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We want you to be completely happy with your purchases from Hello Charlie.

We are real people! You can choose to order online, or you can come and pick up your order from our warehouse at 4/30 The Concord, Bundoora, 3083.

If you can't get to Bundoora, 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 that carton of nappies you bought last week - we're happy to exchange!

Faulty Products

If you believe that the product is faulty, please call us or email 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.

If the product is faulty, we will refund the postage costs. If not, the return postage is the responsibility of the customer, so please make sure you call us or email us before you return anything. 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, 4/30 The Concord, Bundoora, Victoria, 3083. The phone number to call is 1300 725 876, or you may like to email us at info@hellocharlie.com.au.

Changed your mind?

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.

Items that can't be returned:

  • sale items
  • discontinued items
  • hygiene items
  • part packs (e.g. partial cartons of nappies or wipes)

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 store credit once we've received and processed the returned item.

Store Credit

You can receive a store credit 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 store credit is valid for 12 months.

To use your store credit, you will need to be logged into your account. Please note that if you use Paypal Express (Checkout with PayPal button), you will not see the store credit. Please click the 'Proceed to Checkout'. You will still be able to pay with Paypal, but you'll be able to apply your store credit this way.  For further instructions, see this page on How to Use Store Credits


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.

How to Return an Item 

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.

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