DELIVERY CHARGES
The shipping cost depends on the point value you collect with each order.
* 0-318 points – £6 delivery charge
* 319-579 points – £4 delivery charge
* 580 or more points – delivery charge is covered by FM Cosmetics UK.
There are some additional services offered by the courier company, although not available for the Republic of Ireland and also certain areas of the UK.
* delivery before 10:00 am - £16.80 extra
* delivery before 12:00 pm - £8.40 extra
* Saturday delivery - £19.20 extra
DELIVERY TIME
We aim to despatch 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.
If you want your order dispatched on the same day, you need to place your order before 2:00 pm*.
If you order after 2:00 pm*, it is not possible to have it sent out the same day.

If you order before 2:00 pm* on Friday you should have your parcel on Monday. This service is not guaranteed.

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.

Please consider the fact that unpredicted delays may occur that are beyond control of both FM
Cosmetics UK and DPD, such as atmospheric conditions. Therefore, if you do not receive your order within 5 days, contact FM Cosmetics UK Customer Service Department (tel. 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 and provide you with its consignment number which you may use to track the parcel on the courier’s company website ( www.dpd.co.uk
).
On the delivery day you will receive another text message with the update on your parcel delivery stating one hour time gap.
Important
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 4 days for the delivery).
Before you place your order, please make sure you provide us with the correct delivery address. You have 15 minutes to change it, since you have placed it, but after that we will need to charge you £6.70, as the parcel will have been booked by then and we will have been charged by DPD. Please, be careful when you place your order and make sure you choose the address where someone will be able to receive it. Please, remember that the delivery takes place between 7 am and 7 pm and we do not have influence on the delivery time.

If the courier company fails to deliver the parcel to you three times, the parcel will be returned to us and we will have to charge you £6.70 for the onward journey. Additionally, we will not be able to give you the money back for the shipping as the parcel went out for the delivery and we were charged by DPD. When you place your order you roughly know when you can expect your parcel to be delivered as you will get a text message from DPD with the estimated delivery date. Therefore, please make sure you provide us with a valid mobile phone number. If you are unsure about the delivery date you can always contact us as we can easily track your parcel at the courier's company website.
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 opening and then take a picture of the parcel contents. Then contact our Customer Service Department immediately (tel. 020 8438 1169 or customerservice@fmcosmetics.co.uk
so that we could take appropriate actions.
*Changes may apply. Please visit the NEWS section for more details.
CHANGES OF YOUR ORDER
If you place an order, make the payment for it, and you want to add any product to your existing order it is possible only within 15 minutes after you place the order (either send an email to orders@fmcosmetics.co.uk
or call 020 8451 7776 to make changes to your order). After 15 minutes we will
NOT add or change anything with the previous order.
If you want to cancel an order that was placed and paid for more than 15 minutes before and obtain a refund, then we will not be able to return the shipping cost to you, as we will have been charged for booking the parcel by then.
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.
So 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.
And if your shipping was free, then we can only send you a refund of the value of the order minus £6 – that we have been charged while booking the parcel.
SENDING PARCELS ABROAD
We would like to remind our Business Partners that FM GROUP is an international business with possibilities of international sponsoring. To see the FM GROUP branches in the world, please go to www.fmworld.com
.
With regards to countries where FM GROUP does not have branches, you can contact our office to 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 Cosmetics UK does not take the responsibility for such shipment in terms of damaged or lost parcels, and taxes, duties involved with the shipping.
The company we recommend is
RETURNS POLICY

