Square Payments
We accept all major credit cards via Square Payments. Square payment processing keeps your transactions safe and secure.
Paypal
When you initiate the checkout process and select Paypal, you’ll have the option to pay with a debit or credit card, even if you don’t have a PayPal account. If you have a Paypal account, you can also login to use your Paypal balance.
Afterpay
The Charmily & Co product range is proudly made in Brisbane, Australia, to order. Each product is custom created according to your design specification and dispatched within 2-4* weeks.
A confirmation email will be sent to the email address used when placing your order, and then when your shipment has been dispatched. Occasionally we ship items separately, in this instance, you will not be charged any additional shipping cost.
Charmily & Co uses auspost for all australian & international deliveries.
Please Note: the processing time is additional to the postage time and Selecting Express postage will not change our turn around time for your order, only the time it takes to arrive once posted.
Shipping & Handling Costs
Our orders post from Birkdale or Burpengary, in queensland, Australia.
Australian Orders
Standard Postage charges are a flat rate of $9.95*
Express Post is a Flat Rate of $14.95*
Enjoy FREE STANDARD POSTAGE on all orders over $150*
*Excludes bulky & large items.
Bulky standard flat rate of $20.00
bulky express flat rate of $40.00
estimated Delivery Times
for the most up to date delivery estimate time-frames, please visit the auspost website: https://auspost.com.au/service-updates/domestic-delivery-times
Please Note: any estimated time FRAMES noted from auspost are AN ESTIMATE & TO BE USED AS A guide only, WE ARE NOT ABLE TO GUARANTEE DELIVERY WILL BE DELIVERED WITHIN THESE TIMES, AND NOT EXPERIENCE ANY unexpected DELAYS. For delivery times between specific points, please visit the auspost website for current updates on any delivery delays.
Please also keep in mind, the processing time is additional to the postage time.
International Shipping
please visit our etsy shop to purchase with an international postage address. shop on our etsy store here: etsy.com.au/shop/charmilyco
Visit the Auspost website for additional information on estimated delivery times: https://auspost.com.au/sending/send-overseas/international-standard
Order Tracking
All orders are sent with parcel tracking, and You can track Your parcel via Australia Post’s tracking system.
to find your tracking details; Please login to your Charmily & Co account or in your confirmation of dispatch email.
If you’re unable to find your tracking information once you have received your Dispatch Confirmation Email (or your order is showing dispatched within your account), please email us and we can assist in providing you your tracking details.
do you offer guaranteed delivery or can it be delivered on a certain date?
We appreciate your understanding that postage and delivery times are completely out of our control once they have been collected from us by Auspost, and we are unable to guarantee delivery dates for this reason – please use your tracking information to keep updated on your parcels arrival.
Unfortunately, we are unable to schedule your parcel to be delivered on a specific date.
Please also keep in mind that During certain times, there may be additional delays due to peak postage times, or unexpected service delays, for example Christmas, etc.
PO Box Delivery
Yes, we deliver to PO Boxes and parcel lockers.
What happens if I’m not home when the order is delivered?
All orders are registered with the Australia Post tracking system and can not be left unattended at the premises, unless it’s a safe to do so. For more information; please visit Auspost.com.au
If your address doesn’t have a safe place to leave your parel, your postie will leave a “missed delivery” card with the details of where and when you can collect the parcel from the Post Office.
We suggest electing to have parcels sent to you, or a family member’s workplace to ensure that someone will be available to accept the delivery, if not at home during business hours.
IF THE ReCEIVER/addressee IS ABSENT or unavailable UPON DELIVERY ATTEMPTS, and your parcel can’t be left in a safe place, YOUR parcel WILL BE HELD AT A LOCAL post CENTER awaiting collection by the receiver/addressee. Parcels WILL BE HELD FOR approx 14-30 DAYs(this may differ from each location/postal service, please check your local postal service website for further details on the hold process and time-frames). AFTER WHICH, IF THE receiver/addressee FAILS TO PICK UP THE PARCEL FOR ANY REASON within the awaiting collection hold time-frame, THE parcel WILL BE DEEMED undeliverable/ABANDONED and initiated to be RETURNED TO THE SENDER (RTS: Charmily & Co) and upon it’s return, additional postage fees will be required to resend your order. Once a parcel has been initiated for RETURN TO THE SENDER (RTS), we are unable to redirect or intercept during transit and will have to wait for the return delivery.
