Returns & Exchanges

  • Can I exchange an item that I bought?

    Updated 12 March 2020: Due to unprecedented demand for some of our products, we have decided to make changes to our Refund & Exchange policies. Change of mind refunds and exchanges will not be available on any of the following items purchased from Hello Charlie after 12 March 2020: Nappie...
  • Can I return an item I bought on sale?

    Updated 12 March 2020: Due to unprecedented demand for some of our products, we have decided to make changes to our Refund & Exchange policies. Change of mind refunds and exchanges will not be available on any of the following items purchased from Hello Charlie after 12 March 2020: Nappie...
  • Can I return an item I've opened?

    Update: 12 March 2020 Due to unprecedented demand for some of our products, we have decided to make changes to our Refund & Exchange policies. Change of mind refunds and exchanges will not be available on any of the following items purchased from Hello Charlie after 12 March 2020: Nappies ...
  • 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

    COVID-19 Update: Due to unprecedented demand for some of our products, we have decided to make changes to our Refund & Exchange policies. Change of mind returns and exchanges will not be available on any of the following items purchased from Hello Charlie after 12 March 2020: Nappies Wipes...
  • 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,...