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Order before 10am for same day despatch. Place your orders soon for pre-Christmas delivery!

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.

Payments

Product Questions

Returns & Exchanges

Shipping

Sustainability

Technical Difficulties

COVID-19 FAQS

Hello Charlie has a COVIDSafe Workplace Plan in place, and are fully complying with all requirements. These restrictions are aimed at keeping our staff, customers, couriers and the community at large safe. 

We are following every government health and safety guideline in relation to safe delivery practices and packing, and staff are following social distancing rules and wearing PPE when required. In addition to this, every staff member has their own hand sanitiser, and all staff are washing hands both before, during and after shifts. If an employee is unwell we require them to stay home and get tested until they return a negative result. 

Our team are all fully vaccinated, as per government requirements.

We are actively monitoring any changes to restrictions and monitor our workplace to ensure that all hygiene practices are being strictly upheld and enforced. 

Orders are shipping according to our same day dispatch promise, however, there are times when border restrictions mean that parcels may take longer than usual to reach our customers. We appreciate your patience and understanding as this is out of our control. 

Thank you!  

Border restrictions across Australia do not affect the postal services. All of our couriers continue to ship Australia wide, and are following safe delivery procedures. 

Please be aware that when there are border closures or lockdowns in place, deliveries may be a little slower than normal. We suggest allowing an extra couple of days for delivery.  

Christmas 2021 Shipping Dates

We're getting all orders shipped on time. So if you order before 10am, we'll ship same business day. If you order after 10am, we'll ship next business day. 

Even though we're getting all orders out the door quickly, there are still lots of delays across all courier networks. 

We recommend that you order by 7 December if you're in WA or NT, and by 12 December anywhere else in Australia. This will give you the best chance of getting your order by Christmas. 

For express post, please order by 14 December for WA and NT, and by 19 December for everywhere else. 

Please note that although we'll continue to get orders out the door on time, delivery times are not guaranteed by any of the couriers. 

Click & Collect

Hello Charlie is an online store only. As we don't have a shop front, you're unable to browse our products in person. 

We don't have payment facilities, so if you'd like to pick your order up from our store, please place your order online and we'll have it ready for you the very next business day. 

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.

Place your order online, choose pickup as your delivery method, and we'll have your order ready for collection the very next business day, between the hours of 10am and 4pm.  

As we are classified as a general retail store, you need to be double vaccinated to be able to pick up. If you're not double vaccinated, please choose a delivery option instead. 

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

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

Gift Certificates

Loyalty Programme

It's super easy to refer a friend to Hello Charlie and earn bonus points for yourself, and give them $5.00 off their first order!

To refer a friend, make sure you're logged into your account, then just click on the HC Rewards pop up at the bottom left of the page. If you can't see it on the account page, you can try refreshing the page, or return to the home page.

There are two tabs: rewards and reviews. Click on rewards, then scroll down and you'll see Referrals and a code that you can copy and send to your friend. You can also send it via any of the options below the code, including What's App, Facebook Messenger and email.

There's a quick video here to show you how. 

Things to note: 

  • Your friend needs to use the link provided and the email address that it was sent to
  • The coupon is only for new accounts with Hello Charlie and first time orders
  • Points are automatically allocated to your account when their order is processed
  • Friend's voucher is valid on orders over $25 (excluding shipping)

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 :)

Show us how you use it!

Earn 150 points for uploading a photo of you using the products that you've purchased.

Photos need to be approved for the points to be rewarded, and please ensure that it does show the product. Please note that by sharing these with us, you are giving us permission to use them on our instagram or social media accounts. You can share one photo a week and earn points. Thank you, because these are also really 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.
  • We reserve the right to cancel or change the loyalty programme at any time.

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.

Here's a quick video overview of how our rewards programme works.

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.

You’ll find more info on how to earn rewards right here: http://hellocharlie.reamaze.com/kb/loyalty-programme/rewards-programme

Log in to your Hello Charlie account and click on the HC Rewards Club button at the bottom left.

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. Just scroll down the pop up to see more.

Troubleshooting:

If for some reason you can't see that pop up, try clicking on a page away from the "my account" page as that often helps.

Check that you haven't blocked pop ups from Hello Charlie.

And finally, try clearing your cache and history.

