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Frequently Asked Questions

We've got answers to our most frequently asked questions here. If you can't find your answer here, please get in touch with us at info@hellocharlie.com.au.

Click & Collect

Do you have a shop front?

Hello Charlie is an online store only. As we are a warehouse rather than a shopfront, we don't have products on display for browsing.

We don't have payment facilities onsite, so if you'd like to pick your order up from our store, please place your order online and choose pickup. We'll have it ready for you the very next business day and you can collect it 9am to 3pm Monday, Tuesday, Thursday or Friday at our warehouse.

Please visit our website at www.hellocharlie.com.au and our blog to check out our great range of products and brands and all the useful information we have to help you decide on which products are the best for you and your family. Our awesome team is always happy to help with product recommendations or advice, so get in touch and we'll help out.

Do you have local pickup?

Place your order online, and choose pickup as your delivery method. Order by 10am for same business day pickup, or after 10am for next business day pickup. We'll have your order ready for collection between the hours of 9am and 3pm, Monday, Tuesday, Thursday and Friday. We're closed Wednesdays and weekends.

Check our opening hours over the Christmas period, here

Come to our roller door during pickup hours, and we'll have your order ready for you to collect. 

Can't see the pickup option at checkout? You'll find it on the customer details page, under Delivery method.

If you have any questions, please give us a shout at info@hellocharlie.com.au  

What if I can't collect my pick up order?

We hold click and collect orders for 30 days after you place your order. 

After 30 days, we will return the items to stock, and will issue you with a store credit minus our handling and restock fee of $10. 

You can also choose to have your order shipped for a flat rate of $9.95 for orders under $150, or free for orders over $150 within metro Melbourne.   

Gift Certificates

Do you do Gift Certificates?

We sure do!

You can find them right here.  

Gift certificates are emailed directly to the recipient. Please make sure that you type the recipient’s email address correctly, because you won’t get a copy. You’ll just receive the invoice to let you know that it’s gone through.

If you would prefer it to be emailed to you, put your name in the ‘recipient email’ field.

We have a helpful video here to show you how to buy gift cards. 

If you want to print your gift certificate out and put it in a card, you can simply email it to yourself.

Loyalty Programme

How do I earn points with the Hello Charlie Rewards Programme?

When you’re logged into your account to shop, you’ll earn 5 points for every dollar that you spend. You can continue to accumulate points until you're ready to claim your reward.

There are lots of ways to earn rewards at Hello Charlie!

Sign up for an account

Get a 2000 point bonus for all new customers signing up for an account (redeemable immediately).

Go shopping

Earn 5 points for every $1 that you spend at Hello Charlie.

Buy in bulk

Earn 1500 bonus points when you order over $250 in a single transaction (excluding tax and shipping).

Review your purchases

Everyone finds reviews helpful, and now you can earn 80 points for every review of a product that you've purchased.

Reviews need to be approved for the points to be rewarded, and please ensure that it's a helpful review (one or two word reviews won't be approved). You can do up to 10 reviews a day, and you'll need to be logged into your account to do the reviews. Thank you, because these really are helpful for everyone :)

Get social

Want to get social? You can earn 80 points for following us on Instagram or Facebook, too.

Refer a friend

Refer a friend and you'll earn a bonus 2000 points when they place their first order with Hello Charlie (only applies if you refer a friend who isn't already a customer).

Ts & Cs of the Loyalty Programme

  • Reward points are only applied to your account if you’re logged in when you shop, and can’t be applied retrospectively.
  • Points generally take around 24 hours to show up on your account after we’ve shipped your order.
  • You don’t earn points on tax or shipping.
  • Points are earned and redeemable by the e-mail address on the account only. Accounts can't be merged, so please stick with one email address.
  • Points are non-transferable.
  • Points may only be redeemed for purchases and have no cash value.
  • Points are accumulated by current purchases only.
  • Please play fair. If you don’t, we reserve the right to remove points or cancel an account at any time.
  • Points are valid for 2 years after the date of purchase.
  • We reserve the right to cancel or change the loyalty programme at any time.
How do I use the Hello Charlie rewards programme?

To join, just create an account with Hello Charlie, and you'll earn reward points every time you shop. It's that simple!

If you already have an account with us, you're already earning rewards and you don't need to do anything else.

To redeem your rewards, jump on to the rewards page. You'll need to be logged in to your account, and you'll be able to see your points and be able to redeem them.

A couple of things to note:

  • You need to be logged in to your account to earn points
  • You can't transfer points between customer accounts, so please make sure that you're using your correct email address and that you're logged in to your account before you order
  • Your points apply to your account about 24 hours after your order has shipped.

Your reward points accumulate until you claim your reward. There are loads of ways to earn rewards, including shopping with us and reviewing products that you’ve purchase. You can easily see your points when you’re logged in to your account and see how many you need to redeem for your reward.

How do I see my points on the Rewards Programme?

Log in to your Hello Charlie account and then jump on to the rewards page.

You'll be able to see your points right there. You can also redeem rewards, and even keep track of rewards that you've redeemed but haven't spent yet.

Ordering

Are all your products in stock?

If it's on our website, it's in our warehouse!

