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Frequently Asked Questions

ORDERING

 

How do I make a purchase?

In four simple steps, you can become the proud owner of one or more Turban Trunks products. We recommend you start with browsing through our collections, you can then select the turban(s), scarves or pocket squares that you wish to purchase and add them to your shopping cart.  Once you are ready to checkout, you can review and confirm your order and the final step is providing us the shipping and payment details so we can process your order and dispatch your purchases without any delay.

If you have purchased tied turbans, there will be one additional step to get the head size measurements from you via email.

Instead of selecting from our collection, you may choose to go for the bespoke option, the process of making a purchase is different but still simple. You provide us with your design ideas, we finalise the design with you, quote for the samples, and once you have reviewed and signed off on the samples, we will prepare the final products for you as per the approved design.

Do I need to set up an account to place an order?

No, it is not mandatory to set up an account and you can complete your order as a guest on the website. The benefits of setting up an account are that you can save your address and card details so you can shop even quicker next time, you can review past purchases and your product reviews, you can maintain a wish list of the products that you like, and have a personalised experience with the service.

How do I know if a particular product is available?

As we prepare the products only once we receive an order, you can consider any product on our website as available. The only exception to that is if you wish to have a different turban design for the bridegroom from what the baaratis will be wearing, you can order just one turban in that design. You can order only one bridegroom turban in one order.

How long will you take to fulfil an order if I pick an item from your collection?

It will usually take four to five weeks for us to fulfil your order. This is because we only print the designs after we have received your order. We do this partly because some of our clients select one of our designs but use our bespoke option to change the colour combination or fabric that they want us to print on.

If you have purchased tied turbans, the time taken to fulfil the order can sometimes be greater than 5 weeks depending on how soon we can get the head size measurements for the turban wearers from you. We usually factor in two weeks to get all the measurements from you.

How long will you take to fulfil an order if I pick your bespoke option?

It will take between eight to ten weeks to fulfil a bespoke order. The duration varies depending on the extent of bespoke development that we are required to do. For example, if you pick one of our designs but want a custom colour combination, we will be able to fulfil the order within eight weeks. However, if you would like us to print a completely new block print design, we would require the additional two weeks for our craftsmen to carve the blocks for your design before the design can be printed.

Can I add items to an existing order?

Once an order has been submitted and payment made, usually no further changes be made to the order.  You can however place as many orders as you like so if you have forgotten to order something, please go ahead and place a new order.

How will I know you have received my order?

Once the payment details for your order have been finalised and processed, you will receive an automated email from our website confirming receipt of your order. If you do not receive a confirmation within one day of your order, it could mean that your order did not go through for some reason. Unfortunately that may mean that you have to enter the order details again but do contact us at contact@turbantrunks.com and we will assist in any way we can.

Can I track my order? How do I check the status of my order?

Currently, you cannot track your order through our website but rest assured that our logistics team will be tracking all the orders once they are dispatched and informing you if there are likely to be any delays at all in delivering your order. If you have a Turban Trunks account, you will be able to check the status of your order and know whether it is still being prepared or whether it has been shipped to you. Your order status would change from Confirmed to In Production to Shipping. To track it further, please contact us on contact@turbantrunks.com

Can I email my order?

If you are ordering a design as is from our collection, you will need to order from the website. However, if you decide to go for the bespoke option, we will accept your order by email after confirming the details with you.

Can I phone in my order?

We currently do not accept phone orders. All orders need to be made via our website www.turbantrunks.com.

If I have problems with my order, what should I do?

We are here to assist you so if there any issues at all with your order or you just want more information about us, please send an email to contact@turbantrunks.com and someone from our team will be in touch within 48 hours.

How can I modify my order?

Just prior to making the payment, you will be requested to confirm your order. Before you confirm, you can modify your order at any time by clicking on the My Cart label that will always be visible on the top right hand corner of the website.  You can also go back to browsing our collections and add more items to the cart and repeat the Checkout steps.

How can I cancel my order?

The order cannot be cancelled after you have confirmed it. But prior to the confirmation step, you can go to your cart and remove all the selected items which will empty the cart and effectively cancel your order.

What is your returns policy?

Please read our Returns & Exchanges policy here.

When will I receive a refund for my returned products?

Please read our Returns & Exchanges policy here for a full explanation regarding refunds.

How do I exchange an item?

Please read our Returns & Exchanges policy here for a full explanation regarding exchanges.

 

OUR PRODUCTS

 

Do you make turbans for children?

