Hello Charlie Shipping Policy
Welcome to Hello Charlie! We're so glad you're here. Our mission is to make your shopping experience as seamless and enjoyable as possible. We understand how important it is for your goodies to arrive quickly, safely, and affordably. That’s why we’ve created this shipping guide to answer all your questions and keep things simple.
If you have any questions about shipping, don’t hesitate to reach out! You can text us or send an email to info@hellocharlie.com.au—we’re always happy to help.
Shipping Costs and Times
We aim to dispatch all orders* within 1–3 business days after receiving them. Your parcel will be delivered through Australia Post or another trusted courier service.
Same-Day Local Delivery:
- Free local delivery is available for orders over $99 within eligible postcodes.
- Orders below $99 may incur a delivery fee, which will be calculated at checkout.
- You will receive a confirmation email when your order is out for delivery.
- If no one is available to receive the order, we will attempt a safe drop or reschedule delivery.
- Please provide accurate delivery details to ensure a smooth process.
- This local delivery service is currently in trial mode, and we appreciate your feedback to help us improve.
Preorders: Please note that for preordered items, dispatch will usually take 3–7 business days.
3PL Fulfilled Brands: A small portion of our products, including brands like Klean Kanteen Australia, are fulfilled through third-party logistics (3PL) warehouses. For these orders, we will send the fulfillment request to the 3PL warehouse on the next business day after receiving your order. Fulfillment typically takes an additional 1–3 business days.
Free Shipping Reminder: If your order contains a 3PL Fulfilled brand, please note that your cart value may not be eligible for free shipping, depending on the remaining value of your order. As of December 2024, Klean Kanteen Australia is the only 3PL brand we work with. To determine your eligibility for free shipping, please deduct the value of Klean Kanteen products from your cart total.
We appreciate your understanding and patience while we process your orders efficiently and promptly.
For bulky items like nappies, wipes, or furniture, extra shipping costs may apply. Don’t worry—we’ll always contact you first to discuss any additional charges.
If you have any questions or concerns, feel free to contact us. We’re here to help!
Our shipping rates and options are as follows:
Shipping Rates
| Shipping Type | Price (Inc. Tax) |
|---|---|
| METRO Standard Shipping | Free for orders over $119, otherwise Flat Rates Applies on the order |
| METRO Express Shipping | $17.95 (lightweight parcels under 3kg) |
| METRO Express Discount Rate | $14.95 (lightweight parcels under 3kg) , on orders over $149 AUD |
| REGIONAL Freight Charge | Free for orders over $299, otherwise $17.95 |
| REMOTE Freight Charge | Free for orders over $279, otherwise $22.95 |
Our freight and handling fees don’t include insurance, so please let us know if you’d like to arrange additional coverage. Once your parcel leaves our premises, we can’t be held responsible for any damage, loss, or destruction caused during transit.
Where We Ship
We deliver all across Australia! Whether you're in a bustling metro city or a remote countryside location, we’ve got you covered. Here’s a breakdown of our shipping zones and postcodes:
New South Wales (NSW)
- Sydney (Metro - N1): 1000–2263, 2500–2530, 2555–2574, 2740–2786, 2890
- NSW Country (Regional - N2): 0200–0299, 2264–2371, 2373–2459, 2491–2499, 2531–2554, 2575–2647, 2649–2717, 2716, 2720–2730, 2787–2879, 2881–2889, 2891–2898, 2900–2999
Victoria (VIC)
- Melbourne (Metro - V1): 3000–3220, 3335–3341, 3425–3443, 3750–3811, 3910–3920, 3926–3944, 3972–3978, 3980–3983, 8000–8999
- VIC Country (Regional - V2): 2648, 2715, 2717–2719, 2731–2739, 3221–3334, 3342–3424, 3444–3749, 3812–3909, 3921–3925, 3945–3971, 3979, 3984–3999
Queensland (QLD)
- Brisbane (Metro - Q1): 2485, 4000–4299, 4500–4549, 4900–4999, 9000–9299, 9400–9596, 9700–9799
- QLD Country Near (Regional - Q2): 2372, 2460–2484, 2486–2490, 4300–4449, 4550–4699, 9597–9599, 9880–9919
- QLD Country Mid (Remote - Q3): 4450–4499, 4700–4805, 9920–9999, 4806–4899
And More!
South Australia (SA)
- Adelaide (Metro - S1): 5000–5199, 5800–5999
- SA Country (Regional - S2): 2880, 5200–5749
Western Australia (WA)
- Perth (Metro - W1): 6000–6214, 6800–6999
- WA Country South (Regional - W2): 6215–6699
- WA Country North (Remote - W3): 6700–6797
Tasmania (TAS)
- Tasmania (Metro - T1): 7000–7150, 7155–7999
Northern Territory (NT)
- NT Near (N/A - NT1): Currently unavailable
- NT Remote (N/A - NT2): Currently unavailable
Delivery Expectations
Wondering when your package will arrive? Delivery times depend on your location:
- Melbourne Metro: 1–2 business days
- Other VIC areas: 1–4 business days
- Sydney, Adelaide, Tasmania: 1–4 business days
- Other capital cities: 5–6 business days
- Regional and remote areas: 5–8 business days
We’ll always send tracking information once your parcel is on its way so you can keep an eye on its journey.
Pickup Option
Prefer to pick up your order? No problem! We offer a convenient click & collect service at our new address:
3/34 Redland Drive, Vermont VIC 3133
Pickup is available:
- Monday to Friday: 10:00 AM – 5:00 PM
- Closed: Weekends and public holidays
During holiday seasons, special trading hours may apply—check with us if you’re unsure!
What If I’m Not Home?
We want to make sure your parcel gets to you on the first attempt. That’s why all orders are given authority to leave unless you tell us otherwise.
If no one is home, the courier will leave a card or send a text to arrange pickup or redelivery (depending on the courier).
Haven’t Received Your Parcel?
If your parcel hasn’t arrived or if there’s been an issue with delivery, don’t worry. We’re here to help! Contact us at:
- Phone: 1300 725 876
- Email: info@hellocharlie.com.au
We’ll do our best to track it down and resolve the issue as quickly as possible.
Our Commitment to You
At Hello Charlie, we’re all about delivering your orders efficiently, affordably, and sustainably. We’re constantly improving our shipping processes to provide you with the best possible experience.
If you have any questions or need assistance, our friendly customer service team is always ready to help. Thank you for choosing Hello Charlie—we’re thrilled to be part of your journey!