I have put the wrong address on my order
If you notice you have incorrect postage details for your order, please notify us as soon as possible. We are able to make note of the incorrect address and update to your correct address prior to being sent. However, once your order has been dispatched, we are unable to make any changes to delivery address. occasionally, you might be able to redirect your parcel by logging into your auspost account. In the event you are unable to redirect the parcel, or it is delivered to the address on the order, you will need to place an enquiry with Auspost in an attempt to recover your parcel. If your order is returned to us due to incorrect address/return to sender, your order will require additional shipping payment to resend to your correct address, upon it’s return to us.
What happens if I don’t receive my order?
Due to the large quantities of orders we distribute daily we cannot always track each order from pick up by Auspost to your door. When sending an order, we email you with a tracking number to enable you to track your order from our door to yours.
Very rarely – but it does happen, orders will be lost or for other unexplained reasons not make it to their final destination. We understand this is very disappointing and as many orders have sentimental meaning can cause great distress. Due to this, on most occasions upon investigation, we are happy to remake the order and send it to you.
Please understand that we may not be aware of your order not arriving so you will need to contact us to advise of this and discuss solutions.
Delivery is taking longer than normal?
We appreciate your understanding that postage and delivery times are completely out of our control once they have been collected from us by Auspost.
Any delivery or completion date or time stated are estimates only and we cannot be held liable for any consequences whatsoever for any delay to such times.
We will not refund postage for delayed deliveries. All postage is sent with tracking and insurance, and upon it being classified as a missing parcel, we will then be able to submit an insurance claim, which will then be investigated by Auspost.
I’ve received confirmation my order is on it’s way, but it’s been a few weeks and it’s still not here?
We put our trust in Australia Post to deliver our products within our estimated time frames to ensure satisfaction for our customers. Firstly, be sure to check your tracking number, as it should show it’s most recent activity.
If any delivery issues arise, please contact us via Email as soon as possible, and initiate any appropriate investigations with Auspost.
Please Note: Any delivery, completion date or processing time stated are estimates only, and we cannot be held liable for any consequences whatsoever for any delay to such times.
My parcel has been returned to sender
FAILED DELIVERY/ RETURNED TO SENDER/ABANDONED PArcels
IF YOUR PACKAGE CANNOT BE DELIVERED TO THE provided postal ADDRESS on the order DUE TO INCORRECT SHIPPING ADDRESS, THE parcel WILL BE attempted to be RETURNED TO THE SENDER (RTS: Charmily & Co) and additional postage fees will be required to resend upon its return.
IF THE Receiver/addressee IS ABSENT or unavailable UPON DELIVERY ATTEMPTS, and the parcel can’t be left in a safe place, YOUR parcel WILL BE HELD AT A LOCAL post CENTER awaiting collection by the receiver/the addressee. Parcels WILL BE HELD FOR approx 14-30 DAYs(this may differ from each location/postal service, please check your local postal service website for further details on the hold process and time-frames). AFTER WHICH, IF THE receiver/addressee FAILS TO PICK UP THE PARCEL FOR ANY REASON within the awaiting collection hold time-frame, THE parcel WILL BE DEEMED undeliverable/ABANDONED and initiated to be RETURNED TO THE SENDER (RTS: Charmily & Co) and upon its return, additional postage fees will be required to resend your order. Please kindly note: Once a parcel is initiated for RETURN TO THE SENDER (RTS), we are unable to redirect or intercept during transit and will have to wait for the return delivery.
If your package is returned to the sender due to issues with collection or an incorrect address, or if it is undeliverable, not accepted by the recipient, or abandoned, please get in touch with us to arrange payment of the necessary additional postage fees, (plus any applicable duties, and taxes) to send your package again when it returns. You must pay the additional postage fees before we can resend your package.
If you don’t contact us or pay the additional fees within 30 days of your package returning to Charmily & Co, and we haven’t agreed on an alternative arrangement, we will deem your parcel as abandoned, your order completed and you will lose your right to a refund or replacement for your order.
Due to the handmade nature of each order, Charmily & Co will not create a replacement for your order items and the parcel may experience delay’s during return transit and we will not be able to send your order/parcel until we have received the returned parcel delivery.
