Click & Collect
Do you have a shop front?
Hello Charlie is an online store only. As we are a warehouse rather than a shopfront, we don't have products on display for browsing.
We don't have payment facilities onsite, so if you'd like to pick your order up from our store, please place your order online and choose pickup. We'll have it ready for you the very next business day and you can collect it 9am to 3pm Monday, Tuesday, Thursday or Friday at our warehouse.
Please visit our website at www.hellocharlie.com.au and our blog to check out our great range of products and brands and all the useful information we have to help you decide on which products are the best for you and your family. Our awesome team is always happy to help with product recommendations or advice, so get in touch and we'll help out.
Do you have local pickup?
Place your order online, and choose pickup as your delivery method. Order by 10am for same business day pickup, or after 10am for next business day pickup. We'll have your order ready for collection between the hours of 9am and 3pm, Monday, Tuesday, Thursday and Friday. We're closed Wednesdays and weekends.
Check our opening hours over the Christmas period, here.
Come to our roller door during pickup hours, and we'll have your order ready for you to collect.
Can't see the pickup option at checkout? You'll find it on the customer details page, under Delivery method.
If you have any questions, please give us a shout at info@hellocharlie.com.au
What if I can't collect my pick up order?
We hold click and collect orders for 30 days after you place your order.
After 30 days, we will return the items to stock, and will issue you with a store credit minus our handling and restock fee of $10.
You can also choose to have your order shipped for a flat rate of $9.95 for orders under $150, or free for orders over $150 within metro Melbourne.
Gift Certificates
Do you do Gift Certificates?
We sure do!
Gift certificates are emailed directly to the recipient. Please make sure that you type the recipient’s email address correctly, because you won’t get a copy. You’ll just receive the invoice to let you know that it’s gone through.
If you would prefer it to be emailed to you, put your name in the ‘recipient email’ field.
We have a helpful video here to show you how to buy gift cards.
If you want to print your gift certificate out and put it in a card, you can simply email it to yourself.
Loyalty Programme
How do I earn points with the Hello Charlie Rewards Programme?
When you’re logged into your account to shop, you’ll earn 5 points for every dollar that you spend. You can continue to accumulate points until you're ready to claim your reward.
There are lots of ways to earn rewards at Hello Charlie!
Sign up for an account
Get a 2000 point bonus for all new customers signing up for an account (redeemable immediately).
Go shopping
Earn 5 points for every $1 that you spend at Hello Charlie.
Buy in bulk
Earn 1500 bonus points when you order over $250 in a single transaction (excluding tax and shipping).
Review your purchases
Everyone finds reviews helpful, and now you can earn 80 points for every review of a product that you've purchased.
Reviews need to be approved for the points to be rewarded, and please ensure that it's a helpful review (one or two word reviews won't be approved). You can do up to 10 reviews a day, and you'll need to be logged into your account to do the reviews. Thank you, because these really are helpful for everyone :)
Get social
Want to get social? You can earn 80 points for following us on Instagram or Facebook, too.
Refer a friend
Refer a friend and you'll earn a bonus 2000 points when they place their first order with Hello Charlie (only applies if you refer a friend who isn't already a customer).
Ts & Cs of the Loyalty Programme
- Reward points are only applied to your account if you’re logged in when you shop, and can’t be applied retrospectively.
- Points generally take around 24 hours to show up on your account after we’ve shipped your order.
- You don’t earn points on tax or shipping.
- Points are earned and redeemable by the e-mail address on the account only. Accounts can't be merged, so please stick with one email address.
- Points are non-transferable.
- Points may only be redeemed for purchases and have no cash value.
- Points are accumulated by current purchases only.
- Please play fair. If you don’t, we reserve the right to remove points or cancel an account at any time.
- Points are valid for 2 years after the date of purchase.
- We reserve the right to cancel or change the loyalty programme at any time.
How do I use the Hello Charlie rewards programme?
To join, just create an account with Hello Charlie, and you'll earn reward points every time you shop. It's that simple!
If you already have an account with us, you're already earning rewards and you don't need to do anything else.
To redeem your rewards, jump on to the rewards page. You'll need to be logged in to your account, and you'll be able to see your points and be able to redeem them.
