Questions

• HOW DO I SEARCH FOR A PRODUCT?

The most convenient way to shop with us is to search through the categories at the top of the web page and then filter your search by clicking on each section. Once you’ve found what you want, click ‘Add to my bag’ and when you’re done shopping, follow the on-screen instructions to complete your payment and shipping details. That easy.

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

There are two ways to make the purchase. You can do it as a visitor or you can open an account that will allow you to place orders without having to fill in all your data every time you shop with us, and will give you benefits such as order tracking, regular newsletters and exclusive discounts and special offers. Follow the simple steps on the screen and remember to have your payment and shipping details handy.

• HOW DO I UNSUBSCRIBE AS A USER?

In case you do not want to be notified of our offers and promotions in all our emails, it will appear how to unsubscribe and you can also do so by contacting us via email: info@turbandu.com.

• DO YOU HAVE A SIZE GUIDE?

All turbans are one size fits all. The fabrics are elastic and fit perfectly.

• HOW DO I SUBSCRIBE TO THE TURBANDU NEWSLETTER?

Creating your own account is the easiest option to subscribe to our newsletter. To do this, you do not need to make any purchase, but in this way, you will already have your account created for when you decide to make your purchase. However, you always have the possibility to return to the Home of our website and subscribe to our newsletter without having to open an account.

• HOW DO I PAY MY ORDER?

You can pay on our website by debit/credit card, PayPal and bank transfer. All credit or debit cardholders are subject to validation and authorization by both us and the card issuer to maintain security and prevent fraud.

• WHEN WILL MY ORDER BE PAID?

If your card is authorized, the payment will be made immediately, and you will receive an email confirming that your order has been successful. If your card is not authorized, the payment will not be made, an email will be sent to you to provide you with detailed information on the reasons why your bank or card issuer has not authorized the payment.

• HOW CAN I MODIFY DATA IN MY ACCOUNT?

Once you have registered, you can access My Account whenever you want. From here, you will be able to modify your password, email address and shipping information.

• CAN I MODIFY OR CANCEL MY ORDER?

Unfortunately we cannot modify an order once it has been submitted; this includes changing the size/color of an item, deleting an item, changing your shipping address or payment method. However, you can cancel an order if it has not yet been processed. In accordance with the Remote Shipping laws, you have the right to cancel the contract with us within 7 working days after receiving your order. In that case, you’ll need to let us know so we can send you a full refund. We will then ask you to return the canceled items. In case you want to carry out the cancellation of the contract with us, contact us at orders@turbandu.com.

• HAS MY ORDER BEEN SHIPPED ALREADY?

As soon as your order ships from our warehouse, an email will be sent to you to confirm that it is on its way.

• MY ORDER IS LATE

Send us an email (pedidos@turbandu.com). We will answer you as soon as possible and our highest priority will be to solve the problem as soon as possible.

• I HAVE RECEIVED AN WRONG OR DEFECTIVE ITEM

We want all of our customers to receive high quality products as ordered, so if you feel there is a defect in an item you have received, please let us know immediately by contacting our Order Customer Service team. @turbandu.com. Our goal is to resolve any problem related to a faulty item as quickly as possible. However, we need you to notify us as soon as you discover the defect in order to solve your problem. Please include as many details as possible about the order and the problem with the merchandise so that we can offer you a suitable alternative for your problem.

• SHIPMENTS TO THE CANARY ISLANDS, CEUTA AND MELILLA

We do not ship to Ceuta and Melilla.

• WILL I HAVE TO PAY CUSTOMS AND IMPORT FEES?

Any customs or import tax is charged once the package reaches its destination country. These charges must be paid by the recipient of the package. Unfortunately, we have no control over these charges, and cannot tell you what the cost will be, as customs policies and import taxes vary from country to country. If in doubt, we suggest contacting your local customs office for current charges before placing your order, so you won’t be surprised by unexpected charges.

• MY RETURN HAS BEEN PROCESSED, BUT I HAVE NOT BEEN REFUNDED FOR THE SHIPPING COST

We will generally refund what you paid for the products but not the shipping costs back to our warehouses, except in cases where the order was canceled in accordance with the Distance Selling rules or where the order was faulty or wrong.

• I HAVE BEEN REFUNDED THE WRONG AMOUNT

We are very sorry that an error was made in your return. Please contact our Customer Service team (pedidos@turbandu.com) who will try to solve the error as soon as possible. The following factors may affect the amount returned to you: Shipping costs, which will only be refunded in accordance with canceled orders placed in accordance with the Distance Selling regulations, or if the products are defective or wrong.

• HAVE YOU RECEIVED MY RETURNS?

As soon as your return is processed by our warehouse, we will send you an email to let you know. In the unlikely event that you do not receive this email within 14 business days of sending your package, please contact our Customer Service team (pedidos@turbandu.com) and we will contact you at shortest term possible. If you have returned your package using registered mail or any other service that can be tracked, please provide us with the reference number when you contact us.

• I HAVE PROBLEMS ACCESSING OR BUYING ON YOUR WEB

If you are having technical problems, we recommend that you make sure you have the latest updates for your operating system. If the problems persist, please contact our Customer Service team, who will be happy to help you.

• I CAN NOT ACCESS MY ACCOUNT

When you want to buy with us or access your account, we ask you to login. If 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 don’t remember your password, click on the “I forgot my password” box on the registration page, and we will let you know the password. You can change your password, primary email address or any data at any time, simply by accessing My Account.

• THE CUSTOMER SERVICE TEAM

If you cannot find an answer to your specific question, send us an email through the Contact section or directly to info@turbandu.com.