Under our old Loyalty Programme, your rewards were automatically applied as store credits to your account.

You can still use any store credits that you accumulated, and you will automatically start to accumulate points with our new programme the next time that you order with Hello Charlie.

With our new Loyalty Programme instead of store credit, you redeem vouchers that you apply at checkout.

Ordering

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!

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.

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 4pm, 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.

Log in to your Hello Charlie account. On the 'My Account' Page, you'll be able to see on the left hand side whether you have a store credit to apply.

When you're ready to check out, choose the 'Proceed to Checkout' button.

Make sure you don't choose the 'Checkout with PayPal' button, as that will take you to the PayPal checkout, which doesn't recognise Hello Charlie store credits.

You'll still be able to pay using PayPal when you choose the 'Proceed to Checkout' button, and you'll be able to use your store credit as well.

When you've entered your address details and get to the payments section, you'll see a box down the left that asks you if you'd like to use your store credit as payment. If you don't have enough store credit, you'll be asked how you'd like to pay for the balance. You can choose any of our payment methods here, including PayPal.

We've got a helpful video right here to walk you through store credits.

Store credits never expire, so you can use it with us whenever you place your next order. If you want to save them up, that's okay, too. You can choose to pay with your store credit whenever you want!

Please note that store credits can only be redeemed for purchases, and have no cash value. Store credits can only be redeemed by the email address on the account, and are not transferrable.

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.

No worries! Reset it at any time by going to 'My Account' or 'Sign In'. Click the link that says 'Forgot Your Password', and enter your email address.

You will receive two emails - the first to confirm that you have requested a password change, the second with your new password.

Copy and paste this password into the sign in page, along with your email address. Once you're logged back into your account, you'll be able to change your password.

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

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. 

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

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.

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.

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!

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.

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.

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.

All orders placed by 10am AEST are despatched same day. 

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. Please note that as of 16th August 2021 we have temporarily suspended our click & collect options in order to comply with tighter restrictions. We will review in two weeks, or as soon as restrictions are eased. 

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.

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

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.

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.

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 Newborn 2-4kgs
  • Bambo Nature Mini 3-6kgs
  • Ecoriginals Newborn 4-6kgs
  • Seventh Generation Size 1 4-6kgs
  • Moltex Newborn 2-4kgs
  • Muumi Newborn 2-5kgs
  • Tooshies by TOM Newborn under 5kgs 

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

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.

Returns & Exchanges

It's no problem to return an item at Hello Charlie. 

Please see 'How do I return an item'. We don't like to make things hard, so it's the same process ;)

You're more than welcome to return sale items as long as we're still stocking the product here at Hello Charlie. 

Find out how, here: How Do I Return An Item?

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 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.

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.

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.

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.

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 through the replacement process. 

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.   

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. There are some exceptions, but not many, and you can see them here.

For damaged items, please email us a photo of the damage within 5 days of receipt, and we’ll refund you or give you a store credit.

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. PayPal no longer refunds merchant fees on returns. Any refund requests for PayPal 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.

Please email a photo of the faulty item to info@hellocharlie.com.au

We’ll be in touch shortly to guide you through the replacement process.

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.

Hello Charlie pays for return postage once we've determined that the item is incorrect or faulty. 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

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

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: 

  • No PO Boxes or Parcel Lockers for express orders
  • 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.

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. 

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. 

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. Under view order status, find the order you're after and click 'view order details'. At the bottom of the page you'll find your tracking number.

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

We offer fast, free shipping to selected metro and regional areas when you spend over $100. Free shipping is available to:

  • Melbourne and all of Victoria;
  • Sydney, Gosford, Wollongong & Newcastle;
  • Adelaide;
  • Canberra and the ACT; and
  • Brisbane

We subsidise shipping to the following areas. Delivery costs are based on weight:

  • Regional Qld, Gold & Sunshine Coasts;
  • Albury and NSW country;
  • Tasmania;
  • Western Australia;
  • South Australia country; and
  • Northern Territory

We no longer send to PO Boxes and Parcel Lockers. Please ensure that we have a street address so that we can get your order out to you as fast as possible.

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 see how do I track my order.

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.

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?

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. In this case, 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.

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.

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.

Sustainability

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.

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

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

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

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  

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

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!

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

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.

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.

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!

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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