Frequently Asked Questions
Delivery and collection
How soon can I expect my order to be delivered?
Orders received before 2pm Monday to Friday we will making every effort to dispatch on the same day. Orders received after 2pm Monday to Thursday will be dispatched the following day. Orders received after 2pm on Friday will not be dispatched until the following Monday.
Deliveries within Greater Harare are usually completed on the same day as they are dispatched.
Deliveries outside of Greater Harare are dispatched using a record delivery method such as Swift, FedEx or DHL. These are subject to the delivery times stated by the courier. Usually within 3 days countrywide.
What happens if I would like to change the delivery address?
If your order has not already been dispatched it is possible to change the delivery address. You can get in touch for any assistance. Please state your order number when requesting a change of delivery address. If the new address is in a different shipping zone you may be required to pay a shortfall.
What happens if I am not in when you deliver?
We will endeavour to contact you prior to delivery to ensure that someone is available to sign for your package.
If you are unable to be there at the time we have organised to deliver please get in touch.
Can I collect rather?
If you would rather collect your purchases we can facilitate that. Choose click and collect at checkout and we will contact you to organise a convenient time and location.
Payment Options
I don't trust online payment portals. Can I pay offline?
Yes absolutely! If you would rather not pay online you can choose the bank transfer option at checkout.
Please note you need to include your order number as your payment reference and we will not release your goods until payment reflects in our bank account which can take up to 7 days depending on the type of transfer.
Deliveries within Greater Harare are usually completed on the same day as they are dispatched.
Deliveries outside of Greater Harare are dispatched using a record delivery method such as Swift, FedEx or DHL. These are subject to the delivery times stated by the courier. Usually within 3 days countrywide.
Can I pay using EcoCash or Zimswitch?
Yes absolutely. Just choose EcoCash or Paynow at checkout and you will be redirected to their secure payment gateway.
Can I pay using VISA, Mastercard or PayPal?
Yes you can, via Paynow payment gateway. Just choose Paynow at checkout.
Why was my bank / credit card declined?
Please try to pay again using a different card if you have one.
To find out why your card was refused in the first place, just contact your bank. They should be able to help.
Returns and Refunds
Can I return my item if there’s something wrong with it?
First, we recommend you get in touch to see if we can solve your issue and save you the trouble of returning your item.
If you’ve had it less than 7 days…
We’ll happily repair or exchange the item. If the item is faulty, you’ll get the choice of a repair or replacement.
If you had it delivered and your item is faulty or damaged (during the delivery process) please get in touch in under 24 hours from the moment you receive it.
We’ll assess what’s wrong and then, if possible, we may arrange for it to be repaired or replaced.
How do I return my item?
Returning something to us is simple, get in touch and you will be guided through the process.
Specifics depend…
- We'll pick it up free of charge from within Greater Harare.
- You can drop it off with us.
- We can organise to get it shipped back via a courier. Please note that courier return shipping fees will be for your expense and prior to sending please ensure you get a return reference number from our customer service reps.
What counts as proof of purchase?
Any of these:
- confirmation email
- e-receipt
- your order number
If you can’t find one of the above, don’t worry. We should be able to sort everything out if you have:
- your card / bank statement
- the email address used to buy your item
I returned my item for repair via courier. Now what happens?
As soon as we get the item back, we'll diagnose it and depending on the fault or issue we will sort out your replacement. Just allow up to two weeks for shipping time - as soon as we have it we'll start the repair.
Is there anything I can't return?
Unless they’re faulty, some items can't be exchanged or returned. These can be clarified in store if you have any questions.
If I return my item will I get my delivery charge refunded?
If the item is faulty or damaged and returned with 7 days - yes, less bank charges incurred. If however the item is returned for any other reason or returned after 7 days we will not be able to refund this cost.
Secure Online Shopping
What do you do to ensure my shopping on this site is secure?
This site has a 256 bit encrypted SSL certificate installed which means your data is encrypted in transit.
