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?
We want your orders to get to you as fast as possible, so all our orders have an Authority to Leave by default.
If you DON'T want us to leave your parcel, you must let us know at checkout.
Any parcels marked ATL (Authority to Leave) can’t be replaced if they go missing, so this option is at y...
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 firstname.lastname@example.org, or jump on to our LiveChat.
How can I track my order?
Once your order has been shipped you’ll receive an email and an SMS 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).
You can also find your tracking number by loggin...
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:
• Melbourne and all of Victoria;
• Hobart and all of Tasmania;
• Sydney, Gosford, Wollongong & Newcastle;
• Canberra and the ACT; and
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...
Same Day Despatch
Place your order by 10am Melbourne time, and we'll have your parcel out the door and on it's way to you that very day!
Orders placed after 10am, or on weekends and public holidays are shipped on the next business day.
To find out when you can expect your parcel to arrive, have a look here: Whe...
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, the parcel will eventually be returned to...
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 email@example.com, 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...