Yes we do.  If you have ordered tied turbans, then we will be sending you a request for head size measurements and you can let us know at the time which turbans are for children and we will resize them accordingly. If you have ordered untied turbans, please drop us a line at contact@turbantrunks.com quoting your order number and letting us know how many of the turbans are for children. Turban lengths for children are usually 5 metres as opposed to 6 metres for adults.

How do I know that your products are genuine?

Turban Trunks is a brand backed by decades of experience in the textile industry and the founders are deeply committed to delivering on their quality promise to you. Our products are crafted with care and attention by master craftsmen and our design and quality control team ensure that what you will get is a high quality genuine product that can be a keepsake for years to come.

Will the colours look exactly like they look in the photos on your website?

We endeavour to take sharp and clear photographs of our products to convey as accurate an image of the final product. However, display sizes and screen resolutions vary from computer to computer so we cannot guarantee that you will see an exact match. Furthermore, many of our products are handcrafted so each piece may have slight irregularities which are actually part of what make each item unique and special.  

Is each item individually packed? What type of packaging do you use and is it good enough to gift?

Yes each item is individually packed in an elegant and stylish box that is crafted from 100% handmade paper. Our packaging is exclusive and designed for gifting as well as for preserving your product for years to come. With the option to include personalised inserts, you can add that special touch to a Turban Trunks gift.

Can I include a personal message within the package?

You definitely can. We offer the option to include personalised inserts in each piece.  After you have selected the design, colour combination, material, printing style and tying style (turbans only), you can opt for personalised inserts under the Add to your packaging heading. We can also include invitation cards if you intend to send our products as gifts before a special event.

Are your products available internationally?

Yes we can send our products internationally to any country in which our shipping partners Fedex operate. Please note however that currently, we can only accept payments in Indian Rupees (INR).

Where are your products produced?

Majority of our products are handcrafted and they are all produced in the heritage city of Jaipur, situated in the state of Rajasthan. Some of our products also use state-of-the-art digital printing facilities in Mumbai.

Are your products handmade?

Majority of our products are handcrafted by master craftsmen based in Jaipur and Sanganer, a village on the outskirts of Jaipur. We also offer products that are digitally printed such as our pocket squares collection.

My tied turban looks a bit crushed? What should I do?

We iron and starch the turban length before getting it tied and the packaging is designed to preserve the shape and fall of the turban. However, it is possible that the tail and crest of the turbans will look slightly crushed when you receive it because of movement during transit. This is easily fixed with a steam iron and by brushing your hand lightly behind the crest after gently pulling the thread at the base of the crest so it lifts the fabric.

 

PAYMENT & SHIPPING

 

What payment methods does Turban Trunks accept?

Currently, we can only accept payments in Indian Rupees (INR) but will soon be expanding to accepting international currencies. In the meanwhile, we accept all the major Indian and international credit/debit cards and you can also make your payment via Netbanking. If you are using a foreign credit/debit card or a foreign bank account to make your payment, prevailing currency conversion rates will apply. You can also make payments by money order or cheque in Indian Rupees however please note that we will not start processing your order till full payment is received.

Is it safe to use my credit card online on your website?

At Turban Trunks, we take the privacy and security of our customers’ information very seriously. We use the latest SSL encryption technology to store and safely transmit your personal and credit card information through our systems. All orders are processed through a secure checkout system.

How do I remove saved credit card details?

Our system does not store your credit card information.

What currency will my order be billed in?

All orders will be billed in Indian Rupees (INR).

How Is My Order Shipped?

We use Fedex to ship all our orders to your provided shipping address.    

Will I have to pay any duties and taxes?

All our orders will be shipped from the cities of Jaipur and Mumbai in India and if the shipping address is in India, most orders will not require payment of additional levies. However, it is possible that due to the nature of interstate shipping, you may have to pay additional duties and taxes which are levied once a shipment reaches your state. Unfortunately, we are unable to determine when and how much these infrequent duty charges will be levied. In the case where additional duties or taxes are assessed, you will be responsible for paying these additional fees. To make your shopping experience as seamless as possible, we have arranged with our shipping partners to clear your goods for you and deliver them to your doorstep. If you are presented with an invoice/receipt from our shipping partner for any duties and taxes, you will have to pay them directly at the time of delivery.

If the shipping address is outside India, it is possible that import duties and taxes may be levied on our shipment. While this should be only applicable on rare occasions, we cannot predict when that will be the case. We have arranged with our shipping company to customs clear the goods for you and deliver them to the given address. However, if you are presented with an invoice for import duties and taxes, you would have to pay that before the order can be delivered to you.

Can I change my shipping address after my order has been dispatched?