Our password policy ensures that accounts are required to have very strong passwords.
We subscribe to high security and encryption standards allowing all customers to shop with peace of mind. We have taken all reasonable security measures to ensure confidential information, cannot be accessed by anyone who is not authorized to do so.
We don't store your payment card details or process your payments on this site. All online payments are provided by trusted third-party processors; namely Paynow and EcoCash who are ultimately responsible for your payment security.
If you're concerned about any security measures, please get in touch.
How do I spot a scam email?
Some fraudsters try to steal personal information (like bank card details or passwords) by pretending to be a legitimate website or posing as a trustworthy sender in an email or text (SMS) message. This is known as phishing (or smishing if sent via SMS).
For example, a fraudulent email or text could be sent in the guise of a survey, competition or social media post. The aim is to trick you into visiting or submitting your details to an unsecure site.
Anyone can be targeted (not just Spellbound customers) and these fraudulent emails or texts often request personal information or ask you to confirm information.
It might be a scam when…
- The message asks for personal information like your bank or payment details, username or password.
- The sender’s email address looks suspicious.
- There’s a sense of urgency, like a threat that your account will be closed unless you take immediate action.
- The message has a generic greeting such as ‘Dear customer.'
- You weren’t expecting it.
If you’re worried, don’t click on any links, open any attachments or forward to anyone else.
You can always get information directly from the company's legitimate website rather than a link in an email.
If you're concerned about any unexpected or suspicious Spellbound communications, please get in touch.
How do I spot a scam text message?
Be wary of text (SMS) messages relating to competitions or voucher giveaways. Check official sites or contact the company directly using the contact details from the website. Report anything you don't think is authentic.
Spellbound will never contact you via SMS about credit refunds or credit limit increases.
All legitimate Spellbound promotions will be listed here.
Anyone can be targeted (not just Spellbound customers) and fraudulent texts often request personal information or ask you to confirm information.
If you're concerned about any unexpected or suspicious Spellbound communications, please get in touch.
How do I spot a scam on social media?
Be wary of any social media posts relating to competitions or voucher giveaways. Check official sites or contact the company directly using the contact details from the website. Report anything you don't think is authentic.
Spellbound will never contact you via SMS about credit refunds or credit limit increases.
All legitimate Spellbound promotions will be listed here.
Anyone can be targeted (not just Spellbound customers) and fraudulent texts often request personal information or ask you to confirm information.
If you're concerned about any unexpected or suspicious Spellbound communications, please get in touch.
How do I report a scam?
If you're concerned about any unexpected or suspicious Spellbound communications, please get in touch.
How do I choose a stronger password?
Here’s some advice on creating a strong password:
- Make it long – the longer the password the more secure it is.
- Consider basing your password on a sentence or phrase.
- Use a mix of numbers and special characters.
- Don’t use the same password for all your online accounts – you could end up having all your accounts hacked if a website is breached.
- Don’t use people’s names – passwords like this are easily cracked using common hacking tools.
- Try to avoid words that can be guessed after a little research on social media.
- Use a secure password manager to generate and store your passwords.
How do I avoid computer viruses?
It's important to have antivirus software installed to help protect yourself from online attacks. Although you can’t prevent every cyber attack with antivirus software, it can prevent hackers from getting into your computer or mobile device.
Not every intrusion into a computer is meant to cause damage or steal valuable information, that doesn’t mean the attack isn’t dangerous. All intrusions into a computer exploit what is known as a vulnerability, or a weakness in the computer’s operating system or other software.
Here are a few tips to help you stop spyware infecting your device:
- Only download and install programs from websites you trust
- Only buy trusted and well-known, subscription-based programs
- Read security information, privacy statements and licence agreements when you install software
- Don’t click 'OK' or 'I Agree' on pop-up windows, unless you know what you’re signing up for
- Make sure you keep your device’s software up to date. Software and app updates contain vital security updates that help protect your devices from cyber criminals.