Our company


Orders and Returns

Orders and Returns

1. ORDERING PROCESS


ORDER FOR COLLECTION IN PERSON

Distributor Centre:
490-492 Neasden Lane North, NW10 0DG London
tel: 020 8450 4008
collection@fmcosmetics.co.uk

Mon: 12:00 pm - 6:00 pm
Tue: 9:00 am - 6:00 pm
Wed: 12:00 pm - 8:30 pm
Thu: 10:00 am - 6:00 pm
Fri: 9:00 am - 6:00 pm
Sat: 10:00 am - 1:00 pm


You can arrange a collection in person by visiting our Distributor Centre (Shop). If you wish, you can place your order before the collection takes place. Please call us on 020 8450 4008 or write an email to collection@fmcosmetics.co.uk so that the invoice could be prepared and the payment made before collection takes place.

If you are sending someone else to collect your order for you, please give the person your full name and ID number.

Please check the order you are collecting. We will not accept any complaints about missing products after you have left the Distributor Centre. We do not take responsibility for any damage of products after you have left the Distributor Centre.


ORDER FOR DELIVERY

There are 3 ways you can order products from us and arrange your delivery:

  1. Online: by visiting our online shop at https://shop-uk.fmworld.com
  2. Over the phone: our order lines 020 8451 7776 are open between 8am to 5pm, Monday- Friday. Please, make sure to have on hand your FM ID number and product code for each item that you wish to order. After you place your order, our Call Centre Agent will always read it back for you and ask you to confirm whether everything is correct. Once you make a payment your order will be forwarded to the warehouse. There, it will be packed and sent to you with DPD Courier Company.

  3. Via E-mail (orders to be sent abroad only) : e-mail your order to orders@fmcosmetics.co.uk In the e-mail please remember to provide your FM ID number, full name, delivery address, recipient's name, mobile number, e-mail address, product code and the quantity. The order form will be issued within 24 hours and sent to you for confirmation if every item on the form is correct. Once you make a payment your order will be forwarded to the warehouse. There, it will be packed and sent to you with DPD Courier Company.

 (Please note that we aim to dispatch all orders within 1 working day (Monday-Friday) if your order is received, paid for and confirmed by 2:00 pm, however we reserve the right to process your order for up to 3 working days.)


PAYMENT TYPES AND TERMS

  1. Credit / Debit Cards: VISA, Visa Electron, Master Card, Maestro, American Express (only over the phone)

  2. Please note that the order needs to be paid by the account holder only and the billing address has to match the address on the FM account. In a case the billing address on your debit/credit card you pay with is different from the one registered on your FM account, you will be asked to answer additional security questions, before payment will be taken.

  3. If the billing address that you provide us does not match the card number, the transaction will be voided (we will not accept the payment even though the money may have left your account; it will return within a few hours or up to 10 working days). Please note that this is a security measure issued by the banking system to avoid fraudulent. In such case, you need to contact your bank to check the correct billing address.

  4. Please be informed that we charge our Customers in Pounds Sterling so if you are calling from Ireland or other country we are unable to tell you the price in Euro or other currencies, this may depend on the exchange rate set up by your bank on the day that you are placing your order.`

  5. PayPal: If you have a PayPal account we can send you money request by e-mail. (Fees apply when currency conversion is involved). Once we receive the confirmation of your payment from PayPal, we will then process your order. If you don't have a PayPal account please visit www.paypal.com/signup/account - it is easy and free to open.
  • Bank Transfer: You can pay for your order by bank transfer. As a reference, please remember to provide your FM ID number and full name. Your order will be processed as soon as we receive your payment.

Our bank details are as follow:
FM Cosmetics UK Ltd
Sort code: 20-37-21
Account Number: 70116718
________________________
For international transfers:
Barclays Bank 355 Station Road
HA1 1AW Harrow Middlesex
FM Cosmetics UK Ltd
IBAN: GB85 BARC 2037 2170 1167 18
SWIFT-BIC: BARCGB22

DELIVERY CHARGES

The cost of delivery depends on the points value you collect on each order.

  1. 0-318 points – £6 delivery charge
  2. 319-579 points – £4 delivery charge
  3. 580 or more points – £0 (delivery charge is covered by FM Cosmetics UK)

Shipping to Republic Of Ireland (effective from 1st May 2017)

  1. 0-600 points – £18 delivery charge
  2. 601-1200 points – £9 delivery charge
  3. 1201 points – £0 - free delivery (delivery charge is covered by FM Cosmetics UK)

Below are some additional services offered by the DPD Courier Company. Although, this is not available for the Republic of Ireland:

  1. delivery before 10:30am - £19.80
  2. delivery before 12:00pm - £10.00
  3. Saturday delivery - £22.60

DELIVERY TIME

We aim to dispatch all orders within 1 working day (Monday-Friday) if your order is received, paid for and confirmed by 2:00 pm, however we reserve the right to process your order up to 3 working days.