Customer Service Department
Tel: 020 8438 1169 customerservice@fmcosmetics.co.uk
Mon-Fri: 8:00 am – 5:00 pm
1. FM COSMETICS UK offers a 30 day return policy on sealed FM Products from the date of purchase (date on the invoice). You can also exchange sealed FM Products up to maximum of 30 days from the date of purchase, except for those which are not refundable for example, products of offer, on sale or some of the
MAKE UP products. It means that if you buy for example a Classic Collection bottle of perfume FM18 on the first day of the month and it is still sealed, you can exchange that bottle into a different classic collection fragrance within 30 days from 1 st
day of the month (up to 30 th
). You will need to cover the shipping cost of such return or exchange.
2. When you place your order over the phone we always repeat it to you. When you receive an item you say you did not want to order, we are not responsible for the mistake, as we repeated the order to you and you had a chance to correct the mistake then. We can always exchange such unopened items (within 30 days of purchase), but you have to send them back to us and then we will send the replacement to you. You will need to cover the shipping costs.
3. 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 packed into the box, therefore we will always check such photograph before we contact you with the solution. Please note that if you receive an incorrect item, we may ask you to send it back to us before we will be able to exchange it into the correct product.
4. When you receive a faulty product, please contact our Customer Service Department within 24 hours from receiving the product. 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 the cost of postage to you.
5. If you believe that a fragrance you received smells differently to the perfume sample, please note that the scent of a perfume or EDP will depend on the pH of the skin. However, if you are sure that the scent is completely different, please send it to us by post along with the sample – and we will investigate it. If the investigation proves that the smell is different, we will then send you a replacement bottle and refund you the shipping charge you covered when sending the bottle to us. If however, the investigation shows that the scent is the same, we will not be able to reimburse the postage cost and we will send this bottle back to you with your next order.
6. When you receive items which are damaged, smashed or which have leaked out, please take a picture of them and email it to customerservice@fmcosmetics.co.uk
within 24 hours from receiving the product. Do not forget to add your full name, ID number and a short explanation of what happened to the product, together with the invoice number on which the product has been ordered. In some cases we might ask you to send this product back to us by post. Please note that we will not accept any complaints for the damaged, smashed or leaking items without the picture.
7. If for any reason you need to send some products to us by post, remember to inform us about that first – contact our Customer Service Department. If we ask you to send a product back to us, please keep the receipt and proof of posting, such as tracking number. We cannot take responsibility for any loss or damage made by the Royal Mail. If your package is lost and does not reach us you will need to claim it with the post office. We will not be able to send you a refund or exchange items until we receive the products from you.
8. FM COSMETICS UK sells make up products only via catalogues, 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.

9. When you return unwanted products for a refund, you need to cover the shipping cost of sending the product to us. When we receive the items, we cancel the invoice that was prepared originally and create a new one – without the returned products. This means that the points for the returned items are deleted.
We then check the number of points gathered on the new invoice and then check what would be the shipping cost as if that was the original order. We then need to charge you the difference of the shipping cost prices if there is any.
EXAMPLE 1:
You placed an order for 580 points and had free delivery, but sent back for a refund 1 classic collection bottle (29 points). On the corrected invoice there are 551 points. This means that we cannot refund you
£8.20, but £4.20, as we need to charge you for the shipping cost of £4 (as the order with 551 points would normally have £4 shipping cost added).
EXAMPLE 2:
You placed an order for 319 points and paid £4 for the shipping, but sent back for a refund 1 classic collection bottle (29 points). On the corrected invoice there are 290 points. This means that we cannot refund you £8.20, but £6.20, as we need to charge you for the shipping cost of £2 (difference between £6 and £4 shipping).
EXAMPLE 3:
You placed an order for 379 points and paid £4 for the shipping, but sent back for a refund 1 classic collection bottle (29 points). On the corrected invoice there are 350 points. This means that we can refund you £8.20, as the shipping cost for orders with 350 points is still £4 that you have paid already.
10. Here are some tips on how to send perfumes by post.
Perfumes and after shaves including eau de parfum, eau de toilette and alcohol-free perfumes, but excluding non-flammable perfumed creams, gels, oils or lotions can be sent by Royal Mail provided that volume per item must not exceed 150ml. No more than four perfumes or after shaves can be sent in any one package. The perfume or after shave must be within its original retail packaging and then placed in strong outer packaging. The inner packagings must be packed, secured or cushioned to prevent breakage or leakage of their contents into the outer packaging. An
ID8000 label must be applied. The sender’s name and return address must be clearly visible on the outer packaging.

11. In order to send products for a refund or exchange, or faulty Products to FM Cosmetics UK, Business
Partners are required not only to familiarise themselves with the Return Policy, but also fill in the Return
Form giving the option of clearly describing the reason for sending the products back. Please remember that before the products are sent 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, the refund or exchange will not be issued.
12. We will not accept returns of opened products.
Some of the FM Products like: Spa Senses Shower Gels, CC Creams, Silicone Base, Foot Antiperspirant Spray, hair fragrances, Skin Lab Mattifying Face Cream, Shaving Foam, liquid soaps, Furniture Cleaner, Leather Wax
Conditioner, Anti-Mist Foam, Ironing Spray, Cockpit Cleaner, Drain Cleaner, WC cleaning gel, Home
Perfumes, Pet Care products, and then certain FM Make Up Products, such as loose eyeshadows, foundations, lip glosses, mascaras, nail polishes, all eye and lip pencils, tattoo tints, shimmery puff, powder pearls, make up bases, powders, blushes and all other products where usage is not possible to recognise, are not exchangeable and not refundable because of the hygienic reasons.