Had an issue with Hello Molly? Get a real response.
Hello Molly is an Australian women's clothing outlet that operates Australia-wide and in the US. While Hello Molly doesn't have any physical locations, its head office is located in Sydney.
Hello Molly primarily offers complaints services online via its website, on email, or by phone. Social media is also a last resort option if no other contact methods are working.
Complaints about order refunds or returns are common and are dealt with quickly. However, one sticking point that many customers experience is Hello Molly's change-of-mind return policy which deems refunds are given in store credit instead of cash. Hello Molly staff may work around this when asked, but the policy does tend to catch shoppers off guard. Complaints regarding delivery issues, faulty items, or checkout errors are other common issues customers experience, but are often resolved easily.
To ensure your complaint is dealt with efficiently, always be sure to include your order number, a clear description of your problem, and any past correspondent or photos (where applicable).
Your issue will most likely be dealt with directly by Hello Molly, but if you're dissatisfied with their resolution, there are options to escalate your complaint. The most immediate option is to ask for a second review by a manager or higher level staff. If this fails, taking your issue outside Hello Molly to a regulator like NSW Fair Trading, or the ACCC (for breaches of consumer law) is an alternative. The Ajust team can also offer advice or help mediate if your complaint is stuck.
How to submit a complaint with Hello Molly
The fastest way to lodge a complaint with Hello Molly (Australia) is through their contact form. Just enter your name, email, select the subject (like “Order Issue”), and explain your problem in detail.
Prefer to talk to someone? Call Hello Molly on +61 2 9017 0300 (Mon–Fri, 9:30AM–5PM AEST). It’s ideal for urgent complaints like billing issues or shipping delays.
Alternatively, email Hello Molly directly at info@hellomolly.com with your order number and any evidence (eg. photos).
For return or refund-related issues, use their Returns Portal. If it’s not working or your issue is urgent, email returns@hellomolly.com.
You can also reach out via social media (@hellomolly), but this should be a last resort.
Tip: Always include your order number and a clear description of your issue, and save copies of your messages as proof.
Once submitted, Hello Molly typically provides an initial response to your complaint quickly - usually via an automatic email confirmation.
Named case reps often handle your complaint start-to-finish, giving the experience a personal touch.
Response times are generally fast. Many simple issues (e.g. promo code errors) are resolved within 1 business day. Complex issues (like lost parcels or faulty items) may take a few days.
You’ll usually hear back via the method you contacted Hello Molly through (email, phone, or the returns portal). They’ll follow up if needed and provide next steps.
Expect a resolution such as:
- A refund or store credit
- A replacement item (for faulty or wrong orders)
- An apology or added benefit (e.g., free express shipping next time)
If more information is needed (like photos), the representative will request it before finalising your case.
Common complaints against Hello Molly
Here are the most frequently reported issues from Hello Molly customers:
- Returns & Refund Frustrations
– Store credit is the default, not a refund.
– Customers also pay return shipping (usually $5–$10).
– Many expect a refund and then feel trapped by store credit.
– Polite requests for refunds often succeed. - Product Quality & Sizing Concerns
– Some items arrive with quality issues (poor stitching, damaged zippers).
– Sizing can run small or inconsistent.
– Faulty items usually qualify for a full refund or exchange. - Delivery Delays or Lost Orders
– Delayed parcels or packages are sometimes marked “returned to sender”.
– Hello Molly usually resends or refunds once notified of these issues.
– Always double-check shipping details before ordering. - Difficulties Reaching Support
– Some report delayed email replies or missed phone calls during busy periods.
– A second attempt or phone call often resolves this. - Store Credit Issues
– Customers sometimes struggle to use their store credit code.
– Hello Molly may convert store credit to a refund if asked directly. - Website/Checkout Errors
– Issues like failed discount codes or double charges have occurred.
– These are usually fixed quickly if reported.