Occasionally, we'll run out of stock before we can update our website. In the rare occasions that this happens, we'll let you know before we ship your order. We'll ask if you'd rather:

  • wait until all your products are in stock before we ship your order (usually only a couple of days); or
  • cancel the out of stock products and give you a credit for these.

We will always let you know before we ship your order.

If we don't have a product in stock, you'll see a button that says "Out of Stock: Email Me When Available". Add your email address and we'll let you know as soon as the item is back on our shelves!

Can I cancel or change my order?

Once you place your order, we immediately begin processing it through our system so that we can get your parcels to you as fast as possible. We know that busy parents need their stuff as quickly as possible, so our same day despatch policy means that we can't make any changes to your order once you've placed it.

If you’ve changed your mind on something that you’ve ordered, you’re more than welcome to send it back to us for a store credit. Please note that we don’t pay for return postage in this case.

How do I place an order?

Jump on to www.hellocharlie.com.au and order away!

If you can add it to cart we have it in our warehouse and we're always here to or answer any product questions you have.

Drop us a line at info@hellocharlie.com.au, or jump on to our live chat. Our office hours are 9am to 3pm, Monday to Friday AEST.* 

*But not public holidays. We're probably catching up on laundry on public holidays :) Or trying to get our kids to take a shower. Or walking the dog. Maybe even spending time with our families. You get the idea.

How do I use my store credit?

Store credits work in the same way as gift certificates. We'll email you a code to use next time you shop. And if you don't use the whole of your store credit, no problem, just use the same code again until it's all used up.

We can't apply store credits after you've placed your order, so don't forget to apply it at checkout.

Store credits are valid for 12 months from the date of issue. If you can't find your code, no worries. Just get in touch with us and we can email it to you again.

Please note that store credits can only be redeemed for purchases, and have no cash value. However, as long as you have the code, anyone can use it.

As always, if you've got any questions, send us an email or jump on to our live chat and we'll help out!

I forgot to apply my discount code

Oops!

Unfortunately, we can't apply discount codes after orders have been placed. But if it's a loyalty coupon or a gift certificate, you'll be able to use in next time you order, remember your loyalty coupons are stored for you so you don't have to worry about keeping them.

I've forgotten my password

No worries! Reset it at any time by going to 'Log in' at the top right corner of our website. Click the link that says 'Forgot Your Password', and enter your email address.

Don't forget to check your junk mail if the reset seems to be taking a while to come through.

If for some reason you don't receive an email, please get in touch with us. Hotmail addresses are notorious for filtering to junk, but this is a hotmail issue and not one that we can resolve (although we've tried!). We can change the email address associated with your account if hotmail isn't working for you.

If you're still having issues with your password or email address, just give us a shout and we'll help out.

What does my order status mean?

We like to keep things simple around here, but sometimes our software just hasn't got the message. You just can't get the staff these days ... *

So if you're wondering what your order status actually means, here's our handy guide:

Unpaid - we're waiting on payment, perhaps for your PayPal e-cheque to clear.

Pending - we're waiting on something before we can send your order. If this is news to you, check your email and your voicemail - we'll have been trying to get hold of you.

Unfulfilled - we've got your order, and we're packing it and getting it ready to go. 

Ready for Pickup - your order is waiting for you at our Bundoora warehouse. Drop by and grab it between 9am and 3pm, Monday, Tuesday, Thursday or Friday. We're closed Wednesdays and weekends.

Fulfilled - your order is on the way to you!

 

If you've got an order status that isn't what you were expecting, or it just doesn't make sense, give us a shout at info@hellocharlie.com.au or feel free to jump on to our livechat during office hours. 

 

*Actually you can, and we have. We have the best staff in the world. It's those pesky software guys who can't get the staff.

Payments

Credit Card Safety

Our online payment methods use the latest in encryption technology, and we don’t store or save your payment information.

Once your order is confirmed, your payment is processed in real time, and the funds will be transferred immediately. You’ll be notified straight away as to whether your payment has been successfully processed.

Alternatively, you can pay through PayPal’s send money if you don’t want to use your credit card. You’ll find more information about our payment methods here.

Do you have Afterpay, Zip Pay or PayPal Pay In 4?

We have Afterpay. It's available for order over $100, and you'll see this come up as a payment option when you get to checkout.

We also have PayPal Pay In 4, which is available for orders over $30. It will also come up as a payment option when you get to checkout.

Please note, any refund requests made using Afterpay will incur a 6% fee due which are the non-refundable fees charged by Afterpay to us. As at 1 November 2019, PayPal will no longer be refunding merchant fees on returns. Any refund requests for PayPal after this date will also incur a 2.3% fee, which are the non-refundable fees charged by PayPal.

How do I get discounts?

Create an account at Hello Charlie and you'll get a bonus 2000 rewards points that you can turn into a $5.00 discount on your first order!

Check out our bulk purchases where you can get great discounts. Buy your nappies and wipes in bulk cartons and save!

Don't forget, every time you login to your account to check out, you earn loyalty points that can be converted to gift vouchers!

How do I pay for my order?

Credit Cards
We accept Visa, Mastercard, and Amex. 

