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FAQ

How much will shipping cost?

DOMESTIC SHIPPING (WITHIN AUSTRALIA) signature required – is $10 Express Post Australia Wide.

WORLDWIDE SHIPPING* signature required – Flat rate Australia Post Registered International Shipping $15.00AU.*

EXPRESS INTERNATIONAL SHIPPING – Australia Post Express shipping (3-7 Business Days) is $30AU.

FREE WORLDWIDE SHIPPING for all orders over $150.. Read more about shipping policy HERE.

*SHIPPING TO FRANCE is $35AU – Sent with TNT Couriers (3-7 Business days).*

Can I make a change to my order?

We’re very proud of how quickly we process your orders. If items you order are in stock it will most likely be shipped the same day or the next business day. However to get orders out this quickly, it means we’re not able to make any amendments, including changing the billing/shipping address, item style/size or remove or add items from your order.

How long will it take to receive my order?

DOMESTIC SHIPPING – Delivery is 1-2 days within metropolitan NSW, or 2-4 days elsewhere within Australia. Please allow SPELL 1-5 business days to ship your order. Please note that a signature is required on delivery – so if you’re not home during business hours your order may end up at your local post office. To avoid missing the delivery, perhaps have order sent to your ‘work address’.

WORLDWIDE SHIPPING – Delivery between 10-21 business days (shipping may take longer to some countries, so please be patient). Please allow SPELL 1-5 business days to ship your order. Please note that a signature is required on delivery – so if you’re not home during business hours your order may end up at your local post office. To avoid missing the delivery, perhaps have order sent to your ‘work address’.

EXPRESS INTERNATIONAL SHIPPING – Australia Post International Express Shipping can take 3-7 Business days to reach you once your order ships. Please read about our order processing and shipping HERE.

Will there be a delay on shipping during sales or new drops?
During Spell Sale’s or New Collection drops shipping times can be delayed depending on how busy we are so please be patient during these times. Please read about our order processing and shipping HERE.

How can I track my order?
DOMESTIC SHIPPING – You will receive an email letting you know that your order has shipped along with an Australian Post Registered Post tracking number. You will be able to track your item on the Australia Post website here. Please note that a signature is required on delivery – so if you’re not home during business hours your order may end up at your local post office. To avoid missing the delivery, perhaps have order sent to your ‘work address’.

WORLDWIDE SHIPPING – You will receive an email from Australia Post letting you know that your order has shipped. For parcels going to USA, NZ or the United Kingdom FULL tracking is available here. For countries other than USA, New Zealand, and United Kingdom BASIC tracking is available here. Basic tracking means you can check if your parcel was lodged and when it has been delivered. Please do not contact us about your order unless it has been more than 21 business days since your order was lodged. Please note that a signature is required on delivery – so if you’re not home during business hours your order may end up at your local post office. To avoid missing the delivery, perhaps have order sent to your ‘work address’.

Please read more about shipping and tracking HERE.

Do I have to be home to receive my package?
For tracking purposes a signature is required on delivery for domestic and international shipping. If no one is home during business hours your package may end up at your local post office for collection. If delivery is attempted but you are not home you will receive an ‘attempted delivery slip’ in your letterbox and an ‘attempted delivery email’ giving you instructions on where to go and collect your package. To avoid a failed delivery attempt please use an address where someone can sign for your package during business hours, ie. a business address.

What if my parcel is returned to sender because the address was incorrect or I missed it at the post office? 
If for some reason your address was entered incorrectly on your order or you missed it at the Post Office and it has been Returned to Sender you will need to cover the postage charges to send it back to you. If you decide to cancel your order instead, we will deduct the shipping amount from your total refund even if you received Free Shipping.

Will I have to pay for customs or import taxes?
Yes, all international customers are responsible for the customs rates within their own country. For further information, please contact your local customs office. Spell will declare the full value on international shipments and will include an invoice for customs should they require it. It is illegal to mark your parcel as a GIFT or a lower value so please do not ask.  

What methods of payment do you accept?
We accept PAYPAL, VISA, MASTERCARD & AMEX. Please note that you can pay with your credit card using PAYPAL even if you do not have a PAYPAL balance.

What currency is used online?
Multiple currencies are available for viewing products online. Checkout pricing is converted to Australian Dollars. 

Do you offer returns or exchanges?
Yes you can send back an item back unworn, unwashed, including tags and should be in the original condition for a full refund. We do not offer Exchanges. Please read more about how to return an item HERE.

What do I do if I have received a faulty or incorrect item?
Please contact ASAP with your Order Number and explanation so that we can arrange a replacement for you. If you are within Australia we will send you a Prepaid Postage Label to cover the postage costs to return. For International customers please speak with us to sort out Postage return and your replacement.

