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FAQS

Please find below some of our most Frequently Asked Questions (FAQs). If your question isn't answered here, or if you would like to get in touch you can reach us via enquiries@spelldesigns.com or +61 2 6685 6595. 

How Much Will Shipping Cost?

We offer Free Worldwide Shipping on all orders.

All orders within Australia are sent with an Express trackable service with Australia Post (signature is required). 

For International Shipping we offer two services (you will be able to select you're preferred option during checkout):

Registered International Post (sent with Australia Post and forwarded to your local Postal Service) - 10-21 Business Day, Signature Required. Please note, this option is only available on orders under $500AU, orders above this amount will be sent with DHL.

DHL Express International Shipping - 3-7 Business Days, Signature Required. Flat $15 or Free for orders over $150.

Please note for international orders you may be charged additional customs and duties. To get an estimate of what these charges may be you can use an Import Duty Calculator like this one. Or contact your local import and duties office.

Can I Make a Change to My Order?

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 Shipping address, item style/size, remove/add items to your order, combine orders or cancel your order.

How Long Will It Take To Receive My Order?

If the items you order are in stock, your order will most likely be shipped the same or next business day. During sale events or within 3 days of a new collection launch there may be delays on your order being shipped out.

DOMESTIC SHIPPING – Delivery is between 1-3 days within metropolitan NSW, or 2-4 days elsewhere within Australia. 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, we recommend having your order sent to an address where someone will be available during business hours. 

WORLDWIDE SHIPPING – Delivery is between 3-7 business days for DHL or 10-21 business days for Registered Post (shipping may take longer to some countries, so please be patient). 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, we recommend having your order sent to an address where someone will be available during business hours. 

Can I Ship to a PO Box or Hotel?

Yes! However, international orders (shipped with DHL) will not deliver to PO boxes or hotels, they ship only to business address or private addresses.

Will There Be Delays?

During sale events or within 3 days of a new collection launch there may be delays on shipping, we truly appreciate your patience during these times. You can read more about our order processing and shipping HERE.

How Can I Track My Item?

EXPRESS DOMESTIC SHIPPING – You will receive an email letting you know that your order has shipped along with an Australian 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, we recommend having your order sent to an address where someone will be available during business hours. 

REGISTERED INTERNATIONAL POST - Unfortunately, this service is not trackable from most countries. In some areas you will be able to track your parcel through your national postal service using the tracking number provided once its reaches your country. You will receive an email from Australia Post when your order has been shipped. Delivery can take 10-21 Business Days. 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, we recommend having your order sent to an address where someone will be available during business hours. 

DHL EXPRESS INTERNATIONAL SHIPPING – You will receive an email letting you know that your order has shipped with all your tracking details. DHL courier service will deliver your parcel within 3-7 Business Days. 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, we recommend having your order sent to an address where someone will be available during business hours. 

Please read more about shipping and tracking HERE.

Will I Have To Pay For Customs & Duties?

Yes, all international customers are responsible for the customs rates within their own country. For further information, please contact your local customs office. Otherwise, to get an indication of what these charges may be you can use an import duty calculator like this this one. Spell will declare the full  dollar value paid on international shipments and will include an invoice for customs should they require it. 

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. You can also use a Spell gift card (real or virtual) as a method of payment.

What Currency Is Used Online?

Multiple currencies are available for viewing products online, however please note these are only an approximation. Checkout pricing is converted to Australian Dollars and will be converted to your local currency by your bank.

Do You Offer Returns or Exchanges?

Yes, we offer 100 Day returns on all full priced items and 30 Day returns on all sale items. Please ensure you send the item back unworn, unwashed, including tags. It should be returned in the original condition received for a full refund or exchange. Please read more about how to return an item HERE.

What If I've Received A Faulty/Incorrect Item?

Please contact us ASAP with your Order Number and we will arrange a replacement or refund for you. You can reach us on enquiries@spelldesigns.com or +61 2 6685 6595.

How Can I use a Gift Voucher/Promo Code?

After you have added all items to your cart please go to PROCEED TO CHECKOUT. Please continue on through the checkout using either ‘customer login’ OR ‘continue as a guest’. 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. Please note, you are only able to use one (1) discount code per order. 

Can I Use a Sale Code and Gift Voucher at the Same Time?

Yes, you can use a discount code and also use your gift card at the same time. Gift cards are a valid form of payment regardless of using a discount code. You will be given fields for both codes in Step 2 of our checkout process.

What If My Gift Card Isn't Working?

Gift card codes are case sensitive so please check your caps lock. Please contact customer service here if your gift card isn't working. Please Note: Gift Cards purchased in the boutique cannot be used online, and Gift Vouchers purchased online cannot be used in the boutique.

When Is Your Live Chat Available?

Our Live Chat is available during our business hours of Monday to Thursday 10 am to 5 pm & Friday 10am to 3pm (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 on enquiries@spelldesigns.com we will respond to you within 24 hours or the next business day.