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FAQs

·         HOW DO I SEARCH FOR A PRODUCT?

The most relaxing way to shop with us is to browse through the categories at the top of the webpage and then refine what you are looking for by clicking on each section.

Once you have found what you want, click 'add to shopping bag', and when you're done shopping, follow the on screen instructions to fill in your payment and delivery details. Easy.

·         DO I NEED TO CREATE AN ACCOUNT TO SHOP WITH YOU?

There are two ways of make the order. You can make ir as a guest or you can setting up an account will allow you to order without having to fill in your details every time you shop with us, and will give you benefits such as order tracking, regular newsletters, and exclusive discounts and special offers.

Just follow the easy steps on screen and remember to have your payment and address details to hand.

·         COULD I LOG OFF AS A USER?

If you do not want to be alerted of our sales and promotions in all our emails will appear how to unsubscribe and you will also be able to do so by contacting us via email: info@turbandu.com.

·         SIZE GUIDES

All headbands have one size. The fabrics are elastic and fit.

·         HOW DO I SIGN UP FOR THE HOWSTY NEWSLETTER?

The easiest way to sign up for our newsletter is to set up an account. You don't have to buy anything yet, but when you do want to start shopping, this'll also give you a head start.

Alternatively, you can click here to go back to the Homepage of our website and sign up to the newsletter straight away without setting up an account.

·         HOW DO I PAY FOR MY ORDER?

You can pay through the credit/debit card, paypall and banc transfer.

All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud. Likewise, you will be able to pay your order by cash on delivery.

·         WHEN WILL I BE CHARGED?

If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful.

If your card is not authorised, payment will not be taken, and we'll email to let you know why your bank or card issuer wouldn't authorise the payment.

·         HOW DO I CHANGE DETAILS ON MY ACCOUNT?

Once you have signed up, you'll be able to log into My Account anytime you want. This is where you go if you want to change your password, email address and delivery info.

·         HOW DO I CANCEL MY ORDER UNDER THE DISTANCE SELLING REGULATIONS?

Unfortunately, we cannot modify your order once it has been delivered; this including a change in the color of a product, removing a product, changing the shipping address or the payment method. However, you may cancel your order if it has not been processed yet.

Under the Distance Selling Regulations, you have 7 working days (from the day after you receive your goods) to cancel the contract for your order with us.
In this case we will issue you with a full refund however you will need to return the entire order at your cost if you have already received them.
In all cases, the goods must be in their original condition and will be inspected on their return.
If you decide to cancel your order with Turbandu, you must let us know our customer care department in writing, quoting the order number at pedidos@turbandu.com..

·         IS MY ORDER ON ITS WAY TO ME?

You'll receive a despatch confirmation email from our warehouse once your order is on its way.

·         MY ORDER IS LATE

Please send us an email pedidos@turbandu.com. We will reply as soon as possible and our priority will be to solve the problem.

·         I HAVE RECEIVED AN INCORRECT OR FAULTY ITEM

We want to sort out any issues with incorrect or faulty items straightaway.

As soon as you discover a fault, please contact us at pedidos@turbandu.com. with the order number, the faulty item's name and number, and a description of the fault.

We’ll get back to you as son as possible in order to sort out the problem.

·         SHIPPING TO THE CANARY ISLANDS, CEUTA AND MELILLA

We don´t send to Ceuta and Melilla.

·         WILL I BE CHARGED CUSTOMS AND IMPORT CHARGES?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel (this also applies to retail & wholesale customers).

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

·         NON-EU VAT

VAT is not included in our prices for customers outside of Spain and of the EU.

·         DO YOU DELIVER TO WORK ADDRESSES?

We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods, as the courier will deliver to the place not the person.

·         MY RETURN WAS PROCESSED BUT I WASN'T REFUNDED MY DELIVERY CHARGE

We will usually refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled under the Distance Selling Regulations or the order was faulty.

·         I HAVE BEEN REFUNDED THE INCORRECT AMOUNT

We are very sorry if we have made a mistake on your refund. Please get in touch with our Customer Care Team (pedidos@turbandu.com) who will try and sort it out for you as soon as possible.

The following may affect the amount you have been refunded: the delivery charge, which would only be refunded under cancelled orders made under Distance Selling Regulations or if the goods are faulty.

·         HAVE YOU RECEIVED MY RETURNED GOODS?

As soon as our warehouse has processed your return, we'll email you to let you know.

In the unlikely event that you don't receive this email within 14 business days of posting your parcel to us, please get in touch with us (pedidos@turbandu.com) and we'll get back to you.

If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.

·         I AM HAVING GENERAL PROBLEMS ACCESSING OR BUYING FROM YOUR WEBSITE

If you are having any other problems, we recommend you make sure you have the latest updates and patches for your operating system.

If you are still having problems, get in touch with our Customer Support, who will be able to help you.

·         I CAN'T SIGN INTO MY ACCOUNT

When you want to shop with us or access your account, we ask you to sign in. If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us.

If you can't remember your password, just select the 'Forgotten your Password' box on the sign-in page, and we'll remind you what your password is.

You can change your password, main email address or any of your other details at any time just by signing in to My Account.

·         CUSTOMER SUPPORT

In the event you don’t find the answer you're looking for, then our Customer Support will try to resolve it as son as possible. Simply email them via the Contact section or at info@turbandu.com.