Need to contact Hello Molly and make sure they reply?
Hello Molly customer support overview
Hello Molly is an Australia‑based online fashion boutique known for trend‑forward styles and friendly, solution‑oriented support. Reviews point to an overall positive service reputation (≈4.4/5 on Trustpilot, 3k+ reviews), with many shoppers praising quick, helpful responses and staff who go “above and beyond.” Support is available via local phone, email/contact form, and active social channels, giving customers multiple ways to get things sorted fast.
Common Hello Molly customer issues and complaints
- Returns & refunds (store credit only): Standard change‑of‑mind returns receive store credit (not a refund), and return postage is customer‑paid unless the item is faulty.
- Cancelling/changing orders: Orders are processed quickly, so cancellations or edits aren’t guaranteed. You’ll need to contact support immediately after purchase.
- Slow/missed responses (occasionally): Most issues get prompt help, but some report email delays or missed calls during peak times. Polite follow‑ups help.
- Sizing/quality expectations: Fit can vary by style; check the size guide and reviews. Faulty items are refunded or replaced under consumer law.
- Return portal hiccups: The online portal is usually smooth; if it glitches, email returns@hellomolly.com for manual assistance.
- No direct exchanges: Return for credit, then reorder your size or alternative item.
Quick tip: minimise surprises by double‑checking your cart and size guide before checkout; for time‑sensitive orders, call or DM for the fastest help.
How to contact Hello Molly customer support
- Email / Contact Form: Use the Contact Us form (best for non‑urgent queries). Replies typically within 1 business day.
- Phone (AU): +61 2 9017 0300, Mon–Fri 9:30am–5:00pm AEST. Ideal for urgent issues, sizing help, or order changes.
- Social DMs: Message on Instagram or Facebook for near‑real‑time assistance during business hours. Avoid posting order details publicly, use DMs.
- FAQ / Help Centre: Check FAQs for order changes, returns, shipping, payments - often the quickest answer.
- Direct emails (optional): info@hellomolly.com (general), returns@hellomolly.com (returns).
Pro move: Have your order number, email, photos (if faulty) and return tracking handy to speed things up.
Hello Molly key customer policies: refunds, returns, cancellations and more
- Returns: Most items returnable within 30 days of delivery for store credit. Items must be new, unworn, tags attached.
- Non‑returnables: Intimates, earrings, opened cosmetics, final‑sale items (unless faulty).
- Refunds: Faulty/not as described items are refunded to original payment (often with prepaid return label). Change‑of‑mind = store credit only.
- Exchanges: No direct exchanges. Return for credit, then reorder. Credits are valid 12 months.
- Cancellations: Not guaranteed due to fast dispatch. Call/email immediately after ordering.
- Shipping: Tracked delivery; typical AU timeframes ~2–5 business days. Contact support if no delivery within ~7 business days. Express options available.
- Promos & price adjustments: Generally no price matching/retroactive discounts. Apply valid codes at checkout.
- Consumer law: Manufacturing defects are covered. Hello Molly will refund/replace and may cover return postage.
Hello Molly complaints submitted through Ajust
I reached out to Hello Molly after my order was delayed far longer than expected, and I couldn’t get clear updates on when it would arrive. I needed the items for an event, so not getting any real communication left me stressed and unsure what to do. Contacting them felt like the only way to get answers. - Kate
I contacted Hello Molly when my order was cancelled even though I’d only asked to add more items. I never requested a cancellation, so seeing it wiped without warning was really frustrating. Reaching out was the only way to try to get the order reinstated and understand how it happened in the first place. - Maha
Recent experiences with Hello Molly customer service
Fast, personal resolutions: Agents often retrieve missing credits, fix account issues, or expedite shipping.
Policy‑driven outcomes: When orders ship before a cancel request, customers return for credit and reorder, with help from support.
Faulty items handled well: Quick approval via photos; prepaid label supplied and refund issued after receipt.
Official Hello Molly Customer Service Links & Contact Information
- 📬 Contact Page (form & contact details): Hello Molly AU – Contact Us
- 📧 Email:
- General: info@hellomolly.com
- Returns: returns@hellomolly.com
- 📞 Phone (AU): +61 2 9017 0300 (Mon–Fri 9:30am–5:00pm AEST)
- 🔁 Returns Policy & Portal: Returns Policy & Portal – Initiate a return (includes AU Post label option)
- 🚚 Shipping Info: Delivery Options, Timeframes & Free Shipping Thresholds
- ❓ FAQ: FAQs – Order changes, payments, cancellations & returns
- 📏 Size Guide: Size Charts & Fit Tips
- 📲 Social:
- Instagram: @hellomolly
- Facebook: Hello Molly on Facebook (DMs supported)
Hello Molly Contact FAQs
Why does Hello Molly only offer store credit for most returns?
Hello Molly gives store credit for change-of-mind returns because that’s their standard returns policy, and refunds are only offered for faulty items. This helps them process returns quickly but means you’ll need to cover postage unless the item is defective. If you prefer a refund, check your item carefully on arrival and contact support with photos immediately so they can assess it under consumer law.
How fast can I get help from Hello Molly customer support?
You’ll usually get help within one business day by email, while phone and social DMs are fastest for urgent issues like order changes. Peak periods can cause delays, so having your order number, photos and tracking details ready reduces back-and-forth. If your issue is time-sensitive, calling during AU business hours is the quickest way to speak to a real person.
What should I do if Hello Molly won’t cancel my order in time?
If your Hello Molly order ships before cancellation is approved, you’ll need to return it for store credit and then reorder what you need. Their dispatch is fast, so contacting support immediately after purchase gives you the best chance of stopping the order. If it’s already on the way, use their returns portal or email support for help getting it back quickly.
How does Hello Molly handle faulty or not-as-described items?
Faulty or misdescribed items are refunded to your original payment method, often with a prepaid return label supplied once your photos are reviewed. This is different from regular change-of-mind returns, which only receive store credit. To speed things up, send clear photos, your order number and a short description of the fault so support can approve the refund without extra delays.
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