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FAQs


Ordering

How do I place an order on Conturve?

To successfully place an order on Conturve, all you need to do is:

1. Go to your favourite product.

2. Select the right Colour and Size.

3. Check the quantity - maybe you want to order more than one!

4. Click on the ‘ADD TO CART’ button.

5. Review all items in your cart - if you’re ready to finalise your order, click on ‘PROCEED TO CHECKOUT’.

6. Finalise your order by filling out all the information needed in the checkout page: Customer Information, Shipping Address, Billing Address, Shipping Method, Payment Information.

7. If you have a coupon code, here’s how to use it: How do I enter my Conturve discount code?

8. Review your order once more, ensure that you have got the correct item(Chosen product/s, quantity, colour and size).

9. Click on ‘Complete Order’ to finally set the wheels in motion for your package to be sent. If you're unable to find the answer to your question, simply Contact Us and we'd love to help.

How do I enter my Conturve discount code?

During your purchase using a computer, you'll find a box to enter your discount code on the last page before you click "Complete Order". Once you have entered this code, click "Apply". Your total amount will be updated to reflect the discount. Now press "Complete Order" - that’s it!

Your discount should be reflected in the final price before you complete your order. Make sure you enter your email address and shipping details to confirm your order and for the discount to be applied!

Discount codes or coupons are case-sensitive and only one can be applied per purchase. Discount codes can be a mix of numbers and letters. There should be no spaces before, between or after them. If you’re using a mobile phone, the discount code box can be found by clicking on “Show order summary”.

If you still need answers to your questions, simply Contact Us and we'd love to help.

What are my payment options?

We accept Paypal and credit or debit cards (VISA, Mastercard, American Express and Maestro) as well as Express payment options like Shop Pay, Apple Pay and Google Pay. Our base currency is GBP, so if you’re purchasing from overseas, please make sure you are aware of your currency’s daily exchange rate at the time of the transaction.

Received a prepaid gift card? Yes, you can use it to pay for your order.

We also offer a Pay Later option by Klarna (Terms and Conditions applied). 

If you encounter any issues, you should contact your card provider or Contact Us.

If you're unable to find the answer to your question, simply Contact Us here or email us using support@conturve.com and we'd love to help.

How secure is my personal information?

Conturve adheres to the highest industry standards to protect your personal information. Your credit card information and personal details are encrypted during transmission using SSL (secure socket layer technology) and PCI compliant Level 1, which is widely used on the Internet for processing payments. We don’t sell, lease or otherwise distribute any personal customer information. Your info’s safe with us!

If you're unable to find the answer to your question, simply Contact Us and we'd love to help.

How secure is your website?

Our online store is protected by the most up to date security firewalls to ensure all data is kept secure. We understand how important secure payment is on any online store, and our checkout process is as secure as it gets. Our site is not only SSL certificate encrypted, but we also allow for payment including credit and debit card are through PayPal – the safest online payment system available.

What’s your order process?

Our order process is as easy as 1, 2, 3! Upon completing your payment details during the checkout process, you should shortly receive a confirmation notice at the provided email address. A shipping confirmation email should follow after 1 - 4 business days. Email the customer service team using - support@conturve.com if further assistance is required at any point.


My order

How do I find my Conturve order number?

Once you place your order successfully, you will receive a unique Conturve order number as a confirmation of your purchase. There are other ways how you can easily find your order number:

1. A few minutes after your purchase, simply check your email’s inbox or spam for the order confirmation.

2. Create a Conturve Account using the email address you provided at the time of purchase. Once logged in, you will be able to see your order number under your Order History. 

3. You will also see this under the Message field of your packing slip.

Why isn't there a returns form in my order?

We’re super conscious of the impact on our planet. As part of our ongoing sustainability efforts, we’re creating positive changes to help push for a better future. These include the removal of returns papers and invoices from Conturve orders.

You will see that it’s not a requirement to have this as returns can be done through our returns portal here and invoices are sent to your email.