  1. If you order before 2:00 pm* on Friday you should have your parcel on Monday. (This service is not guaranteed)
  2. If you order after 2:00 pm* on Friday, on Saturday, on Sunday and on Monday before 2:00 pm* you should have your order on Tuesday. (This service is not guaranteed)
  3. Please consider the fact that unpredicted delays may occur that are beyond control of both FM Cosmetics UK and DPD. Therefore, if you do not receive your order within 5 days, contact our Customer Service Department on 020 8438 1169 or customerservice@fmcosmetics.co.uk), to resolve the situation.

DPD Courier Company will send you an automatic text message with information about your parcel being booked. They will also provide you with its consignment number which you may use to track the parcel on the courier’s company website www.dpd.co.uk or by downloading the DPD App on www.dpd.co.uk/lp/yourdpd

On the delivery day you will receive a text message (once the parcel has been scanned and loaded on the delivery van) with the update on your parcel status stating one hour delivery slot.

SENDING PARCELS ABROAD

We would like to remind our Business Partners that FM WORLD is an international business with possibilities of international sponsoring. To see the FM WORLD branches in the world, please go to www.fmworld.com. With regards to countries where FM WORLD does not have branches, you can contact our Customer Service Team at customerservice@fmcosmetics.co.ukto find out whether we would be sending parcels to that country.

If we do not have an option of sending parcels to a chosen country, Business Partners are being asked to arrange the shipping by themselves. FM WORLD UK does not take the responsibility for such shipment in terms of damaged or lost parcels, and taxes, duties involved with the shipping.

The shipping company we recommend is Savannah Freight Services.

Please contact Mr Godfrey Mushandu.

6 Skelmersdale Walk, Crawley, RH11 6EP Mobile: +447812559731 Land Line:+442070960264 Fax:no t+4402079001697

*Changes may apply. Please visit the NEWS section for more details.

  1. All orders sent to the Republic of Ireland and also certain areas of the UK (postcodes such as: BT, IV, IM, JE, AB30-AB38, AB44-AB56, FK17-FK99, HS1, KW1-KW17, KW27-KW28, PA20-PA49, PA60-PA78, PH18-PH26, PH30-PH44, PH49-PH50, ZE1-ZE3), should be delivered within 2 working days (again, the 2-day service is not guaranteed, please allow 5 days for the delivery).

  2. Before you place your order, please make sure you provide us with the correct delivery address. You have 15 minutes to change it, if the order has already been placed (if you have placed your order online out of office opening hours contact our call centre the next day till 8:15 am) because once your order is booked for delivery, £6.70 address change applies.

  3. We allow delivery to business addresses and places of work. If you do specify a business address for delivery, please ensure that there will be someone who can sign for delivery on your behalf as the delivery takes place between 7 am and 7 pm and we do not have influence on the delivery time.

  4. The courier drivers do their best to get your attention when you're at home, you could however still miss the delivery. The driver won't be able to make it back to you the same day, the first possible attempt will be possible the next working day. You could also change the delivery date or if you know you will not be at home on the delivery day, we may arrange to leave your parcel somewhere safe at the delivery address, deliver it to your neighbour, drop it off at your local shop, or come to the depot to pick it up.

  5. In case you have not received your parcel and DPD states that the parcel has been delivered correctly please contact our Customer Service Department so we can open an investigation with the courier company. Please note that such investigation may take from 5 up to 10 working days and we reserve the right not to proceed any further till we receive a final results of the investigation from DPD.

  6. If your parcel left our warehouse but there is no further scan in DPD system indicating actual location of your parcel or estimated delivery date please, contact our Customer Service Department in order to open a "parcel search" with the courier company. In such situation allow 48 hours for the Courier Company and FM World UK to complete the necessary checks. If results comes back negative we would then be happy to send you a replacement parcel on our cost.

  7. If for any reason the parcel is returned to us (e.g. courier fails to deliver the parcel to you two or maximum three times, incorrect address specified, item not called for) you will be given a choice whether you wish us to redespatch the item or to cancel the order. Please note that for items that were undelivered through fault of the consumer and a refund is requested, FM World UK reserve the right to deduct the shipping fees from the refund total (original shipping charge plus £6.70 for the onward journey).