A couple of things to note:
- You need to be logged in to your account to earn points
- You can't transfer points between customer accounts, so please make sure that you're using your correct email address and that you're logged in to your account before you order
- Your points apply to your account about 24 hours after your order has shipped.
Your reward points accumulate until you claim your reward. There are loads of ways to earn rewards, including shopping with us and reviewing products that you’ve purchase. You can easily see your points when you’re logged in to your account and see how many you need to redeem for your reward.
How do I see my points on the Rewards Programme?
Log in to your Hello Charlie account and then jump on to the rewards page.
You'll be able to see your points right there. You can also redeem rewards, and even keep track of rewards that you've redeemed but haven't spent yet.
Ordering
Are all your products in stock?
If it's on our website, it's in our warehouse!
Occasionally, we'll run out of stock before we can update our website. In the rare occasions that this happens, we'll let you know before we ship your order. We'll ask if you'd rather:
- wait until all your products are in stock before we ship your order (usually only a couple of days); or
- cancel the out of stock products and give you a credit for these.
We will always let you know before we ship your order.
If we don't have a product in stock, you'll see a button that says "Out of Stock: Email Me When Available". Add your email address and we'll let you know as soon as the item is back on our shelves!
Can I cancel or change my order?
Once you place your order, we immediately begin processing it through our system so that we can get your parcels to you as fast as possible. We know that busy parents need their stuff as quickly as possible, so our same day despatch policy means that we can't make any changes to your order once you've placed it.
If you’ve changed your mind on something that you’ve ordered, you’re more than welcome to send it back to us for a store credit. Please note that we don’t pay for return postage in this case.
How do I place an order?
Jump on to www.hellocharlie.com.au and order away!
If you can add it to cart we have it in our warehouse and we're always here to or answer any product questions you have.
Drop us a line at info@hellocharlie.com.au, or jump on to our live chat. Our office hours are 9am to 3pm, Monday to Friday AEST.*
*But not public holidays. We're probably catching up on laundry on public holidays :) Or trying to get our kids to take a shower. Or walking the dog. Maybe even spending time with our families. You get the idea.
How do I use my store credit?
Store credits work in the same way as gift certificates. We'll email you a code to use next time you shop. And if you don't use the whole of your store credit, no problem, just use the same code again until it's all used up.
We can't apply store credits after you've placed your order, so don't forget to apply it at checkout.
Store credits are valid for 12 months from the date of issue. If you can't find your code, no worries. Just get in touch with us and we can email it to you again.
Please note that store credits can only be redeemed for purchases, and have no cash value. However, as long as you have the code, anyone can use it.
As always, if you've got any questions, send us an email or jump on to our live chat and we'll help out!
I forgot to apply my discount code
Oops!
Unfortunately, we can't apply discount codes after orders have been placed. But if it's a loyalty coupon or a gift certificate, you'll be able to use in next time you order, remember your loyalty coupons are stored for you so you don't have to worry about keeping them.
I've forgotten my password
No worries! Reset it at any time by going to 'Log in' at the top right corner of our website. Click the link that says 'Forgot Your Password', and enter your email address.
Don't forget to check your junk mail if the reset seems to be taking a while to come through.
If for some reason you don't receive an email, please get in touch with us. Hotmail addresses are notorious for filtering to junk, but this is a hotmail issue and not one that we can resolve (although we've tried!). We can change the email address associated with your account if hotmail isn't working for you.
If you're still having issues with your password or email address, just give us a shout and we'll help out.
Frequently asked question
Use this text to provide answers for your most commonly asked questions.
What does my order status mean?
We like to keep things simple around here, but sometimes our software just hasn't got the message. You just can't get the staff these days ... *
So if you're wondering what your order status actually means, here's our handy guide:
Unpaid - we're waiting on payment, perhaps for your PayPal e-cheque to clear.
Pending - we're waiting on something before we can send your order. If this is news to you, check your email and your voicemail - we'll have been trying to get hold of you.
Unfulfilled - we've got your order, and we're packing it and getting it ready to go.
