Frequently Asked Questions

When will the seller send out the order?

  • After successful payment, the seller will be preparing the Courier and send the goods in due time. If the Courier is not completed in the required time on the order page, Barbyhans Kiddies will close the order and return all the funds to you.

If you don't want this order anymore, you can submit cancellation request by clicking. ​If we do not respond to your request within 48 hours, the order will be automatically closed and refund will be returned to your account. Please contact us if your order is not cancelled as the cancellation might cause losses to us while we are preparing the shipment.

I haven't received my parcel but it shows "Delivered".

  • The carrier is distributing your package now. Please wait in patience or check with local post offices or the carrier in the destination city.

Do I have to pay for Courier rates?

  • You may be charged duties and taxes for something you bought on Barbyhans Kiddies because:
       Duties and taxes are typically not included in the price of the item, and might not be included in the overall shipping costs you pay to us. 
    •    When shopping on Barbyhans Kiddies, we use external Courier companies that have their own. 

    The taxes may depend on where your order was sent from, the type of items you bought, their value and the weight of the package.

    Please note: Customs duties and taxes are never covered by Barbyhans Kiddies.

    To avoid any unforeseen surprises, please pay attention to the following:
    •    Ask if you need to pay any additional duties, taxes or other customs-related charges. 
    •    Contact your local post or customs office to find out more about your customs duties and taxes.

    •    We are not responsible for delays caused by the Courier companies.
    •    Additional costs or delays may occur during international trade.
    Why has the estimated delivery time changed and when will I receive the goods?

Estimated delivery time will be changed according to the actual logistics and transportation situation

When can disputes be opened?

Disputes can be opened after ETA (Estimated delivery date) time.

What should I do if the dispute processing time is too long and I don’t want to wait?

We are sorry that we are verifying the information with the logistics company, please wait for the company

Why my dispute cannot be refunded right now?

Currently the logistics is in normal transportation. If the logistics has not arrived till OTD (On-time –Delivery)

Order processing time may be delayed about 5 days Public Holidays.

Why is there no tracking information after shipment?

After we sends out the order, it usually takes 11 days at most for the tracking information to buyer

I have not received goods. What can I do?

Please Track the parcel to check the package status: - If the package is in transit with normal logistics

What should I do if I was charged VAT and other fees by the logistics provider but my order was collected of VAT?

If you have paid for order with VAT in Barbyhans Kiddies, VAT should not be charged again by logistics

I received my order after getting a refund. What can I do?

If you would like to return the fund, you are suggested to contact the us to negotiate it