You are currently on our USA based website, which ships to Northern & Southern America, UK, Europe and Africa.
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 email@example.com or +1 855 240 7434.
How Will Tax Be Calculated?
Tax is calculated automatically at checkout based on your Shipping Address and each states tax laws. If you have any questions, please contact our Customer Care Team.
How Much Will Shipping Cost?
We offer a flat rate of $9.95 or Free Shipping for all orders over $150, as well as an Express Courier service for $12.99. For International Orders we offer $20 Flat Rate Shipping, or Free Worldwide Shipping for all orders over $150. For more information please view our Shipping information by clicking the Shipping tab above.
How Long Will it Take to Receive My Order?
If the items you are order are in stock, your order will be dispatched the next business day. During save events or within 5 days of a new collection launch there may be delays on your order being shipped out.
Can I Ship to a PO Box or Hotel?
Within the USA, we can ship to a PO Box, but sadly cannot ship to hotels. If you are shipping outside of the USA we cannot ship to PO Boxes or Hotels.
Can I Change My Order?
As our warehouse starts processing orders immediately after they are placed, we are not able to make any changes or cancel orders once they are placed.
What is Afterpay?
Afterpay is an interest free payment plan option that we offer on all of our USA orders. For more information please view our info page.
How Will My Order Be Packaged?
Whether you are shopping for yourself or a loved one, we want each and every order to feel like a special gift! To help achieve this, we’ve been trialing some packaging options over the last few months, and have now decided on one we hope you will love.
We’re currently in a transition phase and we will be introducing our finalized option in the coming weeks. We truly appreciate your patience and if you have any feedback at all, please do reach out to firstname.lastname@example.org.
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.
How Can I Track My Item?
Once you order is dispatched you will receive shipping confirmation, along with tracking details for your order. All orders within the USA shipped with our free service are sent via USPS Priority and take 3-5 business days to arrive. If you select our Express Courier service, your order will be shipped with either UPS or Fedex and take 1-2 business days to arrive.
All orders outside of the USA are shipped via our International Courier and take 7-14 business days to arrive. Once your order arrives in your country, it will be handed to your local postal service and you will be able to track your order in more detail with them.
As many of our dear customers know, the occurrence of counterfeit copies of Spell pieces has significantly increased over the last few months. We recommend always purchasing your Spell pieces from our website or one of our approved stockists. If you do decide to purchase a second hand item, we recommend asking for proof of purchase. If you are purchasing any Spell item from an unverified seller there is no guarantee the piece is not counterfeit.
Please be aware that counterfeit items will not have been made in our ethically accredited factories, by purchasing you may be supporting factories who do not share our values in taking responsibility for our world and its people.
Will I Have to Pay for Customs & Duties?
Yes, all international customers are responsible for customs & duties within their own country. For further information, we recommend contacting your local customs office. Spell is legally required to declare the full value paid on shipments and must include an invoice for customs should they require it.
What Currency is Used Online?
You are currently on our USA based website, which ships to Northern & Southern America, UK, Europe and Africa. All prices are charged in USD.
Do You Offer Returns or Exchanges?
Yes, we offer 30 Day Returns on all items. You can find our full Return Policy on the tab above.
To return an item, we need to provide you with a Return Authorization Number. Please complete the Return Request Form here.
Our Returns Team will reply with your Return Authorization Number within two business days, and will also provide you with the address to send your return back to.
- Your RMA Number must be clearly marked on the front of your returned parcel. If our warehouse cannot identify this number on the outside of your return it may be returned to you.
- For a refund or exchange, your return must be in original condition with their tags attached.
What Do I Do If I Received a Faulty/Incorrect Item?
Please email us ASAP with your Order Number and we will arrange a replacement or refund for you. For a faulty item, we request that you also include a photo of the fault.
How Can I Use a Gift Voucher/Promo Code?
After you have added all the items to your card, please go to PROCEED TO CHECKOUT. You will then have the option to add your discount code or promo code to your order. Please note, only one discount code can be redeemed per order.
Can I Use a Promo Code and Gift Card on the Same Order?
Yes! You can use a promo code and also your Gift Card on the same item. Gift Cards are a valid form of payment regardless of using a promo code.
What Can I Do If My Promo Code Isn't Working?
Gift Cards are case sensitive so please check your caps lock. If you are still having trouble applying your promo code or Gift Card, please contact our customer service team here.
When is Live Chat Available?
Our Live Chat is available at the following times;
Monday-Thursday, 4pm-Midnight PST
Friday, 4pm-10pm PST
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 outside of these hours, you can leave a message for us, or email us on email@example.com and we will respond to your within 24 business hours.
From time to time, our products are marked down. If you have purchased an item that is now on sale within the last 14 days, we will gladly organise a one-time price adjustment. Please contact us via email via firstname.lastname@example.org.
Please note: we are unable to offer price adjustments for temporary promotions or discounts. Promotions and discounts cannot be applied retroactively to orders placed before the promotion started.