Ready for Pickup - your order is waiting for you at our Bundoora warehouse. Drop by and grab it between 9am and 3pm, Monday, Tuesday, Thursday or Friday. We're closed Wednesdays and weekends.
Fulfilled - your order is on the way to you!
If you've got an order status that isn't what you were expecting, or it just doesn't make sense, give us a shout at info@hellocharlie.com.au or feel free to jump on to our livechat during office hours.
*Actually you can, and we have. We have the best staff in the world. It's those pesky software guys who can't get the staff.
Payments
Credit Card Safety
Our online payment methods use the latest in encryption technology, and we don’t store or save your payment information.
Once your order is confirmed, your payment is processed in real time, and the funds will be transferred immediately. You’ll be notified straight away as to whether your payment has been successfully processed.
Alternatively, you can pay through PayPal’s send money if you don’t want to use your credit card. You’ll find more information about our payment methods here.
Do you have Afterpay, Zip Pay or PayPal Pay In 4?
We have Afterpay. It's available for order over $100, and you'll see this come up as a payment option when you get to checkout.
We also have PayPal Pay In 4, which is available for orders over $30. It will also come up as a payment option when you get to checkout.
Please note, any refund requests made using Afterpay will incur a 6% fee due which are the non-refundable fees charged by Afterpay to us. As at 1 November 2019, PayPal will no longer be refunding merchant fees on returns. Any refund requests for PayPal after this date will also incur a 2.3% fee, which are the non-refundable fees charged by PayPal.
How do I get discounts?
Create an account at Hello Charlie and you'll get a bonus 2000 rewards points that you can turn into a $5.00 discount on your first order!
Check out our bulk purchases where you can get great discounts. Buy your nappies and wipes in bulk cartons and save!
Don't forget, every time you login to your account to check out, you earn loyalty points that can be converted to gift vouchers!
How do I pay for my order?
Credit Cards
We accept Visa, Mastercard, and Amex.
Paypal
Paypal is an option at checkout. You can login to use your account, or if you don't have an account select the pay with a card option and enter your credit card details.
We're now offering PayPal Pay In 4.
Afterpay
We also accept Afterpay on orders over $100. When your cart is over $100, Afterpay will appear as one of the payment options.
How Do I Use Afterpay?
Choose Afterpay at checkout and pay for your order in 4 interest free instalments. All you need is a credit card for instant approval. There are no fees or application forms. Afterpay is available for all orders over $100.
After you complete checkout, we'll ship your order as usual. Here's how it works:
- choose Afterpay as your payment method, using your existing credit card.
- complete your checkout in seconds, and you'll get instant approval online.
- we'll pack and ship your order as usual.
- you pay in 4 instalments - pay fortnightly, but get your order straightaway.
Frequently asked questions
1 - What do I do if I have a problem with my Afterpay account?
Please get in touch with Afterpay directly to sort out any issues relating to your Afterpay account.
2 - Are there any fees with Afterpay?
Afterpay doesn't charge customers any fees when purchasing. If there aren't enough funds on your card to make a payment on time, Afterpay will charge you a $10 fee, and if you're still overdue one week later, you'll be charged a $7 fee. Please note that these are not fees from Hello Charlie, and we don't have any control over these.
For more details, and for any other Afterpay questions, please see the Afterpay Help.
3 - What happens if I want to return items bought with Afterpay?
You're more than welcome to return any items that you bought with Afterpay. Have a look at our returns policy here for our T's & C's.
Please note, any refund requests made using Afterpay will incur a 6% fee due which are the non-refundable fees charged by Afterpay to us.
I can't place my order with Afterpay?
There are a couple of reasons why you may not be able to place your ordering using Afterpay.
- 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. - Afterpay may be declining your order. You can see more information on their website here.
- Afterpay may think that you have placed too many orders. There's more info here on their website about this.
Check your Afterpay account to see if your order is declined, or if they think you have placed too many orders.
My order hasn't shipped yet
All orders placed by 10am AEST are despatched same day on Mondays, Tuesdays, Thursdays and Fridays. We're closed Wednesdays and weekends.
If you check your order history and your order hasn’t been sent yet, you may need to check the following:
Has your order been paid?
If you’ve paid via PayPal echeque, please note that this can take up to 10 days to clear, although it’s usually around 5.
