FAQ

General

By clicking on the ‘Account’ icon at the top right corner of your screen and choosing 'Create One'.
If you are experiencing problems trying to log in to the website, please check which error message you are receiving. The most common error is typing in a wrong e-mail address or password. You can always choose to create a new password.
By clicking on ‘Forgot password’ and enter your email address. Within a few minutes, you'll receive an email with a link to a page where you can enter a new password.
You can change your personal details in your Ceauture account. When you are logged in, go to 'My account' to change your personal information.
You will find our Terms and Conditions by clicking on ‘Terms &  Conditions’ at the bottom of each page.
You will find our Privacy Policy by clicking on ‘Privacy Policy’ at the bottom of each page.

Our customer service can be reached on the following phone number and e-mail address:

Phone: +31 (0)85-0608439

E-mail: support@ceauture.com

It is also possible to fill in the contact form on the ‘Support’ page of our webshop.

 

Size Recommendation Tool

You can get your size recommended by our size recommendation tool. This tool can be found at each product page via the ‘Get your perfect size’ button.
You can find the explanation of how the size recommendation tool works by clicking on ‘Technology’ at the bottom of each page or in the menu at the top of your screen.
Our technology currently has a Mean Absolute Error (for measurements in cm) of 1.2 cm across all measurements, which is 55% more accurate than any other similar solution available worldwide. This MAE will be further carved off a few millimetres per month with continuous research and development. We also try to leverage transactional data in order to accelerate the performance of our size recommendation algorithm.
Yes, the body scan can is safe to use. Based on the input you provided us with, we extract up to 30 body measurements according to ISO standards. In the video your face is pixelated and the video will be deleted immediately in order to protect your privacy.
No, Ceauture does not have access to your video. Only the technology partner has access to it, but your video will be deleted immediately after generating your Size-ID.
In case you decide to save your Size-ID, your data will be saved for 1 year. In case you decide not to save your Size-ID, your data will be deleted within 90 days.
You can create / save your Size-ID by registering by means of your e-mail address while using the size recommendation tool.
In case you saved your Size-ID with your previous order, you are not obliged to use the tool again. Please keep in mind that your body shapes and measurements might differ compared to when you placed your previous order. Therefore, we advise you to use the tool again in order to make sure that you get your perfect size recommended.

In case you did not save your Size-ID with your previous order, you have to use the size recommendation tool again in order to get a new size recommendation.

 

Ordering

If you would like to buy one of our products just click on ‘Add to cart’. To finalize your order, click on the shopping cart which you will find at the top right corner of your screen. You will then be taken to the payment process page where you can fill in your delivery and billing address and choose your method of payment.
When you have placed and paid for your order, it's prepared for transport almost immediately. As soon as the status of your order is 'completed', you can no longer change your order. If you wish you can return the entire order or any items that you don't want using the return procedure.
Yes, during check-out you can choose your preferred delivery address. It is possible to enter a different address than the billing address.
In order to find the perfect size, it is best to use our size recommendation tool. By using this tool, you can get a size recommendation.
Yes. We will send you a confirmation e-mail after receiving your order. If you think that money has been taken from your bank account and you have not received a confirmation e-mail then please check your spam folder. If you have created an account, your order will also be visible on your account page.
That depends on the shipping status. Please contact our customer service as soon as possible and have your order number ready. Once your order has been processed, it can no longer be cancelled.

 

Shipping

The Netherlands

No shipping costs are charged for deliveries within the Netherlands.

European Union

For deliveries within the European Union, the shipping costs are €7,95. For orders above €175,- delivery is free of charge.

Rest of the world

For deliveries to the rest of the world, the shipping costs are €19,95. For orders above €300,- delivery is free of charge.

The Netherlands

For deliveries within the Netherlands the delivery time is usually 1-2 business days, counted from the day the order is confirmed.

European Union

For deliveries within the European Union the delivery time is usually 2-5 business days, counted from the day the order is confirmed.

Rest of the world

For deliveries to the rest of the world the delivery time is usually 3-7 business days, counted from the day the order is confirmed.

The abovementioned delivery periods are subject to change and indicative. The delivery periods can unintentionally increase due to unexpected circumstances or busy times at the delivery service.

When the package is on its way, you will receive a shipping confirmation e-mail with a tracking link of that shipment. Please note that the tracking link works from the moment we print the label of your package.

You can check the status of your order on your Ceauture account page as well.

You can receive your order at an address of your choice (no P.O. boxes). Another possibility is to pick up your order at a service point of the carrier.

All DHL service points nearby can be found here.

