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
  • Wipes
  • Hand sanitiser
  • Cleaning products
  • Feminine hygiene products

We want to make sure that products are available for all of our customers, and to discourage panic buying. Please only buy what you need for now, as we will not exchange or provide refunds or store credits if you have changed your mind or if you have bought too many of one size of nappy.  We will continue to review the situation and will keep you updated on our website.

For all other products:
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 have to be in the original carton). Please ensure that the packaging you return your item in in sufficient to prevent damage when it's being returned.

You're welcome to return sale items as long as we're still stocking the product.

For hygiene reasons, we can't accept returns on any personal care items like underwear, deodorants, makeup, skincare, etc, unless it has a hygiene seal that is unbroken. We also don't accept returns on samples.

We want you to be happy, so if we can take it back, we will. Get in touch with us, and we'll talk you through it if you're not sure.

Please note, any refund requests made using Afterpay will incur a 6% fee due which are the non-refundable fees charged by Afterpay to us. As at 1 November 2019, PayPal will no longer be refunding merchant fees on returns. Any refund requests for PayPal after this date will also incur a 2.3% fee, which are the non-refundable fees charged by PayPal.

If you have any questions, give us a shout on 1300 725 876 or drop us a line at, or jump on to our LiveChat.

Sep 25, 2020