Paypal
Paypal is an option at checkout. You can login to use your account, or if you don't have an account select the pay with a card option and enter your credit card details. 

We're now offering PayPal Pay In 4. 

Afterpay
We also accept Afterpay on orders over $100. When your cart is over $100, Afterpay will appear as one of the payment options.

How Do I Use Afterpay?

Choose Afterpay at checkout and pay for your order in 4 interest free instalments. All you need is a credit card for instant approval. There are no fees or application forms. Afterpay is available for all orders over $100. 

After you complete checkout, we'll ship your order as usual. Here's how it works: 

  1. choose Afterpay as your payment method, using your existing credit card.
  2. complete your checkout in seconds, and you'll get instant approval online.
  3. we'll pack and ship your order as usual.
  4. you pay in 4 instalments - pay fortnightly, but get your order straightaway. 

Frequently asked questions

1 - What do I do if I have a problem with my Afterpay account?
Please get in touch with Afterpay directly to sort out any issues relating to your Afterpay account. 

2 - Are there any fees with Afterpay?
Afterpay doesn't charge customers any fees when purchasing. If there aren't enough funds on your card to make a payment on time, Afterpay will charge you a $10 fee, and if you're still overdue one week later, you'll be charged a $7 fee. Please note that these are not fees from Hello Charlie, and we don't have any control over these. 

For more details, and for any other Afterpay questions, please see the Afterpay Help

3 - What happens if I want to return items bought with Afterpay?
You're more than welcome to return any items that you bought with Afterpay. Have a look at our returns policy here for our T's & C's.
Please note, any refund requests made using Afterpay will incur a 6% fee due which are the non-refundable fees charged by Afterpay to us.

I can't place my order with Afterpay?

There are a couple of reasons why you may not be able to place your ordering using Afterpay. 

  1. Afterpay is only available for orders over $100 at Hello Charlie. If
    your order is less than $100, you won't see the option to pay with
    Afterpay in our checkout.
  2. Afterpay may be declining your order. You can see more information on their website here.
  3. Afterpay may think that you have placed too many orders. There's more info here on their website about this. 

Check your Afterpay account to see if your order is declined, or if they think you have placed too many orders.

My order hasn't shipped yet

All orders placed by 10am AEST are despatched same day on Mondays, Tuesdays, Thursdays and Fridays. We're closed Wednesdays and weekends.

If you check your order history and your order hasn’t been sent yet, you may need to check the following: 

Has your order been paid? 

If you’ve paid via PayPal echeque, please note that this can take up to 10 days to clear, although it’s usually around 5. 

Have you chosen pickup as your shipping method? 

If your order confirmation email says that your shipping method is pick up, we’ll have your order ready for you at our warehouse. 

Give us a shout if you chose pickup by mistake and you can simply pay for shipping and we'll get it sent out to you. 

Is there a problem with your order? 

If there is, you can be sure that we’ll have called or emailed you, so please check your inbox and your voicemail. We may be holding your order until we can get further instructions from you.

PayPal Pay In 4

We're now offering PayPal Pay In 4. It's available on orders over $30, and will come up as an option at checkout alongside the normal PayPal option. You'll see the PayPal "P" and the words "Pay In 4" or "Pay Later". 

Your payment is split into four, where you make the first payment
immediately, and the rest in three payments - one every three weeks. 

Frequently asked questions

1 - What do I do if I have a problem with my PayPal Pay In 4 account?
Please get in touch with PayPal directly to sort out any issues relating to your PayPal account. 

2 - Are there any fees with PayPal?
PayPal doesn't charge customers any fees when purchasing. There are no late fees and no interest charged. 

For more details, and for any other PayPal questions, please visit the PayPal website

3 - What happens if I want to return items bought with PayPal?
You're more than welcome to return any items that you bought with PayPal. Have a look at our returns policy here for our T's & C's.
Please note, any refund requests made using PayPal will incur a 2.3% fee which are the non-refundable fees charged by PayPal to us. 

There's more information on the PayPal website here

For more information, or for questions about PayPal Pay In 4, please get in touch with PayPal. 

Product Questions

Are your nappies biodegradable?

We often get asked whether our nappies are biodegradable. While all disposable nappies are at least partly biodegradable, they all (including eco nappies) contain non biodegradable plastic parts as well. Right now, there's no disposable nappy that's fully biodegradable.

We also get asked whether you can compost nappies. First of all, health and safety regulators in Australia don't recommend composting products with bodily fluids or excrement, because it's a health risk. Secondly, because of the plastic parts, you won't be able to fully compost them anyway, and home composts rarely get hot enough to cope with the amount of disposable nappies that a baby goes through.

If you'd like more information, you'll find an article here on our blog about whether eco nappies are biodegradable .

Do you have samples?

We're happy to be able to offer samples of some of our products. You'll find samples of all of our range of eco disposable nappies here . 

Although we don't have wipes samples for sale, many brands offer travel packs which are great to way to try some eco baby wipes before you commit to a whole pack. You'll find travel sized packs of eco baby wipes here .

How many nappies are in your sample packs?

We offer samples of all our eco nappies and eco training pants brands. For new parents, we've also got a newborn nappy samples box, with all of our newborn sized nappies. You'll find all our nappy samples here .

