FAQ

frequently asked Questions

Crystal mat

How do I use the Aeterna crystal mat?

You can find detailed information about usage in our free user manual.

How do I clean the Aeterna crystal mat?

We always recommend using the Aeterna crystal mat together with the corresponding cover . If the mat does get dirty, turn it off and clean it with a cloth and water and a mild detergent.

How long can I use the crystal mat daily?

We initially recommend daily use of up to 30 minutes. Over time this can be increased to an hour.

If the temperature is low, the mat can also be used overnight.

If you have any signs of discomfort, you should take a break.

Which temperature should I set?

Initially we recommend keeping the temperature setting below 40°C and increasing it slowly every day. If you have any symptoms, the temperature should be reduced again.

It is also important to drink enough fluids before and after use.

Are there accessories for the crystal mat?

Yes! We offer a waterproof cover for the crystal mat that protects it from dirt and contamination.

We also recommend using the crystal mat together with the Aeterna crystal cushion and the Aeterna crystal belt . Also available in a discounted bundle .

Order & Shipping

Which payment methods are available?

  • Paypal
  • Credit cards (Visa/Master/Amex)
  • Apple Pay
  • Google Pay
  • Samsung Pay
  • Klarna
  • Amazon Pay
  • ShopPay
  • UnionPay

Can I also pay by invoice/in installments?

Yes, both payment on account via Klarna and installment payments with Paypal / Klarna are available.

Do you offer international shipping?

Yes, we ship our products internationally.

How much are the shipping costs?

Shipping within Germany is free !

For deliveries abroad, shipping is calculated at checkout.

See also: Shipping

If your country has customs duties, you are responsible for paying them to the authorities. To be on the safe side, please contact your local customs authority.

How can I track my order?

You will receive an email with a tracking link when your product is shipped.

Alternatively, you can also view your order via our shipment tracking .

Returns & Refunds

Is there a money-back guarantee?

Yes! We offer a 30-day money-back guarantee on our crystal and household products. All you have to do is contact customer service . The normal right of withdrawal applies to all other product categories.

How long does the right of withdrawal apply?

The right of withdrawal applies 14 days from receipt of the goods.

See also right of withdrawal .

Who pays for any return shipping?

We offer free returns within Germany . For returns from abroad, the buyer must cover the costs.

What do I do if I have a defective/faulty product?

Please contact us via customer service. Send us additional information within one week of receipt:
1. Order number

2. Name of the item

3. Photo of the defect / error, photo of the packaging

We will get in touch as soon as possible.

I returned my product but did not receive any money.

As soon as we receive your package (check this in your courier's tracking), the item will be processed. After verification, we will contact you via email to confirm your refund. However, due to bank details, this can take a few days. If we do not get back to you in time, please write to our customer service and include your order number and proof of return.