All PostNL service points nearby can be found here.

All DPD service points nearby can be found here.

Small orders (1 product) within the Netherlands and Belgium are packed in a fashion pack and shipped as letterbox items. This is not only beneficial to the environment, but also easier for you as a customer since you do not have to remain at home to receive your order.

Larger orders (more than 1 product) and orders towards other foreign countries are packed in FSC-certified boxes and shipped as a parcel. In case you are not present at the moment of delivery, the carrier will try to deliver the package at your neighbors or at a service point. The carrier will then leave a card in your letterbox.

Tip: are you often away from home? Try a service point delivery or have your order delivered to your work, family or acquaintances.

Yes, this is possible. If you would like to send your order as a present, you can add an ‘Order Note’ in your shopping cart.

 

Payment

Payments can be made by means of iDEAL, credit card (VISA, Mastercard), Klarna (payment in arrears), SEPA authorisation, bank contact (BE), Giropay (BE), KBC/CBC (BE), Belvius direct (BE), Fort banking (DE) or by using PayPal.

You can find these payment methods at the bottom of each page.

You will receive an automatic order confirmation after your order has been paid. If you would like to receive a separate invoice, please contact our customer service.

Yes, you can. In order to place a corporate order, you have to fill in your company name in the order process. In this way, the company name will be included on your invoice.

There may be a maximum amount, depending on the payment method you choose. If you use PayPal, the maximum amount is €10,000. If you use iDeal or creditcard to pay for your order, there is no limit to your order amount. The payment limit for Afterpay depends on your payment history with Afterpay. Ceauture has no control over the limit that they set for you.

Like most trustworthy websites, we use SSL technology (Secure Socket Layer) to protect your personal information when it's being sent over the Internet. SSL is the standard for payments over the Internet and is supported by Chrome, Firefox, Microsoft Internet Explorer, Safari and other popular browsers. We use this technology to encrypt sensitive information before it is sent over the Internet. SSL technology prevents your information from being accessed when you are submitting it.

By clicking on the shopping cart a page will open containing an overview of your order. Under your item(s), you will find a section where you can fill in your voucher / discount code. The section looks like this:

When selecting PayPal at the checkout you will be asked to log in to your account to confirm the payment.

With Klarna you have the option to pay later. After receiving your order, within a few days you'll get a payment overview by e-mail from Klarna. After receiving your payment overview, you will have 14 days to pay for your order. For any questions about payment please contact Klarna.

With iDEAL you can safely and easily make online payments. You can settle your balance in the familiar internet banking environment of your own bank.

We accept payments by Visa and Mastercard. Like most trusted sites, we use SSL (Secure Socket Layer) technology to protect your personal information when it is sent over the internet. When you pay with a credit card, we will first make a pre-authorisation of the purchase cost on your card (please note: this is a temporary hold and not an actual charge on your credit card). When your order is sent, the final purchase cost will be charged to your credit card. When the order is canceled, the hold will be removed from the credit card within a few business days (this will depend on your bank). For questions about the pre-authorisation, please contact your bank.

 

Returns

In case your order does not meet your expectations, you have the possibility to return the product within 14 days after receipt. Please keep in mind that products can only be returned in their original, unused and unwashed conditions, together with all original labels still attached.

In order to return your order, you can easily create a return shipment here. Go through each step and choose the carrier with whom you would like to return the order.

For more information on returning orders, we would like to refer you to the following page: https://ceauture.com/pages/returns

 

For the rules concerning returning items, we would like to refer you to article 4 of our General Terms & Conditions. You can find this article by clicking on ‘Terms & Conditions’ at the bottom of each page.

You can return your order via the return portal of Ceauture, which can be found on https://ceauture.shipping-portal.com/rp/  

Returning orders is free of charge.

In case you return an order, we will repay all the payments that we have received, including the dispatch costs, withing 10 working days after receipt of the products.

Note: the repayment of the dispatch costs consists of the standard dispatch costs. Any extra costs incurred will be at your own expense and will not be returned.

Yes, you can. In case you would like to exchange an item, please follow the return procedure. After we have received your item(s), we will exchange it/them. Please contact our customer service before you return items for an exchange.

No, unfortunately this is not possible. Ceauture does not have any physical stores yet.

 

Contact

Is your question not listed and do you want to get in touch with us? We are here for you.

Our customer service is available Monday to Friday, from 9:00 am to 5:00 pm CET. Should you have any questions outside office hours, please do not hesitate to contact us and we will do our best to assist you as soon as possible.

Phone

+31 (0)85-0608439

E-mail

support@ceauture.com

 

Contact Us