Shippings and Returns

COVID-19 Delays — Updated 8 Nov

Due to long delays with Australia post we are sending some orders with TNT. Please be aware that some packages are taking up to 14 days to arrive depending on where you are in Australia. We are doing our best to get packages delivered as soon as we can.

Cookie Dough Deliveries — Melbourne Metro ONLY (for the moment)

Our delicious Plant-Powered Cookie Dough requires refrigerated transport. At this stage we are only able to courier cookie dough orders within Metropolitan Melbourne and surrounding suburbs. For list a list of delivery suburbs please scroll to the bottom of this page. We hope to be able to delivery across Australian soon.

What sort of payment methods do you accept?

We accept MasterCard and Visa cards via PayPal.

When paying via PayPal, you will be taken to PayPal’s secure payment portal to finalise payment.

Are my credit card and bank details secure?

We never record your credit card information on our site. When you purchase products at the Charlie’s Cookies website, your payment details are processed securely by the PayPal gateway which has the highest possible level of SSL security. We keep a secure record of your order details until your order is dispatched in case any changes occur with your order. After this, your payment details are not stored.

How will I know that my order has been processed?

After you have placed your order on our website, we will email you to confirm that your order has been processed and shipped. If we cannot process or accept your order after payment is received, we will contact you by email or telephone.

Do you ship internationally?

Unfortunately, for our international cookie lovers, we do not currently offer international freight through our online shopping facility. We will continue working on a solution where we can guarantee freshness, efficiency and ensure compliance with the Australian Food & Safety regulations. Please feel free to email us at [email protected] if you would like to discuss an international transaction.

Can I track my item?

Yes, once your order has been dispatched Australia Post will email you the tracking number. You can track your item on the website here www.auspost.com.au/eParcel.

If you don’t receive the email please check your spam or deleted items folder just in case it has landed in there.

Please call us if you need help tracking something down as we are always happy to assist.

How are postage and shipping calculated?

Postage and shipping are calculated on the weight and dimensions of your order. Once you process your order and nominate your delivery address, Australia Post’s E-Parcel will calculate the shipping amount for you. For all purchases over $70, shipping is FREE of charge (not applicable for express post orders).

If the order total weight, dimensions, or food-handling requirements fall outside the limits allowed by our shipping fee calculations, we will contact you to advise of the correct or amended postage fee.

How is my item delivered within Australia?

All items are packed appropriately and sent via Australia Post. To check Australia Post delivery times click here www.auspost.com.au/eParcel

Please note that due to increased demand on Australia Post during this time, there will be some delays, you can find more information here.

When will my item be dispatched?

Orders are despatched within 2-3 business days of receipt, for express orders received prior to 4 pm, they will be despatched the next business day and will be delivered within Australia Posts terms for express delivery.

What if I have selected to collect from Charlie’s outlet store?

Pick up collection is free. You can pick up your order from 225 East Boundary Rd, East Bentleigh, between 10 am – 4 pm, Monday – Friday. You will be notified when your order is ready to pick up. Please ensure you have a valid ID or present your order receipt.

What happens if my item is lost or damaged in transit?

Our cookies are precious cargo to us and our cookie lovers. We work very hard to treat them with the love they deserve. However, on very few occasions items can get damaged in transit that is beyond our control. If this happens please email information and photos to [email protected] of the damaged item and packaging for review.

If your item does not arrive, or you think it may be lost please email [email protected] with your order confirmation or Australia Post tracking number and we will follow up for you.

What address should I send my item to?

When entering your shipping details you can either select a business address or your personal residence.

By proceeding with your order, you are agreeing that your parcel will have an automatic authority to leave ‘at the doorstep’ if your premises are unattended. If you would prefer, you can select a ‘carded parcel’. Whereby if no one is home Australia Post will leave a card to let you know where you can collect your parcel. Check out http://auspost.com.au/parcels-mail/carded-parcels.html

It is helpful if you give additional delivery instructions such as ‘leave on front door step’ or ‘leave at backdoor under carport’. Please remember that while these instructions will be passed on to the delivery agent, Charlie’s Cookies is not responsible should these instructions not be adhered to.

Charlie’s can not accept responsibility for any loss or damage which may result from an Authority to Leave delivery. If you feel that the item is at risk of being lost or damaged, please tick the carded parcel option.

Please note that the delivery agent is unable to contact you prior to delivery or deliver at a specific time.

How old do I have to be to order online?

Whilst you can be any age to enjoy the delicious cookies, we do require that all orders placed online are by persons aged eighteen (18) years and over. You may contact us directly via [email protected] to enquire about other means of purchasing Charlie’s products.