It just makes sense to not include them. We’re always striving to do the right thing and improve our impact on the world around us.

I didn't receive an email notification?

Please double check your junk mail before contacting us using support@conturve.com. If the email has still not been received and you have waited more than 15 – 20 minutes after completing the transaction, a team member will be more than happy to resend.

How do I change or cancel my order?

If possible, let us know as soon as possible by emailing support@conturve.com with your details and our friendly support team will help you out!

What is your return policy?

Exchanges are always free! With our Perfect Fit Promise, you have 60 days to wash it and wear it. If you don’t love it, returns are easy with a simple minimal fee of £3.

To request a return or an exchange go to our Returns Portal.

The item that I want is out of stock. What can I do?

Do not fret! Although we regularly replenish our stock, there might be times when we run out of stock, if this happens just email us using support@conturve.com and out support team will be able to tell you when our our next product drop will be. 


Sizing

How do I figure out what size I am?

Know your size and stick to it. Women sometimes pick a size down for extra control however this can cause a lot of discomfort and can actually make you look bigger.

Use a fabric measuring tape to check your measurements and refer to the size guide on each product page to find the right size. 

Read more about how to find the right size for your body type here - A guide to choosing the best shapewear for your body type!

I’m in-between sizes - what should I do?

If all else fails and you still can’t figure out your size from our size charts, we recommend that you select one size up. This has been the solution for most of our community but, of course, it’s not 100% certain that this will be the right choice for you.

Yes, you’re running the risk of having shapewear that’s too big for you - but if that happens, our Perfect Fit Promise, lets you have 60 days to wash it and wear it. If you don’t love it, returns are easy with a refund.

Simply let us know you need a smaller size and we’ll make it right!

For more help about finding your shapewear size from Conturve, visit our: Guide to choosing the best shapewear for your body type!

If you're unable to find the answer to your question or issue, simply Contact Us and we'll be happy to help you out!

I bought a size and it’s too small/big for me - what should I do?

Exchanges are always free! With our Perfect Fit Promise, you have 60 days to wash it and wear it. If you don’t love it, returns are simple with a refund.

Just  get in tough using our Contact Us page or email support@conturve.com  and one of our friendly customer support team members will help guide you through the process.


Shipping & delivery

I received different pricing details in my shipment?

This situation may arise if you live outside the UK. When shipping to customers outside of the UK we are often required to include customs costs and/or a shipment invoice in your package. Thus, the pricing details will vary depending on where you live.

Do you offer express shipping?

Do you need shapewear for a specified date? Like a birthday or an anniversary? If yes, you can rest assured that it will be with you in time of the occasion. We charge just £10.00 for express delivery, please note express delivery times are 2-5 days in addition to the order processing period. Please email our friendly customer service team on support@conturve.com if you were to encounter any problems.

Do you offer free shipping?

We offer FREE shipping worldwide on all orders over £25. Please be patient with international orders as they will inevitably take longer to get to you, allow 15 – 25 days before you inform our customer service team of a missing order. UK customers can expect to have their orders within 2 – 5 business days. If you would like your items sooner please opt for Express delivery at the checkout.

Do I have to pay customs and/or import charges?

Conturve cannot be held responsible for any customs charges made in your country. We recommend that you check the local import taxes in your country if you think you might have to pay any additional fees.

Can I track my order?

We provide tracking for all orders. You will receive an email update once the order has been placed. Please contact our team using our Contact Us page or email us using support@conturve.com if you have any issues. 

My order has not arrived, what do I do?

International orders can take longer to get to you, please allow 15 – 25 days before you contact our customer service team for a missing order.

UK customers can expect to have their order within 2 – 5 business days. However, if after this period you still have not received your item, please do not hesitate to get in touch with our friendly customer service team via email - support@conturve.com or by using our Contact Us page and our friendly team will be happy to help you out. 

What shipping services do you offer?

