Make sure that they are putting the preset in the correct folder (the .fhp file should be placed into the "presets" folder, located in your (C):/ Drive >> Feral Heart >> presets). Check to make sure that the name of the preset matches your username, capital letters written accurately. If, for instance, your preset reads ^.omeowo.^.fhp while your username has capital letters, it will not read correctly unless the .fhp is capitalized as ^.OMeowO.^ . When you log into the game, be sure that you are logging in however the preset reads and your username actually is, as well. If you end up making any changes to the preset, be sure to re-export the file and send it to them!
Having any characters besides letters and numbers can also be an issue, so this could be causing a bit of the problem, too.