Returns & Exchanges

  • Can I exchange an item that I bought?

    You sure can! Please see '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@hellocharlie.com.au, or jump on to our LiveChat.
  • 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. We can’t accept returns on sale or discontinued items, or incomplete cartons where you’ve opened and used items from the carton. For hygiene reasons, we can't accept retur...
  • 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. For damaged items, please email a photo of the damage within 5 days of receipt to info@hellocharlie.com.au, and we’ll replace or refund this for you. If you have any qu...