UK DELIVERY SERVICES

YODEL STANDARD DELIVERY - £2.99
- Delivery takes up to 5 WORKING DAYS

- FREE STANDARD DELIVERY available for orders above £25

- This is a non-signature service

Yodel App
- Keep up to date on your parcel's journey with ETA

- Follow your parcel on their driver tracking map and see how many deliveries are before your own or call/text the driver if your parcel is with your local courier

- Chat with the Yodel customer service team who are here to help with your delivery

ROYAL MAIL STANDARD DELIVERY - £2.99
- Delivery takes up to 5 WORKING DAYS

- FREE STANDARD DELIVERY available for orders above £25

- This is a non-signature service

Royal Mail App
- Never lose sight of your important deliveries

- Change your delivery options to suit you


Contacting Us

How long does it take to get a reply?

Customer satisfaction is extremely important to us. We aim to reply to all queries on the same day you send your email, but no longer than 24 hours. 

How can I share a picture of my new shapewear?

If you want to share your before and after image or your new look, just send us a picture! Tag us on instagram @conturvewear or post on our Facebook wall! Every week we will pick the most impressive photography to show off on our socials.

Instagram: https://www.instagram.com/conturvewear
Facebook: https://www.facebook.com/conturve 

I'm an influencer, how can we work together?

We are always looking to work with new people that align with our body positive values and philosophies. Get in touch and tell us your story so that we can discuss a potential collaboration.

 

It’s easy! 

Just send us a picture on Instagram or Facebook

You tag us on instagram using @ConturveWear or post on our Facebook wall on our Facebook Page!

We will select the most inspiring image that we think our community will like the most.  

Instagram: https://www.instagram.com/conturvewear 

Facebook: https://www.facebook.com/conturve


Pay Later

Pay later in 3 interest-free instalments with Klarna

How does Pay later in 3 interest-free instalments work?

You can pay in 3 interest-free instalments which will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Conturve and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

 

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

 

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

 

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

 

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Conturve run credit searches against you that could impact your credit rating.

 

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

 

What are my payment options with Klarna?

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

 

What happens if I cancel or return my order?

As soon as Conturve have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

 

What happens if I don’t pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Conturve from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

 

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

 

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Conturve. All transactions take place via connections secured with the latest industry standard security protocols.

 

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

 

Have you received my payment?

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely     event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

 

What happens to my statement, when I've returned the goods?

Once Conturve has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

 

I've received a statement, but I've not yet received my goods.

In the event that your goods have not been received please call Conturve to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

 

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

 

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

 

I haven’t received an email with my statement/payment information?

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

 

I still have questions regarding payment, how can I get in touch?

Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

 

Pay Later in 30 Days with Klarna

How does Pay later in 30 days work?

Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card in Klarna.app or by logging into www.klarna.com/uk.

Am I eligible for Pay later in 30 days?

To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.

 

How can I increase my chances of being accepted for Pay later in 30 days?

Klarna is unique and offers Pay later in 30 days based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later in 30 days before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

 

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Conturve run credit searches against you that could impact your credit rating.

 

Why have I not been offered Pay later in 30 days?

Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

 

What are my payment options with Klarna?

You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods  once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

 

What happens if I cancel or return my order?

As soon as Conturve have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

 

What happens if I don’t pay for my order?

Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive a push notification from   the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ products even if you have failed to pay on time.

 

I have been asked to go to the Klarna site. Is this correct?

If you have chosen to Pay later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

 

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile   number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receive the payment information.

 

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Conturve. All transactions take place via connections secured with the latest industry standard security protocols.

 

Can I pay before the due date?

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.

 

Have you received my payment?

If you pay by card, Conturve will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or www.klarna.com/uk .

 

What happens to my statement, when I've returned the goods?

Once Conturve has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.

 

I've received a statement, but I've not yet received my goods?

You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Conturve to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

 

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

 

I have asked for a refund. How will I be refunded?

If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

 

I haven’t received an email with my statement/payment information?

If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to make payments.

 

I still have questions regarding payment, how can I get in touch?

Visit Klarna app Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.