Hello Molly complaints submitted through Ajust
I was really disappointed when my Hello Molly order took far longer than expected to ship, especially because I needed the items for an event. The lack of updates made the delay even more stressful, and I ended up having to ask for a refund just to move on from the whole situation. - Kate
I tried to add items to my Hello Molly order and instead the whole thing was cancelled, which was not my intention. It completely disrupted my plans and left me without the items I was waiting for. All I wanted was for my original order to be processed properly with the items I requested. - Maha
How other consumers Hello Molly complaints got resolved
Store Credit Issue: A Melbourne customer received store credit for a returned $80 dress but asked for a refund due to its poor quality. The staff member made an exception and refunded it to her card.
Faulty Engagement Dress: A bride-to-be received a dress with a torn seam. Hello Molly refunded her the same day and added a free express shipping code for her next order.
Lost Parcel Resolved Fast: One customer’s parcel went missing. Hello Molly’s rep sent a replacement via express post and offered alternatives for the out-of-stock items.
Still not satisfied after the first response? Here’s how to escalate:
Reply & Clarify: Politely ask Hello Molly staff for a second look if you are dissatisifed.
Ask for a Manager: Call or email and request a supervisor review. Frontline reps will pass it up the chain when appropriate.
Contact Headquarters: Use Hello Molly’s mailing address or email (info@hellomolly.com) and label your email “Formal Complaint – [Order Number]”.
External Escalation: If no resolution is reached, escalate to consumer authorities. Keep all records of contact, including emails and screenshots.
If you’ve exhausted direct options with Hello Molly, here’s who can help:
Fair Trading by State
- NSW Fair Trading (Hello Molly HQ is in NSW) → fairtrading.nsw.gov.au
- Consumer Affairs Victoria
- QLD Office of Fair Trading
- All states offer online complaint forms and mediation services.
ACCC
Report to the ACCC if Hello Molly breaches consumer law (e.g. refusing refund for faulty goods).
Use: accc.gov.au
Chargebacks
If a refund hasn’t come through despite agreement, contact your bank or PayPal to initiate a chargeback.
Legal Support
Free legal advice is available from Legal Aid or community legal centres. For large disputes, you can file with NCAT, VCAT, etc.
- Contact Page: hellomolly.com/pages/contact-us
- Returns Policy: hellomolly.com/pages/returns-policy
- Terms & Conditions: hellomolly.com/pages/terms-conditions
- ProductReview Profile: productreview.com.au
- PayPal Dispute Centre: paypal.com/resolutioncenter
- Fair Trading NSW Complaint Form: fairtrading.nsw.gov.au
- Consumer Affairs VIC: consumer.vic.gov.au
- Legal Aid NSW: legalaid.nsw.gov.au
Hello Molly Complaints FAQs
What’s the fastest way to get a response after submitting a Hello Molly complaint?
The fastest way to get a response is through Hello Molly’s contact form, which usually triggers an automatic confirmation and a quick follow-up. Phone calls during business hours are even faster for time-sensitive issues. If you used the returns portal, expect replies through the same channel. Keeping your order number and photos ready helps reduce delays and makes your case easier to resolve.
Why does Hello Molly often offer store credit instead of a refund?
Hello Molly’s policy defaults to store credit for most change-of-mind returns, which is why many customers feel limited. Refunds are generally offered for faulty or incorrect items, and polite refund requests often succeed even when credit was issued. Including clear evidence, like photos or tracking details, makes it easier for the support rep to approve a refund instead of credit.
How long does Hello Molly usually take to resolve complaints about lost parcels or faulty items?
Hello Molly resolves straightforward issues within about one business day, while lost parcels or faulty products can take a few days. You’ll normally hear back through the same contact method you used. If photos or extra information are needed, the rep will request them before finalising your case, so replying quickly helps speed up the resolution.
What can I do if Hello Molly isn’t responding or my complaint keeps going in circles?
If Hello Molly hasn’t responded, follow up once, then ask for a supervisor to review your case. When that doesn’t work, you can escalate to Fair Trading, ACCC, or your bank for a chargeback if a refund was promised but not delivered. Keeping screenshots, emails, and order details ensures your complaint is taken seriously and makes escalation more effective.
You’ve done your part, now it’s time to hold Hello Molly accountable.
Take the final step and submit a complaint that gets seen and responded to.