What if I’m not happy with my products and want to return them?

It is most important to us that you are 100% satisfied. Charlie’s take every precaution to ensure that your box arrives on time and in good condition. If we supply an incorrect product, please notify us within 48 hours of delivery, and as long as the product is unopened we will arrange for the correct product to be sent at no additional cost.

Unfortunately, given that our products are perishable, we are unable to accept returns for any of the below reasons.

a) products that have been ordered incorrectly or in circumstances where you have a change of mind about the type of product chosen for any reason.

b) if you change your address and fail to update your details on this site and the parcel have been sent to the wrong address.

What if a product is out of stock?

Whilst we make every effort to ensure the availability of all products shown on this site, at any one time there may be items unavailable. If a purchase of an unavailable item is made, the purchaser will be offered the choice of a full refund, or to choose another equally tasty product.

How fresh can I expect my products to be?

Most of our products get eaten pretty quickly. However, we are actually one of few manufacturers that boast a long and healthy shelf life ranging from 3-12 months. When purchasing from our online store you can expect to receive a product with a minimum 3-month shelf life. If this is not the case with your order, please contact us at [email protected] Please note we use oxygen and moisture barrier packaging to extend the shelf life of our product. We do not ADD any preservatives to our products. Our Cookie Dough must be consumed within 5 days of opening.