How do I know if my return has arrived and is being processed?
We will try to process your refund as quickly as possible however please allow up to 10 working days. We will refund the total amount minus any shipping costs via your original method of payment with confirmation email. We suggest to send your return with tracking so you can see when it has been delivered as we cannot confirm this for you until we process the refund.

How can I use a gift voucher/promo code?
After you have added all items to your cart please go PROCEED TO CHECKOUT. Please continue on through the checkout using either ‘customer login’ OR ‘continue as a guest’, entering your email and address. Once you get to STEP 2 OF 2 you will have an option to enter a discount code/gift voucher, click ‘Apply’ and then proceed to payment.

How many gift voucher/promo codes can I use per order?
You can only use 1 voucher code per order. This means if you have a gift certificate you CAN NOT apply a discount to it. If you have a gift voucher you may use the voucher for over the phone orders but you may not receive a discount on any order made with a gift voucher. Please note that discounts can be applied when purchasing gift vouchers.

Can I use a sale code and gift voucher at the same time?
You can only use one discount per order. If you have a Gift Voucher it cannot be used during a Sale or with a Sale code. 

When is your live chat available?
Our Live Chat is available during our business hours of Monday to Friday 10 am to 5 pm (Australian EST). We want you to have an amazing experience whilst shopping with us online; so please don’t hesitate to use our live chat to ask us your questions during this time. If you are shopping with us outside of these hours, please email us or use contact form below and we will respond to you within 24 hours or the next business day.

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TERMS AND CONDITIONS

The following terms and conditions may be amended or modified at anytime without any prior notice to an individual. By using this site, you acknowledge & agree to these terms and conditions. If you would like any further information or clarification of these terms and conditions please contact us.

PRODUCT DISCLAIMER

Spell attempts to display all of our products & colours as accurately as possible. All fits, styles, and colours are represented as best as we can. Spell cannot guarantee that the colours represented or shown on the website exactly matches the actual product. Most items are handmade, therefore they may come with minor flaws or variations in natural materials like feathers or leather (or natural ageing where vintage materials are used). Please take this into consideration prior to purchasing. Although we make every effort to keep sufficient stock of items listed on our site, occasionally we do sell out of certain products and sizes. If we are out of stock on an item you have ordered, we will notify you via email. Any changes will be reflected in your order total as well as your shipping confirmation. 

WHOLESALE / STOCKING SPELL
Wholesalers please contact our wholesale department via our wholesaling info page HERE.

PRIVACY
Spell believes that the privacy of all personal information is very important. All information collected will be used solely by Spell to conduct our business. Your information will not be disclosed to any third parties, other than for the purpose of processing payments. We will only ask for and use relevant personal information as necessary. Spell actively seeks to comply with Australia’s privacy laws. We aim to ensure that our privacy policy continually meets all legal requirements in order to maintain and honour your privacy. For more information about the National Privacy Principles, see the Federal Privacy Commissioner’s website: http://www.privacy.gov.au

COMPETITIONS 
We run contests on our site/blog in which we may ask for subscription email information and membership. The terms and conditions of each promotion is at the discretion of Spell and is subject to change.

NEWSLETTERS
We offer e-newsletters to share content information about our site with interested users. Users may cancel their free email subscriptions by following the simple ‘unsubscribe’ link at the bottom of each newsletter or email.

SECURITY
Spell is confident that your information is secure when purchasing items through our online store. Any personal information given to Spell will be protected. We take all reasonable care to make our site as secure as we can.

LIABILITY
Spell has provided information on the website as accurately as possible.  We will take all reasonable care – in so far as it is in our power to do so – to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the site.

COPYRIGHT 
Copyright and Intellectual Property of this website are owned by Spell. All trademarks, service marks and photography are the property of Spell.  No use of these may be made without prior written consent. We understand however that our images may be used on personal blogs as long as credit is given to Spell with a link to our blog or website.

RETURN POLICY
We will happily except a return of an item which has not been worn, washed or used in anyway and is returned in it's original condition, including tags, for a full refund. Please return within 14 business days for Australia and 21 Business days for International from the date you received the parcel. Sale items cannot be returned for a refund and are final sale. The Return shipping is payable by the customer and it is recommended to use a tracked method for safe delivery. Spell is not responsible for the loss of a returned parcel and the original payment of shipping will not be refunded. We will process your refunded within 10 business days of the return arriving to our warehouse, followed by a confirmation email Spell reserves the right to deny a refund of the merchandise returned if they do not meet the requirements of ourReturn Policy.

FAULTY POLICY
Every product we send out is initially quality controlled, however if you have received a product with a manufacturing fault we will happily replace it or refund the cost as long as it has been returned within 2 months of purchase. Anything outside of this time frame will be up to our discretion. Please note that wear and tear in the course of normal use is not considered a manufacturing fault.