Shipping & Returns
Shipping
- Our products are shipped from our location in Sydney, Australia.
- Shipping and delivery charges will be displayed on checkout and calculated for delivery to the shipping address you provide. Please carefully check your address is correct as a re-delivery fee may be charged if the address is incorrect. You will be sent confirmation of shipping and be able to track your delivery.
- If you are not home, the courier will leave the parcel in a suitable place. Please let us know if this doesn't work for you immediately after purchasing and we can arrange a signed for delivery.
- If you are in a rural or remote area, we cannot guarantee door-to-door delivery. If the carrier is unable to deliver to your chosen address, you will be contacted and given a pick up location.
- Where applicable, only basic delivery charges (the cheapest) are refundable, unless the product we send you is damaged or faulty - see the Returns and Refunds Policy.
- Where we offer free shipping then, unless the product description or checkout says otherwise, this will be to an address only within Australia. If you want to check whether the address you want to use is eligible for any offer of free shipping, please email us at hello@cheekycharlie.com.au before placing your order.
- Unless otherwise displayed at checkout, in the product description, the order confirmation or purchasing wholesale, we aim to dispatch products to you within 1-5 working days of the date of accepting your order. If there is going to be a delay, we’ll let you know by email so you can cancel your order or choose another product. However, dispatch and delivery times are only estimates, and we’re not responsible for late delivery or unavailability of products.
- If for some reason we are unable to dispatch the exact product you have ordered then, at our discretion, we will contact you to either offer an alternative item or refund the price paid for that item.
- Once the Products have been dispatched, you will receive tracking information (unless you have elected the non-tacked shipping option). The shipping timelines in the tracking information are estimates only and cannot be guaranteed. If your products do not arrive within 10 days after the latest estimated shipping date, your products will be deemed as having not arrived. The exception to this is unforeseen circumstances, such as those seen during the Pandemic or fires, floods etc. Please see the Returns and Refunds Policy.
- The risk in any Products will pass to you when they are delivered to you.
- Taking delivery of Products is entirely your responsibility. You are solely responsible for collecting the Products. If you are not home, the courier will leave the parcel in a suitable place. If this doesn't work for you, please let us know immediately after purchasing and we can arrange for a signed delivery.
- Delivery of some Products may be by a service which requires a signature. The receipt of your signature, or that of someone on your behalf, confirms not only receipt of the Products but also the state of the package received – see next section.
- When you receive your order, it is your responsibility to carefully examine both the package (before it is opened) and the products (after opening) for any damage. If there is any damage whatsoever or if a package shows signs of damage before it is opened, we ask that you please take photos of the package and follow the instructions in our Returns and Refunds Policy section, should a return be necessary.
FAULTY OR DAMAGED GOODS RETURNS AND REFUNDS POLICY
- We hope that your item reaches you in perfect condition. However, being natural wood and a handmade product that is passed through human hands, from time to time there may be slight imperfections. If you discover an imperfection that you are not happy with, please email us photographs at hello@cheekycharlie.com.au and we will do our best to fix it. Our aim will be to fix the fault rather than replace the whole product, where possible, to limit waste and to make sure you are completely happy. If we are unable to fix the fault, we will happily replace the item. Please email hello@cheekycharlie.com.au within 7 days of receipt of your items.
- We ask that you please contact us within 7 days of receipt of your items. We will then assist you with information about the returns method – about how and when to return the item to us.
- Where you have returned a faulty item to us, once we have checked/tested the product, we will either fix the item and return it, offer you a replacement (if we are able to do this) or refund.
- Products will not usually be considered faulty if a fault arises due to abnormal use or working conditions, failure to follow instructions, misuse, alteration or unauthorised repair, wilful damage, negligence on the part of any buyer, user or third party
Non-receipt of products
- Where you have not received your order then we will offer you the choice or a replacement or a refund as long as you notify us within 30 days. If you do not contact us within this time frame, we will be unable to offer either a refund or replacement.
Refunds
- In cases where the item cannot be repaired or replaced, refunds are made within 14 days of receipt of the faulty item by us. We will refund you the cost of the faulty item, the amount you paid for delivery to you and the amount that you paid to return it to us using the shipping method we have agreed with you.
- Refunds are made using the same payment method that you used to pay us. Please bear in mind that some payment methods mean that a refund may take up to 7 days to reach your account.
RETURN OF UNWANTED GOODS POLICY
-
If for some reason you would like to cancel you order please email us hello@cheekycharlie.com.au immediately. If your order has not been dispatched and qualifies for cancellation (is not a personalised product) you will receive a full refund. If your order has been dispatched, you will be responsible for the postage charges incurred in returning the unwanted goods as detailed below.
- If for some reason you no longer want the items ordered, we accept returns and exchanges within 30 days of purchase.
- All products must be unused and in the original packaging to be eligible for return or exchange. Items can be returned or exchanged within 30 days of purchase so long as they are unused and in the original packaging.
- You will be responsible for return postage costs or exchange postage costs. once your return is received and inspected, your refund (less any shipping costs) will be automatically applied to your original method of payment, within 3 working days.
- For any questions or to request a return, please emailhello@cheekycharlie.com.au and one of our team members will guide you through the process.
Please note: only full priced items may be refunded, sale items cannot be refunded.
- Our returns policy is applicable to products purchased directly through us either in person or online only. If you purchased from a stockist, please contact them directly for details on their returns policy.
For further information or any enquiries contact hello@cheekycharlie.com.au