Skip to content

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

FAQs

Shipping & Delivery

Article heading

Open tab

Use these articles to answer questions that customers have about your products and services. You can use text, links and images and also group articles into categories.

COVID-19 FAQS

Are you operating with a COVIDsafe plan?

Open tab

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 either fully or partly vaccinated.

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.

Do border restrictions mean that I can't order from Hello Charlie?

Open tab

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.

Gift Certificates & Wishlists

How can I buy a gift certificate?

Open tab

You can buy a gift certificate from $20 up to $1500 and any amount in between.

You can find Gift Certificates right here: https://www.hellocharlie.com.au/giftcertificates.php

Alternatively, you can find them at the top right of the Hello Charlie website. Click on Gift Certificates, and fill in the details.

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.

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

Terms & Conditions of Gift Certificates
Gift certificates are like cash – they can be used to buy anything in the Hello Charlie store, including shipping costs and sale items.

They’re valid for three years from date of purchase, and they can’t be refunded or replaced. We can, however, resend the Gift Certificate or we can email you the code again if you can't find the original email.

Got questions? Give us a shout on 1300 725 876, drop us a line at info@hellocharlie.com.au or jump on our Live Chat.

How can I check the balance on a gift certificate?

Open tab

You can check the balance on a Gift Certificate here, you'll need your gift certificate code handy.

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

How do I create a wishlist?

Open tab

Create an account or login to your account here.

Once you've logged in to your account, you'll see a tab named 'Wishlists'.

Click on the tab, and you can create your wishlist. You can even get a link that you can share with friends (*hint, hint).

Whenever you log in to your account, you’ll be able to add items to your wishlist by clicking on the ‘add to wishlist’ button at the right of the page.

See more on our video, here.

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

How do I redeem a gift certificate?

Open tab

To redeem a gift certificate at Hello Charlie, just follow these steps.

You need your unique gift certificate code, which is part of the gift certificate that was emailed to you as an attachment. It will look something like Z50-Y6K-COS-402.

Click the 'View Cart' link to view the contents of your shopping cart.

When you're ready, type your gift certificate code in to the 'Redeem Gift Certificate' box and click 'Go'.

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

How do I share my wishlist?

Open tab

When you log in to your account, you’ll be able to add items to your wishlist by clicking on the ‘add to wishlist’ button at the right of the page.

Click this button, and you’ll be taken to your wishlist, where you can see all the items in your list.

You’ll also see a link that says ‘share this wishlist with my friends’. Copy and paste this link into an email, and email it to anyone you’d like to share your list with.

Here's a short video to show you how to create and share your wishlists.

Please note that friends don’t have to create an account, but can simply order as a guest. While viewing your wishlist, they can add items to their cart and purchase it. They can even opt to have it sent straight to you!

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

Customer Service

Do you have a shop I can visit?

Open tab

We're an online only store, so you're unable to browse our products in person or place your order at our warehouse.

You're more than welcome to place an order for click & collect if you don't wait to wait for delivery.

Article heading

Open tab

Use these articles to answer questions that customers have about your products and services. You can use text, links and images and also group articles into categories.

Article heading

Open tab

Use these articles to answer questions that customers have about your products and services. You can use text, links and images and also group articles into categories.

Article heading

Open tab

Use these articles to answer questions that customers have about your products and services. You can use text, links and images and also group articles into categories.

Loyalty Programme

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

Open tab

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.

As always, if you've got any questions, give us a shout at info@hellocharlie.com.au, call us on 1300 725 876 or jump on to the live chat.

How can I refer a friend and earn points?

Open tab

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)

As always, if you have any questions, please give us a shout at info@hellocharlie.com.au or jump on to our livechat and we can help you out!

How do I join the Hello Charlie rewards programme?

Open tab

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

If you have any questions, give us a shout on 1300 725 876, drop us an email at info@hellocharlie.com.au or chat with us on our LiveChat.


How do I see my points on the Rewards Programme?

Open tab

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.As always, if you've got any questions, give us a shout at info@hellocharlie.com.au, call us on 1300 725 876 or jump on to the live chat.

What happens to my old rewards?

Open tab

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.

