Delivery
At Charlie and Me Handcrafted Sensory Tubs, every order is lovingly handmade and carefully packed to ensure it arrives safely.
Processing Times
As a small handmade business, please allow 2 to 5 business days for your order to be prepared before dispatch. During busy periods, holidays, or new product launches, processing times may be slightly longer. If there are any unexpected delays, we will contact you as soon as possible.
Shipping
We ship Australia-wide using trusted postal and courier services. Shipping costs are calculated at checkout based on your location and the size of your order.
Once your order has been dispatched, you will receive a confirmation email with tracking details (where available).
Delivery Timeframes
Delivery times vary depending on your location and the postal service. While we do our best to dispatch orders promptly, Charlie and Me Handcrafted Sensory Tubs is not responsible for delays caused by Australia Post or courier services.
Local Pickup
Local pickup is available for customers who prefer to collect their order. Simply select the local pickup option at checkout (if available), or contact us before placing your order to arrange collection. We will notify you when your order is ready and provide pickup details.
Incorrect Address
Please ensure your delivery address is correct before placing your order. We cannot be held responsible for orders sent to an incorrect address provided by the customer. Any additional shipping costs incurred to resend an order will be the responsibility of the customer.
Lost or Damaged Parcels
If your parcel arrives damaged, please contact us within 48 hours of delivery with photographs of the packaging and contents so we can assist you.
If your parcel is lost in transit, we will work with the shipping provider to investigate. Once an order has been handed to the carrier, delivery is outside of our control, but we will do our best to help resolve the issue.
Questions
If you have any questions about your order or delivery, please don’t hesitate to contact us. We’re always happy to help and appreciate your support of our small business.
Returns & Refund Policy
At Charlie and Me Handcrafted Sensory Tubs, every sensory tub, filler bag and play product is carefully handcrafted and prepared with care.
Change of Mind
We do not offer refunds, returns, or exchanges for change of mind. This includes circumstances where you have changed your mind, ordered the incorrect item, or no longer require the product.
As many of our products are handmade and intended for children’s sensory play, we are unable to accept returned items for hygiene and safety reasons where there is no fault with the product.
Australian Consumer Law
Nothing in this Returns & Refund Policy excludes, restricts, or modifies your rights under the Australian Consumer Law (ACL).
Under the ACL, you may be entitled to a repair, replacement, or refund if a product:
- is faulty or unsafe;
- is not of acceptable quality;
- does not match its description or any sample shown;
- is not fit for its intended purpose; or
- otherwise fails to meet the consumer guarantees under the Australian Consumer Law.
Where a product has a major failure, you may choose a refund or replacement. For minor failures, we may choose to repair or replace the item, or provide another remedy as required by law.
Damaged, Incorrect or Faulty Orders
If your order arrives damaged, incorrect, or you believe there is an issue with your purchase, please contact us as soon as reasonably possible. Where possible, we ask that you notify us within 48 hours of delivery to help us investigate shipping or fulfilment issues promptly.
Please include:
- your order number;
- a description of the issue; and
- clear photographs of the product and any packaging if applicable.
Providing this information allows us to assess the issue and work towards a fair and timely resolution. Requesting this information does not affect your rights under the Australian Consumer Law.
Contact Us
If you have any questions about your order or believe your product does not meet the consumer guarantees, please contact us or email [email protected] and we will work with you to resolve the matter in accordance with the Australian Consumer Law.
Thank you for supporting Charlie and Me Handcrafted Sensory Tubs. We truly appreciate every order and are committed to providing quality handmade products and excellent customer service.