Peak Times:
During sales, peak shopping times such as Easter, Mother’s Day, Christmas and Back To School months of January & February our processing times may be extended due to the personalisation process and the volume of orders we receive, there may also be delays with delivery with Auspost during these peak times. Please ensure you order with sufficient time for your order to arrive during peak times. We will keep you notified via the website notification bar if we are experiencing any delays or longer than normal processing times.
Change of Mind
Our range is proudly made-to-order and personalised to your preferences, therefore we are unable to offer a refund or exchange if you change your mind. Please choose carefully, there will be no refund available for incorrect choice of purchase, design or change of mind.
Incorrect Personalised Spelling
We cannot provide a refund or exchange where a typing error has occurred by the customer when ordered via our website. We often receive orders containing creative name variations, so spelling mistakes are not apparent to our printing team. For this reason, we ask you to confirm all spelling is correct before ordering on the check out page.
Please ensure all details are correct before completing your checkout. Our design team begin creating your artwork for your order as soon as it has been placed (when during business hours) to ensure we can get your order made and on it’s way as soon as possible, and to avoid your order having any delays.
If you notice your order has incorrect spelling or details, please send us an email immediately to notify us so we can make a note of the changes FOR YOUR ARTWORK prior to making your item/s. Due to the printing process, we cannot make any changes, or cancel your order after it has been created.
Where you receive an incorrectly spelt product from us, and the error has been made on our behalf, we will reprint the product and post it to you free of charge. Please contact our Support Team if this occurs.
Faulty Products
You will be entitled to a repair, replacement or refund under Australian Consumer Law if the product:
- is not of acceptable quality;
- is not fit for a particular purpose that is expressly stated; or
- does not match the description.
You may be asked to return the product to us and/or send photos for inspection.
Where applicable, ensure you have read through our Care Instruction tab on our product pages to ensure you have taken the correct steps to use and care for your product.
A product will not be deemed faulty if the perceived fault is due to general wear and tear or issues arising from abnormal use or following improper care of the product. Where you believe you have received a faulty product, please contact our Support Team as soon as possible to arrange a replacement or refund. Where you believe you have received an incorrect product, please contact our team to discuss all options available to you.
If you receive a faulty product, we will gladly repair or replace the original piece if the product was purchased within 6 months.
To notify us of the fault, please contact us via email (hello@charmilyco.com.au) and include the below information:
- Your order #
- Your full name and address
- Photographic evidence of the fault along with a brief description
Returns Procedure
- Please contact our Support Team if a return is needed. They will be able to advise you on the correct procedure. Our Support Team will determine on a case-by-case basis whether the return shipping will be covered with a Reply Paid number, reimbursed shipping costs or at the sole cost of the customer.
- Where a exchange has been arranged, the process may take up to 14 business days from the date the product is received by Charmily & Co.
- Where a refund has been arranged, it may take up to 10 business days for the funds to be credited back to the purchasing account.
I’m missing an item or something is damaged.
Oh no! We do our best to carefully package orders, but sometimes other events happen that can damage your items. We will replace your item at our discretion. All claims of missing and/or damaged items must be made within 7 days of receipt. Contact us via email (hello@charmilyco.com.au) to notify us of any issues for your order.
My order isn’t quite what I was expecting?
Whilst the best effort is made to ensure each product listing is provided with as many details and information as possible, we feel that you shouldn’t receive a product not as you’re expecting. In some instances though, we may get it wrong (we are only human after all!) and if you feel that we’ve made a mistake, please contact us as soon as possible so that we can investigate (and make any adjustments to the product listing as required) and give us a chance to rectify if we feel that there is a mistake on our behalf.
As each item is lovingly handmade to order, we often use mock-ups to show designs and products. When we create mock-ups, and photographs (of actual products made), we try our best to show them as close to what they are like in real life as possible. Any props shown in photo’s or mock-ups are not included with your order.
As every computer, device and screen has different qualities and colour settings, along with the different print techniques used for each of our products, there may be slight variances to the colours you’ve seen on your screen, to those in the finished product.
Our products are individually printed and hand made by us, in Brisbane. Differences in print placement, and the creation process can happen and are part of the charm of a handmade product. With the nature of hand made products, please do not expect each product to be exactly the same, as one may slightly differ to the next. This part of the handmade process is what makes our products unique and should not be seen as a fault. They will never affect the overall aesthetic of the product and its ability for use as intended.