Delivering Cookie Dough to the following Melbourne Metro and Surrounding suburbs

ABBOTSFORD 3076
ABERFELDIE 3040
AIREYS INLET 3231
AIRPORT WEST 3042
ALBERT PARK 3206
ALBION 3020
ALPHINGTON 3078
ALTONA 3018
ALTONA MEADOWS 3028
ALTONA NORTH 3025
ANAKIE 3221
ARDEER 3022
ARMADALE 3143
ARTHURS CREEK 3099
ARTHURS CREEK 3099
ARTHURS SEAT 3936
ASCOT VALE 3032
ASHBURTON 3147
ASHWOOD 3147
ASPENDALE 3195
ASPENDALE GARDENS 3195
ATTWOOD 3049
AVALON 3212
AVONDALE HEIGHTS 3034
AVONSLEIGH 3782
BALACLAVA 3183
BALLAN 3342
BALNARRING 3926
BALNARRING BEACH 3926
BALWYN 3103
BALWYN NORTH 3104
BARRABOOL 3221
BATESFORD 3221
BAXTER 3911
BAYSWATER 3153
BAYSWATER NORTH 3153
BEACONSFIELD 3807
BEAUMARIS 3193
BEENAK 3139
BELGRAVE 3160
BELLARINE 3221
BELLFIELD 3081
BEND OF ISLANDS 3097
BENNETTSWOOD 3125
BENTLEIGH 3204
BENTLEIGH EAST 3165
BERWICK 3806
BLACK ROCK 3193
BLACKBURN 3130
BLAIRGOWRIE 3942
BONEO 3939
BORONIA 3155
BOX HILL 3128
BOX HILL NORTH 3129
BRAESIDE 3195
BRAYBROOK 3019
BREAKWATER 3219
BRIGHTON 3186
BRIGHTON EAST 3187
BROADMEADOWS 3047
BROOKLYN 3012
BRUNSWICK 3056
BRUNSWICK EAST 3057
BRUNSWICK WEST 3055
BULLEEN 3105
BUNDOORA 3083
BUNINYONG 3357
BURNLEY 3121
BURNSIDE 3023
BURNSIDE HEIGHTS 3023
BURWOOD 3125
BURWOOD EAST 3151
CAIRNLEA 3023
CALDER PARK 3049
CAMBERWELL 3124
CAMPBELLFIELD 3061
CANTERBURY 3126
CAPE SCHANCK 3939
CARLTON 3053
CARLTON NORTH 3054
CARNEGIE 3163
CAROLINE SPRINGS 3023
CARRUM 3197
CARRUM DOWNS 3201
CAULFIELD 3162
CAULFIELD NORTH 3161
CERES 3221
CHADSTONE 3148
CHADSTONE S/CENT 3148
CHELSEA 3196
CHELTENHAM 3192
CHIRNSIDE PARK 3116
CHRISTMAS HILLS 3775
CLARINDA 3169
CLAYTON 3168
CLAYTON SOUTH 3169
CLEMATIS 3782
CLIFTON HILL 3068
COBURG 3058
COLDSTREAM 3770
COLLINGWOOD 3066
COOLAROO 3048
COTTLES BRIDGE 3099
CRAIGIEBURN 3064
CRANBOURNE 3977
CREMORNE 3121
CROYDON 3136
DALLAS 3047
DANDENONG 3175
DANDENONG SOUTH 3164
DEER PARK 3023
DELAHEY 3037
DERRIMUT 3030
DIAMOND CREEK 3089
DINGLEY 3172
DIXONS CREEK 3775
DOCKLANDS 3008
DON VALLEY 3139
DONCASTER 3108
DONCASTER EAST 3109
DONVALE 3111
DOREEN 3754
DOVETON 3177
DROMANA 3936
EAGLEMONT 3084
EAST CAULFIELD 3145
EAST GEELONG 3219
EAST MELBOURNE 3002
EDITHVALE 3196
ELSTERNWICK 3185
ELTHAM 3095
ELWOOD 3184
EMERALD 3782
ENDEAVOUR HILLS 3802
EPPING 3076
ESSENDON 3040
ESSENDON NORTH 3041
FAIRFIELD 3078
FAWKNER 3060
FERNTREE GULLY 3156
FINGAL 3939
FITZROY 3065
FITZROY NORTH 3068
FLEMINGTON 3031
FLINDERS 3929
FOOTSCRAY 3011
FOOTSCRAY WEST 3012
FOREST HILL 3131
FOUNTAIN GATE 3805
FRANKSTON 3199
FRANKSTON NORTH 3200
GARDENVALE 3185
GEELONG CITY 3221
GLADSTONE PARK 3043
GLEN IRIS 3146
GLEN WAVERLEY 3150
GLENHUNTLY 3163
GLENROY 3046
GNARWARRE 3221
GREENSBOROUGH 3088
GREENVALE 3059
GREY RIVER 3221
GRUYERE 3770
HADFIELD 3046
HALLAM 3803
HAMILTON 3300
HAMPTON 3188
HAMPTON PARK 3976
HAWTHORN 3122
HAWTHORN EAST 3123
HEALESVILLE 3777
HEATHERTON 3202
HEATHMONT 3135
HEIDELBERG 3081
HEIDELBERG HEIGH 3081
HEIDELBERG WEST 3081
HIGHETT 3190
HILLSIDE 3037
HODDLES CREEK 3139
HOPPERS CROSSING 3029
HUGHESDALE 3166
HUNTINGDALE 3166
HURSTBRIDGE 3099
IVANHOE 3079
JACANA 3047
JOLIMONT 3002
KALLISTA 3791
KALORAMA 3766
KANGAROO GROUND 3097
KEALBA 3021
KEILOR 3036
KEILOR EAST 3033
KENNETT RIVER 3221
KENSINGTON 3031
KEW 3101
KEW EAST 3102
KEYSBOROUGH 3173
KILSYTH 3175
KINGS BURY 3083
KINGS PARK 3021
KINGSVILLE 3012
KNOXFIELD 3180
KOOYONG 3144