Have you chosen pickup as your shipping method?
If your order confirmation email says that your shipping method is pick up, we’ll have your order ready for you at our warehouse.
Give us a shout if you chose pickup by mistake and you can simply pay for shipping and we'll get it sent out to you.
Is there a problem with your order?
If there is, you can be sure that we’ll have called or emailed you, so please check your inbox and your voicemail. We may be holding your order until we can get further instructions from you.
PayPal Pay In 4
We're now offering PayPal Pay In 4. It's available on orders over $30, and will come up as an option at checkout alongside the normal PayPal option. You'll see the PayPal "P" and the words "Pay In 4" or "Pay Later".
Your payment is split into four, where you make the first payment
immediately, and the rest in three payments - one every three weeks.
Frequently asked questions
1 - What do I do if I have a problem with my PayPal Pay In 4 account?
Please get in touch with PayPal directly to sort out any issues relating to your PayPal account.
2 - Are there any fees with PayPal?
PayPal doesn't charge customers any fees when purchasing. There are no late fees and no interest charged.
For more details, and for any other PayPal questions, please visit the PayPal website.
3 - What happens if I want to return items bought with PayPal?
You're more than welcome to return any items that you bought with PayPal. Have a look at our returns policy here for our T's & C's.
Please note, any refund requests made using PayPal will incur a 2.3% fee which are the non-refundable fees charged by PayPal to us.
There's more information on the PayPal website here.
For more information, or for questions about PayPal Pay In 4, please get in touch with PayPal.
Product Questions
Are your nappies biodegradable?
We often get asked whether our nappies are biodegradable. While all disposable nappies are at least partly biodegradable, they all (including eco nappies) contain non biodegradable plastic parts as well. Right now, there's no disposable nappy that's fully biodegradable.
We also get asked whether you can compost nappies. First of all, health and safety regulators in Australia don't recommend composting products with bodily fluids or excrement, because it's a health risk. Secondly, because of the plastic parts, you won't be able to fully compost them anyway, and home composts rarely get hot enough to cope with the amount of disposable nappies that a baby goes through.
If you'd like more information, you'll find an article here on our blog about whether eco nappies are biodegradable .
Do you have samples?
We're happy to be able to offer samples of some of our products. You'll find samples of all of our range of eco disposable nappies here .
Although we don't have wipes samples for sale, many brands offer travel packs which are great to way to try some eco baby wipes before you commit to a whole pack. You'll find travel sized packs of eco baby wipes here .
How many nappies are in your sample packs?
We offer samples of all our eco nappies and eco training pants brands. For new parents, we've also got a newborn nappy samples box, with all of our newborn sized nappies. You'll find all our nappy samples here .
Our individual eco nappy and training pant samples contain two nappies.
The newborn nappy sample box has two of each of:
- Bambo Nature XS 2-4kgs
- Bambo Nature Size 1 3-6kgs
- Ecoriginals Newborn Plus 3.5-5kgs
- Moltex Newborn 2-4kgs
- Muumi Newborn 2-5kgs
- Noopii Newborn up to 5kgs
We also add samples of our bestselling wipes, too! Sample type depends on availability, but may include Wotnots, ecoriginals or JAK Organics.
As a bonus, we pop in some lovely baby skincare samples too. It's perfect for trying a few different eco products before your newborn arrives.
You can find the newborn nappy samples box here .
The ingredients are different on the product I received
While we do everything that we can to keep the ingredients on our website up to date, there are times that what we have in stock will be different to what's on our website.
If there's an ingredient that you're trying to avoid, please get in touch before you place your order as we can't refund product costs or shipping once you've placed your order.
Of course, we still offer our 365 day change of mind store credits!
Returns & Exchanges
Can I return an item I've opened?
We offer you no hassle returns. If you’re not happy with something you’ve bought, you’re more than welcome to return it to us within 365 days for a store credit of the amount that you paid for the product.
You can return any item that is in original condition: unopened, unused, and complete with all packaging and instructions and in a saleable condition. If you've opened a carton of nappies or wipes, we'll happily take back the unopened packs, as long as they're in a saleable condition (they don't have to be in the original carton). Please ensure that the packaging you return your item in in sufficient to prevent damage when it's being returned.