Our individual eco nappy and training pant samples contain two nappies. 

The newborn nappy sample box has two of each of: 

  • Bambo Nature XS 2-4kgs
  • Bambo Nature Size 1 3-6kgs
  • Ecoriginals Newborn Plus 3.5-5kgs
  • Moltex Newborn 2-4kgs
  • Muumi Newborn 2-5kgs
  • Noopii Newborn up to 5kgs

We also add samples of our bestselling wipes, too! Sample type depends on availability, but may include Wotnots, ecoriginals or JAK Organics. 

As a bonus, we pop in some lovely baby skincare samples too. It's perfect for trying a few different eco products before your newborn arrives.

You can find the newborn nappy samples box here .

The ingredients are different on the product I received

While we do everything that we can to keep the ingredients on our website up to date, there are times that what we have in stock will be different to what's on our website. 

If there's an ingredient that you're trying to avoid, please get in touch before you place your order as we can't refund product costs or shipping once you've placed your order. 

Of course, we still offer our 365 day change of mind store credits! 

Returns & Exchanges

Can I return an item I've opened?

We offer you no hassle returns. If you’re not happy with something you’ve bought, you’re more than welcome to return it to us within 365 days for a store credit of the amount that you paid for the product.

You can return any item that is in original condition: unopened, unused, and complete with all packaging and instructions and in a saleable condition. If you've opened a carton of nappies or wipes, we'll happily take back the unopened packs, as long as they're in a saleable condition (they don't have to be in the original carton). Please ensure that the packaging you return your item in in sufficient to prevent damage when it's being returned.

You're welcome to return any sale items as long as we're still stocking the product.

For faulty or damaged products, please see our faulty products information.

For hygiene reasons, we can't accept returns on any personal care items like reusable training pants, deodorants, makeup, skincare, etc, unless it has a hygiene seal that is unbroken. We also don't accept returns on samples or baby formula, or anything that we've flagged on the website as being short dated.

We also don't take returns on items that are discounted because they are close to their best before date. These are always clearly marked on our website.

We want you to be happy, so if we can take it back, we will. Get in touch with us, and we'll talk you through it if you're not sure.

How do I return an item?

It's easy! You'll need the order number and the email address under which you placed your order. 

Go to our returns page here and complete the details. Follow the steps through, and then we’ll be in touch within 1 business day to help you through the return process.

For faulty or damaged items, please don't return the items to us until we've been in touch, as we may not need you to return it to us :)

Please note, any refund requests made using Afterpay will incur a 6% fee due which are the non-refundable fees charged by Afterpay to us. As at 1 November 2019, PayPal will no longer be refunding merchant fees on returns. Any refund requests for PayPal after this date will also incur a 2.3% fee, which are the non-refundable fees charged by PayPal.

Our lovely team will always do their best to help you out, but please note that we may apply a processing fee of $5 for change of mind returns.

I’ve received the wrong item/something is missing?

If something is missing from your order, please check all your boxes thoroughly first. We often tuck small items in the middle of boxes to keep them safe in transit.

We often send items in separate boxes, so please check the tracking to see whether all your parcels have been delivered.

If you've received the wrong item, please send us a photo of your order, along with your order number and we'll get this sorted out for you asap.

If there are any problems with your order, please forward a copy of your order confirmation to info@hellocharlie.com.au within 5 days of receipt, and we’ll help you get it sorted. 

My product arrived broken or damaged. What do I do?

Email a photo of the damaged item to us at info@hellocharlie.com.au within 5 days of receipt, and we’ll refund this or give you a store credit. 

Please note that we must have a photo of the damaged item in order to refund or store credit you.   

No Hassle Returns

If you’re not happy with something you’ve bought, you’re welcome to return it to us within 365 days for a store credit of the amount that you paid for the product. 

You can return any item in original condition: unopened, unused, and complete with all packaging and instructions and in a saleable condition. If you've opened a carton of nappies or wipes, we'll happily take back the unopened packs, as long as they're saleable (they don't have to be in the original carton). Please ensure that the packaging you return your item in is sufficient to prevent damage when it's being returned.

You're welcome to return any sale items as long as we're still stocking the product.

For hygiene reasons, we can't accept returns on any personal care items like reusable training pants, deodorants, makeup, skincare, etc, unless it has a hygiene seal that is unbroken. We also don't accept returns on samples or baby formula, or anything that we've flagged on the website as being short dated.

We want you to be happy, so if we can take it back, we will. Get in touch with us, and we'll talk you through it if you're not sure.

Our lovely team will always do their best to help you out, but please note that we may apply a processing fee of $5 for change of mind returns.

What do I do if my item is faulty?

Go to our returns page here and complete the details. Follow the steps through, attach a photo and then we’ll be in touch within 1 business day to help you through the faulty items process.

Please don't return the items to us until we've been in touch, as we may not need you to return it to us :)

It may take us up to 10 business days to process a refund or replacement for faulty items. We will do our best to make this process as fast as possible, but we do need to speak to our suppliers, and occasionally, to allow them time to send us parts or a replacement.

Who pays for return postage?

