FAQs

MADE TO ORDER

Most items at charlie and lulu are 'made to order'. This is clearly marked in the Description of all items. It includes anything that is personalised such as plushies, snugglies and clothing. 

Current turnaround time on most items** is approximately 2 weeks. This time may be extended during peak times such as Easter, Mother’s Day, Father’s Day and Christmas. If you order before the cut off then your order WILL be shipped in time for the occasion. If at all concerned please message via the website PRIOR to ordering.

** The exceptions are the Birth Announcement Cushions and Pillowcases - current processing time on these is approximately 3 weeks. This time can not be sped up at all so please allow enough time if ordering for a special occasion.

If quicker times are required please contact us through our Contact Us page to see if it's possible prior to ordering.

Please note that if you choose Express Shipping then this applies to the shipping component only! Processing times still apply for anything that is made to order.

SHIPPING POLICY

DOMESTIC

All items (plushies, blankets, etc) will have their postage calculated based on weight and destination. Postage starts at $8.95 for standard post under 500 grams and $11.95 for express post under 500 grams. (Most plushies weigh under 500 grams for 1.)

I use Australia Post and will ship "ready-to-sell" items within 2 business days of your payment clearing, "made-to-order" items are dependent on manufacturing times - see above for current turnaround times.

The standard shipping charges quoted are for regular mail and should arrive within 2-8 business days within Australia. If express shipping is chosen then your parcel will be posted with Australia Post with express post. This will deliver the parcel in the shortest possible timeframe - generally 1-2 days. However these timeframes are guides only and Australia Post does not guarantee delivery within these timeframes. charlie and lulu will not be held responsible for late deliveries or loss or damage relating to late deliveries.

Please note that if you choose Express shipping then this applies to the shipping component only! Items that are 'made to order' will still have a manufacturing lead time as stated above.

Tracking is now automatically included with your order!

If your package does not turn up in the expected timeframe please contact me and I will endeavour to rectify the situation. However, please be aware I will not consider a parcel 'lost' in the post until it has been a full 30 days from the date of shipping.

In the case of 'lost' parcels the items will be replaced like for like. Refunds will only be given if a replacement is not able to be made.

INTERNATIONAL

International shipping is now available to the United States and Canada. Parcels will be sent by Australia Post's Standard Shipping - this will include tracking. Delivery time estimate is 6 or more days.

Please keep delivery estimates in mind if ordering for a special occasion such as a birthday, Easter or Christmas. Delivery estimates can especially be unreliable during peak parcel delivery times such as Christmas or during extreme weather events. charlie and lulu will not be held responsible for late deliveries or loss or damage relating to late deliveries.

Shipping to other international destinations is not available at this time.

charlie and lulu do NOT cover the cost of any custom fees/import duties into ANY country. It is your responsibility to be aware of any extra fees payable in your country for international deliveries.

If your package does not turn up in the expected timeframe please contact me and I will endeavour to rectify the situation. However, please be aware I will not consider a parcel 'lost' in the post until it has been a full 30 days from the date of shipping.

In the case of 'lost' parcels the items will be replaced like for like. Refunds will only be given if a replacement is not able to be made.

REFUNDS & EXCHANGES

Refunds are not provided for change of mind.

Customer satisfaction is very important to me. If there is something you are not happy with please make contact within 30 days of receiving the product to discuss any issues and possible options.

Please read the Sizing Guide if you're uncertain about which size to order.

If a refund is agreed to then a 10% processing fee may be applied at the company's discretion and will be withheld from the refund amount. 

DISCLAIMER

From time to time fabrics used in appliqués, brands and shades of thread, and brands of towels used may need to be changed depending on availability. Every effort will be made to ensure similar colours are used to those shown in any product photography. Please be aware that if the same product is ordered on separate occasions then there may be minor variances between the products received with regards to the matters mentioned above.