  8. If DPD delivers your order to you and you can see that the parcel is damaged, please accept the parcel, take the picture of the damaged box before you open it and also take a picture of the damaged content. Then, please contact our Customer Service Department within 24 hours (tel. 020 8438 1169 or send us an e-mail tocustomerservice@fmcosmetics.co.uk so that we could take appropriate actions. In some cases we may ask you to send the damaged items back to us before dispatching the replacement.

  9. Please note that if the delivery address you provided us with is not listed in DPD system, we may not be able to dispatch your parcel unless you take a full responsibility for such shipment. In case the courier is not be able to locate the address and the parcel isredirected to our warehouse we regretthat we cannot be held responsible for the onward journey charges.
     

COLLECTION FROM DPD PICK-UP SHOP

If you made a request with DPD for your parcel to be delivered to one of the local pick-up shops (on the same day when the parcel is going out for delivery), your parcel will then be delivered on the following day to the requested pick-up shop. Please consider the fact that unpredicted delays may occur and your parcel may be delivered to the requested pick-up shop the next working day. To retrieve your parcel you'll need to be bring 2 pieces of ID, photo ID and ID with your address on it, such as a utility bill.

Requested pick-up shop will hold the parcel for 7 days. If the order is not collected, it will be automatically returned to our warehouse and you will be charged £6.70 for the onward journey. Please note that once you have made a request for collection from the pick-up shop, we are not able to make any changes, such as forwarding the parcel back for delivery.

If you are not sure about any of the delivery options, before making any changes please, contact our Customer Service Department at the following e-mail address: customerservice@fmcosmetics.co.uk or on 020 8438 1169 so we could advise the best delivery option for you.

CHANGES OF YOUR ORDERS

If you wish to add any products to your order, it is possible only within 15 minutes from making the payment (either send an email to orders@fmcosmetics.co.uk or call 020 8451 7776 to make any changes). After 15 minutes we will NOT be able to add or change anything in your order.

If you wish to cancel your order and obtain a refund for the order that was placed and paid for more than 15 minutes before, we will not be able to refund delivery charge.

Please note that regardless of the value of your order we are always charged by DPD the full price for the shipping. Any discount of the shipping is a free gift that we offer for certain number of points on your order, but we always pay the full price to DPD.

Therefore:
- if your shipping cost was reduced from £6 to £4, then after you cancel your order that was already booked, we will send you a refund of the value of the order minus £2 difference.
- if your shipping was free of charge, then we can only send you a refund of the value of the order minus £6 – that we have been charged for booking the parcel for delivery.

HELD AND COMBINED ORDERS

If a Business Partner places an order and says payment is to follow, the points are placed on the tree straight away. The order itself will not be released until the full payment is received. The payment needs to reach us by the end of the working day at 5:00 pm. After this time unpaid invoices will be cancelled without any notice. 

Combined orders can only be placed online if the order reaches at least 580 points (or 1201 in case of Republic of Ireland). Otherwise, they need to be placed over the phone as the online system will automatically add the delivery charge.

2. RETURNS/CLAIMS/EXCHANGES

 

  1. We are happy to offer you a refund or an exchange if the product you are returning is in a fully resalable condition i.e. unopened and unused, and the return is madewithin up to 30 days from the date of purchase (date on the invoice). If the product is returned in a condition which is not fully resalable or the packaging is damaged, we reserve the right to refuse a refund or exchange on the item. There are no returns of any discontinued or promotional items (if the terms of conditions of the promotion state the items are non-refundable or non-exchangeable).

  2. We cannot accept returned products 30 days after you have placed your order.

  3. All exchanged items will be charged a re-shipping fee unless they were faulty or shipped incorrectly by FM World UK. Alternatively, exchanged products can be added to your next order which have to be placed within 30 days from the date when the items were returned back to us.

