Frequently Asked Questions

You are currently on our Australian based website, which ships to Australia and internationally excluding the US. If you are shipping to the US please click here.

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 +61 2 9158 6557.


How Much Will Shipping Cost?

For orders shipping within Australia, we offer a flat rate of $9.95 and Free Australian Shipping for all orders over $150. For more information please view our Shipping information page.

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 and you've placed your order before 1pm (Sydney Time), your order will be dispatched the next business day. During busy periods or within 5 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 Australian based website, which ships to Australia and internationally excluding the US. If you are shipping to the US please click here.

We offer localised currency across AUD, NZD, CAD, GBP and EUR.

Can I Ship To A PO Box Or Hotel?

Within Australia, we can ship to a PO Box, but sadly cannot ship to hotels. If you are shipping outside of Australia 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.

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 Australian orders. For more information please view our info page.

What Is Klarna?

Klarna is an interest free payment plan option that we offer on all of our Australian 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 cart, 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.

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 order. 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 shipped within Australia are sent with Australia Post or Aramex and take 2-5 business days to arrive, unless you have selected our Express Courier service.

All orders outside of Australia are shipped via your chosen shipping method. You can find more information on our Shipping information page..

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.

Why Am I Being Charged NZ GST?

As of 1st December 2019, the New Zealand (NZ) government has made it a requirement that all inbound packages under $1000 have NZ goods and services tax (GST) included in the final order value before shipping. The tax collected is remitted, in full, back to the NZ Government. If you return an item from your order, the NZ GST included on that item will be refunded back to your original payment method.

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.