FAQ
GENERAL
Does Troubadour offer a dedicated account manager?
Your account will have a dedicated wholesale account manager.
What happens if a customer has an issue with a product?
We'll take care of any repairs and customer questions: anytime, always. All our products come with a five-year guarantee and we replace any faulty items within that period. Customers can go directly to our dedicated customer services team, so you don't have to arrange anything.
Will Troubadour train our store teams on the products?
Yes - we'll send our dedicated training team to run training in all your UK stores that carry our collection, and provide online training via Zoom for all other stores
What sort of partners does Troubadour work with?
We work with a range of resellers, distributors and retail stores.
ORDERS
Is there a minimum order?
No, no order is too small or large - we understand that you may only need a small top up order every now and then.
How long will my order take?
After payment is made, in-stock items will be shipped within 1-3 business days. The total length of delivery thereafter varies depending on your location though it is usually 1-5 business days.
Who will deliver the order to me?
Once your order is dispatched, you will receive a notification with your consignment tracking information, this will allow you to track when your order will arrive.
Can I track my order online?
Yes, simply enter your consignment number provided for your order and search on the website of the nominated carrier.
Can I sample the products before I place my order?
Absolutely! You can visit our Retail store and showroom in London at 65 Beak Street, Soho. You can also place small orders to have product shipped to be reviewed.
What if my product is not in stock?
If for any reason, we cannot immediately supply you with a product you have ordered, we will let you know by email and provide options to change the items, refund the items or backorder the items to have them shipped when they are back in stock.
SHIPPING & DELIVERY
Where does Troubadour ship from?
We ship from the UK and US. Our UK warehouse ships to all countries.
Do you ship internationally?
Yes, we do. Please note, all shipments are sent DDU so you may incur local duties, fees and taxes for international shipments. All sales are ex-works, these fees are the responsibility of the customer.
How is my freight calculated?
Freight charges are calculated based on physical weight, volumetric weight and the number of cartons.
PAYMENTS
What are accepted methods of payment?
We accept payment through all major credit cards, PayPal and Bank transfers.
Can I pay by bank transfer?
Yes, absolutely. There are options at checkout to pay into our GBP and USD bank accounts