The Base Collective Little Hair & Body Wash Magnesium & Lavender

Returns Policy

• Can I exchange an item that I bought?

  You sure can! Please see 'How do I return an item' (https://hellocharlie.reamaze.comhttp://hellocharlie.reamaze.com/kb/returns-and-exchanges/how-do-i-return-an-item). We don't like to make things hard, so it's the same process ;) If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharli...

• Can I return an item I bought on sale?

  Sorry! Sale items and discontinued items can’t be returned for exchange or refund. If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

• Can I return an item I've opened?

  You can return any item that is in original condition: unopened, unused, and complete with all packaging and instructions. However, if you've opened a carton of nappies or wipes, we'll happily take back the unopened packs, as long as they're in a saleable condition (they don't have to be in the o...

• How do I return an item?

  Login to your account, and find the order using the "Complete Orders" link under the My Account menu. Click the “Return Items” button and fill in the details. We’ll be in touch shortly to help you through the return process. Please don't return the items to us until we've been in touch, as we m...

• I’ve received the wrong item/something is missing?

  If something is missing from your order, please check all your boxes thoroughly first. We often tuck small items in the middle of boxes to keep them safe in transit. We often send items in separate boxes, so please check the tracking to see whether all your parcels have been delivered. If ther...

• My product arrived broken or damaged. What do I do?

  Email a photo of the damaged item to us at info@hellocharlie.com.au within 5 days of receipt, and we’ll replace or refund this for you. If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

• What do I do if my item is faulty?

  Please email a photo of the faulty item to info@hellocharlie.com.au. We’ll be in touch shortly to guide you through the replacement process. 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,...

• What's Hello Charlie's returns policy?

  If you’re not happy with something you’ve bought, you’re welcome to return it to us within 365 days for a full store credit. There are some exceptions, which you can see here (http://hellocharlie.reamaze.comhttp://hellocharlie.reamaze.com/kb/returns-and-exchanges/can-i-return-an-item-ive-opened). For damaged items, please em...

Shipping & Delivery

• Can I have my order express posted?

  You sure can! Just choose Express Post at checkout. For small orders, we use overnight express satchels with Toll DX. We can’t send these to PO Boxes, so please make sure that you choose a home or business address or your order may get held up. Please also note that Toll DX will leave your pa...

• Can my parcel be left if I'm not at home?

  Australia Post will require you to sign for your Hello Charlie parcels by default. If you would rather have your parcel left in a safe place, please let us know in the delivery instructions at checkout by giving an Authority to Leave. Any parcels marked ATL (Authority to Leave) can’t be replaced...

• Can you combine my orders and refund my shipping?

  Unfortunately, it's not possible to combine orders once you've placed them through the website. Once you place your order, we immediately begin processing it through our packing system so that we can get your parcels to you as fast as possible. Our aim is to get your order packed and on the way...

• Do you ship internationally?

  No, not right now. Many of our products are unable to be shipped internationally. If you have any questions, give us a shout on 1300 725 876 or drop us a line at info@hellocharlie.com.au, or jump on to our LiveChat.

• How can I track my order?

  Once your order has been shipped you’ll receive an email with your tracking number. To track your order, just enter the tracking number into the Australia Post tracking website (https://auspost.com.au/parcels-mail/track.html#/track). If you can't see your tracking number, please drop us a lin...

• How do I get free shipping?

  We offer fast, free shipping to selected metro and regional areas when you spend over $100. Free shipping is available to the following areas: Melbourne and all of Victoria; Tasmania; Sydney, Gosford, Wollongong & Newcastle; Adelaide; Canberra & the ACT; Brisbane. All other areas get discounted shipping, which is calculated based on weight.

• I gave an ‘Authority to Leave’ but my parcel was taken to the post office?

  Even if you give 'Authority to Leave', we can’t guarantee that it will be left as requested. Your local postie makes the final decision on whether to leave the parcel as instructed. If your postman has not left the parcel, please get in touch with your local post office to discuss this. If you h...

• My order is taking longer than I expected

  If your parcel is taking longer than you expected, your calling card may have been lost. 1 - Check at the local post office. Sometimes orders are waiting there for collection. If you don't have a collection card, that's no worries - just take some Photo ID down to the post office and collect yo...

• What happens if I enter the wrong delivery address?

  Give us a call on 1300 725 876 as soon as you realise that you’ve entered the wrong delivery address, and we’ll try to catch your parcel before it leaves us. Once your parcel is ‘Awaiting Shipment’ we may not be able to change the address. In this case, AusPost will eventually return it to us, ...

• What happens if I have an old address on my PayPal account?

  Don’t worry! We only use the shipping address you add when you order on Hello Charlie. If there’s no shipping address, we’ll use the billing address you enter. If you have any questions, just give us a shout at info@hellocharlie.com.au, or call us on 1300 725 876. We’re here to help!

• What if my order goes missing?

  If you've tracked your parcel, and it seems to be 'stuck in transit' for longer than expected, please let us know. We can lodge a 'missing parcel investigation' with Australia Post. Please be aware that AusPost won't launch an investigation on slow parcels until 7 business days after shipping, ...

• When will my order arrive?

  We offer same day dispatch on all orders placed before 10am AEST. Most of our parcels are shipped with AusPost's eparcel. This takes 2-3 days to deliver to Melbourne, Sydney, Canberra or Adelaide. If you're in Brisbane or Tasmania, it should take 3-4 days, and if you're in Perth or Darwin, it'l...