  4. If unwanted products are returned for arefund, you need to cover the shipping cost of sending the product back to us. Once we receive the items, we will cancel the original invoice and create a new one – without the returned products. This means that the points for the returned items are taken off your FM account. Based on number of points gathered on the new invoice we will add adequate shipping fee as if that was the original order and we will charge you the difference of the shipping cost if there is any. (See examples below)

    a) You placed an order for 580 points and had free delivery, but sent back for a refund 1 Pure collection bottle (34 points). On the corrected invoice there are 546 points. This means that we cannot refund £9.50, but £5.50, as we need to charge you for the shipping cost of £4 (as the order with 546 points would normally have £4 shipping cost added.

    b) You placed an order for 319 points and paid £4 for the shipping, but sent back for a refund 1 Pure collection bottle (34 points). On the corrected invoice there are 285 points. This means that we cannot refund you £9.50, but £7.50, as we need to charge you for the shipping cost of £2 (difference between £6 and £4 shipping).

    c) You placed an order for 380 points and paid £4 for the shipping, but sent back for a refund 1 Pure collection bottle (34 points). On the corrected invoice there are 346 points. This means that we can refund you full price of the returned product (£9.50), as the shipping cost for orders with 346 points is still £4 which you have paid already.


Please note that some of the products which usage is not possible to recognise, are non-refundable or non-exchangeable for the hygienic reasons. They have been listed on the current RETURN FORM

If you are not sure if the item you would like to return is returnable please contact our Customer Service Department at customerservice@fmcosmetics.co.uk or on 020 8438 1169 before you send the product back to us. 

 

                             

   

               

  If you are returning items such as perfumes, shower gels, or any other liquids through Post Office please follow the procedure established by Royal Mail:

Volume per item must not exceed 150ml. No more than four perfumes or aftershaves can be sent in any one package. The perfume or aftershave must be within its original retail packaging and then placed in strong outer packaging. The inner packaging must be packed, secured or cushioned to prevent breakage or leakage of their contents into the outer packaging.

An ID8000 label (see picture below) must be applied (ask at the post office). The sender’s name and return address must be clearly visible on the outer packaging.   



We recommend that you request proof of purchase to guarantee that we receive your parcel. We regret that we cannot be held responsible for anything lost or damaged in transit.

  1. If on your invoice there is an item that you wanted, but you received something else instead, please contact our Customer Service Department within 24 hours from receiving your order to report that, and it will be dealt with within another 24h. The content of each parcel is photographed before being packed into the box, therefore we will always check such photograph before we contact you with the solution. Please note that if you received an incorrect item, we may ask you to send it back to us before we would be able to exchange it into the correct product.

  2. When placing the order over the phone the Agent would always read it back to you in order to get your confirmation that the items you wanted to order are correct. It is also an additional chance for you to double check if we got your order right and if necessary apply changes to your order. If after you order is delivered you noticed that the items are not correct, you would be able to send them back for an exchange or refund but we would not be able to accept such return on our expenses. You will be responsible to cover the costs of sending unwanted items back to us.

  3. When you receive items which are damaged, smashed or have leaked out, please contact our Customer Service Department within 24 hours from receiving the product.
    You can either send an e-mail to customerservice@fmcosmetics.co.uk with your full name, ID number, pictures of the damaged contents and a short explanation of what happened or contact us on 020 8438 7769. Depending on the product and its fault we might ask you to send this product back to us by post. As soon as we receive the item we will contact you to issue a refund or replacement, and of course in such case we will refund you the cost of postage too.

  4. If you believe that a fragrance you received smells completely different to the perfume sample, you can return the perfume to us along with the sample or bottle of perfume that you compared the fragrance to. We will raise an investigation that may take up to 10 working days). Please note that the strength of the perfume depends on the pH of the skin and external factors (e.g. weather, diet, medicines, level of stress). We can only investigate if the perfume smells the same as the sample. If there is a fault we will offer you a replacement or refund. Please be advised that if it was not a manufacturer's fault we would not be able to reimburse the cost of post and packaging to you and the product will be returned to you with your next order.

  5. If for any reason you need to send some products back to us by post, remember to inform us about that first – contact our Customer Service Department.

  6. FM World UK sells make up products via catalogues only, there are no product samples (except for foundations, CC Creams or lipsticks). Please remember that the colours may be slightly different than in the catalogue. We encourage you to buy the whole range of our Make Up products and use them as your samples when selling directly to your customers.

In order to send us back any product – whether for a refund or exchange our Business Partners are required not only to familiarise themselves with the Return Policy, but also fill in the RETURN FORM which is giving the option of clearly describing the reason for sending the products back. Please remember that before the products are sent back to us along with the Return Form, Business Partners need to contact our Customer Service Department (tel. 020 8438 1169 or customerservice@fmcosmetics.co.uk) in order to inform us of the intention of sending the products. If the products are sent without prior contact, without familiarising with the Return Policy, or without the Return Form, it may significantly delay processing your claim and the FM World UK reserve the right to refuse such claim and not to proceed any further.

14 YEARS OF EXPERIENCE


14 YEARS OF EXPERIENCE

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