Shipping and Customer Service
SHIPPING & DELIVERY
We ship Australia wide. At this time we do not ship Internationally.
Orders purchased without embroidery will be despatched within 24 hours during business days. Orders with embroidery will have an extra 4 business days added onto the despatch window to allow for hand embroidery to take place. If you need your order asap please don't hesitate to contact us and we'll do our best to accommodate you.
Please note that during the Christmas period, embroidered stockings are prioritised and fast-tracked as we want you to receive your order in time for the festive season, if you have any queries about ordering time, let us know.
As soon as your order is despatched you will receive tracking information via email.
We ship via Express Post with Aus Post. Please see shipping estimates on the Aus Post website about delivery timelines. All orders are despatched from Melbourne.
If you have any trouble receiving your delivery, for the quickest resolution please contact the couriers directly with your tracking number, if you have any trouble thereafter please contact us.
Please choose the best possible delivery address, as changing a delivery address with many shipping carriers incurs a fee.
Although we highly recommend to sign for all packages, if you do specify to offer Authority To Leave or any instructions to leave on your order, and the package goes missing, we cannot be held responsible for any orders that go missing due to this. Please follow this up directly with the courier.
Shipping is $10.95 Australia wide and free over $200.
Please be aware that packages may be subject to delays. Bobo Charlesworth takes every effort to ensure a swift and smooth delivery, but does not take responsibility for any delays that affect shipping carriers.
We are thrilled that you are sending our products as gifts to friends and loved ones. As we try to minimise waste, please note we do not offer gift wrapping services or card writing at this time. If you are gifting an item direct from us, for your convenience, no invoice or receipt is included in any of our shipments as they are all sent via email to minimise paper use.
RETURNS & REFUNDS
Plain products without embroidery/personalisation can be returned to our office in Melbourne via post within 14 days of receiving your order for any reason for a full refund (excluding shipping fees). Please note, the return fee of the postage will not be reimbursed and is the customer's responsibility. Goods must be returned to us in the same way they were received and packaged in the same manner, including in original product packaging. Tracking must be provided to us so we can keep an eye on and lodge your return. To organise your return please email email@example.com for returns details.
Returns or refunds are not accepted for embroidered/personalised goods, unless they are determined to be faulty. Please read our product descriptions carefully to understand what is considered a fault.
Requests for returns due to faulty products must be made to Bobo Charlesworth within 7 days of delivery via photographic evidence, to be eligible for an exchange/refund. Return requests after this period will not be accepted under any circumstances.
CHECK OUT INFO
We want to use the most secure payment gateway possible, so you can checkout with Paypal, Afterpay or using your credit card with Visa or Mastercard.
We take pride in the security of our site and want to offer the safest payment gateway for our customers, if you have any trouble checking out please do not hesitate to let us know.
How do I contact you?
You can contact us at any time on firstname.lastname@example.org and we will get back to you as soon as humanly possible. We are available during weekdays to answer questions and assist with order enquires or anything else you may need.
Can I cancel or change my order once I've placed it?
Unfortunately, we can't edit, change or cancel orders once placed, due to the nature of our business, turnaround times are generally quick and an order begins processing swiftly. Please choose embroidery text carefully, proofreading and double checking before going ahead as our embroidery team can often be quite speedy. Please contact us if you have any issues and we will do our best to assist you.
I entered the wrong address or details at checkout, help!
We are not always able to change your details once your order is placed, however, please contact our customer service team at email@example.com and we will do our best to help you. We are not responsible for re-sending out orders that have been sent to incorrect addresses if the wrong address has been entered at checkout, please note the customer will be responsible for additional postage fees associated with this if the product is returned to us for any reason.