Hello Charlie pays for return postage once we've determined that the item is incorrect or faulty, and that we need it back. Please get in touch with us before you return any items to us, as we may not need you to return the item at all.

All other returns are paid for by the customer.

We've put together some options to make it easier and cheaper to return parcels. You can create and pay for a return label for either Couriers Please or Australia Post. And you can also track the parcel to confirm that we've received it.

The Australia Post returns portal: https://return.auspost.com.au/HELLO_CHARLIE
Couriers Please Ezy Send https://www.couriersplease.com.au/tools-ezysend

Shipping

Do you ship internationally?

No, not right now. Many of our products are unable to be shipped internationally. 

Can I have my order express posted?

We know that sometimes you need to get your parcel as quickly as possible, and we’re happy to offer express post and courier services to help you out. 

When you choose express post, we’ll despatch your parcel within 1 business day, and we'll send it by express post or courier. We will send this the fastest way that we can for you, but none of the couriers we use will guarantee that you'll have your order overnight. 

We’re here to help you, so please call or email us if you’re not sure and need your parcel by a certain date. 

So that we can get your order to you quickly, please note: 

  • All orders have an authority to leave
  • Orders must be placed by 10am for same day despatch 

Parcels that weigh more than 5kg or don’t fit in a large satchel may not be able to be sent via express post. If your parcel falls into this category we’ll be in touch asap to discuss the best possible alternatives. We do reserve the right NOT to use express shipping for large or heavy parcels, but we'll make sure that we do our very best to help you out. 

All orders have an authority to leave, and if the courier decides that there’s no safe place to leave your parcel, they’ll take your parcel to a convenient collection point.

Can you combine my orders and refund my shipping?

Our priority is getting orders out the door as fast as possible once you place your order. We know busy parents need stuff quickly! 

This means that it's not possible to combine orders once you've placed them through the website. Once you place your order, we immediately begin processing it through our packing system so that we can get your parcels to you asap. 

Once you've placed your order we can't make any changes to your orders or refund shipping. 

If you’ve changed your mind on something that you’ve ordered, you’re more than welcome to send it back to us for a store credit. Please note that we don’t pay for return postage in this case. 

Can my parcel be left if I'm not at home?

We want your orders to get to you as fast as possible, so all our orders have an Authority to Leave by default.

If you DON'T want us to leave your parcel, you must let us know at checkout.

Any parcels marked ATL (Authority to Leave) can’t be replaced if they go missing, so this option is at your own risk. We will of course do our best to help you track down any missing parcels.

If the driver decides that there is no safe place to leave your parcel, it will be taken to a parcel collection point. 

How can I track my order?

Once your order has been shipped you’ll receive an email and an SMS with your tracking number.

To track your order, just enter the tracking number into the Shippit tracking website.

You can also find your tracking number by logging into your account. Find the order number, click on it and you'll find the tracking details on that page. 

If you can't see your tracking number, please drop us a line at info@hellocharlie.com.au with your order number and we'll be able to find it for you.s

How do I get free shipping?

We offer fast, free shipping to selected metro areas when you spend over $150. Free shipping is available to:

  • Melbourne, Geelong and Ballarat metro
  • Sydney metro
  • Adelaide metro
  • Brisbane metro

Delivery costs to these areas are $9.95 for orders under $150.We offer fast, subsidised shipping rates to all other areas of Australia. Delivery costs start at $9.95 and are based on cubic weight.

I gave an ‘Authority to Leave’ but my parcel was not left?

Even if you give 'Authority to Leave', we can’t guarantee that it will be left as requested. Your delivery driver makes the final decision on whether to leave the parcel as instructed. If your courier has not left the parcel, it will be available for collection at your local post office or POP station. You will be able to find these details via your Shippit tracking link, for more details seehow do I track my order.

My order is taking longer than I expected

We are seeing big delays across all postal networks thanks to increased volumes and ongoing lockdowns. We always despatch all of our orders on time, so the issue may be with postal services rather than our warehouse. 

If your parcel is taking longer than you expected, please check the tracking details that we sent to you through our shipping app, Shippit. If you're unsure of your tracking number take a look here

You can also get an idea of how long average transit times are by having a look at this handy guide here

If it says it's been delivered, check around the house, in the garage, under the carport, etc (or if it's a work address, at the mailroom or reception desk)? All of our parcels have an Authority to Leave in a safe place. 

If your parcel goes missing, please get in touch with us within 7 business days. Couriers take a photo of where they leave parcels, and can often remember where they left your parcel if you get in touch with us early enough. 

All our standard delivery times are here.

Same Day Despatch

Place your order by 10am Melbourne time, and we'll have your parcel out the door and on it's way to you that very day!

Orders placed after 10am, or on weekends and public holidays are shipped on the next business day.

Please note that same day despatch doesn't mean that it will arrive the same day. To find out when you can expect your parcel to arrive, have a look here: When will my order arrive?

What happens if I enter the wrong delivery address?

Shoot us an email as soon as you realise that you’ve entered the wrong delivery address, and we’ll try to catch your parcel before it leaves us.

Once your parcel is ‘Fulfilled' we can't change the address. We can try to get the courier to reroute it or return it to us, but often this is not possible. The parcel will be sent to the address on the label, and may be left in a safe place at the address. If that is that case, you will need to pick the parcel up from that address. 

