gift card page, which you can then print or share with your recipient. They'll be able to visit that page to check their balance and redeem their gift card code at Eternal Creation.

When will my gift card expire?
Gift cards are valid for 2 years from the date of purchase.

Can my gift card be used more than once?
Yes, provided there is still a balance remaining on the card.

Can more than one gift card be used towards a purchase?

How can I check the giftcard balance?
The balance is displayed beside the gift card when applied to a basket during checkout. You can also check your balance by visiting the unique gift card link sent via email.

Can a gift card be used to pay for shipping?
Yes, gift cards are applied to the final order total which includes shipping.

Can I apply a discount code to my gift card purchase?
Discount codes cannot be applied to gift cards (unless we run a specific promotion on gift cards!)

Can gift cards be used in conjunction with a discount code?
Yes, gift cards are a form of payment.

Orders, payment and currencies

Our Express Checkout is a secure environment featuring the highest level of SSL-encryption available, hosted by the industry-leading ecommerce platform, Shopify. 

You can pay by:

• Secure credit card (Visa, Mastercard or American Express)
• PayPal
• Direct Deposit (temporarily disabled)

Once you’ve placed your order, you will get an email confirming your order’s been received. If you chose to pay by direct deposit, you'll get an email with our bank details.

We’ll send you another email to let you know when your order’s been shipped.  


You can shop on our site in Australian Dollars, New Zealand Dollars, Euros, UK pounds, US dollars, Canadian Dollars, Japanese Yen and Indian Rupees. Of course, if you're shopping from a country with another currency you can still shop using one of the above currencies.

Our site's currency exchange rates are updated several times throughout the day to ensure accuracy.

All payments are processed in Australian dollars. If you shopped in a currency other than Australian dollars, your order amount is automatically converted to AUD prior to checkout.

Order Status

Normally, you'll receive two emails after you place your order:

• Order received! Your confirmation number will link to the Order Status page.
• Order shipped! We'll let you know approximately when you can expect your order to be delivered. If available, a tracking number will link to the tracking website.

To check your order status at any time, go to our website and visit the "Account" icon at the top of the page.
If for some reason you don't hear from us, please email us and we'll get back to you as soon as possible. 


While we’re an Australian company, all of our clothing is made to order in our Himalayan Workshop and ships from India. Shipping can take 1-3 weeks depending on the carrier you choose, but we like to think it's worth the wait! 

Due to the large number of styles on offer, we make most pieces to order. We try to deliver all orders as quickly as possible. You can preview your exact shipping charges on the basket page prior to checkout. 

We offer two shipping options:

• Standard Shipping (11-18 days)

• FEDEX Priority (7-10 days)

More details:

• Shipping charges are calculated based on the weight of the items and the destination country. The exact shipping charges for your selected items are displayed in your basket once you select your destination country.

• FEDEX only ships to street addresses (not PO boxes). If you enter a PO box for a FEDEX order, we’ll contact you by email. You can either supply a street address, or alternately we can change your shipping method.

• Standard shipping within India is free!


We want you to love your Eternal Creation products, but if something isn't right, please let us know. We'll do our best to make it up to you!

Our garments are all hand made to order in the Himalayas, so please choose carefully when you make your purchase. If your child is between sizes, go for the larger size.

We accept returns for items that are:

faulty or damaged

not what you ordered

more than 21 days late after the delivery estimate

Items must be unused, unworn, unwashed, and undamaged. Items must have original tags intact. If the tags have been removed we will not accept the return and will not issue a credit. If you’d like to return an item for reasons other than the above, please note that shipping charges for both initial delivery and return will not be refunded.

There are 3 options for replacing or refunding returned items: replacement, a  store credit / gift card, or a refund.

How to return an item:

1) Email us within 7 days of receipt of your order to be eligible for refund or exchange. In your email please include: the order number the item number the reason for the return whether you’d like a replacement, refund, or store credit.

2) You’ll hear back from our customer support staff within 1-3 business days. DO NOT return items without prior authorisation; the return will not be accepted.

3) We’ll replace or refund any item that is found to be defective with an identical item provided that we are notified of the defect within 7 days of delivery to you. After the 7 days we will no longer be responsible for any defects found. Please inspect your items upon receipt. Eternal Creation will not replace or refund any merchandise that has been altered or damaged in any way.