LALOR 3075
LANGWARRIN 3910
LANGWARRIN SOUTH 3911
LARA 3212
LAUNCHING PLACE 3139
LAVERTON 3028
LAVERTON NORTH 3026
LILYDALE 3140
LITTLE RIVER 3211
LOVELY BANKS 3221
LOWER PLENTY 3093
LYNDHURST 3975
MACCLESFIELD 3782
MACLEOD 3085
MAIDSTONE 3012
MAIN RIDGE 3928
MALVERN 3144
MAMBOURIN 3024
MARIBYRNONG 3032
MCCRAE 3938
McKINNON 3204
MEADOW HEIGHTS 3048
MELB AIRPORT 3045
MELBOURNE 3000
MELBOURNE – ST KILDA RD 3004
MELBOURNE WEST 3003
MENTONE 3194
MENZIES CREEK 3159
MERNDA 3754
MERRICKS BEACH 3926
MERRICKS NORTH 3926
MICKLEHAM 3064
MIDDLE PARK 3206
MILL PARK 3082
MITCHAM 3132
MONBULK 3793
MONT ALBERT 3127
MONT ALBERT NORTH 3129
MONTMORENCY 3094
MONTROSE 3765
MOOLAP 3221
MOONEE PONDS 3039
MOORABBIN 3189
MOORABBIN AIRPORT 3194
MOORABOOL 3221
MOOROODUC 3933
MOOROOLBARK 3138
MORANG 3752
MORDIALLOC 3195
MORNINGTON 3931
MOUNT COTTRELL 3024
MOUNT DANDENONG 3767
MOUNT ELIZA 3930
MOUNT EVELYN 3796
MOUNT MARTHA 3934
MT WAVERLEY 3149
MULGRAVE 3170
MURGHEBOLUC 3221
MURRUMBEENA 3163
NARRE WARREN 3805
NEWCOMB 3219
NEWCOMB 3219
NEWMARKET 3031
NEWPORT 3015
NEWTON 3220
NIDDRIE 3042
NOBLE PARK 3174
NORTH MELBOURNE 3051
NORTHCOTE 3070
NOTTING HILL 3168
NUNAWADING 3131
NUTFIELD 3099
OAK PARK 3046
OAKLANDS JUNCTION 3063
OAKLEIGH 3166
OAKLEIGH SOUTH 3167
OLINDA 3788
ORMOND 3204
PAKENHAM 3810
PANTON HILL 3759
PARK ORCHARDS 3114
PARKDALE 3195
PARKVILLE 3052
PASCOE VALE 3044
PATTERSON LAKES 3197
PEARCEDALE 3912
PLENTY 3090
POINT COOK 3030
POINT WILSON 3212
POINT WILSON 3212
PORT MELBOURNE 3207
PORTSEA 3944
PRAHRAN 3181
PRESTON 3072
PRINCESS HILL 3054
RAVENHALL 3023
RED HILL 3937
RED HILL SOUTH 3937
RESEARCH 3095
RESERVOIR 3073
RICHMOND 3121
RINGWOOD 3134
RIPPONLEA 3185
ROSANNA 3084
ROSEBUD 3939
ROSEBUD WEST 3940
ROWVILLE 3178
ROXBURGH PARK 3064
RYE 3941
SAFETY BEACH 3936
SANDHURST 3977
SANDOWN  –
SANDRINGHAM 3191
SASSAFRAS 3787
SASSAFRAS GULLY 3787
SCORESBY 3179
SEAFORD 3198
SEDDON 3011
SELBY 3159
SEPERATION CREEK 3221
SEVILLE 3139
SEVILLE EAST 3139
SHERBROOKE 3789
SILVAN 3795
SMITHS GULLY 3760
SOMERTON 3062
SOMERVILLE 3912
SORRENTO 3943
SOUTH GEELONG 3220
SOUTH MELBOURNE 3205
SOUTH MORANG 3752
SOUTH WHARF 3006
SOUTH YARRA 3141
SOUTHBANK 3006
SOUTHGATE  –
SPOTSWOOD 3015
SPRINGVALE 3171
ST ALBANS 3021
ST ALBANS PARK 3219
ST ANDREWS BEACH 3941
ST HELENA 3088
ST KILDA 3182
ST KILDA EAST 3183
ST LEONARDS 3223
STAUGHTON VALE 3221
STEELS CREEK 3775
STONEHAVEN 3221
STRATHEWEN 3099
STRATHMORE 3041
SUGARLOAF 3221
SUNBURY 3429
SUNSHINE 3020
SURRY HILLS 3127
TARNEIT 3029
TARRAWARRA 3775
TAYLORS HILL 3037
TAYLORS LAKES 3038
TEMPLESTOWE 3106
TEMPLESTOWE LOWER 3107
THE BASIN 3154
THE PATCH 3792
THOMASTOWN 3074
THOMSON 3219
THORNBURY 3071
TOOLERN  VALE 3337
TOORAK 3142
TOORONGA 3146
TOOTGAROOK 3941
TORQUAY 3228
TOTTENHAM 3012
TREMONT 3785
TRUGANINA 3029
TULLAMARINE 3043
UPFIELD 3048
UPWAY 3158
VERMONT 3133
VIEWBANK 3084
WALLINGTON 3221
WANDIN EAST 3139
WANDIN NORTH 3139
WANTIRNA 3152
WARRANDYTE 3113
WARRANDYTE NORTH 3113
WARRANWOOD 3134
WATERWAYS 3195
WATSONIA 3087
WATSONIA NORTH 3087
WATSONS CREEK 3097
WATTLE GLEN 3096
WATTLE PARK 3128
WERRIBEE 3030
WESTMEADOWS 3049
WHEELERS HILL 3150
WHITTINGTON 3219
WILLIAMS LANDING 3027
WILLIAMSTOWN 3016
WINDSOR 3181
WOLLERT 3750
WONGA PARK 3115
WONGARRA 3221
WOORI YALLOCK 3139
WORLD TRADE CENTRE 3005
WYE RIVER 3221
WYNDHAM VALE 3024
YALLAMBIE 3085