If the address is not valid, the parcel will eventually be returned to us, but it may take up to 4 weeks, depending on the courier we've used to send your parcel. We’ll cover the return to sender cost, but we charge a $9.95 flat rate to ship it back to you.

If your order has been shipped using AusPost, you may be able to change the delivery address by registering with AusPost’s ‘My Post’. You can find more information on AusPost’s website, here.

If you have any problems using the My Post service, please contact Australia Post directly on 13 76 78, as we don’t have access to this service.

What if my order goes missing?

If you’re missing a parcel, please get in touch with us within 7 business days of the estimated delivery date and we’ll help you out.

If there’s a parcel missing or stuck in transit, we will work with the courier company to find out where your parcel is and get it back on track to your address.

We can lodge a 'missing parcel investigation' with Australia Post. Please be aware that AusPost won't launch an investigation on slow parcels until 7 business days after shipping, or 10 business days if you're in Perth. Each missing parcel is assigned a unique case number by AusPost and may take up to 2-4 weeks to locate.

Other couriers are much faster than this, but it can take up to 2 weeks. Please note that most couriers only hold proof of delivery photos in their system for 30 days after delivery, so if you contact us after this time we may not be able to help out. During the COVID-19 pandemic there may be further delays as couriers are dealing with higher than usual volumes, border closures, as well as the need for workers to physically distance.

If your parcel was delayed due to an incorrect or incomplete address, the item should eventually be returned to us. To have this parcel resent to the correct address, there is a flat $9.95 postage fee.

Rest assured that we’ll work with the courier company on your behalf until it’s fully resolved and you’ve got everything that you ordered. This is all part of our service to you – unlike other companies, we’ll help you every step of the way!

We use third party couriers, and don’t have any control over what the courier company does once the parcel has left our warehouse. All the couriers that we use are excellent, so we ask for your patience while they finish their investigation. Please note that while the courier company is investigating, we can’t resend your parcel or refund you.

Once the investigation is finished and the courier company confirms that your parcel has been lost, we will either resend your parcel or refund you. It’s very rare that parcels are actually lost, though - they do usually turn up reasonably quickly after we lodge an investigation on your behalf.

If we are able to confirm proof of delivery (photo or GPS location data), but you don't have your parcel, in line with the ACCC guidelines the next steps are for you to report this to the police as a stolen parcel. Unfortunately, we cannot be held responsible for stolen parcels.

When will my order arrive?

We offer same day dispatch on all orders placed before 10am AEST.

We ship with a variety of couriers, including Couriers Please, TNT, Toll and AusPost. That way, we can make sure that your orders get to you fast and keep your shipping costs down. All our parcels have an authority to leave, so that drivers can leave it somewhere safe if you're not at home, and you won't have to go and pick it up. If you don't want a courier to leave your parcel, please let us know at checkout.

Our warehouse is in Melbourne, so expected delivery depends on how far you are from us! For more info, check our expected delivery times here.

Here is more info on our express service.

Please note that during the times where COVID-19 restrictions are imposed, couriers do experience delays and some delivery times make take 2 or 3 days longer.

Take a look at these details if your delivery is taking longer than you expected.

If there’s a parcel missing or stuck in transit, please get in touch with us within 7 business days, and we will work with the courier company to find out where your parcel is and get it back on track to your address We can't resend your parcel until Auspost or the courier has completed their investigation. You can still track your parcel with the tracking number sent with your order.

Christmas Delivery Dates

Christmas is coming! Spare yourself the last minute delivery panic and get your orders in as early as possible so that our couriers can get your parcels to you on time.

Auspostis advising that the final lodgement day to get orders before Christmas is Monday 12th December, and for express post it's Monday 19th December. Don't forget that we need a day to pack, too!

Hello Charlie is based in Melbourne, so if you're in WA, the NT or regional Queensland, you'll need to get your orders in even earlier than this. For SA and east coast states, please get your order to us by:

Standard post

Friday 9th December 2022

Express post:

Friday 16th December 2022

These are guidelines only and are not guaranteed, so please get your orders in as early as possible.

For all orders placed after these dates, we'll still get your orders dispatched on the same day if you order before 10am Monday to Friday, but they may not reach you before Christmas. Please note that we will not refund orders or postage costs if your orders don't reach you before Christmas as this is out of our control.

Christmas Break

We all love Christmas and spending time with our loved ones!

The Hello Charlie team will be taking a short break over Christmas and will be closed from 3:00pm, Wednesday 21st of December.

Our warehouse will be open for limited hours on the 28th, 29th and 30th of December. Please email us if you wish to pick up your order from our warehouse on these days.

We'll be closed weekends as usual, as well as all public holidays and will be open again as normal from Tuesday 3rd January 2023.

We wish you and your families a very Merry Christmas, and a safe and Happy New Year. xx

Sustainability

Do you offer carbon neutral delivery?

We sure do! We work with Shippit and Auspost to offer 100% carbon neutral delivery for all our orders.

Shippit measures how much carbon is generated by the courier from the moment your parcel is picked up to when it’s delivered.

