Frequently Asked Questions

Shipping

What is your shipping policy?

Your Troubadour product is shipped to you free of charge. Worldwide delivery is Monday-Friday, between 9am and 5pm. You can expect to receive your items 1-3 working days after purchase. Troubadour partners with DHL for all shipments.

To which countries does Troubadour ship?

Great news – Troubadour ships to almost every country in the world. Whenever possible, all relevant import taxes and duties are included in the final purchase price, though there are a few exceptions. If you have any questions please contact us.

Shipping to Russia: shipping time is approximately 4-6 weeks and Troubadour Goods does not take responsibility for product delivery.

Shipping to Mozambique: the final purchase price of Troubadour products shipped to Mozambique does not include import taxes and duties.

How do I change my payment currency?

All orders are charged in British pounds. To change currency, simply click the “Currency” icon and choose from the list. The price of your order will be calculated in accordance with the applicable exchange rate on the day your credit card company processes the transaction and may differ slightly from the indicative price shown on the website in your own currency.

What duties and taxes will I have to pay?

Taxes and duties are already incorporated into our product prices. Taxes and duties are calculated according to your shipping destination and itemised at the bottom of the Order Summary page.

To the extent possible, all orders ship to destinations on a DDP (Delivery Duty Paid) basis, meaning all relevant import taxes and duties are included in the final purchase price.

Can an order be sent to multiple addresses?

Unfortunately, at this time, Troubadour can only ship to one address per order. If your order contains items that need to be sent to more than one location, you will need to place a separate order for each address.

Is my package insured during shipping?

All goods are insured against theft and accidental damage whilst in transit from Troubadour to their final shipping address. Once an item is delivered and signed for, it is no longer covered by insurance.

If for some reason a box arrives damaged, we recommend you either refuse delivery or make a note when signing that you’re accepting a damaged box.

Do I need to sign for my order when it arrives?

Yes. Troubadour requires proof of delivery on all orders given the high value of our products.

Can I change my shipping address after I place my order?

No. Once an order is processed we are unable to redirect it to a different address.

Is it possible to add items to an existing order?

This depends on whether your order has already been processed and shipped. If you wish to add to an existing order and are unsure whether it has shipped, please email contact@troubadourgoods.com.

If your order has shipped, there is no way to add another item. You will need to place a new order with the additional item(s) you desire.

How will I know Troubadour has received my order and charged my card?

We immediately send an email to the address you provide confirming the details of the order once it is placed.

How do I track my package?

When your order is dispatched we’ll send you an email confirming shipping details and tracking number.

Please note that Troubadour does not have any control over delays caused by destination customs.


Exchanges, Returns, and Repairs

What is Troubadour’s collection service for returns and exchanges?

We are happy to help coordinate a package pick up from your home or office at a time that is convenient for you via our shipping partner DHL. This service is offered free of charge for all Troubadour customers. Please email contact@troubadourgoods.com within 14 days of receiving your order and request a “Returns Merchandise Authorisation (RMA) number.” A member of our team will coordinate directly with you from there. You must return your item(s) within 14 days of receiving your RMA number.

How do I coordinate a return or exchange?

To book a free collection visit www.dhl.com, select your country and find the telephone number of the nearest DHL branch.

Please sign the returns pro forma invoice included with your order and complete the DHL air waybill (if required). Note the package should not be sealed, the driver must check it on collection.

You will receive a notification email once your return is processed.

Can I exchange an item?

If you’d like to exchange your item for another Troubadour product, we suggest you return the original item and then purchase your new item separately.

What is Troubadour’s return policy?

We happily accept returned goods – our aim is to make sure every customer is pleased with the Troubadour experience. All returned products must be new and unused, with all tags still attached. We may not be able to accept returned goods if they are not received in that condition. We recommend using the original packaging to ensure returned items are adequately protected.

Will Troubadour refund the full value of my order?

Refunds are credited back to the original purchaser’s credit card, which includes shipping costs for any faulty product. If you choose to return goods using our free collection service, we do not refund the original shipping costs.

All sales tax is refunded for orders sent within the EU. Outside the EU, customs duties and sales taxes are non-refundable. However, you may be able to recover these fees by contacting your local customs office directly.

Please note it can take up to ten days before the refund appears in your account.

What is Troubadour Cares?

Troubadour Cares is our complimentary programme designed to ensure your Troubadour product ages beautifully. Every Troubadour product comes with a lifetime guarantee. Our commitment to exceptional quality and craftsmanship extends to the service you and your products receive. We therefore take responsibility for any refurbishments or repairs of our products that are required (for life).

The Troubadour team is on your side to assist with any repairs, refurbishments, or other product queries. Simply email refresh@troubadourgoods.com and we'll be happy to help. We will do everything possible to make good any issue affecting your product and make sure that it lasts as long as you do.


General Questions and Payment

Do I need to set up an account to order a Troubadour product?

No, an account is not required. However, if you create a Troubadour account you can save your address and card details for a secure, seamless shopping experience. You’ll also be the first to know about new product offerings if you opt to be notified about them.

Help! I've forgotten my password.

Visit the “Account Log In” page, click “Forgot your password?”, and follow the instructions. For your security, we never send passwords by email.

How do I know if a product is in stock?

All items are currently available, unless labelled “Sold Out.” Please note – any product in your shopping bag can be purchased by another visitor until the moment your order is complete.

What payment methods do you accept?

We accept American Express, Visa, MasterCard, and JCB cards. Payment is debited from your card at the time the order is placed.

Are my credit card details safe when I shop online at Troubadour?

Your personal security is incredibly important to us. We use the latest encryption technology to store and transmit your personal and credit card information. The URL address in the navigation bar at the top of the site will always start with “https” on the Troubadour Shop page.

You can safely and securely store your information with us to save time during future online shopping visits.

If you prefer, we welcome orders by telephone as well. Please call +44 (0) 20 3397 4884, weekdays between 9AM–7PM. Our team looks forward to hearing from you.

How do I edit saved credit card details?

You can easily remove saved credit card information and edit or add a new shipping or billing address. To altogether remove stored information, uncheck the “remember my payment details” option on the payment page.

Is my personal information kept private and confidential?

Yes. We promise to never rent or sell your personal information. It is used solely for your Troubadour shopping needs, nothing more!