We want you to be completely happy with your purchases from Hello, Charlie!
We are real people, in a real store. You can come and visit us at our showroom at 17 Brisbane Street in Eltham and chat to us as well as poke, prod and try out all the great stuff!
If you can't get to Eltham, don't worry. Just like a real store, you can return your purchases if you're not happy with them, if you've made a mistake, or even if your baby has outgrown those three packs of nappies you bought last week - we're happy to exchange!
If you believe that the product is faulty, please call us first as we may be able to help you over the phone. We will do our best to avoid having you post the item back to us, and may ask you to email us a photograph instead. Occasionally our suppliers will need to see the actual product, so we will ask you to return it to us. Please note that we cannot provide a refund or replacement where the 'Instructions for Use' have not been followed correctly.
Please note that return postage is the responsibility of the customer, and that 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 your request is urgent, please let us know this as soon as possible.
Our address is Hello, Charlie! 17 Brisbane Street, Eltham, Victoria, 3095. The phone number to call is 1300 725 876, or you may like to email us at firstname.lastname@example.org.
We want you to be completely happy with your purchases from Hello, Charlie! If for any reason you are not 100% happy, you can return it to us in its original condition within 30 days of the date you received the item. Original condition means that the item is unused, unopened and complete with all packaging and instructions.
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
You may like to receive a gift voucher to spend in our store at a later date. We will issue this by email when we receive your goods in original condition. There is no charge for this service, and your gift voucher is valid for 12 months.
You are also welcome to exchange your product, subject to stock availability. Exchanges will incur a $2.50 administration fee, plus the difference in cost between the products and the actual delivery charge back to you. We will call you for your card details, and let you know the total amount to be charged to your card before we send it.
Please note that, just like a real store, customers are responsible for posting items back to us. Although we will deal with your request as soon as possible, we will need up to 5 working days to process returns once we have received your items, especially during busy periods.
After purchasing, you can return an item. Go to 'My Account', then choose the 'Completed Orders' option.
On this page, you will see a button that says 'Return Item(s)'.
Click this button.
Please complete and submit the Return Request.
We'll send you an email immediately, confirming that we have received your return request.
You will then need to return the product to us. When we receive them back, we will notify you by email.
If the item is faulty, we can replace or refund for you, or repair it if possible. If you choose a refund, we can only refund to you in the same way that you paid us.
If the item is not faulty, but you have simply changed your mind, we will issue you with a store credit. Store credits appear on your account the next time you order, and will be deducted from your order total.
You can log into your account at any time to see the status of the return.