You're welcome to return any sale items as long as we're still stocking the product.
For faulty or damaged products, please see our faulty products information.
For hygiene reasons, we can't accept returns on any personal care items like reusable training pants, deodorants, makeup, skincare, etc, unless it has a hygiene seal that is unbroken. We also don't accept returns on samples or baby formula, or anything that we've flagged on the website as being short dated.
We also don't take returns on items that are discounted because they are close to their best before date. These are always clearly marked on our website.
We want you to be happy, so if we can take it back, we will. Get in touch with us, and we'll talk you through it if you're not sure.
How do I return an item?
It's easy! You'll need the order number and the email address under which you placed your order.
Go to our returns page here and complete the details. Follow the steps through, and then we’ll be in touch within 1 business day to help you through the return process.
For faulty or damaged items, please don't return the items to us until we've been in touch, as we may not need you to return it to us :)
Please note, any refund requests made using Afterpay will incur a 6% fee due which are the non-refundable fees charged by Afterpay to us. As at 1 November 2019, PayPal will no longer be refunding merchant fees on returns. Any refund requests for PayPal after this date will also incur a 2.3% fee, which are the non-refundable fees charged by PayPal.
Our lovely team will always do their best to help you out, but please note that we may apply a processing fee of $5 for change of mind returns.
I’ve received the wrong item/something is missing?
If something is missing from your order, please check all your boxes thoroughly first. We often tuck small items in the middle of boxes to keep them safe in transit.
We often send items in separate boxes, so please check the tracking to see whether all your parcels have been delivered.
If you've received the wrong item, please send us a photo of your order, along with your order number and we'll get this sorted out for you asap.
If there are any problems with your order, please forward a copy of your order confirmation to info@hellocharlie.com.au within 5 days of receipt, and we’ll help you get it sorted.
My product arrived broken or damaged. What do I do?
Email a photo of the damaged item to us at info@hellocharlie.com.au within 5 days of receipt, and we’ll refund this or give you a store credit.
Please note that we must have a photo of the damaged item in order to refund or store credit you.
No Hassle Returns
If you’re not happy with something you’ve bought, you’re welcome to return it to us within 365 days for a store credit of the amount that you paid for the product.
You can return any item in original condition: unopened, unused, and complete with all packaging and instructions and in a saleable condition. If you've opened a carton of nappies or wipes, we'll happily take back the unopened packs, as long as they're saleable (they don't have to be in the original carton). Please ensure that the packaging you return your item in is sufficient to prevent damage when it's being returned.
You're welcome to return any sale items as long as we're still stocking the product.
For hygiene reasons, we can't accept returns on any personal care items like reusable training pants, deodorants, makeup, skincare, etc, unless it has a hygiene seal that is unbroken. We also don't accept returns on samples or baby formula, or anything that we've flagged on the website as being short dated.
We want you to be happy, so if we can take it back, we will. Get in touch with us, and we'll talk you through it if you're not sure.
Our lovely team will always do their best to help you out, but please note that we may apply a processing fee of $5 for change of mind returns.
What do I do if my item is faulty?
Go to our returns page here and complete the details. Follow the steps through, attach a photo and then we’ll be in touch within 1 business day to help you through the faulty items process.
Please don't return the items to us until we've been in touch, as we may not need you to return it to us :)
It may take us up to 10 business days to process a refund or replacement for faulty items. We will do our best to make this process as fast as possible, but we do need to speak to our suppliers, and occasionally, to allow them time to send us parts or a replacement.
Who pays for return postage?
Hello Charlie pays for return postage once we've determined that the item is incorrect or faulty, and that we need it back. Please get in touch with us before you return any items to us, as we may not need you to return the item at all.
All other returns are paid for by the customer.
We've put together some options to make it easier and cheaper to return parcels. You can create and pay for a return label for either Couriers Please or Australia Post. And you can also track the parcel to confirm that we've received it.
The Australia Post returns portal: https://return.auspost.com.au/HELLO_CHARLIE
Couriers Please Ezy Send https://www.couriersplease.com.au/tools-ezysend