What is your shipping policy?
Your Troubadour product is shipped using DHL, FedEx or UPS. We charge the following delivery fees:
Orders below $100 - $15
Orders above $100 - FREE
Orders below £100 - £9.95
Orders above £100 - FREE
Orders below €100 - €9.95
Orders above €100 - FREE
Orders below £195 - $49.95
Orders above £195 - £29.95
Worldwide delivery is Monday-Friday, between 9:00 AM and 5:00 PM. You will receive your order in one to six working days
To which countries does Troubadour ship?
Great news – Troubadour ships anywhere in the world. You can expect to receive your items 1-6 working days after purchase.
What customs, duties and taxes will I have to pay?
The final price at checkout includes any applicable taxes/customs and duties to guarantee no additional charges on delivery. 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. This means you know exactly what the total price will be for your purchase and the shipment clears customs more quickly.
Troubadour orders ship from either the US or UK.
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 email@example.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?
You can return a product within 100 days of purchase, as long as it’s still good as new, with all the original tags still attached, for a full refund. Unfortunately we may not be able to accept returned goods if they are not received in that condition.
Return shipping costs are borne by the sender and are deducted from the value refunded. Returns from the UK, US and EU are £5.95. For international returns, the sender pays shipping costs of £15.95.
To arrange your return just go to our returns site and enter your order number and email address. We'll give you a returns label to stick on the package (if one is not already included in your shipment). It's best to use the same packaging it came in, to protect the bag really well. Please enter the tracking number when prompted in the portal, this allows your return to be promptly processed.
For returns, we work with UPS in the US and with DHL everywhere else. The process is straightforward and we are here to help with any questions that you have along the way. Refunds are credited back to the original purchaser’s credit card. Please note, we aim to refund you within 14 days of having received the returned item.
If you would like to exchange something, please return the item you don't want and place a new order for the item you do want.
Any questions, please reach out to our team at firstname.lastname@example.org
What is the Troubadour guarantee?
Every Troubadour product comes with a five-year guarantee against any manufacturing fault. Our commitment to exceptional quality and craftsmanship extends to our guarantee and repair service. If you need to return your product for the repair of a manufacturing fault during the first year after its purchase, we also pay the return shipping costs.
The Troubadour team is on your side to assist with any repairs, refurbishments, or other product queries. Simply email email@example.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
How do I change my payment currency?
To change currency, simply click the “Currency” icon and choose from the list.
Does Troubadour do collaborations with other brands?
Yes, we selectively work with like-minded brands to create collaborations. You can see some of our past collaborations here.
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.
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 9:00 AM and 7:00 PM. Our team looks forward to hearing from you.
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!