Date of Last Update: 26th August 2022
Please be sure to have read and understood the returns policy before purchasing.
We hope that you are delighted with your order, but if for some reason you are not, we have set out below a summary of your rights in the event that you wish to return a product.
If you made your purchase through one of our retail locations, such as a mall kiosk or store, then any return will need to be made in accordance with the returns/cancellation policy of the relevant retail unit and should not be returned directly to us. Please note that if you purchased your products using Klarna pay, you may return them but you will not be able to exchange them.
- Your Cancellation Rights
As you are a consumer and have made an order online you may, in accordance with the Consumer Contracts Regulations 2013, cancel your order and obtain a refund within 14 working days from delivery. If you wish to cancel your order, but your order has already been dispatched to you, then you will have to return the order back to us, unopened and still in its original seal and packaging with no damage, and we will process the refund within 14 working days.
You MUST email us on email@example.com and write "Return enquiry" in the subject line and inform us that you wish to return the goods, the reason for your return and wait for a reply from our team before you send your goods back to us. We will not be able to refund any orders, which we have not had any email communication link to. Our customer service representative will get back to you within 3 working days and advise you further and provide you with instructions. Please note that photographic evidence may be requested in some cases (e.g. damaged goods or manufacturer fault etc). Our staff will also be able to determine whether you qualify for a full refund or exchange or e-gift card based on your query. Please see below for more details regarding this.
Please note: Refunds are only provided on unopened items which still have their original seal and have not been tampered with in any way. The goods have to be in a re-sellable condition and photographic evidence may be requested by our staff before your return to prove this.
If however, you have used, opened or damaged your goods and are returning because they are not compatible. Then you have the option for an exchange or store credit by way of an e-gift card only.
Please note that you will have to bear the cost of returning the order back to us. We recommend you use a delivery service where you can track the progress of your shipment or one that provides you with a delivery record. This is to ensure your goods have safely returned back to us as we cannot accept liability for any items which are lost in the post. (It is crucial to take a picture of the postal receipt of the day you are sending the package).
When returning the goods, please send them to:
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of postage and packing we incurred for your order will be deducted from your refund.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Please enclose a note with your return which includes your name, address and order number so we can match this with our email communication with yourself.
We encourage everyone to perform a patch test on the skin for possible reactions before full use. Natural ingredients tend to be more potent than refined and synthetic ingredients. By purchasing our products you recognise and accept the fact that some natural ingredients and oils may still cause sensitivity to some individuals and that FWBEAUTY will not be held responsible for such occurrences. We also do not accept responsibility for incorrect use of information or products.
If goods are damaged, you will be required to send a photo of the damaged item(s) and the packaging including the shipping label which would be attached to the outer packaging to us at firstname.lastname@example.org with the subject line: DAMAGED, and include your order number. Multiple images are advised to keep items and packaging in separate pictures.
Damages in transit will need to be reviewed so any "damaged" claims must be made no later than 14 days of receiving your order otherwise damage claims will be void. We strongly advise checking all the products within this time. We will need to set up a claim to cover the damages and then once resolved, will be able to proceed with either a refund or exchange.
We will only process an exchange/refund if the condition that the item(s) is/are unused, unwashed and in such condition that will be re-sellable Any items returned in damaged a condition will be returned back to the customer and no exchange/refund will be authorised (Unless photo evidence of conditions before item(s) being sent back can be provided).
We reserve the right to refuse refunds if the above procedures have not been followed.
FWBeauty’s return policy if paying with Klarna
Our return policy isn't affected by customers using Klarna as their payment method.
If you've returned items from an order paid for with Klarna, please contact Klarna Customer Service. FWBEAUTY aren't able to extend your invoice or cancel it with Klarna. This will have to be taken by the customer and is the customer’s responsibility to resolve with Klarna.
You'll automatically receive a reminder from Klarna if you pass the date of payment shown on your invoice. If you've received a reminder but already returned items to us, please contact Klarna Customer Service.
Any queries regarding refund and returns will need to be taken up wigh Klarna Customer Service.
By making a purchase from www.fwbeauty.com using Klarna you accept the above terms and conditions.