Delivery and Returns
Which countries do you ship to?
We ship to most countries worldwide and are always adding to the list of destinations. Unfortunately we don’t currently ship to: United Arab Emirates, Thailand, China, Japan, Hong Kong Bolivia, Ecuador, Albania, Columbia and Costa Rica.
How long does shipping take?
We offer a standard or an express delivery option to most destinations. Unfortunately we do not offer express shipping to Canada
Standard delivery times are:
- UK: 2-3 working days
- Ireland: 3-7 working days
- Europe: 5-10 working days
- USA and Canada: 10-12 working days
- Australia: 10-12 working days
- Rest of the world: 10-14 working days
Express delivery times are:
- UK: next working day
- Ireland - 2-5 working days
- Europe: 2-5 working days
- USA: 3-5 working days
- Australia: 5-7 working days
- Rest of the world: 5-7 working days
Unfortunately we cannot guarantee delivery on a bank holiday, so please expect your delivery on the next working day. Delivery times may take slightly longer during the Christmas period.
Where do you ship from?
We ship all our orders with love from our UK warehouse. All our parcels are sent in lovely branded packaging so please keep this in mind if ordering a gift.
How much does shipping cost?
Our shipping costs are weight based and vary depending on the total weight of your parcel. The final shipping costs will be shown at the checkout.
We offer free standard shipping on orders over a certain amount:
- UK and Ireland FREE standard shipping on orders over £60
- European FREE standard shipping on orders over £100
- USA and Canada FREE standard shipping on orders over £100
Standard delivery costs:
- UK: £3.99
- Ireland: £5.99
- Europe: from £4.99 to £14.99
- USA and Canada: from £4.99 to £14.99
- Australia: from £6.49 to £14.99
- Rest of the world: from £12.99 to £14.99
Express delivery costs:
- UK: £5.99
- Europe: £12.99 to £14.99
- USA: £14.99
- Australia: £14.99
- Rest of the world: £14.99 to £19.99
Which shipping companies do you use?
For all UK standard deliveries we use Royal Mail.
For all UK express delivered we use DHL.
All international standard delivery orders are shipped with a TrakPak service.
This is a fully tracked postal solution.
You will receive a confirmation email when the package lands in the destination country with a link
to track your TrakPak package on its journey to your door.
All international express delivery orders are shipped with DHL.
This is a fully tracked service.
You will need to copy and paste your tracking number into the DHL link to track your package on its journey to your door.
Can I amend my shipping address?
We’re super quick at processing orders to make sure that you receive it as soon as possible. Once an order has been placed, we might be unable to amend your shipping address. However, please contact us immediately at email@example.com with your address request and order number.
How can I track my order? (shipping will update every other day)
As soon as your order has left our warehouse you will receive a new shipping confirmation email that will contain a link to track your parcel.
My tracking hasn't updated?
Once your parcel has been collected and scanned by the delivery company your tracking should begin to work. Your tracking will update at each scan point so please keep in mind it may not update every day once the parcel is in transit.
What if I miss my delivery?
Not all our parcels require a signature on delivery.
If you’re not in at the time of the delivery your parcel may be left in a safe place or a missed delivery card will be left with details of your local sorting office where your parcel will be held for collection.
Please ensure you collect the parcel as soon as you can to avoid the parcel being returned to our warehouse.
My tracking says delivered but I don’t have my parcel
Your parcel may have been left in a safe place at the delivery address or with a neighbour. Please be sure to check in all possible areas of the address including any outside spaces or storage locations.
If you’re still unable to locate your parcel please contact our customer care team on firstname.lastname@example.org and we will be happy to help.
My order hasn’t arrived on time
Although we do hope your order will reach you in the advertised delivery times unfortunately on occasion it may arrive a little later than expected often due to circumstances out of our control and particularly during the festive period.
If you do experience any long delays in your delivery please contact our customer care team on email@example.com and we will be happy to help.
Will I be charged customs?
Customs & import duty charges do not apply to customers in the UK or EU.
In most cases, any customs or import duties are charged once the parcel reaches its destination country.
You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel.
Unfortunately we have no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.
It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
Can I ship to a APO or FPO address?
We can only ship items to an APO or FPO address with the standard TrakPak shipping option. Please note this can take up to 30 days for delivery and the parcels will not be trackable during the final stages of the delivery.
How can I return my order?
Though we hope you will be very happy with your order, we do accept returns of unwanted and unused items within 14 days of receipt.
Please send all returns to our warehouse:
- Spectrum Collections
- C/O Cloud Fulfilment
- Unit 8A Festival Way
- Festival Leisure Park
- SS14 3WB
Simply return your products within 14 days of receipt of the products, unused and in their original packaging. Please return items using a recorded mail service as it is out of our control if the products don't make it back to us safely.
Please email firstname.lastname@example.org with 'Returns' and your order number in the subject line, and your reason for return in the email body. We will respond with further information on the returns process.
How long will it take for my refund?
Please allow up to 7 working days for us to process your refund though we do process refunds as quickly as possible. The refund will be processed onto your original payment method and may take between 3 - 5 working days for any refunds to appear back in your account.
If you paid via PayPal credit please be sure to check your PayPal balance as the funds will be returned to your balance.
Will my return postage be refunded?
Unfortunately your return postage will not be refunded though we will refund your original postage cost
Can I exchange an item?
We do accept exchanged of unwanted and unused items within 14 days of receipt.
Please email our customer care team on email@example.com with details of your order and the items you wish to exchange. We may need to issue you an invoice for any additional costs, or process a refund for any costs owed to you if the value of the exchange is less that your original order.
I have a faulty brush
Though we hope your brushes will all arrive in perfect condition, sometimes they may have a rough ride in delivery.
If you do have any damaged brushes please email us a picture firstname.lastname@example.org along with your original order number and we will be happy to replace these for you.
I’ve received the wrong product
Our mistake - we’re so sorry.
Please send us an email email@example.com along with your original order number and the items you received. We will get the correct items out for you right away.