FAQ

If you have a question, please consult our list of frequently asked questions before reaching out for assistance.

Frequently asked questions

How do I resize my watch band?

When you place your order, we ask for your wrist size.

We’ll pre-adjust the strap before shipping, so your watch fits perfectly out of the box.


If it’s a gift, or if you still need to make small adjustments yourself,

you can easily follow the tutorial here.

 

Do you offer lifetime warranty?

Jewellery (bracelets & accessories) – Enjoy our free Lifetime Guarantee. If your piece ever tarnishes, fades or breaks, head to the Warranty Claim page or email a quick photo plus your order to contact@celuraofficial.com. We’ll rush a brand-new replacement or instant store credit—no questions asked.

Watches 2-year factory warranty protects the movement, hands and dial. Crave total peace of mind? Upgrade to Lifetime Coverage at checkout and forget about future repair bills forever.

 

How do I reach customer support?

Email – contact@celuraofficial.com (24/7, replies < 24 h)


WhatsApp/Phone – +32 473 277 892

Pages:
Warranty Claims
Returns
Exchanges

Delivery

Resize your CELURA watch strap

After your order, we ask for your wrist size so we can pre-adjust the strap before shipping — your CELURA arrives ready to wear.

If it’s a gift or needs further adjustment, follow the tutorial here.

Delivery time?

Free express shipping.

- Belgium 1-4 business day/s with express Shipping
- Europe in 3-5 business days with express Shipping
- International in 5-6 business days with express Shipping

Can I cancel or change my order?

Canceling: We understand that you may change your mind! Email us to discuss your order. Please note that pre-orders cannot be canceled.

Change: If you wish to change your order, use this page or send an email to support@celuraofficial.com. Our team will review your request and determine what modifications can still be accommodated.

We strive to assist you as much as possible to ensure your satisfaction.

Can I return my order?

All orders can be returned within 30 days. Once we have received the returned order, the refund will be processed within 14 business days.

If you did not receive your refund whitin 14 days after approval of your refund please contact us at contact@celuraofficial.com.

How do I track my order?

You can track your parcel on our tracking page.

Your tracking link will be emailed to you within 72 business hours; if you haven’t received it by then, please contact us at contact@celuraofficial.com.

 Where is my order/shipping confirmation?

Order confirmation – Sent within ≈ 10 minutes after checkout. Check your spam folder first.


Shipping confirmation 1–2 business days (orders placed before 14:00 CET usually leave the same day). The tracking email/SMS is triggered as soon as the carrier scans your parcel.

Why is my delivery delayed?

DHL Express – Delays are rare. If you notice one, contact DHL directly for the fastest resolution.

PostNL / DPD / bpost / Mondial Relay – 95 % arrive on time. Occasional hold-ups occur at local sort centres or customs. Check the local carrier’s tracking page first; if it stalls, contact contact@celuraofficial.com and we’ll escalate.

Duties & Taxes

No duties or taxes on your order.

Account info

Do I have to create an account?

No, you don't have to create an account. However, we strongly recommend that you create an account so that you can take advantage of the various benefits it offers. For example, you will be able to access your account easily the next time you visit us, and you will also be able to get personalized recommendations and services tailored to your needs. By creating an account with us, you will be able to make the most out of our services and save time in the future.

What materials do you use?

Watches – 316L recycled stainless steel (surgical grade), Japanese Miyota GR12 quartz movement, mineral crystal, 5 ATM seal.

Bracelets – Solid 316L steel; selected pieces in 925 silver or 18 K gold-plated steel.

Our steel is hypoallergenic and resistant to rust, tarnish, and colour fade.

Which payment methods do you accept? Are they safe?

We support Apple Pay, Google Pay, Visa, Mastercard, American Express, Bancontact, iDEAL, PayPal, and Klarna (Pay Later). Transactions run through encrypted SSL gateways—CELURA never stores your card data.

Condensation in your watch?

What causes condensation?
Condensation can occur when your watch experiences sudden temperature changes—from extreme cold to heat. This creates moisture droplets visible under the glass.

Is condensation covered under warranty?
Condensation is not considered a manufacturing defect and is therefore not covered by warranty, even for waterproof watches.

Important: Moisture inside your watch doesn't disappear simply because visible condensation fades. Left untreated, this moisture can damage your watch’s movement permanently.

How to remove condensation yourself:
You can initially try these steps, but for best results, always consult a professional watchmaker.

  • Method 1 (Recommended):
    Pull out the crown of your watch, place it in a sealed bag filled with dry rice, and let it sit for at least 24 hours.

  • Method 2:
    Pull out the crown and gently warm the watch on a radiator or carefully use a hairdryer on a low heat setting.

For effective and complete drying, a professional watchmaker is highly recommended.