FAQ's & Shipping
SAFETY - At Love, Charlie xo, safety of your baby is our number one priority. All of our products are constructed using the highest quality materials. We use 100% BPA free, non-toxic, silicone beads that are free from Lead, Mercury, PVC, Latex, Phthalates and Cadmium. Our beech wood used in our items is also naturally antibacterial, and naturally chemical free. We make our products in alignment with Australian Safety Standards and send items away for Independent Laboratory testing.
We have many options for the shipping of your purchase.
Regular postage - When you choose regular postage your order is made in date order from when it was received. We will then post your items as soon as they are ready. You can expect a maximum of 7-10 days plus postage time. (PLEASE NOTE - if you are in a regional part of Australia postage may take longer due to our courier & Australia Post services)
Express postage - Express postage is as above, but your order will be posted with Australia Post using their Express Post Service. Postage to most major cities will usually be overnight or 2 business days. As above - expect 7-10 days plus postage time.
Jump the queue - Priority numero uno! We pluck your order from the pile, and have it made & posted within 24-48hrs. Please exclude weekends from this time as we have families also! If you do place an order over the weekend, rest assured we will have it posted first thing Monday morning (Excluding public holidays)
Collection - As our local customer base has grown, we have introduced FREE collection of your order from one of our offices. You will find Lucy in Caloundra West or Steph in Toowoomba. Once your order is completed we will send you a message on the number provided, or alternatively send an email, to notify you that your order is ready to collect.
International postage - Please get in contact with either Lucy or Steph to discuss pricing and the suitability of posting internationally. You can contact us via the 'contact' form on our website, on our facebook page, our instagram page, or by email or chat on our website. Usually we are able to post to most countries and can work out a reasonable price to do so.
REFUNDS & RETURNS
Faulty product - Whilst all care is taken to ensure the quality and safety of our products, from time to time there may be faulty components that are not detected during our stringent testing process. We will replace these on receipt of product where it is inspected and will be brought to the attention of the relevant supplier. Postage costs will be reimbursed to the purchaser on determining that the product is faulty and damage has not been due to rough handling or incorrect use. Normal wear & tear is excluded from this policy.
Please note that slight differences in wood markings can be present in wooden clips, beads, rings and teethers and will not affect the performance of the product.
Please contact us within 7 days of receiving your product to advise us of any faults.
We will offer either a direct exchange for the same product, a credit note to be used or a refund in some cases.
Change of mind - Within 7 days of receipt of purchase we may consider a "change of mind" return providing you can return the product in its original condition. It must be unused, free from any marks, soiling etc. and in the original packaging. The purchaser will be responsible for all postage costs. Please choose carefully when making your purchase.
This policy will apply for a period of 30 days from date of purchase. Unfortunately we can’t offer you a refund or exchange after this, unless for faulty goods.
To complete your return, please contact us via our contact page or by email firstname.lastname@example.org and cite your order number.
Shipping for returns - To return your product, you should email email@example.com to find your closest Love Charlie xo office to return your product.
As mentioned above, you will be responsible for paying for shipping costs for returning your item. Shipping costs are non-refundable except where we determine the product is faulty.
When shipping your return item to us, you should consider using a trackable shipping service or purchasing shipping insurance.
Please read & keep all care instructions that come with your items. These contain important information on the safe use and how to care for your items. **PLEASE NOTE: Dummy chains should be discarded after 6 months of usage**