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FAQs

Returns

If you need to amend your order once it has been placed please get in contact with our Bobbie Charles team ASAP on 0452 249 424 or by emailing info@bobbiecharles.com.au. We will do our very best to help and ensure the correct products arrive at your door. Please be extra patient if you have any shipping enquiries between Sunday and Monday as these are our days off to rest and reenergize. Unfortunately, once an order has been shipped, we are unable to make any changes. Please see our returns policy for more information. 

Please let us know within 7 days of delivery if you’ve had a change of heart regarding your order. We'll need to receive it back unopened and unused, in the original packaging.

WHAT DO I DO IF I SUSPECT A PRODUCT IS FAULTY?

If the item you have received is faulty, please contact us with a detailed description of the product fault and a photo. Please don’t dispose of the item until we’ve had a chance to chat with you!

WHAT DO I DO IF I SUFFER AN ALLERGIC REACTION?

In the rare instance you’ve had an allergic reaction to a product, please take a photo of the reaction and discontinue use immediately. Allergy returns must be used less than 20% upon arrival back with us. For clients with sensitive or allergy-prone skin we recommended an over the phone or in person skin consult with our experienced Dermal Clinician prior to purchasing. Email info@bobbiecharles.com.au or phone 0452 249 424 for more information. 

 

WHAT SHOULD I DO IF I’M SENT THE INCORRECT ITEM?

If you have received an item that wasn’t what you ordered, please take a photo and contact us within 7 days of delivery. Please refrain from using the product and keep all original packaging.

WHAT SHOULD I DO IF MY PRODUCT/S ARE DAMAGED ON ARRIVAL?

If you have received an item that is damaged on arrival, please take a photo and contact us within 7 days of delivery. Please don’t dispose of the item until we’ve had a chance to chat with you!

Shipping

Of course! We welcome any local Brisbane babes and boys to collect their orders from our Bobbie Charles clinic located in Lutwyche, QLD. (Just North of the Brisbane CBD). We promise to make collection quick and easy (perfect if you need to send someone in on your behalf). Before collecting from the clinic, please ensure you have received an email confirmation or text message from us stating that your order has been packed and is ready for collection. As much as we look forward to seeing you, we would hate for you to be unnecessarily waiting while we pack your order. 

Sometimes it’s hard to judge just how much cleanser is actually left in the bottle... For precisely that reason, we have your back and will have your order packed and shipped the next business day, if you order before 4pm from Monday - Thursday. Orders placed from Friday - Sunday will be shipped on the following Tuesday. 

Once our Fabulous Bobbie Charles Team have packed and sent your order, you will receive an email confirming that it is on its way to you! 

There really is no better feeling than knowing a parcel full of goodness is due to arrive at your door. To help you keep an eye on the progress of your package a tracking consignment number will be emailed to you as soon as your parcel leaves our HQ. Use this number to track your parcel via the following link https://try.sendle.com/en-au/tracking Easy! 

How annoying is missing out on your delivery because you weren’t there for a small signature? We totally get it! Your parcel will be left without signature if there is a safe place to do so. If not, it will be taken to the nearest collection point and Sendle will let you know how /when to collect it.

Our delivery partner Sendle cannot deliver to Australia Post-owned properties (this includes post offices, PO boxes, locked bags, parcel lockers or parcel collect locations). Collection points are used instead and may include Newsagents or Service Stations.

Sendle are proud to be Australia’s first carbon-neutral delivery service. They are committed to helping small businesses thrive – so for every delivery sent through Sendle, they offset the carbon emissions and invest in positive environmental causes. How great is that!