It will not be possible for us to change the shipping address once your order has been dispatched so we request that you finalise the shipping address before you submit your order.

Do you offer expedited shipping?

Yes we do. We use the shipping company FedEx and they offer two shipping options – an Express Saver option which usually takes 3-5 days and a Standard Overnight option which is more expensive but delivers overnight.

Will everything I have ordered ship together?

We make every effort to send the complete order in one single shipment however in order to ensure that your order is delivered as soon as possible, you may receive your order in more than one shipment.

Can you ship to multiple addresses?

One order can currently be shipped only to one address but if you have any special shipping requirements, do drop us an email at help@turbantrunks.com and we will assist if we can.

Can my order ship to a post office box?

Unfortunately, we cannot ship to a post office box because depending on the value of the order, the shipping company may require someone to sign on receipt of the order.  If any duties or levies are payable for the order, they will also have be paid at the time of delivery. If a P.O Box is entered, the system will prompt an error.

What are the shipping costs?

The shipping costs vary depending on the destination and the shipping option that you select. We use Fedex as the shipping company for all orders and they offer an Express Saver option which usually takes 3-5 days and a Standard Overnight option which is more expensive but delivers overnight. Before you checkout, you can estimate the shipping costs for different destinations and shipping options on our website.

Why was my package undeliverable?

The shipping company could return the package to us as undeliverable due to several reasons. After several delivery attempts, the shipping company may have been unable to find anyone at the delivery address. If you are generally not home during delivery hours, please use a shipping address where someone will be available to sign for the package. Your order may also be returned to us if the address is incorrect or a post box address.  Turban Trunks will not be responsible for any delays if you have provided an incorrect address but we will try to contact you as soon as we are notified by the shipping company so that we can correct the address and ship the goods again to you. Additional charges for shipping may apply at the time.

Can I change my billing address?

Yes you can change your saved billing address if you have registered with Turban Trunks.

 

SECURITY & PRIVACY

 

I have forgotten my password. What should I do?

All you need to do is go to the sign in page on our website, enter the email address you usually sign in with and click on the Forgot password?  link. You will be redirected to the password recovery page and when you confirm that you want to recover your password, you will be sent an email with a link that will allow you to enter a new password.  You can then log in using this new password. 

Is my personal information secure? Do you share my information with anyone else?

 At Turban Trunks, we take the security of your personal information very seriously. We store the information securely and we will not share your information with anyone else. You’ll see the lock sign on the URL for every page with personal information. This ensures your privacy. 

What are cookies? Should I be worried about them?

A cookie is a bit of information that is stored on your computer's hard drive by your web browser which tracks your movements within websites. Cookies are usually used to keep track of how often you visit our website, the contents of your shopping cart, previous orders and to match content to your interests. Cookies exist  to assist your shopping so should not be a matter of concern. Most browsers are automatically set up to accept cookies, but usually you can alter the settings of your browser to prevent automatic acceptance. If you choose not to receive cookies, you may still use most of the features of our website, including the ability to order our products.

 

SOCIAL MEDIA & CUSTOMER SERVICE

 

How do I contact Customer Service?

You can send an email with your contact details to contact@turbantrunks.com. Someone from our customer service team will be in touch within 48 hours.

How do I remove my name from your email list?

We will be sorry to see you go but all you need to do to remove your name from our distribution list is to send an email to contact@turbantrunks.com

Can I use your photographs on my blog, publication, or social media feeds?

You can use ONE project image(and not a collage) as long as it distinctly states that the product is by Turban Trunks, and the article is linked back to the original product.

Please don’t share on Facebook, Twitter or other social media as your own, or bury credit in multiple tags. Also, don’t alter or combine multiple images into one, use images as promotional material with your own graphics or use images to your own context if does not feature, relate, and link to the original project. If you’re confused about how to share and what to share, it’s best to check with us first, through the Contact Us Page.

I loved your products! How do I spread the word?

We would love it if you could share your feedback with all our potential customers out there.  You could add a product review for our turbans, scarves and pocket squares as all product reviews are displayed when people browse our collections. We would also really appreciate it if you could spread the word on Facebook, Twitter and Instagram by tagging us or using the hashtag #turbantrunks.

 

OUR COMPANY

 

Is Turban Trunks an Indian company?

Yes Turban Trunks is wholly owned by Kavita Textile Traders.

Where is your head office located?

Our head office is located in Mumbai at 5th Floor, Gopal Bhavan, 199, Princess Street, Mumbai – 400002. It is co-located with the offices of Banswara Syntex Limited, Tel: +91 22 66336571 to 76, email: help@turbantrunks.com

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