DELIVERY POLICY

We aim to dispatch most orders (except international orders which require an extra 2 working days to process the order through third party couriers) the following working day, however, during busy periods please allow 2-3 working days. During major sale periods like Eid Sale, Black Friday or any New Launches, processing and dispatch maybe further delayed and we will inform you under each product listing of the expected turn around time for dispatch). 

Please note we do not dispatch over weekends and Bank Holidays. We are also closed for one week during the last week of December. During these periods, our offices will be closed and we will process any orders placed on our online store the next working day. 

Your shipping​ cost will be calculated at checkout after you input your address details. Shipping costs vary from country to country. We use DPD Local for UK orders and Parcel2Go for most International orders.

​To qualify for Free UK Shipping, your order total (after any discounts) must be £50.00 or over.

UK orders:

If delivery is unsuccessful for reasons being "no one home" or somewhat similar, DPD will delivery your package to a local pick-up store if within radius. Please note that DPD no longer attempt to try to deliver again the following day. You will receive a delivery notification or can track the package using the tracking number provided on the DPD app or on their website. If the package has been taken to your local pick up store, you will have a time period for you to collect your package within. Details of the pick up location together with their address and opening times will be available on your tracking information along with a QR code which you are required to show at the time of collecting your package. If delivery fails for whatever reason, and there is no pick-up store within radius, DPD will reconsign the package back to us. We can re-send the order 1 further time and in the case of failing to deliver again we must refund the order minus the delivery charge of £4.49. (This is including orders which have qualified for free shipping)

After you place your order with us, you will receive an automated email response that will be sent to the email address you entered when making your purchase. This automated email response will confirm that we have received your payment and that your order is being processed as this has now entered our system to be dispatched within the usual dispatch timescale. The status will remain as ‘processed’ until we dispatch your order. You will then receive a notification directly from DPD with your tracking information.

​We can be contacted on info@fwbeauty.com if you have any queries relating to your order and we will be happy to assist you. In your email, please specify your full name as it appears on your order, your order number, and the date you placed the order. This will enable us to investigate and give you a quicker response. (Responses could take between 1-2 working days and may vary during busy periods).

If you wish to change the shipping address then we strongly advise you to contact us at info@fwbeauty.com asap so we can assist you. FWBeauty will not be held responsible for packages being delivered to wrong addresses in due to input errors or failing to notify us immediately after placing the order. Our shipping labels are synced with DPD and are automated so we have a small window to make changes. If however the package has left us and is with DPD, You are able to contact DPD with the tracking information to make amendments to the delivery.

(When you have received the tracking information once your order has been dispatched, if you do not receive your goods within 3-4 working days then please email info@fwbeauty.com stating your order number and inform us to look into this for you. DPD have a strict policy for "missing" packages and must be claimed after 3 days and within 5 working days otherwise the claim(s) will be rejected)

International orders:

Dispatching international orders are processed between 1-2 working days form our end. We use a third party courier finder called Parcel2go which enables us to find the most suitable courier service for your destination. Once your order has been dispatched, you will receive tracking information which you then will be able to check on the status / location and ETA of your order.

Please note that once your parcel has entered your country’s postal system, any holds, and/or charges put on by Customs Clearance are beyond our control and we are not responsible for payment of custom charges. The responsibility lies with the customer.

FWBeauty do not accept liability for delays on orders held at customs.​

If you do not receive tracking information within 3 working days or if you have not received your order within 11 working days, please contact us so we may look into this or contact the Shipping Company directly. Although it is rare for a parcels to go ‘missing’, it can sometimes happen and we will do our best to liaise with the postal system to locate your parcel. If in the unfortunate event of a lost package, we can only claim for the package after 25 working days. This is the maximum time we are given by the courier service to deliver international packages.

For any claims for "missing item(s)" - You are required to provide a photo image of the Paper Invoice received with your package as this is most crucial for us in order to proceed with a claim. Without this, claims can be delayed or even rejected. Please be sure to take images of all Packaging that came with your order and send this to info@fwbeauty.com as soon as possible. ("missing" item(s) must be claimed no later than 5 days from you receiving your package, If this is later than the timescale mentioned, the claim will unfortunately be void so we strongly advise all customers on checking their orders soon after they have been received)