Frequently asked questions, answered clearly.

Possibly, but only if the order has not progressed too far. Reply to the order confirmation as quickly as possible with the order number and requested change. Once picking, packing, pickup preparation or dispatch has started, changes and cancellations cannot be guaranteed.

Address changes may be possible before dispatch. Send the complete corrected address immediately and include the order number. After a parcel has entered the carrier network, redirection depends on the carrier and may not be available.

Sometimes, but it depends on whether either order has entered packing. Place the additional order if necessary, then reply promptly with both order numbers. Combining parcels or refunding a second shipping charge is not guaranteed once fulfilment has started.

Hello Charlie accepts major card payments including Visa and Mastercard, together with PayPal, Afterpay and Shop Pay where those options appear at checkout. The payment services shown on the checkout screen are the currently available methods for that order.

Check the code spelling, expiry date, minimum spend, eligible products and whether the offer is limited to first-time customers or one use per customer. Bulk nappies, clearance items, selected brands, gift cards or other promotions may be excluded. See the Pricing Policy and the offer terms shown when the promotion was issued.

Hello Charlie uses fair everyday pricing and runs genuine promotions from time to time. Current first-order offers, minimum spends and exclusions can change. Use the terms shown on the website banner, signup offer or Pricing Policy rather than an older code found elsewhere online.

First check spam, junk and promotions folders and search for “Hello Charlie”. The email address may also have been entered incorrectly. A payment appearing on a bank account does not always confirm that checkout completed successfully, so keep the payment reference if the confirmation cannot be found.

A preorder is paid for at checkout but dispatch waits for incoming stock. Preordered items usually need around 3–7 business days before dispatch unless the product page states another timeframe. An order containing both in-stock and preorder items may be held until everything is available.

Many eco, baby and independent-brand products have smaller or less predictable supply runs. A restock date is only reliable once stock is confirmed by the supplier. Use any back-in-stock option shown on the product page, or browse the same category for an available alternative.

Most in-stock orders are prepared for dispatch within 1–3 business days. This processing period is separate from the carrier’s delivery time. Preorders, bulky products, stock checks, split fulfilment and peak periods can take longer.

Typical transit estimates are 1–2 business days for Melbourne metro, 1–4 business days for many Victorian, Sydney, Adelaide and Tasmanian addresses, 5–6 business days for other capitals, and 5–8 business days for regional or remote areas. These are estimates, not guaranteed arrival dates. See the current Shipping Policy.

Published standard rates currently include metro shipping from $10.95, regional shipping from $18.95 and remote shipping from $24.95. Eligible metro orders over $129 receive free standard shipping, while regional and remote thresholds differ. Bulky items and separately fulfilled products can be excluded. Checkout is the final calculation.

Express shipping is offered for eligible lightweight metro parcels when it appears at checkout. The published express rate is $17.95, or $14.95 for eligible orders over $169. Express changes the carrier service after dispatch; it does not remove warehouse processing time.

A tracking email is sent after the parcel has been dispatched and entered the carrier system. The original order confirmation is not a dispatch notice. If an order is split, each parcel may have its own tracking number.

Orders may be split because of parcel size, bulky items, available stock or third-party fulfilment. Separate parcels can leave on different days and use different carriers. Check every tracking email before assuming part of the order is missing.

Orders are generally sent with authority to leave where the carrier identifies a suitable safe place. If safe delivery is not possible, the carrier may card the parcel, redirect it to a collection point or follow its own redelivery process.

Check all entrances, safe places, building reception, household members and nearby neighbours. Review any delivery photo or map information supplied by the carrier. If the parcel still cannot be found, keep the order number and tracking number ready so the delivery can be investigated.

Check the latest tracking event first. For damage, photograph the outer packaging, label and affected items before disposing of anything. Provide the order number, tracking information and photographs promptly so Hello Charlie can review the shipment and work with the carrier. Australian Consumer Law rights are not excluded.

Carriers price parcels by destination, weight and physical dimensions. Large nappy or wipe cartons can occupy substantial vehicle space even when they are not especially heavy. Remote surcharges and non-standard freight can therefore apply outside the normal free-shipping calculation.