They purchase carbon offsets to support projects to prevent and reduce greenhouse emissions, so that your parcel achieves net-zero emissions overall.

In this way, we’re helping to neutralise the carbon emitted during the process of delivering your parcel, plus we’ve investing in projects that deliver economic, community and social benefits. Find out more about Shippit's carbon offset programme here

Australia Post does something very similar for their business customers. 

Read more about Australia Post's carbon neutral parcel delivery promise here

This is just one of Hello Charlie's sustainability initiatives. You can read more on our sustainability page here, or you can drop us an email with any questions that you have to info@hellocharlie.com.au.

Do you offset emissions?

We recently started offsetting our employees' personal emissions, including emissions from their homes, holidays, food, hobbies and

travel. We're also planting trees, and financing carbon reduction projects around the world.

All of our deliveries are offset and are thereby carbon neutral.

We have recently started planting a tree for every order at Hello Charlie, too.

We are continuously working on improving our sustainability and our carbon footprint. You can read more on our sustainability page here, or you can drop us an email with any questions that you have to info@hellocharlie.com.au

Do you offset the impact of my order?

We sure do!

As of July 2021, Hello Charlie is working with Ecologi to plant a tree for every order placed on our website. Ecologi partners with companies like Eden Reforestation Projects and One Tree Planted to help plant millions of trees around the world each month. These projects include planting mangroves in Madagascar and reforestation across Australia in areas devastated by bushfires.

This is just one of Hello Charlie's sustainability initiatives. You can read more on our sustainability page here, or you can drop us an email with any questions that you have to info@hellocharlie.com.au

How are you working on improving your eco credentials?

We're currently undergoing BCorp Certification. BCorporations are businesses that balance purpose and profit and make a positive impact for their workers, customers, suppliers, community and the environment. It's a big project, especially for a small team like ours, and we're aiming to be certified within 12 months.

We're really proud that Hello Charlie is a force for good, and we're undergoing independent certification not only so that we can back up our claims, but also so that we can learn where else we can improve on our sustainability journey.

This is just one of Hello Charlie's sustainability initiatives. You can read more on our sustainability page here, or you can drop us an email with any questions that you have to info@hellocharlie.com.au

How do you power Hello Charlie?

We buy 100% Green Power through our electricity provider, Powershop. We choose Powershop because they've been voted Australia's Greenest Power Company by Greenpeace for three years running. 

Not only that, Powershop themselves are a carbon neutral company. Although buying Green Power costs us a bit more, we think that this is an important choice that makes a big difference for the future of our planet. 

This is just one of Hello Charlie's sustainability initiatives. You can read more on our sustainability page here, or you can drop us an email with any questions that you have to info@hellocharlie.com.au  

How do you reduce, reuse and recycle in the office?

We make lots of small efforts to reduce our eco footprint in the office at Hello Charlie, too.

We use only 100% recycled paper in our printers, and we double side and reuse every piece of paper before it goes off to get recycled and repurposed yet again.

We use Who Gives A Crap toilet paper. They're a Certified BCorp company who produce bamboo and 100% recycled toilet paper, and they donate 50% of profits to build toilets for people in need.

Our printer cartridges are recycled, refilled and then sent off to be recycled again.

All our batteries are rechargeable, no single use ones around here.

We use the same products that we sell here at Hello Charlie in our kitchen and bathrooms - for example Dr Bronner's castile soap for handwashing, Koala Eco, Ecostore and Kin Kin naturals for our cleaning products. We use biodegradable dishcloths and scrubbers, too. Plus it helps us to test out the products to let you know which ones we love most!

We have a fridge, kettle, sandwich toaster, toaster and a microwave to encourage our team to bring their own lunch instead of getting a takeaway. There's no plastic wrap in our kitchen - we microwave with a plate or Agreena silicone wrap to cover dishes and prevent splashes instead.

Our mobile phone plan is with Belong, who have Australia's first carbon neutral phone plans.

There are so many little things that we do around here to reduce our eco footprint, as it's second nature to us! Because although these are just little things, we know that they all add up to a big difference.

These are just some of Hello Charlie's sustainability initiatives. You can read more on our sustainability page here, or you can drop us an email with any questions that you have to info@hellocharlie.com.au

Sustainable packaging

We reuse, repurpose, and recycle packaging whenever we can. If we have to buy new, we make sure that it's either compostable, recyclable,

or made from recycled materials.

The biodegradable packing peanuts are made from natural, nontoxic sources, such as wheat and corn starch. They dissolve in water and can

be thrown into compost piles after a single use. We don't buy these, we reuse them from packaging we are sent from our suppliers.

Any plastic packaging that comes from us is repurposed. Any bubble wrap or air pillow cushioning, etc., is all repurposed from orders that we receive from suppliers, or that we collect from personal orders. All our staff and friends collect boxes and packaging for us to reuse!

Clean paper, like tissue paper, butcher's paper, scrunched brown packing paper - all of these get sorted and reused to protect parcels.

We don't get enough clean paper for our needs, so we also buy butcher's paper that's made from recycled newspaper.

If we have to use new satchels, we choose certified compostable satchels from Heaps Good Packaging.

