FAQ

How to reach Support

Mon–Fri: 9:00 AM–6:00 PM

Our team is also available for you outside of business hours during new product releases.

Frequently Asked Questions

Order

When will I receive my order?

We usually ship your order on the next business day, as long as all items are in stock. Special regulations may apply to individual products, for example, for pre-orders.

You will receive a shipping confirmation via email with a tracking link once your package has been packed.

Our warehouse is located in Germany, so shipping also starts in Germany and international shipments may take longer to arrive.

Shipping with DHL within Germany usually takes 2-3 days, and internationally 5-10 days.
Can I return my order?

We ask that you shop mindfully and do not indiscriminately order items in multiple sizes only to return them.

These returns are very bad for the environment and incur high costs.

However, all purchases are, of course, subject to a 14-day right of withdrawal and can be returned for a fee.

You can easily request a return via this page or via our support team at support@eternalgod.com.

You will then receive a shipping address from our team to which you can return your order at your own expense. We will promptly refund the cost of your order or send you the exchange item.
How do I cancel my order?

If you wish to cancel your order, please send us an email or WhatsApp immediately with your order number (starting with ETG-) and the keyword "Cancellation."

We will try to stop the shipment in time.

If the shipment is already in progress, you have the option to digitally refuse acceptance in the tracking; the goods will then automatically be returned to us, and we can initiate a refund.

If you have already received the goods, we will initiate a return.
Can I still change the shipping address after placing the order?

After you submit your order, there is only a very small window of time during which changes to the order are still possible. Please contact us immediately via WhatsApp or email, and our support team will do their best to adjust the address.

In your request, please directly provide us with the correct address so we can implement the change right away.

Good to know: If only details such as the house number are missing, our system will automatically halt shipping. This prevents your package from being sent to an incomplete address.
Which countries do you ship to?

Eternal God generally ships internationally from Germany. Please note that in the international shipping environment, customs duties and other import restrictions may delay shipping on the one hand, and also incur additional costs on the other.

If your delivery country is missing, please contact our support at support@eternalgod.com and we will try to add your country to the shipping zones at short notice.
How can I redeem a voucher?

Vouchers can be redeemed in the shopping cart and at checkout under the "Discount" tab. Simply expand the tab and enter your code. We will check the validity immediately after submission.
Which payment methods are accepted?

We accept all common payment methods such as Apple Pay, Google Pay, credit card, PayPal, and Klarna.

Additionally, we also offer numerous regionally common payment providers. Due to technical reasons, we unfortunately cannot accept individual bank transfers or payment by invoice.
How do I get free gifts with my order?

All orders qualify for free gifts depending on the shopping cart value, which we include with the package. This happens automatically, and you do not need to actively add gifts to your shopping cart.

1st Tier: Stickers (All Orders)
Every order receives two out of nine available stickers included in the package. The assignment is random and follows the mystery principle.

2nd Tier: Keychain (From €100 Cart Value)
Every order over €100 receives one of three keychains randomly included in the package.

3rd Tier: Collector Cards (From €150 Cart Value)
Every order over €150 receives one of ten collector trading cards randomly included in the package. There are various character cards with different rarity levels, some even enhanced with a holo effect.

Note on Returns:
The gifts are part of your order and must also be returned with any returns to complete the return process.
Who should I contact if I have questions or problems?

If there is a problem with your order, delivery or payment, please always contact the dear support team of the shop directly via support@eternalgod.com or via WhatsApp at +49 1579 260 56 60

Unfortunately, we cannot offer phone support at this time.

Please note that these messages go exclusively to the shop's support team and are not suitable for business or fan inquiries.

You will receive a reply within 48 hours, Monday to Friday. During the drop, we are also available outside of support hours.

Please understand that we cannot provide support via our social channels.

Member Account

Is an Eternal God account free?

Short answer: Yes! Creating an account with Eternal God only requires your email address. Membership is free of charge.
What are Aura Points and how do I earn them?

Aura Points can be collected in various ways. For every purchase in the Eternal God shop, you receive Aura Points at a rate of 1€ = 7 Points.

However, Points can also be collected and accumulated without a purchase through community events, lore interactions, and numerous future planned actions.

Aura Points level up your Member Account and unlock numerous long-term benefits for you.
What are outstanding Aura Points?

To prevent abuse of the system, Aura Points from shop purchases are only finally credited to your account after the return period has expired.

This is to prevent users from artificially boosting themselves to a high level through a large order and then returning the order.

Therefore, Aura Points from your purchases will appear as "pending" for up to 2 weeks after the purchase.
What levels are there and what benefits do they offer?

The levels of Eternal God are not publicly available. You can only ever see the next level you can achieve. We are continuously expanding the system and will unlock more level benefits for you over time.
How can I increase my level and how long will I stay at this level?

Your level can only increase by collecting Aura Points. In your profile, you can see how many points are still needed for the next level.

Aura Points are awarded for life and do not expire. They are only removed if the original reason for receiving them no longer exists. For example, if you receive 20 Aura Points for setting your favorite character and then remove this setting, the Aura Points will also disappear.
What do I do if I have problems with my Aura Points and/or Member Status?

If you have any questions or problems concerning your account, please contact our Support Crew at any time.

If there is a problem with your account, your level or your Aura Points, please always contact the shop's support team directly via support@eternalgod.com or via WhatsApp at +49 1579 260 56 60

Unfortunately, we are currently unable to offer telephone support.

Please note that these messages are exclusively for the shop's support team and are not suitable for business or fan inquiries.

You will receive a response within 48 hours, Monday to Friday. During the drop, we are also available outside of support hours.

Please understand that we unfortunately cannot provide support via our social channels.

Lore

How do I access the lore content?

To view the content on the Lore pages, you must have a user account and have reached at least "Seen" level. However, you can achieve this simply by registering and confirming your email address, and it doesn't require a purchase.

Log in to the shop with your email address and revisit the Lore page – as a logged-in user, you will now have access to all Lore content.
When will the other characters be unlocked?

The lore and product world of Eternal God will be expanded monthly starting now. Look forward to numerous new drops, releases, and the further development of the lore. We will inform you via email and our social channels when new lore content is unlocked.