At FWBeauty, we want all of our customers to receive their orders as quick as possible.
We aim to post most orders the following working day, however, during busy period please allow 3-4 working days for your order to be dispatched. 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 and we use DPD AIR CLASSIC / EXPRESS pricing guide to calculate the total shipping charge.
To qualify for Free UK Shipping: Your order total (after any discounts) must be £75.00 or over.
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 (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 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.
Please contact us on if you have any queries relating to your order or dispatch 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. Please allow 1-2 working day for us to respond to your query. This may vary during busy periods.
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 Clearance are beyond our control and we are not responsible for payment of custom charges. The responsibility lies with the customer.
We also do not accept liability for delays on orders held at customs.
If you have not received your order within 10 working days, please contact us so we may contact the Shipping Company directly. Although it is very 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 after 10 working days but within 1 month of dispatch.
For any claims for "missing item(s)" - This will be similar to the returns policy terms & conditions regarding dates the claim will need to be made by. You are also required to provide a photo image of the Paper Invoice you would have received with your package as this is most crucial for us to proceed with the claim. Without this, claims can be delayed or even rejected. Please be sure to also take images of all packaging that came with your order and send this to firstname.lastname@example.org as soon as possible.