Shop online
Add the products you need to your cart. The online store remains open 24/7.
Hello Charlie Click & Collect
Order online. Pick up when it is ready.
Shop online at any time, choose Pick Up at checkout and wait for our Ready for Pickup notification. We aim to make same-day preparation available where possible. Once your order is ready, you can collect it from our dedicated on-site pickup shed at any convenient time, 24/7.
At a glance
- Online shopping is available 24 hours a day, seven days a week.
- Orders placed before 11:00 am are usually prepared for same-day collection.
- Orders placed after 11:00 am are usually prepared on the next business day.
- Once ready, collect from our dedicated pickup shed at any time, 24/7.
Shop 24/7
Place your order online whenever it suits you.
Before 11:00 am
We will usually aim to have it ready the same day.
After 11:00 am
It will usually be ready on the next business day.
Please wait for the Ready for Pickup notification
Your order confirmation only confirms that we have received the order. It does not mean the parcel is ready. Once we send the separate Ready for Pickup notification, your order can be collected from the on-site pickup shed at any convenient time, including outside staffed warehouse hours.
How Click & Collect works
Four simple steps.
The checkout process stays simple. The only important difference is that you need to wait for the Ready for Pickup notification before arriving.
Choose Pick Up
Select the Pick Up option during checkout and complete payment as usual.
Wait for readiness
We will prepare the order and send a separate email when it is ready to collect.
Collect from the pickup shed
After receiving the Ready for Pickup notification, collect from the dedicated shed at the front of our Ferntree Gully warehouse at any convenient time, 24/7.
Collection location
Pick up from the dedicated shed at our Ferntree Gully warehouse.
Our warehouse is usually staffed from 10:30 am to 2:30 pm, but pickup is not limited to those hours. Once your order is ready, we place it in the dedicated on-site pickup shed at the front of the warehouse, where it can be collected at any convenient time, 24 hours a day and seven days a week.
Warehouse staffed hours
Usually 10:30 am–2:30 pm on Monday, Tuesday, Thursday and Friday
Pickup availability
24 hours a day, seven days a week after your Ready for Pickup notification
Pickup location
Dedicated collection shed at the front of the warehouse
When to collect
Any convenient time after your order has been marked ready
Hello Charlie warehouse
Unit 1, 18 Amay Crescent
Ferntree Gully VIC 3156
The dedicated pickup shed is located on-site at the front of the warehouse. Before leaving, please double-check the customer name, order number and all bags or boxes to make sure you have collected the complete correct order.
Click & Collect FAQ
Before you place or collect an order.
These answers explain the difference between placing an order, having it prepared and receiving permission to collect it.
When will my Click & Collect order be ready?
Orders placed before 11:00 am are usually prepared for collection on the same day. Orders placed after 11:00 am are usually prepared on the next business day.
These are typical timeframes rather than guarantees. The actual timing can change depending on warehouse workload, stock checks, closures and our work schedule. Please rely on the Ready for Pickup notification.
Can I collect my order as soon as I receive the order confirmation?
No. The first email confirms that your order was successfully placed. We will send a separate Ready for Pickup notification after the products have been located, checked, packed and placed in the collection shed.
Can I modify my order after placing it?
Changes can usually only be considered before the order has entered packing. Reply to your order confirmation or contact us as soon as possible and include the order number.
Once an order has been packed or marked ready, we cannot guarantee changes. For additional products, the simplest option may be to place a second Click & Collect order.
Can I change a delivery order to Click & Collect?
We may be able to change it before dispatch, but this cannot be guaranteed. Once a parcel has been processed or handed to a carrier, it cannot be converted to warehouse collection.
Can I collect outside warehouse staffed hours?
Yes. The warehouse is usually staffed from 10:30 am to 2:30 pm, but the dedicated pickup shed is available 24 hours a day, seven days a week.
You must first wait for the Ready for Pickup notification. After that notification has been sent, you can collect at any time that is convenient for you, including evenings, early mornings, weekends and public holidays.
Can someone else collect the order for me?
Yes. They should know the customer name and order number shown in the Ready for Pickup notification. They should also check every bag or box carefully before leaving the pickup shed.
What should I bring when collecting?
Technically, you do not need to bring anything. Your order will be placed in the dedicated pickup shed after it has been marked ready.
Before leaving, please double-check the customer name, order number and all order details shown on every bag or box. This helps prevent collecting the wrong order or accidentally leaving part of your order behind.
Are all online products available for Click & Collect?
Products shown as available online can generally be selected for collection unless the product page or checkout says otherwise. An order can take longer if a stock check or another warehouse issue needs to be resolved.
What happens if same-day collection is not possible?
We will prepare the order at the next practical opportunity and send the Ready for Pickup notification when it is available. Same-day collection is something we aim for, not a guaranteed service window.
Place the order when it suits you. Collect only when it is ready.
This flexible approach helps us offer convenient local collection while working around the practical demands of a small warehouse.