Frequently Asked Questions

🛒 Orders & Payments

Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast dispatch. If you need to make changes, please contact us as soon as possible. While we can’t guarantee changes, we’ll always do our best to help.

What payment methods do you accept?
We accept all major payment methods including Visa, Mastercard, PayPal, Afterpay, and Shop Pay.

Do you offer discounts or promo codes?
We focus on honest pricing — no inflated RRPs or fake discounts. From time to time, we do run genuine promotions and seasonal offers.

🚚 Shipping & Delivery

How long does delivery take?
We dispatch from Melbourne with most orders sent within 1 business day.
Estimated delivery times:

• VIC Metro: 1–2 business days

• NSW/SA/ACT: 2–4 business days

• QLD/WA: 3–6 business days

Do you offer free shipping?
Yes — we offer free shipping on orders over a certain value (check our banner for current offers).

Can I track my order?
Absolutely. Once your order is dispatched, you’ll receive a tracking link via email.

Do you offer local pickup?
Yes! Local pickup is available from our warehouse in Vermont, VIC. You’ll receive instructions once your order is ready.

What if my parcel is delayed or lost?
While delays are rare, they can happen. If your order hasn’t arrived within the expected timeframe, contact us and we’ll sort it out for you — no runaround.

🌱 Products & Sustainability

What makes your products eco-friendly?
We carefully select products that are:

• Free from harmful chemicals (like BPA, parabens, phthalates)

• Made from sustainable or natural materials

• Backed by trusted eco certifications where possible

Are your nappies safe for sensitive skin?
Yes. Brands like Bambo Nature are dermatologically tested and recommended for sensitive skin, with no perfume or unnecessary additives.

Do you only sell eco products?
That’s our focus. Every product is vetted to meet our safety, sustainability, and quality standards.

How do I know your products aren’t greenwashing?
We don’t just rely on marketing claims — we look at ingredients, certifications, and brand transparency. If it doesn’t meet our standards, we don’t stock it.

🔄 Returns & Happiness Guarantee

What is your Happiness Guarantee?
If you’re not satisfied with your purchase, we’re here to help. We offer a flexible return policy in line with Australian Consumer Law.

Can I return a product if I change my mind?
Yes — as long as the item is unused, unopened, and in original condition. Return shipping costs may apply.

What if I receive a faulty or incorrect item?
We’re really sorry if that happens — and we’ll fix it fast.
Contact us and we’ll arrange a replacement, refund, or solution straight away.

How do I start a return?
Simply reach out to our team with your order number and we’ll guide you through the process.

👶 Nappies & Subscriptions

Which nappy brand is best for my baby?
It depends on your priorities — eco impact, skin sensitivity, fit, or budget. Our team is always happy to recommend options tailored to your needs.

Do you offer bulk discounts for nappies?
Yes — we offer competitive pricing for bulk purchases, especially for childcare centres and regular users.

Do you supply childcare centres?
We do! We work with many centres across Australia with reliable supply, transparent pricing, and local support.

📦 Stock & Availability

Why is an item out of stock?
We prioritise quality over mass stocking, and some eco brands have limited supply. If an item is out of stock, feel free to contact us for restock updates or alternatives.

Do you offer pre-orders?
Occasionally, yes — especially for popular products. Delivery timeframes will always be clearly stated.

💬 Customer Support

How can I contact you?
You can reach us via email or our contact form — and you’ll always get a real human response.

How quickly do you respond?
We aim to respond within 1 business day (often much faster).

Do you offer product advice?
Absolutely. Whether you’re choosing nappies, toys, or eco home products — we’re here to help.

🇦🇺 About Hello Charlie

Where are you based?
We’re proudly based in Melbourne, Australia.

Why shop with Hello Charlie?

• Trusted eco retailer with thousands of happy customers

• Carefully curated, genuinely safer products

• Fast dispatch & real customer support

• No greenwashing — just honest recommendations

💚 Our Promise

We’re not here to sell you everything — just the right things.
Better for your family, and better for the planet.