FREQUENTLY ASKED QUESTIONS

Can I return my item for a refund or exchange?

 

Of course! If for any reason you are not completely happy with your purchase, we will happily accept a return for an exchange or full refund (t&c’s and policies) apply.

 

How long after purchase can I make a return?

Returned items must be received by us within 14-days of receipt.

 

How to make a return on cosmetics and merch:

Due to the nature of our products and for hygiene purposes we do not offer refunds/exchanges on items simply unwanted or due to a simple change of mind. Makeup cannot be returned for hygiene purposes as per our ts&cs  - the only exception is due to an allergic reaction which we will also need to see proof of. We offer no exchanges on cosmetics by any means.

If you receive an item damaged or faulty we will of course exchange or refund this for you. If you receive a damaged/faulty item you must notify us within 7 days of receipt.

When returning, we always recommend returning your items via a recorded service as we unfortunately cannot be held responsible for any items that do not reach us. Original shipping charges are non-refundable and all items must be returned in their original packaging and should not be opened or tampered with by any means.

 

 

How long does a refund take?

We aim to process all of our returns within 5-7 working days after we have received your parcel. During busy periods such as Black Friday, this may take slightly longer.

All refunds will be processed through Paypal unless a payment was made via a credit/debit card, over the telephone, in which case your refund will be debited back to your card. The refund will be processed back to your original method of payment and may take up to 14 working days to enter your account.

 

Can I get my shipping fees back?

We regret to inform you that any original shipping fees or return shipping charges are non-refundable, unless the error was made on our part or if you receive a faulty or damaged item. Moreover, shipping costs will not be reimbursed.

 

I have received a faulty item, what do I do?

 Please send us an image to info@barbieweekender.co.uk so we can look into this & help you further. If the packaging is damaged we will offer you a partial refund of up to 10% depending on the severity of the damage. If you do not wish to accept the partial refund, a claim against the courier will be made in which you will be made to wait up to 30 days for the claim to be processed. 

Only once the claim has been concluded will we take action depending on the outcome of the claim.

 

I have received an incorrect / missing item in my order, what do I do?

 Please send us a message at info@barbieweekender.co.uk with an image of your order, the original packing slip and the invoice so we can identify the packing error and the outer packaging it was sent in. Packing orders go through extensive checks whereby they are picked and packed by two members of staff. 

The items are ticked off one by one on the packing slip when being picked and are then counted as they are packed. The packing slip is then numbered and signed to indicate how many items are in the package. We can refuse to resend an item if we believe the item has been packed correctly and all correct procedures have taken place. Unfortunately if you do not keep your outer packaging and your packing slip / invoice we are unable to assist you any further as these go through strict weight checks and we need these to identify whether it is fraudulent or not.

 

 

My order is missing, what do I do?

If your tracking has been marked as delivered but you have not received your parcel your order could also be deemed as lost. If you have not received your parcel you will need to contact our customer service team via email on info@barbieweekender.co.uk so we can look into this. If we suspect your parcel is in fact lost we will need to raise a claim with the courier service. 

Claims can take up to 30 days to process from the point of us recognising that the parcel is lost. Once the claim has been submitted this can take up to 30 days to conclude. During the claims process we will be unable to re-send your order or issue you a refund. Once a claim has been concluded we will only be able to take action based on the outcome of the claim.

The outcome of the claim is a final decision and cannot be overridden.  

 

Do I have to pay for return postage?

We're unable to cover return postage costs unless your item is faulty or damaged. Customers are urged to hold onto proof of postage as we are also not responsible for returns lost in the post. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return.

 

Have you received my return?

Please allow up to 14 working days for your parcel to be returned to us girl. If you haven’t received a refund after 30 working days - please contact our customer care team with your order number and details of the items returned.

 

I made a mistake on my order, what do I do?

As we outsource our shipping, once your order is placed we cannot amend addresses or cancel your order. 

Your order is processed, picked and packed within 5 minutes of you ordering. 

We cannot add anything to your order and we cannot change your order consequently. If you order the incorrect item this is your own responsibility.