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Coronavirus Update

Coronavirus (COVID-19) Update

Latest Update: 24 April

Courier delays

The Hello Charlie team is continuing to get all of our orders out on time. If you order by 10am weekdays, we're getting orders out the door that same day. If you order after 10am, we're getting your order out next business day - the same as our usual despatch times. 

However, we are seeing major delays with Auspost - in some cases it's taking up to 3 weeks to deliver across town. Most other couriers are running just a couple of days late. To get your parcels to you as quickly as we can, we're trying to avoid shipping with Auspost where possible. 

Major delays are also occurring with courier investigations where parcels are delayed or missing. As always, we continue to follow up on these for you, but we can't refund or resend parcels until the investigations are complete. 

It's incredibly frustrating for everyone with such big delays, but we ask for your understanding and for your empathy with frontline workers who are doing their very best to get their orders to you on time. Everyone is doing their best to get the parcels to you as quickly as possible. 

Latest Update: 22 March

As a home delivery service, Hello Charlie is considered an essential business, and we remain open and sending out orders as usual. 

Update: 15 March 

To ensure that there are no interruptions to orders for our customers, we have instituted protective measures both in the warehouse and at our homes to help contain the spread of the virus and make sure our team are healthy. 

Our small team are incredibly busy right now, and we're doing our very best, but we may be slower than usual to reply to your messages - please be patient with us! Our priority is to get our orders out the door on time so that you get them as soon as possible. 

We are holding larger than usual stocks of essentials like nappies and wipes, and are expecting hand sanitisers to be back in stock by the end of the month. We may be temporarily out of stock of some other products, and you can be notified when they are back in the store by entering your email in the "out of stock" notification box on the product page on our website. 

Change to returns & exchanges policy

However, we have taken the decision to change our returns policy in an effort to reduce panic buying and ensure that all of our lovely customers can get what they need. 

You're welcome to buy as much as you want, but in line with many of Australia's large retailers, we will not be allowing returns or exchanges for change of mind or because you've bought too many wipes or your baby has grown out of a nappy size. Please only buy what you need - we have plenty of stock. 

See more about our updated returns policy by clicking this link

Your statutory rights are not affected, of course, and for all other products, our normal 365 day no hassle returns policy applies. And as always, please talk to one of our lovely team if you have any questions. 

Deliveries

As usual, Hello Charlie will continue to deliver Australia wide. All of our parcels have an authority to leave as standard, so if you're self isolating or are social distancing, and don't want to go to the post office, you don't have to. Just leave a comment on your order about the safest place to leave your parcel. 

We are still getting all of our orders out on time, however couriers are experiencing delays of a day or two simply because of the sheer volume of people ordering online at the moment. Please be patient, and be assured that if you have received a shipping notification from us, that your order is on the way.  

Further Reading:

I've gathered some helpful articles about coronavirus from reputable sources. Take a stand against rumours and fake news, and check out these articles: 

Australian Government Department of Heath: Coronavirus Updates

Center for Disease Control & Prevention: Coronavirus Information

World Health Organisation: Coronavirus Updates

 

If you have any questions about anything, we're always here to help. So please, feel free give us a shout by email or on our livechat and we'll do our very best to assist you. 

Vanessa and the Hello Charlie team xx