Returns & Exchanges

  • Can I exchange an item that I bought?

    It's no problem to return an item at Hello Charlie. 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?

    You're more than welcome to return sale items as long as we're still stocking the product here at Hello Charlie. Find out how, here: How Do I Return An Item? 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 and in a saleable condition. 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 ...
  • 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. For faulty or damaged items, please don't return the items to us until...
  • 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 you'...
  • 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 refund this or give you a store credit. Please note that we must have a photo of the damaged item in order to refund or store credit you. If you have any questions, give us a shout on 1300...
  • No Hassle Returns

    If you’re not happy with something you’ve bought, you’re more than welcome to return it to us within 365 days for a store credit of the amount that you paid for the product. There are some exceptions, but not many, and you can see them here. For damaged items, please email us a photo of the dama...
  • 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,...
  • Who pays for return postage?

    Hello Charlie pays for return postage once we've determined that the item is incorrect or faulty. Please get in touch with us before you return any items to us, as we may not need you to return the item at all. All other returns are paid for by the customer. We've put together some options to m...