We aim to dispatch most orders the following working day, however, during busy periods please allow 2-3 working days.
Please note we do not dispatch over weekends and Bank Holidays.
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 Royal Mail for most International orders.
To qualify for Free UK Shipping, your order total (after any discounts) must be £50.00 or over.
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. DPD may attempt to try again the following day before forwarding to the local pick-up store. If the 2nd time delivery fails and there is no pick-up store within radius, DPD will reconsign the package back to us. We can re-send the order 1 other 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 email@example.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 firstname.lastname@example.org asap so we can assist you. FW Beauty will not be held responsible for packages being delivered to wrong addresses in due to input errors. Our shipping labels are synced with DPD and are automated so we would 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 amends for 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 email@example.com stating to look into this providing your order number. 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)
Dispatching international orders are completed between 1-2 working days form our end. Due to the current matter with UK airports with the shortage of staff and flight cancellations on a daily basis, we are told by the Royal Mail International Services that packages from the UK to other countries can take up to 25 working days. (This is usually not the case and is delivered between 3-11 working days) but we have to advise that it can take longer due to the delays. 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.
FW Beauty 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 needed to give the courier service to delivery 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 firstname.lastname@example.org 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)