Hello Charlie’s published standard shipping policy covers Australian addresses. If an overseas destination is not offered at checkout, it is not available through the normal online shipping service. Product, carrier and customs restrictions can also prevent international delivery.

Shop online, choose Pick Up at checkout and wait for the separate Ready for Pickup notification. The first order confirmation only confirms that the order was received. Full instructions are on the Click & Collect page.

Orders placed before 11:00 am are usually prepared the same day. Orders placed after 11:00 am are usually prepared on the next business day. These are typical timeframes rather than guarantees. Wait for the Ready for Pickup notification before travelling.

Yes. After the Ready for Pickup notification is sent, the order can be collected from the dedicated on-site shed 24 hours a day, seven days a week. The pickup shed is at the front of Unit 1, 18 Amay Crescent, Ferntree Gully VIC 3156.

The warehouse is usually staffed from 10:30 am to 2:30 pm on Monday, Tuesday, Thursday and Friday. Pickup is not limited to these hours.

Technically, nothing. Before leaving, carefully confirm the customer name, order number and details on every bag or box. This prevents taking another customer’s order or accidentally leaving one part of a multi-box order behind.

Yes. They should know the customer name and order number shown in the Ready for Pickup notification and must check all bags or boxes before leaving.

Change-of-mind returns are generally considered when the product is unused, unopened and in its original saleable condition. Return shipping costs may apply. Some hygiene-sensitive, personal-care, clearance or opened products may not be eligible for change-of-mind return. This does not limit rights for faulty goods.

Keep the item, order packaging and shipping label, then photograph the issue clearly. Provide the order number and describe what was received. The appropriate solution may be a replacement, refund, repair or another remedy depending on the product and Australian Consumer Law.

Use the Contact page or reply to the order email with the order number, product name and reason for return. Do not send a parcel back before receiving return instructions.

A refund is processed after the return or claim has been assessed. Once issued, the time taken to appear depends on the original payment provider and bank. Refunds normally return to the original payment method rather than a different card or account.

Change-of-mind eligibility can be limited for clearance products, especially where this is stated before purchase. A discount does not remove consumer rights when a product is faulty, unsafe, not as described or otherwise fails a statutory guarantee.

Hello Charlie considers ingredients, materials, brand transparency, manufacturing information, certifications, packaging, durability and practical usefulness. Different categories require different questions. Read How We Choose Products.

Safer choice describes a product that aligns more closely with Hello Charlie’s ingredient, material, transparency and use preferences for its category. It is not an official safety classification, medical guarantee or claim that every alternative is unsafe.

The range focuses on more considered baby, kids and household options, but those marketing words do not have one universal meaning. Not every product is organic, plastic-free, vegan, zero-waste or made only from natural materials. Check the product page for the specific features that matter to your family.

Hello Charlie looks beyond front-of-pack words such as natural, clean, plant-based and biodegradable. The review may consider the full formula, material percentages, certification scope, supplier documents and whether the claim applies to the whole product or only one component.

Yes. The Ingredients Standards explain whole-formula review, categories generally avoided or scrutinised, and ingredients that need case-by-case context. The policy is an editorial framework, not medical or regulatory advice.

Yes. Manufacturers can reformulate, change suppliers or update packaging without creating a completely new product listing. Always check the current label when managing an allergy or sensitivity. Hello Charlie updates reviews and Cheat Sheets when meaningful changes are verified.

No product can be guaranteed for every person. Dermatologically tested, hypoallergenic, natural or fragrance-free does not eliminate all possible reactions. Check the current ingredient list, patch test where appropriate and seek professional advice for known allergies or medical concerns.

No. Hello Charlie carries vegan and cruelty-free options, but the complete range is not represented as vegan. Ingredients such as beeswax, lanolin, dairy-derived components or animal-derived fibres may appear in some categories. Check the individual product and certification information.

No. Plastic can be used for hygiene, moisture barriers, product safety, durability or lower product weight. Hello Charlie considers the complete purpose and available alternatives rather than treating all plastic as identical. See the Sustainability page.

