Please be sure to have read and understood the returns policy before purchasing. 

If the product is not compatible with your skin, no returns or refunds will be accepted because of hygiene reasons of the product being opened, exposed and contents being used. By purchasing our products you accept responsibility to check with a professional before using any products that may interfere with medication or medical conditions.

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 you purchased a FWBEAUTY product from an authorised stockist, please contact the retailer directly. 

 

CAN I GET A REFUND?
 
A refund will only be issued to goods which are damaged due to manufacturer fault.
 
HOW DO I GET A REFUND/EXCHANGE?
All requests for an "Exchange/Refund" must be made within 14 days of receiving your order. Any requests after this time frame will be processed. Please contact info@fwbeauty.com stating the reason for the return and providing details of the item(s) you wish to return.
 
If goods are damaged, you will be required to send a photo of the damaged item(s) and the packaging to us at info@fwbeauty.com 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 within 7 days of receiving your order. We strongly advise checking all the products ordered 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. 
 
Once we have authorised your refund claim, a returns address will be provided to you in which you will have to return the item to FWBEAUTY within 14 days from this being authorised. Once we have received your returned item(s) we will do the necessary checks and then process the refund/exchange. If the item(s) is/are not returned to us within the 14 days period, the exchange/refund can or will be refused and will not be able to claim for again. (It is crucial to take a picture of the postal receipt of the day you are sending the package)
Depending on the type of exchange, we can set up what is called a "switch delivery" where the courier service will deliver your item(s) and at the same time collect the item(s) you wish to return. (This will be confirmed beforehand but please be sure to read our "switch" policy)
 
In the circumstance where a customer changes their mind about a product, 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 resalable. Any items returned in damaged condition caused by the customer will be returned back to the customer and no exchange/refund will be authorised. (If the item(s) are in in these conditions while in a "switch" process, then FWBEAUTY will send you an invoice to pay within 14 days and also the items will be sent back to the customer)
Once your return has been received, it may take up to 5 working days for your exchange/refund to be processed.
 
PLEASE NOTE: 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 and FWBEAUTY will not reimburse the cost of return shipping costs.
For any claims for "missing item(s)" - You are also required to provide a photo image of the Paper Invoice 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 info@fwbeauty.com as soon as possible. ("missing" item(s) must be claimed no later than 3 working 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)
We reserve the right to refuse refunds if the above procedures have not been followed.

 

FWCOSMETICS RETURNS 

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 admin@fwbeauty.com 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.

All requests for an exchange/Refund must be made within 14 days of receiving your order, and must be returned to us within 14 days from the date the exchange/Refund has been authorised.

All requests for an exchange/Refund must be emailed to admin@fwbeauty.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 FWCOSMETICS 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. FWCOSMETICS Ltd will not reimburse the cost of return shipping costs.

Due to the nature of our products and for hygiene reasons we do not offer refunds/exchange on items simply unwanted / change of mind. If you received an item damaged or faulty we will of course exchange them for you. 

Please note:- our lashes are handmade, therefore each can be slightly different; this would only be a minor amount. Please note this is not a fault but part of the unique lash assignment of individual hair by our manufacturer.

We reserve the right to refuse refunds if the above procedures have not been followed.