As always, if you have any questions, give us a shout on 1300 725 876, drop us an email at info@hellocharlie.com.au or chat with us on our LiveChat.

Ordering

Are all your products in stock?

Open tab

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!

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

Can I cancel or change my order?

Open tab

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.

As always, if you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

How do I place an order?

Open tab

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.

Just give us a call on 1300 725 876. Our office hours are 9am to 4pm, Monday to Friday AEST.* or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

*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?

Open tab

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.

As always, if you've got any questions, give us a shout at info@hellocharlie.com.au, call us on 1300 725 876 or jump on to the live chat.

I forgot to apply my discount code

Open tab

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.

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

I've forgotten my password

Open tab

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.

If you're still having dramas with your password or email address, just give us a shout on 1300 725 876 or email us at info@hellocharlie.com.au

What does my order status mean?

Open tab

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:

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

Awaiting Fulfillment - we've got your order, and we're working on it right now!

Awaiting Shipment - we're packing your order and getting it ready to go. Just waiting on the couriers to drop by.

Awaiting Pickup - we've got your parcel in our warehouse ready. for you to collect, and we can't wait to see your smiling face!

Complete or Shipped - your parcel is on the way.

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.

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 on 1300 725 876. Or you can jump on our livechat on the website, or email us at info@hellocharlie.com.au.

*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.

Packaging

Is your packaging eco friendly?

Open tab

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!

Payments

Credit Card Safety

Open tab

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.

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

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

Open tab

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.

If you have any questions, you can drop us a line at info@hellocharlie.com.au, call us on 1300 725 876 or jump on to our livechat.

How do I get discounts?

Open tab

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!

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

How do I pay for my order?

Open tab

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.

If you have any questions, just give us a shout at info@hellocharlie.com.au, or call us on 1300 725 876. We’re here to help!

How Do I Use Afterpay?

Open tab

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.

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

I can't place my order with Afterpay?

Open tab

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

2. Afterpay in our checkout.
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.

Otherwise, please email us on info@hellocharlie.com.au, jump on to our live chat, or give us a call on 1300 725 876 and we can help you out!

My order hasn't shipped yet

Open tab

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.

As always, if you have any questions, get in touch at info@hellocharlie.com.au, on 1300 725 876, or by jumping on to our livechat at www.hellocharlie.com.au.

PayPal Pay In 4

Open tab

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.

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

Pick Up

Can I pick up from Hello Charlie?

Open tab

We know that our lovely local customers want to be able to click & collect, but it’s been difficult for us with staff shortages and increased workloads. So we’ve created a booking system for pickups. While it’s not as convenient as our normal hours, it means that we can guarantee that someone will be here during these times.

Please book your pickup time here: https://calendly.com/hello-charlie-pickups/hello-charlie-pickups

We won’t have your pickup order available outside these hours, so please do make sure to arrive during your chosen pickup time.

Please note that we’re operating a “no mask, no pickup” policy to keep our staff and other customers safe. We’ll also require you to check in before you pick your order up.

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

We don't have any browsing or payment facilities, so orders can't be placed on the spot, and they must be placed ahead of time and booked in so that we can make sure that we have your order ready to go :)

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

Do you have a shop front?

Open tab

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

Please visit our website at www.hellocharlie.com.au and our blog, www.hellonaturalliving.com
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, just give us a call on 1300 725 876 or jump on to LiveChat.

You're welcome to click & collect from our warehouse in Bundoora. Just place your order online and choose "pickup" as your delivery option. We'll send you a link to a booking form so that you can choose your pickup time. We don't have any payment facilities, so orders can't be placed on the spot.

The warehouse address is:
4/30-31 The Concord
Bundoora Vic 3083

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

How do I collect my order?

Open tab

We know that our lovely local customers want to be able to click & collect, but it’s been difficult for us with staff shortages and increased workloads. So we’ve created a booking system for pickups. While it’s not as convenient as our normal hours, it means that we can guarantee that someone will be here during these times. You can book your pickup time through the link on your order confirmation.

Alternatively, once you’ve placed your order online, you can book your pickup time here: https://calendly.com/hello-charlie-pickups/hello-charlie-pickups

We won’t have your pickup order available outside these hours, so please do make sure to arrive during your chosen pickup time.