The best nappy is the one that fits your baby, manages the required absorbency and aligns with your ingredient, certification, environmental and budget priorities. Use the Eco Nappies Cheat Sheet for a broader comparison.

Disposable nappies are made from several layers and are generally not fully biodegradable in ordinary landfill. Some components may be plant-derived or biodegradable under suitable conditions, but elastics, fasteners, absorbent polymers and barrier layers complicate disposal.

Superabsorbent polymer, or SAP, is the absorbent material that locks liquid into the nappy core. In normal use it is enclosed within the nappy rather than sitting loose against the skin. A nappy can contain SAP and still be assessed as a strong option; the full materials, impurities, construction and certifications matter.

Use the weight guide as a starting point, then check the real fit. The waistband should sit securely without deep marks, leg cuffs should be opened outward and there should not be large gaps around the thighs. Frequent leaks, blowouts or a low rise can indicate that the size or shape is no longer suitable.

Hello Charlie offers sample and smaller-pack options for selected nappy brands and sizes where stock is available. Sampling can help with shape and fit, although one or two nappies may not fully test overnight absorbency or ongoing skin compatibility.

Yes. Bulk nappies and bulk wipes are available across selected brands and sizes. Bulk pricing, promotional exclusions and freight treatment can differ from ordinary single-pack products.

Many eco-positioned nappies avoid added fragrance or lotion and use dermatological or allergy-related testing, which may suit some families. No nappy can guarantee that irritation will not occur. Fit, wetness, friction, change frequency, wipes and skincare products can all affect the nappy area.

Eco Rewards lets eligible customers earn and redeem rewards under the current program rules. Log in with the same email used for orders so the account can identify eligible activity. Check the Hello Charlie Rewards page for current earning, expiry and redemption terms.

Yes. Hello Charlie digital gift cards are available in a range of values and are delivered electronically, making them suitable for last-minute gifts. Shop the Hello Charlie Gift Card.

Store gift cards and reward benefits are normally used toward eligible purchases and are not cash products. Any remaining gift-card balance stays attached to the card for later use, subject to its terms and applicable law.

Promotion combinations depend on the specific offer and Shopify checkout rules. Unless an offer clearly says it can be combined, assume that exclusions or one-code limits may apply. The discount shown before payment is the amount applied to the order.

Yes. Hello Charlie is an Australian wholesaler and distributor for selected brands, including Bambo Nature eco nappies and HEVEA natural-rubber baby products. Wholesale availability, minimums and account terms are provided through the Wholesale page.

Yes. Hello Charlie supplies selected nappies, wipes and baby products to early learning and childcare services, with business ordering and delivery arrangements based on location and volume. See Early Learning Centres.

Bulk products can be purchased through the online store where stock and checkout delivery are available. Centres needing repeat supply, mixed-carton arrangements, account terms or scheduled delivery should use the childcare enquiry process.

Brands should use the New Product Submissions page and provide complete product, ingredient, material, wholesale and certification information. Submission does not guarantee that a product will be stocked.

Email info@hellocharlie.com.au, call 1300 725 876 or use the options on the Contact page. For an existing order, include the order number and the email address used at checkout.

The current contact page advises allowing up to two business days for an email response. Warehouse work, weekends, public holidays and peak periods can affect timing. Sending repeated messages through several channels can make the same request harder to track.

Hello Charlie can help compare product features, ingredients, materials, nappy fit and available alternatives. Recommendations are general product guidance, not medical diagnosis or personalised health advice. The Blogs and Cheat Sheets also provide detailed comparisons.

Hello Charlie uses Shopify and selected service providers to process orders, payments, delivery and communications. Card information is handled through secure payment providers rather than used as ordinary store data. Read the current Privacy & Security Policy.

Hello Charlie is an Australian online retailer operating from Ferntree Gully in Melbourne, Victoria. The warehouse pickup address is Unit 1, 18 Amay Crescent, Ferntree Gully VIC 3156. It is a warehouse and pickup location rather than a conventional walk-in retail store.