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, or 10 business days if you're in Perth.

Each missing parcel is assigned a unique case number by AusPost and may take up to 2-4 weeks to locate.

If the parcel was delayed due to an incorrect or incomplete address, the item should eventually be returned to us. To have this parcel resent to the correct address, there is a flat $9.95 postage fee.

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!