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FAQ Can we help?

Here's some answers to our most commonly asked questions on orders, shipping and product care. If you can't find the answer to your question just pop us an email on and we'll be happy to help.


  • 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 as soon as possible on with your request and order number and we will try our best to help.

  • How do I know you've received my order?

    Once you've placed your order with us you will receive an order confirmation sent to the email address you used at the checkout. Be sure to check your spam and junk folders. If you create a customer account with us you can also log into your account to see your order history.


  • What payment methods are available?

    We accept all major credit cards (Visa, Visa Debit, MasterCard and American express), as well as PayPal and Apple Pay. We also offer a buy now pay later service through Klarna. Unfortunately we don’t currently accept pre-paid Visa Cards or Paypal credit transfers.

  • Why has my card been declined?

    All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card does not, for any reason, authorise payment then you will be notified of this immediately at the checkout. A common reason for orders being declined is due to the billing address details being entered incorrectly. Please ensure that in the 'billing address' section, the address to which your card is registered to is used. For full details of why the payment was declined, please contact your card issuer.

  • How do I use my gift card?

    If you have a digital gift card you can enter the unique gift card code that was sent in the email. If you have a physical gift card the code will be printed on the reverse of the card.

    The code is valid from the moment of purchase, all you have to do is apply the gift card code to the "discount code or gift card" box at the checkout.


  • Do you ship internationally?

    We ship orders worldwide with our partnered courier services. You can select your chosen country for delivery from the menu in the top right of the website header which will allow you to shop and checkout in your chosen currency. All our orders are sent from our UK warehouse.

  • How long does shipping take and how much does it cost?

    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.

    All our deliveries are sent out in Spectrum branded packaging so please keep this in mind if ordering gifts as we don’t use plain packaging.

    Shipping costs are shown at the checkout and vary depending on your shipping destination. For more information on shipping costs see this page.

  • 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 cancel it. However, please contact us as soon as possible on with your request and order number and we will try our best to help.

  • Can I track my order?

    As soon as your order has been dispatched from our warehouse you will receive a new shipping confirmation email that will contain a link to track your parcel. 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.

  • 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 and we will be happy to help.

  • Will I be charged customs fees?

    There will be no customs fees on UK orders. For our international customers outside of the UK our international checkout will clearly display any customs charges that apply to your order at the checkout stage. You will also be given the option to pay for these charges at the checkout stage so there won't be any fees to pay when the delivery is due. Unfortunately we have no control over the customs and duties fees but we will clearly indicate these to you if they apply.

  • Can I ship to an APO or FPO address?

    Unfortunately we are unable to ship to APO or FPO addresses at the moment.

  • How does the student discount work?

    All our deliveries are sent out in Spectrum branded packaging so please keep this in mind if ordering gifts as we don’t use plain packaging. Orders are dispatched Monday- Friday. If your order is placed before 1pm it will be dispatched the same day. If your order is placed after 1pm it will be dispatched the next working day. Please note that Saturday is not classed as a working day so if your order is placed at 2pm on a Friday it will be dispatched Monday. For all UK standard deliveries, Spectrum Collections uses Royal Mail to fulfil all orders. This service is a 2-3 day tracked service from receipt of your order dispatch confirmation email. If your parcel will not fit through the standard letterbox and no-one is available to accept your 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, Pack-it, Newbridge Rd, Pontllanfraith, Blackwood, NP12 2XF.

    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 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.

  • Will my return postage be refunded?

    Unfortunately your return postage will not be refunded unless the item you're returning is damaged or faulty.

  • How long will my refund take?

    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.

  • 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 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've received the wrong or faulty product?

    Though we hope your products will all arrive in perfect condition, sometimes they may have a rough ride during delivery.

    If you do have any damaged items or you've received the wrong item please email us a picture to along with your original order number and we will be happy to replace these for you.


  • 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 brushes?

    We recommend you show your brushes some love with our brush cleaning accessories 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 and break down the brushes.

  • Are you products cruelty-free and vegan?

    All our products are 100% cruelty free and vegan, we never have and never will test on our fury friends or include any animal-derived ingredients in our products. You can shop the entire range in confidence.

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

  • What materials are you brushes made with?

    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 from a sustainable source 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.

  • How do I know if my products are authentic?

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

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


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