Shipping Information

 Customer Care

 

SHIPPING DESTINATIONS

BARBIE CITIZEN ships worldwide. 

 

PROCESSING TIMES

Orders are processed Monday through Friday and are shipped within 48 hours after your order is made by our design team, placement, excluding weekends and public holidays. Tracking information is sent via email at 3pm EST on the day that orders are shipped out.

 

PROM GOWNS:

All Barbie Citizen gowns are custom made to your exact measurements. We ask you to put your height, Weight, age, Jean size, dress size, and cup size in our special instructions box at checkout. Gowns are custom made to ensure our lifelong insurance on our gowns. If you choose not to put your measurements in, the gown will still be custom made but without your measurements, see our size chart page for best fitting.  Read our home page, ‘about us’ for more information on gowns. Our prom gowns take 2-4 weeks to be made during Prom Season. If you fail to order without enough time, Barbie Citizen is not responsible if your gown does not get to you by a certain date and will not refund you for this reason. 

 

USA SHIPPING

We charge a flat rate of $6 for all domestic orders. We use USPS, which provides you with a unique tracking code for your package that can be tracked online. Express Airmail arrives within 1-2 business days from the date your order has been shipped.

Free Shipping is valid for orders that total $75 USD or more, excluding the cost of shipping and that are being delivered to an USA shipping address. Free shipping for these orders is automatically applied during the checkout process and are shipped via USPS.

 

INTERNATIONAL SHIPPING

We use DHL Global Mail International shipping services. Shipping time frames can be 1-2 weeks. Please note that the shipping time frames listed do not include customs processing delays which are unfortunately out of out control. Please also note that business days do not include weekends or national public holidays.

Free Standard International Shipping is valid for orders that total $150 USD or more, excluding the cost of shipping and that are being delivered to an international shipping address outside of US. Free shipping for these orders is automatically applied during the checkout. This offer is not valid with Express International Shipping.

 

 

INTERNATIONAL TAXES AND CUSTOMS CHARGES

International customers may be required to pay sales tax, duty and/or Customs charges. All Taxes and customs charges are the responsibility of the customer and are not included in the cost of the order or shipping charge. Taxes and customs charges differ depending on the country and state of the shipping address. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to you. BARBIE CITIZEN is not responsible for any additional taxes and customs charges that are requested during the shipment of your order.

If you have any questions or concerns regarding import taxes and customs duties, please contact our Customer Care team prior to placing your order.

 

ADDITIONAL INFORMATION

If you experience any difficulties while entering your shipping address during checkout or while you are creating an account, please email barbiecitizen@gmail.com with your full shipping address and contact phone number before you place your order so that an account can be set up for you.

If a change of address is made directly with your local post office or DHL, BARBIE CITIZEN will not be held responsible for any lost or misdelivered parcels. Requests for change of address must be made directly with BARBIE CITIZEN via our Customer Care contact service prior to your order being shipped.

If a customer error in shipping address is made during the checkout process (eg, incorrect/incomplete address), BARBIE CITIZEN reserves the right to charge a reshipment fee of $15 AUD for USA orders and $5 USA for international orders (standard international shipping).

If you need your order by a certain date, you must contact our customer service and let them know the date needed before you place an order. If you place a order and fail to ask our customer service and your order doesn't get to you in time, Barbie Citizen is not responsible. 

BARBIE CITIZEN is not responsible for lost or stolen packages or packages delayed in transit.

The shipping cost for orders is non refundable.

 

*** Please note that the international shipping costs that BARBIE CITIZEN provide do not reflect the cost of return shipping from countries outside of USA. It is the responsibility of customers to enquire about the cost of return shipping from their country back to US as this fee is in no way covered by BARBIE CITIZEN. For further information, please contact our customer care team at barbiecitizen@gmail.com.