Please note that we’re operating a “no mask, no pickup” policy to keep our staff and other customers safe. We’ll also require you to check in before you pick your order up.

Pull up at 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

Product Questions

Are your nappies biodegradable?

Open tab

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.

Don't forget, if you've got any questions, you can always give us a shout at info@hellocharlie.com.au, on 1300 725 876 or jump on to our live chat.

Do you have samples?

Open tab

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.

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

How many nappies are in your sample packs?

Open tab

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
• Moltex Newborn 2-4kgs
• Muumi Newborn 2-5kgs

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.

As always, if you've got any questions, give us a shout at info@hellocharlie.com.au, on 1300 725 876 or jump on to our livechat.

Returns & Exchanges

Can I exchange an item that I bought?

Open tab

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 ;)

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

Can I return an item I bought on sale?

Open tab

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?

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

Can I return an item I've opened?

Open tab

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.

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.

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

How do I return an item?

Open tab

Login to your account, and find the order using the "Complete Orders" link under the My Account menu. Click the “Return Items” button and fill in the details.

We’ll be in touch shortly 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 you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

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

Open tab

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.

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

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

Open tab

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 have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

No Hassle Returns

Open tab

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.

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

What do I do if my item is faulty?

Open tab

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.

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

Who pays for return postage?

Open tab

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 & Delivery

Can I have my order express posted?

Open tab

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.

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

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

Open tab

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.

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

Can you combine my orders and refund my shipping?

Open tab

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.

As always, if you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

Do you ship internationally?

Open tab

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

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

How can I track my order?

Open tab

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.

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

How do I get free shipping?

Open tab

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.

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

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

Open tab

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.

If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

My order is taking longer than I expected

Open tab

There are still times when postal networks across Australia are experiencing delays thanks to ongoing issues caused by COVID-19. 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.

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.

Still need help?
Give us a shout at info@hellocharlie.com.au, call us on 1300 725 876 or jump on to our livechat.

Same Day Despatch

Open tab

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?

As always, if you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

What happens if I enter the wrong delivery address?

Open tab

Give us a call on 1300 725 876 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 ‘Awaiting Shipment’ we may not be able to 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 have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

What if my order goes missing?

Open tab

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.

If you have any questions, just give us a shout at info@hellocharlie.com.au, or call us on 1300 725 876. We’re here to help!

When will my order arrive?

Open tab

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.

Still need help?
Give us a shout at info@hellocharlie.com.au, call us on 1300 725 876 or jump on to our livechat.

Sustainability

Do you offer carbon neutral delivery?

Open tab

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?

Open tab

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?

Open tab

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?

Open tab

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?

Open tab

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?

Open tab

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.

Our office furniture has all been bought second hand rather than new.

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

Open tab

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!

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

Technical Difficulties

How can I tell if my order has gone through?

Open tab

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 can see a record of payment, you may have entered your email address incorrectly. Please give us a shout on 1300 725 876 or email us
at info@hellocharlie.com.au and we'll help you sort it out.

I can't log in to my account

Open tab

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.

As always, if you have any questions, please give us a shout at 1300 725 876 or drop us a line at info@hellocharlie.com.au.

I'm having problems placing my order

Open tab

If you're having trouble placing an order, call us on 1300 725 876 and we'll sort it out with you.

If you're getting an error message, please write down the error message or take a screenshot. That way we can work 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).

Sometimes it's the browser causing problems with orders. Try clearing your browser cache, as this usually fixes the problem. You can find instructions on how to do this here:

Internet Explorer
Firefox
Google Chrome
Safari

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 give us a shout on 1300 725 876, or email us at info@hellocharlie.com.au.

My discount code didn't work

Open tab

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.

Give us a shout on 1300 725 876, drop us a line at info@hellocharlie.com.au, or jump on to our Live Chat.

Close (esc)

Popup

Use this popup to embed a mailing list sign up form. Alternatively use it as a simple call to action with a link to a product or a page.

Age verification

By clicking enter you are verifying that you are old enough to consume alcohol.

Search

Added to cart