Contact & Support

How do I contact ETRNL support?

The best way to reach us is via email at support@etrnl.com.au — include your order number and as much detail about your query as possible so we can get back to you with a useful answer straight away. You can also reach us through: - The contact form on our Contact Us page - This help centre — many common questions are answered here without needing to wait for a reply For warranty claims, include your name, order number, and a photo of the issue. For exchanges and returns, head straight to our Exchange & Returns Portal.

Last updated on May 28, 2026

What are your support hours and response times?

Our support team is based in Melbourne, Australia and operates Monday – Thursday during business hours (AEST). We aim to respond to all enquiries within 1 business day. During busy periods (sale events, peak wedding season) it may take a little longer — but we'll always get back to you. If you haven't heard back within 2 business days, feel free to follow up at support@etrnl.com.au and reference your original message.

Last updated on May 28, 2026

I haven't received a reply to my email — what should I do?

A few things to check first: 1. Check your spam or junk folder — our replies occasionally end up there, especially for first-time contacts 2. Check you emailed the right address — support@etrnl.com.au is the correct address 3. Allow 1–2 business days — we don't operate on weekends or public holidays, so if you emailed Friday afternoon, you may not hear back until Monday or Tuesday If it's been more than 2 business days and nothing in spam, send a follow-up email to support@etrnl.com.au referencing your original message and we'll prioritise getting back to you.

Last updated on May 28, 2026

Can I get help outside business hours?

Our support team operates Monday – Thursday during AEST business hours, so we won't be able to respond to emails outside of those times. That said, this help centre is available 24/7 — most common questions about sizing, shipping, warranty claims, and exchanges are answered here so you don't have to wait. If your question isn't covered, send us an email at support@etrnl.com.au and we'll get back to you on the next business day.

Last updated on May 28, 2026

How do I leave a review or feedback?

We'd love to hear from you — reviews help other customers make confident decisions and help us keep improving. After your order is delivered, you may receive an automated review request via email — that's the easiest way to leave one. You can also leave a review directly on google. If you've had an experience — good or not so good — that you'd like to share directly with us, email support@etrnl.com.au. We genuinely read every piece of feedback.

Last updated on May 28, 2026

Do you have a physical store?

We're an online-only business, dispatching all orders from our Melbourne warehouse. We don't have a retail shopfront — but that's how we're able to keep our prices competitive and pass the savings onto you! Melbourne locals If you're based in Melbourne, Victoria, you're welcome to purchase directly from our warehouse. You'll need to contact us first to book a time to come past — just email us at support@etrnl.com.au and we'll arrange it.

Last updated on May 28, 2026