We reuse as many cardboard boxes as we can for packing your orders. Boxes that are too large, or too damaged for us to reuse get collected

and recycled by a specialist cardboard and paper recycler so that we know that it's actually being recycled.

When we need extra cardboard boxes, we get them made locally (right here in Melbourne) so that we can reduce our eco footprint, and of

course the boxes themselves are recyclable. We also have lovely customers who drop them back in to us so we can use them again!

A note on "plastic free" packaging. We don't buy new plastic packaging, and we give feedback to our suppliers that we are trying to reduce plastic packaging in our warehouse. However, sometimes your order will come to you with plastic packaging. Rest assured that we have not bought any of this new, but we think that it's better to reuse the plastic packaging that we received as many times as possible. Throwing away plastic packaging so that we can buy new biodegradable packaging seems wrong to us!

Is your packaging eco friendly?

As an eco friendly company, packaging is important to us. We don't want to add to landfill and the plastic problem. All our packaging is reused and recyclable.

You'll find that our packaging changes from order to order. That's because we reuse everything that we possibly can!

Styrofoam peanuts - we have a supplier that sends our orders packed in these, so we reuse them. They're biodegradable, corn starch based peanuts, and they're reusable.

Boxes - the boxes that we use are usually being repurposed - we collect boxes from everywhere and reuse all the ones that are sent to us. Occasionally, at extra busy times of the year, we buy boxes and they're all recyclable and reusable of course.

Newspaper - we collect newspapers and reuse these to protect your orders.

Bubble wrap - the bubble wrap that we use is repurposed and recycled. The same applies to the air pillow type packaging.

Satchels - our prepaid Auspost satchels are made from polypropylene, which is fully recyclable (even in most council bins these days).

A note on nappy samples - we send nappy samples in compostable satchels, because try as we might, we haven't been able to come up with another way of sending them that's hygienic, won't get damaged on the way, and won't disintegrate if your postie leaves the parcel in the rain. (Paper bags = disaster!) We would love any other suggestions if you have them!

We do our very best to ensure that we're not contributing extra packaging to the environment by repurposing everything we possibly can, and by choosing recyclable (and recycled!) packaging where we do have to buy it.

Unfortunately, parcels get thrown around in the backs of delivery vans, and we figure that it's better to treat them carefully at the start. We don't want to contribute to the environmental disaster by having products that are unusable because they're damaged on the way.

At the same time, we try to balance our packaging with getting your parcels to you quickly and safely :)

If you have any questions or suggestions on packaging, do get in touch. Or perhaps you live nearby and have a pile of boxes and newspaper that you'd like to drop in that we can reuse? We'd be very grateful!

Technical Difficulties

How can I tell if my order has gone through?

If you've placed an order, but aren't sure if it's gone through, check your email for an order confirmation from Hello Charlie. Don't forget to check your junk mail, too!

If you still haven't received an email confirmation, log in to your Hello Charlie account. You'll be able to see your order number under the 'My Orders' tab under 'My Account'.

If there's still nothing there, check your PayPal or credit card statement to see if there's any record of payment.

I can't log in to my account

If you have forgotten your password, you can reset your password by following the instructions here

If you don't receive the email even after resetting your password, it's possible you haven't created a customer account, and have previously checked out as a guest. 

Please note that our mailing list and customer account system are separate, and receiving our email updates does not mean you have a customer account registered with us. Please click the little person icon in the top left hand corner of our website to create a customer account. 

If you do have a customer account but still can't log in after resetting your password, give us a shout at info@hellocharlie.com.au and we'll help you sort it out. 

Unfortunately if you have checked out as a guest with previous orders, we can't add your previous orders to your customer account.

I'm having problems placing my order

If you're having trouble placing an order, it can often be resolved by trying a different browser, or clearing your history. 

You can find instructions on how to do this here: 

Internet Explorer
Firefox
Google Chrome
Safari 

If that doesn't work and you're getting an error message, please write down the error message or take a screenshot. Shoot us an email at info@hellocharlie.com.au with the screenshot, and we can try to figure out what's going wrong. 

You can also visit This Machine to find out what browser version and device you're using (we won't ask for your IP address). 

Errors regarding payment 

Very rarely, the issuing bank verification system or our partner online verification system is down. When this happens, no authorizations or transactions can be processed. These outages generally last for a few minutes, but can last up to an hour. No authorizations or holds on your funds will be processed and nothing will be charged to your card. 

Try placing your order again in an hour or so, perhaps try a different card, or you can even use your card through Paypal by checking out as a guest. If you're still having problems, take a screenshot and send it to us at info@hellocharlie.com.au. We'll do our best to get it sorted for you!

My discount code didn't work

If your discount code hasn't worked, you might need to check: 

  • minimum order value - most of our discount codes have a minimum
    required spend. Check the conditions of the code to see if this is the
    problem.
  • entered correctly - our discount codes are case sensitive. Try copy and pasting it to see if that fixes the problem.
  • expiry date - some of our discount codes have an expiry date. Check to see if it's still valid.
  • only one code at a time - you can only apply one discount code at a time. 

If you're still having problems, please give us a shout before you place your order, as discount codes can't be applied afterwards. We can help you apply it if the code is valid.

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