常见问题解答 (FAQs)

Christmas FAQ

What is the last delivery date for Christmas?

UK Delivery - Royal Mail

Orders placed before 14 December via Royal Mail should arrive in time for Christmas. You will receive a dispatch confirmation with tracking information once your order has been processed.

UK Delivery - UPS Delivery

Orders placed before 19 December via UPS should arrive in time for Christmas. You will receive a dispatch confirmation with tracking information once your order has been processed.

Rest of the World

For rest of the world orders, we recommend purchasing before December 5 to ensure delivery in time for Christmas. Rest of the world orders will be shipped via UPS delivery.

Refund and Exchange

Am I eligible for a return or exchange?

We offer a full refund or exchange within 5 days of delivery if:

  • You receive an item in poor, damaged, or mutilated condition.
  • You receive an item different from what you ordered.

To be eligible for a return, the item must be unused, in the same condition as received, and in its original packaging.

If you meet the above conditions, we will cover the shipping charges for the return and exchange.

If you change your mind and the above conditions are not met, we will still offer a refund or exchange, but you will need to bear the shipping costs.

To initiate a return or exchange, please contact our customer support team (info@houseofspells.co.uk) with your order details, images of the issue and proof of purchase. Refunds are processed within 3 business days after we receive and inspect the returned item.

You can also read our full refund policy.

Are there any products I can't return?

Several types of goods are exempt from returns, including:

  • Perishable items (e.g., food, flowers, newspapers, magazines)
  • Intimate or sanitary products
  • Hazardous materials or flammable liquids/gases
  • Gift cards
  • Health and personal care items
  • Sale items (Only regular-priced items may be refunded; unfortunately, sale items cannot be refunded.)

If you’re unsure whether your item qualifies for a return, please contact our customer support team (info@houseofspells.co.uk) for assistance.

Do I have to pay to return a product?

If your return is due to receiving a damaged, defective, or incorrect item, we will cover the shipping costs for the return and exchange.

If you need assistance with a return, please contact our customer support team (info@houseofspells.co.uk) for further guidance.

I have received an incorrect, damaged, or faulty product. What should I do?

Please contact our Customer Services team at info@houseofspells.co.uk with your order number, an image of the fault, and proof of purchase, and we will resolve this for you.

Shipping and Delivery

Do I need to pay duties and taxes?

The amount of duties and taxes applied depends on the order value and the destination country or location. Import duties and taxes may apply to non-UK orders upon receipt. These charges are beyond our control, as they are set by the Customs Authority of the destination country or location and depend on various factors, such as:

  • Country or location of origin of the purchased product
  • Local VAT rates
  • Local import taxes

It is your responsibility to pay these charges if requested by your local authorities.

What delivery options are available in the UK?

For UK orders over £35, we offer free Royal Mail 2nd Class delivery (3-5 working days).

If you’re not eligible for free delivery or would like to use other options, the following are available:

  • Royal Mail 1st Class delivery (1-2 working days) for £5.99
  • Royal Mail 2nd Class delivery (3-5 working days) for £3.99

For orders weighing over 2kg we offer:

  • UPS Delivery (1-2 working days) for £8.99.

Let our customer service team (info@houseofspells.co.uk) know if you need further assistance with delivery options!

What delivery options are available for countries outside the UK?

Delivery options depend on your shipping country and will be displayed at checkout. Shipping costs are also shown before you complete your order. If your location is not listed, it means we do not currently ship there.

Let our customer service team (info@houseofspells.co.uk)know if you need further assistance with delivery options!

What countries can you ship to?

We offer global shipping, and you can find a list of the countries we currently support below. Please note that availability may vary depending on global conditions and shipping partners in your country.

Shipping charges will be displayed at checkout and vary based on order weight, destination, and product type. If you don't see your country listed, please contact us, and we’ll be happy to assist you.

Unfortunately, we do not ship to Ukraine or Russia due to the unavailability of courier services.

Africa and Middle East

Algeria, Angola, Bahrain, Botswana, Cameroon, Egypt, Ghana, Israel, Jordan, Kenya, Kuwait, Kyrgyzstan, Mauritius, Mayotte, Morocco, Namibia, Nigeria, Oman, Pakistan, Palestinian Territories, Qatar, Reunion, Saudi Arabia, Senegal, South Africa, Tanzania, Tunisia, Uganda, United Arab Emirates, Zimbabwe.

Americas

Argentina, Aruba, Barbados, Belize, Bermuda, Bolivia, Brazil, Canada, Cayman Islands, Chile, Colombia, Costa Rica, Dominican Republic, Ecuador, El Salvador, French Guiana, Guadeloupe, Guatemala, Honduras, Jamaica, Martinique, Mexico, Micronesia, Panama, Paraguay, Peru, Saint Kitts and Nevis, Saint Martin, Trinidad and Tobago, Uruguay, USA, Venezuela.

Australia, Asia, and Pacific

Australia, Bangladesh, Cambodia, China, Fiji, Hong Kong, India, Indonesia, Japan, Kazakhstan, Macao, Malaysia, Marshall Islands, New Caledonia, New Zealand, Palau, Philippines, Singapore, South Korea, Sri Lanka, Taiwan, Thailand, Vietnam.

Europe

Albania, Andorra, Armenia, Austria, Belarus, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Saint Barthelemy, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, United Kingdom, Vatican City.

Orders

Can I cancel my order?

If you would like to cancel your order and it has not yet been processed, please contact our Customer Services team (info@houseofspells.co.uk). Once an order has been processed, it cannot be adjusted or cancelled.

Is it possible to add an item to my order afterward?

You cannot add items to your order after checkout.

Can I order items online and pick them up in-store?

You will see the available pickup option at checkout after entering your delivery address.

Is it possible to change my delivery or billing address?

If your order has not been shipped yet, we may be able to update your delivery address. However, please note that the delivery country cannot be changed.

For your security, we are unable to modify billing details once an order has been placed. If you've received an order confirmation, your order will be processed, and any incorrect billing information will not delay dispatch.

What should I do if there's an issue with an item in my order?

Please contact our Customer Services team (info@houseofspells.co.uk) for assistance, providing your order number, a photo of the issue with your order, and proof of purchase.