FAQs

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.

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  

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.   

We sure do!

You can find them right here.  

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.

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.

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.

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.

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!

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.

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.

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!

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.

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.

Use this text to provide answers for your most commonly asked questions.

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.

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.

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.

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!

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.

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.

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
   Afterpay in our checkout.
2. 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.

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.

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. 

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 .

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 .

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 .

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! 

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.

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.

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. 

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’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.

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.

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

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

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: 

• 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.

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. 

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. 

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. Find the order number, click on it and you'll find the tracking details on that page. 

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.s

We offer fast, free shipping to selected metro areas when you spend over $150. Free shipping is available to:

• Melbourne, Geelong and Ballarat metro
• Sydney metro
• Adelaide metro
• Brisbane metro

Delivery costs to these areas are $9.95 for orders under $150.We offer fast, subsidised shipping rates to all other areas of Australia. Delivery costs start at $9.95 and are based on cubic weight.

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 seehow do I track my order.

We are seeing big delays across all postal networks thanks to increased volumes and ongoing lockdowns. 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. 

You can also get an idea of how long average transit times are by having a look at this handy guide 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.

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?