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No Unicorns were harmed of in the making of our products | Vegan Registered and Cruelty Free

FAQ

ORDERS

What payment methods do you accept?

We accept all major credit cards (Visa, Visa Debit, MasterCard and American express), as well as PayPal. Cards issued outside of Europe and the US may be restricted so please contact Customer Care if you experience any issues. Unfortunately we don’t currently accept pre-paid Visa Cards or Paypal credit transfers.

Where is my order?

Orders are typically packed and dispatched the next working day. You will receive a shipping email once your order has been dispatched which will contain a link to track the parcel.

Can I amend or cancel my order?

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 cancel it. However, please contact us immediately at customerservice@spectrumcollections.com with your request and order number.

SHIPPING

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
  • Res of the World FREE standard shipping on orders over £150

Standard delivery costs:

  • UK: £3.99
  • Ireland: £4.99
  • 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 customerservice@spectrumcollections.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 customerservice@spectrumcollections.com 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 customerservice@spectrumcollections.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.

RETURNS

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
  • Basildon
  • 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 customerservice@spectrumcollections.com 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 customerservice@spectrumcollections.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 tocustomerservice@spectrumcollections.com 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 oncustomerservice@spectrumcollections.com along with your original order number and the items you received. We will get the correct items out for you right away.

PRODUCT CARE

How should I clean my brushes?

We recommend you show your brushes some love with our brush cleaning bundle that can be found here

Wet the brush bristles in a lukewarm water and run over the surface of the soap to create a lather. Rinse the bristles, careful not to wet the metal ferrule as this can loosen the glue and gently squeeze out any excess water. Repeat as necessary and leave brushes to dry flat.

Avoid drying your brushes on a radiator as the heat can also damage the glue.

How often should I clean my brushes?

So the recommendation we like to give for cleaning your most used face brushes would ideally be once a week, make it part of your Sunday routine so you don't forget, otherwise you'll have a build up of grease, oils and bacterias on your brushes, and these transfer onto your face....nasty!

The time frame for cleaning eye brushes is really dependent on how often you use them, for your most loved ones, perhaps 2 weeks, or if you're swapping colours a lot adjust this accordingly.

How should I clean my sponges?

We recommend using our vegan brush soap to clean your sponges too.

Simply dampen the sponge and rub into the surface of the soap. Squeeze the sponge to lather the soap, rinse and repeat until it’s as good as new.

GENERAL

I want a product but it’s sold out

Our products do sell out quickly so if you’re debating over it, buy it quick!

We typically restock sold out products within 30 days.

Sign up to our re-stock alerts by clicking on the sold out product and entering your email address for a notification when it’s back in stock.

We also post re-stock alerts on all our social media so be sure to follow us on Instagram , Facebook and Twitter

Do you have any stores or stockists

We don’t currently have any stores or retail stockists.

We do exhibit at certain UK Beauty Shows, for any more details please email us oncontact@spectrumcollections.com

How do I know if my products are authentic

We only sell our products on our own website and a select few online retailers.

If you have any concerns about counterfeit products please drop us an email on contact@spectrumcollections.com and we will be happy to help.

How can I work with Spectrum as a Blogger

We always love to hear from Blogger Baes but unfortunately we’re unable to work with everyone.

We look for great styling, photography, personality and post interaction, this isn’t always dictated by how many followers you have.

To be considered please drop us an email with links to your blog and social media on pr@spectrumcollections.com

Unfortunately any applications without direct links won’t be considered.

Can I pre order

We don’t currently offer pre orders on any of our products.

Please sign up to our re-stock alerts by clicking on the sold out product and entering your email address for a notification when it’s back in stock.

We also post re-stock alerts on all our social media so be sure to follow us on Instagram , Facebook and Twitter

Do you do pro discount

We do create pro discount codes on an application basis.

To be considered please drop us an email with links to your work and social media on pr@spectrumcollections.com

Unfortunately any applications without direct links won’t be considered.

I’ve forgotten to use my discount code

Please drop us an email on contact@spectrumcollections.com with your order number and the discount code you were trying to use and we can help further.

I want to stock Spectrum?

We work with a very select number of wholesalers. If you’d like to submit a wholesale enquiry please email us on PR@spectrumcollections.com with further information.

Are your products cruelty free?

All our products are 100% cruelty free, we never have and never will test on our fury friends.

You can find us registered with both PETA and the Vegan Society

What materials are the brushes made from?

Our brush bristles are made from the highest quality taklon hair making them not only super soft but also hypoallergenic, durable, long lasting, easy to clean and quick drying…the list goes on!

All our brush handles are made with wood and go through three finishing stages to ensure a vibrant and glossy finish.

We’re proud to say all of our brushes are hand crafted and made with love.

We hope you love using them as much as we do making them.

Are your brushes suitable for sensitive skin?

Yes.

The taklon brush bristles mean the brushes are all hypoallergenic and gentle on sensitive skin.