Help & Frequently Asked Questions (FAQs)
Welcome to the official Help & FAQs page of TurnUp, your global fashion partner. Whether you’re a first-time visitor or a loyal customer, we’re here to make your shopping experience smooth, secure, and satisfying. Below you’ll find answers to commonly asked questions about shipping, payments, returns, product details, and more.
What is TurnUp?
TurnUp is an international online fashion store offering curated collections of clothing and lifestyle products for men and women. Our mission is to deliver premium, trend-forward styles directly to your door, no matter where you are in the world.
Where is TurnUp based?
TurnUp is a globally active eCommerce platform with distribution centers in multiple regions, including Asia and the Middle East. We proudly serve fashion lovers in over 80+ countries and are constantly expanding our global footprint.
ORDERS & SHIPPING
How do I place an order on TurnUp?
- Browse our catalog and select the product(s) you love.
- Choose size, color, and quantity.
- Click “Add to Cart.”
- Go to checkout, enter your billing and shipping details, and select a payment method.
- Confirm your order and wait for a confirmation email.
Can I place an order without creating an account?
Yes, guest checkout is available. However, we recommend creating an account to track your order, manage returns, and receive exclusive updates and rewards.
Where do you ship to?
We currently ship to United States. Shipping availability is automatically detected based on your location during checkout.
How much is international shipping?
Shipping fees depend on the destination, delivery speed, and total package weight. Exact shipping charges are calculated at checkout.
What are your delivery timelines?
- Standard Shipping In USA: 6-9 business days
How can I track my order?
Once your order ships, you’ll receive a tracking number via email. You can track your parcel directly from your account dashboard or by using the provided carrier link.
Do I have to pay customs or import duties?
Customs duties, VAT, or import taxes may apply depending on your country’s laws. These are the responsibility of the customer unless otherwise stated. We recommend checking with your local customs office before placing your order.
RETURNS, EXCHANGES & REFUNDS
What is your return policy?
TurnUp offers a flexible 14-day return policy for most items. The item must be:
- Unused and unwashed
- In original packaging with tags attached
- Free of any damage or odor
How do I request a return or exchange?
- Email support@turnsup.store with your order number and return reason.
- You will receive instructions and a return label (where applicable).
- Once we receive and inspect the item, your return will be processed.
Can I exchange my item?
Yes. We offer exchanges for size, color, or a different item of equal value. Exchange eligibility depends on current inventory levels.
How long does it take to process a refund?
Refunds are usually processed within 14 business days after we receive the returned item. Refunds will be issued via the original payment method.
PAYMENT & SECURITY
What payment methods do you accept?
We accept Only payment method:
- PayPal
Why did my payment fail?
Common reasons include:
- Incorrect card details
- Expired or blocked card
- Network timeout or bank decline
- Local payment gateway restrictions
Please try again or contact your bank for more help.
Can I use multiple payment methods?
Currently, one payment method per order is accepted. We do not support split payments at this time.
PRODUCTS & SIZING
How do I choose the right size?
Every product page includes a detailed Size Guide with international conversions and measurements. If you’re unsure, email our support for personalized sizing help.
What if the item I want is out of stock?
If a product is out of stock, you can use the “Notify Me” button to receive an email when it’s available again. Some limited-edition items may not be restocked.
Are the products exactly like the pictures?
We work hard to present our products with clear, accurate images. However, slight color variations may occur due to lighting and screen differences.
Are TurnUp products authentic?
Yes. All products listed on TurnUp are 100% authentic and sourced from verified manufacturers and suppliers.
ACCOUNTS & PRIVACY
Do I need an account to shop?
No, but having an account gives you access to order history, faster checkouts, tracking tools, exclusive deals, and reward points (where available).
How do I reset my password?
Click on “Forgot Password” at login and follow the instructions sent to your registered email address.
How do you use my personal data?
We use your information strictly for order fulfillment, support, and personalization purposes. We do not sell, rent, or misuse any data. Your privacy is protected under GDPR and international privacy laws.
Read our Privacy Policy for full details.
INVOICES, TAXES & DOCUMENTATION
Will I receive a receipt/invoice for my purchase?
Yes. A digital invoice will be emailed to you after placing your order. Printed invoices are included with all shipments.
Are taxes included in the product price?
In most cases, prices are exclusive of VAT or import duties. Taxes may be calculated and charged at checkout or upon delivery, depending on the destination country.
Do you provide customs documentation?
Yes. All international shipments are sent with the necessary customs declaration and documentation to facilitate smooth delivery.
CONTACT & SUPPORT
Still need help?
We’re here for you! Whether it’s before, during, or after your purchase, our international support team is happy to assist.
Business Name: Turns Up
Business Number: +1 (321) 372-1931
Business Email: support@turnsup.store
Business Address: 82 WENDELL AVE., STE 100, PITTSFIELD, MA, 01201, United States
Business Hours: 9:00 AM to 5:00 PM (Monday – Friday)
Chat Support: 24/7