Cancellations or changes

If you'd like to cancel or change your order, please contact us as soon as possible. We'll do everything we can to accommodate your request. But please bear in mind that we work to get orders on their way quickly and efficiently. Therefore, we can’t change or cancel an order once it has entered the shipping process. Please note: If you cancel an item that qualified you for a promotion or special deal, you may no longer receive that discount or promotion.


We have the utmost respect for the privacy of our online customers and recognise the importance of security. Any information you provide us with will be securely stored and managed appropriately.

If you buy from us, we will require information such as your first name and surname, email address, phone number and delivery and billing addresses. This information is required in order that we may process your order efficiently.

We value the trust our customers have placed in us in providing any personal information, and we limit the collection and use of this information to maintaining a superior level of service to our customers. We will never send you unsolicited emails, and you can remove yourself from our mailing list at any time.

When making a purchase or signing up for news, we rely on you to register any information about yourself accurately. If you set up an account online with us and your details change, you will need to keep this information up-to-date by logging into your account and editing your personal details. Your account will be password protected by a password generated by you at the point of set up. Please note that you are responsible for maintaining the confidentiality of your own password and account, as well as any activities that occur under that account.

The fine print

Terms of Use

Every care is taken to ensure all information we provide on this website is correct and up-to-date. This includes:

• product descriptions and specifications
• pricing and delivery charges (please see specific pricing section below for further information)
• the use of photographic images to show accurate product detail and colour. Please note that the product colours you see will depend on your monitor’s ability to read these colours. We cannot guarantee that your monitor's evaluation of product colour will accurately reflect the product upon delivery.
• availability of stock. Please note, whilst every effort is made to maintain the accuracy of our information on available stock, on occasion discrepancies may occur. Should you place an order for an item displayed as available on our website and this item is in fact out of stock, we will notify you as soon as possible.  

At any given time information posted on our website may be subject to inaccuracy or may be out of date. All content provided on the site is subject to change without prior notice.  

Use of the Eternal Creation website:

You agree to use this site for lawful purposes only in a manner consistent with the applicable law and regulations in the country in which you access the site. Your use of this site should in no way infringe, restrict or inhibit the use and enjoyment of this site by any third party. You agree not to import or transfer to this site, either directly or indirectly any information or content which is or may be inaccurate, misleading, defamatory, obscene or offensive, in breach of intellectual property right or damaging to the software or performance of this site.

It is your responsibility to ensure you have the appropriate hardware and software (including virus protection) to enable you to access and use this site through your computer in a safe and secure manner. We are not responsible for any virus or bug that affects your computer or network as a result of using or downloading information from this site.  



The copyright of all materials on this site belong to Eternal Creation PTY LTD. All rights are reserved. You may read, print or download content for private use only. No content may be used by you or distributed to others for the purpose of commercial gain. Except where your use is permitted above or by copyright law, you may not otherwise copy, store in any medium, distribute, re-transmit, broadcast, modify or show in public any part of this site without prior written permission from Eternal Creation PTY LTD.

Eternal Creation is a registered trademark.

You must acknowledge that all imagery, graphics, photography, designs, trademarks, brand names and all other intellectual property will remain with Eternal Creation.

No content used on our site is intended to offend any of our visitors or customers. Any links we provide to other websites are chosen very carefully, to ensure the linked sites are appropriate and in line with our code for undertaking commercial activity. We cannot however absolutely guarantee the content of any linked website, as to its continuing quality or availability.

No statement on this website shall be deemed to affect the statutory rights of a consumer.  

Changes to Terms and Conditions: 

We may revise or update the above terms and conditions at any time and without notice. The terms and conditions posted on the site at the time of your visit apply to that visit. If at any time any provision of these terms and conditions is or becomes illegal, invalid or unenforceable in any respect under the law of any jurisdiction, that shall not affect or impair the legality, validity or enforceability in that jurisdiction of any other provision of these terms and conditions, or the legality, validity or enforceability under the law of any other jurisdiction of that or any other provision of these terms and conditions.  

Governing Law:

These terms and conditions and each contract of sale are governed by Australian law.  

About Us: 

Eternal Creation PTY LTD is an Australian-owned company. Our office is located at the following address:

Eternal Creation PTY LTD

27 Eltham st

Gladesville NSW 2111

Eternal Creation is a registered member of the Fair Trade Association of Australia and New Zealand. Our sole supplier, the Himalaya Tailoring Centre, is a certified member of the Fair Trade Forum India, a branch of the World Fair Trade Organisation.


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