Shipping & Delivery

  • Can I have my order express posted?

    We know that sometimes you need to get your parcel as quickly as possible, and we’re happy to offer express post to help you out. When you choose express post, we’ll do our best to get your parcel to you as quickly as possible. Depending on where you are and the size of the parcel, this may mean...
  • 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 info@hellocharlie.com.au, 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 Shippit tracking website. You can also find your tracking number by logging into your account. Under view order status, find the order you'...
  • 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; • Adelaide; • Canberra and the ACT; and • Brisbane ...
  • 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. Please note that same day despatch doesn't mean that it will arrive the same ...
  • 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 info@hellocharlie.com.au, or call us on 1300 725 876. We’re here to help!
  • What if my order goes missing?

    If you’re missing a parcel, please get in touch with us and we’ll help you out. If there’s a parcel missing or stuck in transit, we will work with the courier company to find out where your parcel is and get it back on track to your address. We can lodge a 'missing parcel investigation' with Au...
  • When will my order arrive?

    COVID-19 UPDATE: While we are still open and shipping orders during Melbourne's Stage 4 restrictions, adhering to all of the required safety procedures may mean that we can't despatch all of our orders same day. Our amazing team are still shipping orders and haven't missed a deadline yet, but we ...