FAQ

Frequently Asked Questions


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 enquiries@spell.co or +1 760 512 8114.

COVID-19 Updates

 

11th May: Our Byron store has re-opened! The store will be open 10am-3pm daily, and will be adhering to stringent health and safety precautions, including social distancing and cashless payments.


5th April: Due to the uncertain times we are facing we have decided to relocate our Australian warehouse back to our home town of Byron Bay. By having our warehouse close we are able to manage this situation from where our business leaders are located. This means that from Monday 6th April, all orders and returns will be processed from our Spell Head Quarters. Don't worry if you have a return currently in transit, our Sydney warehouse will be forwarding these to Byron so while there may be a slight delay with these they will still be processed.

Our Byron Bay Warehouse will be operating under stringent health, safety and social distancing protocols so we do anticipate there may be some delays during this time as we are unable to bring in additional resources during peak periods, we kindly ask for patience and understanding. We do hope that this new arrangement will mean a more grass-roots and personalised service!

23rd March: Our US Warehouse has been able to reopen and is continuing to ship orders for now.

Please note, circumstances are changing rapidly and our warehouse is operating with minimal staff at the moment which may result in some delays with shipping your order and returns processing. We'll continue to inform our community with updates as they happen.

20th March: Due to California’s recent stay at home order, our US Warehouse will be closed from Midnight Thursday March 19th until further notice. If your order or return has been affected we will be in touch with you directly.

Please note, no orders placed on our US Website will be dispatched until this mandatory order has been lifted and our US warehouse re-opens. We will inform our community of any updates as they happen.

As always, the safety and well-being of our team, customers and community is of the utmost importance to us and our thoughts are with all those directly impacted.

Should you have any questions at all, our Customer Care Team are here to help: enquiries@spell.co

17th March: Firstly, we stand in solidarity with those already impacted by this virus, particularly our friends in China, Europe and America, though we’re all in this together and we know it’s not business as usual for anyone.

All our manufacturing and warehouse partners continue to abide by their governments regulations of isolation and distancing with appropriate measures in place to ensure safe and healthy workplaces.

We are monitoring the situation very closely, and while our team at HQ are preparing for a remote ‘working from home’ situation in the coming days and weeks, at this point our Byron store remains open and stringent sanitation and health protocols are being followed.

Because social distancing is such an important measure to minimise the spread of Covid-19 in the wider community, we encourage you to shop the new styles dropping this week ONLINE. We will have our full customer care team on board and they’ll be standing by on Live Chat.

Below are some of the key questions we've been asked by our customers:

- Safety of Receiving Packages: the World Health Organisation have confirmed that that there is a low likelihood of the virus being transmitted through packages or letters, so shopping online remains safe.

- Unicorn Tears: at this stage our Unicorn Tears for bushfire relief collection pre-orders are on track for delivery from 1st July 2020. Though given this situation is escalating every day we will keep our Unicorn Tears pre-order customers across any changes in this status.

- Shipping: all our shipping partners are continuing to operate at this stage, with some carriers implementing additional protocols including no-contact delivery options. Please be aware that for several countries and certain domestic areas there may be delays experienced.

- Returns: we continue to offer a 30 day return policy, please note the requirement is for you to apply for an RMA Number within 30 days of your order being placed rather than being a 30 day window for your return to be received back at our warehouse.

How Much Will Shipping Cost?

We offer a flat rate of $9.95 and Free International Shipping for all orders over $150. 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 link in the footer.

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.

How Long Will It Take To Receive My Order?

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

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.

Can I Ship To A PO Box Or Hotel?

Within the US, we can ship to a PO Box, but sadly cannot ship to hotels. If you are shipping outside of the US we cannot ship to PO Boxes or Hotels.

Do You Offer Returns Or Exchanges?

Yes, we offer 30 Day Returns on all items. You can find our full Return Policy on our Returns page in the footer of this website.


To return an item, we need to provide you with a RMA Number. Please go here, enter your order number and billing address postcode, or login to your account, find your order and then process a return request.


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.


Please Note:


- Your Return Authorisation 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, your return must be in original condition with their tags attached.


- Due to the limited nature of our pieces, we do not offer exchanges on any items. If you would like a different size or item, we recommend purchasing the new item and following the returns process for a refund on your original item.

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 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.

What Is Afterpay?

Afterpay is an interest free payment plan option that we offer on all of our US orders. For more information please view our info page.

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. However a promo code and gift card may both be redeemed on the one order.

Will There Be Delays?

During sale events or within 5 days of a new collection launch there may be delays on shipping, we truly appreciate your patience during these times.

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.

How Can I Track My Item?

Once your 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.

What Can I Do If My Promo Code or Gift Card 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 care team here.

Counterfeit Items

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.

Price Adjustments

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 enquiries@spell.co.


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.