What if my order goes missing?

If you’re missing a parcel, please get in touch with us within 7 business days of the estimated delivery date 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 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.

Other couriers are much faster than this, but it can take up to 2 weeks. Please note that most couriers only hold proof of delivery photos in their system for 30 days after delivery, so if you contact us after this time we may not be able to help out. During the COVID-19 pandemic there may be further delays as couriers are dealing with higher than usual volumes, border closures, as well as the need for workers to physically distance.

If your 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.

Rest assured that we’ll work with the courier company on your behalf until it’s fully resolved and you’ve got everything that you ordered. This is all part of our service to you – unlike other companies, we’ll help you every step of the way!

We use third party couriers, and don’t have any control over what the courier company does once the parcel has left our warehouse. All the couriers that we use are excellent, so we ask for your patience while they finish their investigation. Please note that while the courier company is investigating, we can’t resend your parcel or refund you.

Once the investigation is finished and the courier company confirms that your parcel has been lost, we will either resend your parcel or refund you. It’s very rare that parcels are actually lost, though - they do usually turn up reasonably quickly after we lodge an investigation on your behalf.

If we are able to confirm proof of delivery (photo or GPS location data), but you don't have your parcel, in line with the ACCC guidelines the next steps are for you to report this to the police as a stolen parcel. Unfortunately, we cannot be held responsible for stolen parcels.

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!

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