Ordering

1. Choose your products and add them to your shopping cart. All prices displayed include GST where applicable.
2. When you are ready to order, click the 'Proceed to Checkout' button in the shopping cart.
3. If you are a new customer, you will need to sign up to ensure that we have all the details we need to be able to deliver your order to you. If you are a returning customer, simply enter your surname and email address and check that your details are still correct.
4. If you have any special requests, please enter them in the 'Order Comments' box and click 'Continue'.
5. Choose your shipping method, and click 'Continue'. Postage will be added to your order.
6. You now have a chance to review your shopping cart. You may edit your shopping cart, edit your address and choose to pay either by credit card or by direct deposit.
7. Once you are satisfied that all your details are correct, click 'Order Now'.
8. If you have chosen to pay by credit card, you will be prompted to enter your credit card details into our secure Payment Page. Please ensure that all details are correct so that we may process your order promptly.
9. If you have chosen to pay by direct deposit, you will see instructions for making payment. Once you have read these, please click the link at the bottom of the page to complete your order.
10. You will receive an order confirmation immediately via email with your order number.

You can track your order by logging in, and clicking on 'My Account'. All current and previous orders are displayed. If you have any questions, please don't hesitate to contact us. We're here to help!

Returns and Faulty Goods

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, and complete with all packaging and instructions. Once we are in receipt of your items back to our warehouse, along with a copy of the completed Returns & Exchanges form, you can choose one of the following:

Gift Voucher

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.

Credit Card Refund

We can also offer you a refund to the credit card that you used to purchase your order. If you would like a refund, we will need your credit card details as our secure system doesn't store these. We will phone you for these details when we receive your products, and issue a full refund for the price you paid for the item, minus a $2.50 administration fee from the cost of the product that you are returning.

Exchange

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 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.

Please print a copy of the Returns & Exchanges form, and return it to us along with the items for return. Click here to open Returns & Exchanges form.

Faulty Products

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.

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 info@hellocharlie.com.au.

Payments

We accept payment by Visa , Mastercard , money order or cheque. All payments must clear before goods are despatched. Cheques should be made out to 'Hello Charlie'.