Shipping policy

1. Where we ship

European Union: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

Outside the EU: United Kingdom, Switzerland.

If your country is not listed, we do not ship there yet.

2. Shipping costs

The exact shipping cost is always shown at checkout before you pay. Standard rates:

3. Shipping included from €50

When you order €50 or more in products to an EU country, you can choose a pickup point with shipping included at checkout. This applies to pickup point delivery only, not to home delivery, and not to the United Kingdom or Switzerland. The Setup Kit and memberships do not count towards the €50 and have their own shipping cost.

4. Memberships

Essential and Professional: shipping included across the whole European Union (the countries listed in section 1). Outside the EU (United Kingdom, Switzerland) you pay the standard shipping rate for your country.

Membership deliveries ship on your billing date each month.

5. Sample set

The Pink Power sample set ships to Belgium and the Netherlands only. The set itself has no price; you pay shipping only (shown at checkout).

6. Setup Kit

Setup Kit: shipped within 1 to 2 business days after your order. The Spectra Academy training is part of the kit; you book it after your purchase, and we recommend using the Pulse One only after the training.

7. Delivery times

Estimated transit time from dispatch:

These are estimates. Actual delivery may vary with carrier capacity, customs clearance or other factors outside our control.

8. Order processing

Processing time: orders are processed within 1 to 2 business days.

Cut-off: orders placed after 14:00 CET are processed the next business day.

9. Tracking

You receive a shipping confirmation email with a tracking number. Track your parcel through the link in that email or on the carrier's website.

10. Carriers

We work with established carriers, including DPD (home delivery) and Mondial Relay (pickup point). The carrier depends on your destination and the shipping method you choose. You see it in your shipping confirmation.

11. Customs, VAT and duties

Within the European Union

VAT is included in the price shown. No customs duties or import charges apply. Invoices are issued with the VAT rate of your country under the One-Stop-Shop scheme, or under the reverse-charge scheme where you have provided a valid intra-community VAT number.

United Kingdom and Switzerland

The United Kingdom and Switzerland are outside the EU customs union. Shipments may be subject to import VAT and customs duties. These are not included in the price you pay us, are the responsibility of the recipient and are usually collected by the carrier before delivery. Customs clearance can add time to the estimates in section 7.

12. Delivery issues

Parcel marked delivered but not received

Check with neighbours and any pickup points, then contact us within 7 days of the delivery date. We investigate with the carrier and resolve it.

Damaged parcel

If the packaging is visibly damaged, note it on delivery, photograph the damage immediately and contact us within 48 hours with the photos. We send you a replacement at no cost to you.

Incorrect address

Please check your shipping address at checkout. If a parcel is returned because of an error in the address you gave, reshipping costs may apply.

13. Changing your address

For membership deliveries you can update your address in the customer portal or by emailing hello@spectralashes.eu. Please do so at least 3 days before your next billing date.

14. Contact

Shipping questions: hello@spectralashes.eu

Response time: within 24 hours on business days