Returns relating to all cosmetic products- due to hygiene reasons, no returns or refunds will be accepted.
All sales are final. With exception of damaged items, all sales are made final once goods are received. If goods are damaged, please do send a photo with the damaged good to us at firstname.lastname@example.org with the subject line: DAMAGED, and include your order number. Please note, for lashes, discrepancies may occur, so if the lashes differ from one another in regards to hair assignment, they are handmade and this does not constitute as damaged items. Damages from shipping will need to be reviewed and we cannot guarantee this will resort to replacement of product.
Returns relating to all skincare, haircare and bodycare products- due to hygiene reasons, no returns or refunds will be accepted. Please always do a patch test before first use. Patch test can be done on the crease of the elbow or a small patch on the most sensitive area of the face. Please then monitor the patch for 4 hours. If a reaction occurs then do not use and discard the contents. We cannot accept returns if it not compatible with your skin because of hygiene reasons of the bottle being opened, exposed and contents being used. Please be sure to have read and understood the returns policy before purchasing.
Please read on for further instructions on how to return or claim refund (applies to damaged/manufacturer fault.
All requests for an exchange/Refund must be made within 5 days of receiving your order, and must be returned to us within 7 days from the date the exchange/Refund has been authorised.
All requests for an exchange/Refund must be emailed to email@example.com stating the reason for the return and providing details of the item(s) you wish to return.
Once we have authorised you exchange/Refund a returns address will be provided to you in which you will have to return the item to FWBEAUTY Ltd within the time stated. If the item(s) is/ are not returned to us within the 7 days period from the date the return has been authorised, an exchange/Refund will be refused.
We will only exchange/Refund if the condition that the item(s) is/are unused, unwashed and in such condition that will be resalable. Any items returned in damaged condition caused by the customer will be returned back to customer and no exchange/Returns will be authorised.
Once your return has been received, it may take up to 5 working days for you exchange/Refund to be processed.
The item is your responsibility to return to us and we recommend returned items to be sent in a form of recorded delivery. We will not accept responsibility for items lost in transit. FWBEAUTY Ltd will not reimburse the cost of return shipping costs.
We reserve the right to refuse refunds if the above procedures have not been followed.
FREE UK SHIPPING:
PLEASE NOTE: YOUR ORDER AMOUNT (after any discounts) HAS TO TOTAL MORE THAN £75 IN ORDER TO QUALIFY FOR FREE SHIPPING
At fwbeauty.com, we want all of our customers to receive their orders as quick as possible.
We aim to post most items the following working day, however, during busy period please allow 3-4 working days for your order to be dispatched.
The postage and packing costs added to your order are as as follows:
UK - £3.99 (Royal Mail Signed for Service) Delivery time approximately 3-9 business days.
USA, CANADA, EUROPE £19.99 (Royal Mail International Signed and Tracked Service-
Delivery Time approximately 7-21 days )
REST OF THE WORLD £24.99 (Other Courier Service - Delivery Time approximately 7-14 days).
We will also endeavour to email you to confirm dispatch of your order/s. However, depending on busy periods, this may not be possible, so please assume we will post your order within 3-4 working days if you do not hear from us.
After you place your order with us, you will receive an automated email response that will be sent to the email account you entered when making your purchase (or, if applicable, to the email address you provided when you registered with us). This automated email response will confirm that we have received your payment and that your order is being ‘processed’, which means it has entered our system to be dispatched within 3-4 working days. The status will remain as ‘processed’ from then onwards, even after your order has been dispatched, unless we send you a further email informing you of dispatch.
If you have waited for 4 working days for dispatch and have not received your parcel/s within the time period stated above, please contact us to enquire on and we will be happy to assist you. In your email, please specify your full name as it appears on your account, your order transaction number, and the date you made the order. This will enable us to investigate and give you a quicker service. It takes anywhere from 1-3 working days for you to receive a reply once you email us, depending on the number of orders we are handling at the time. During particularly busy times, this may increase but rest assured we will connect with you as soon as possible.
Once items have been posted, please remember that the postal system is out of our hands and that delivery times may vary. As a guide, we have given the delivery times for each shipping method above.
For international customers, please note that once your parcel has entered your country’s postal system, any holds, and/or charges put on by Customs are beyond our control and we are not responsible for these.
We do not accept liability for delays on orders held at customs or for any customs charges.
International Customers- If you have not received your parcel within 15 working days, please contact us so we may enquire with the Shipping Company about your order. Although it is very rare for a parcel to go ‘missing’, it can sometimes happen and we will do our best to liaise with the postal system to locate your parcel. All items are insured, however, please remember that we cannot make any claims until one month following the postage of the order.