FAQ

Frequently Asked Questions


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.

 

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.

What payment methods are accepted?

Credit Card

We accept Visa, Mastercard and American Express

 

PayPal

Add your bank account, credit or debit card to your PayPal account to pay securely for purchases without having to input credit card details for every transaction. You will be temporarily direct to PayPal to sign in then redirected back to the Spell website upon completion.

 

Shop Pay

An accelerated checkout allowing you to save your email address, credit card details, shipping and billing addresses for a fast and efficient checkout. A code will be sent as a text message to your mobile to finalise payment.

 

Google Pay

Google's secure payment gateway that allows you to pay for purchases saved details to avoid inputting credit card details for every transaction.

 

Apple Pay

Pay using your Apple ID when using your Apple device

 

Afterpay

An interest free payment plan option that we offer on all of our Australian orders. For more information please click here.

 

Klarna

An interest free payment plan option that is available to all Australian orders. You can find more information here.

How can I use a Gift Card or Promo Code?

At checkout you have the option to add your gift card or discount code to your order. This section can be found on the right hand side of the page on a desktop or by clicking Show Order Summary on mobiles. 

 

Only one discount can be redeemed per order, but a discount code and gift card can be used together on a single purchase. If you have a discount code personally assigned to you, this will not be automatically added, you will need to add this manually in the discount code section.

Can I change my order?

Unfortunately we are unable to make any changes or cancel your order once it has been placed. This is because orders are immediately transferred to our warehouse and their system for processing and dispatch. 

 

 Please ensure all details on your order are correct before submitting your order. In particular, we recommend double checking your email and delivery address.

 

 As per our terms and conditions, we do reserve the right to cancel an order any time up until it is dispatch from our warehouse and a tracking confirmation email is sent. 

Do you offer price adjustments?

From time to time, our products are marked down. If you have purchased an item that has gone on sale within the last 14 days, we will gladly organise a one-time price adjustment. Please contact us via email at enquiries@spell.co

 

Please note, we are unable to offer price adjustments for temporary promotions and discounts. Promotions and discounts cannot be applied retroactively to orders placed before the promotion started.

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.

What should I do if I see counterfeit items

As many of our dear customers know, the occurrence of counterfeit copies of Spell pieces has significantly increased over the last few years. 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.