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@example.com 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 firstname.lastname@example.org of the damaged item and packaging for review.
If your item does not arrive, or you think it may be lost please email email@example.com 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 firstname.lastname@example.org 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 3-9 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@example.com. 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.