FAQ's

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.

SHIPPING
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.

Bulky Items & Wholesale Orders - Additional postage fees apply to bulky items and wholesale orders and will be confirmed at checkout.

International postage - Please get in contact with Kirstie 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 - We do not offer refunds for 'change of mind' however we will consider issuing a store credit under certain circumstances. Please contact us to discuss. 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 hello@lovecharliexo.com.au and cite your order number.

Shipping for returns - To return your product, please email hello@lovecharliexo.com.au for our return process. 

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.

 

PRODUCT USE
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**