Bought something from Hello Molly that broke too soon?
What does Hello Molly's warranty cover?
- Manufacturing Defects: Coverage applies to stitching flaws, broken zippers, faulty buttons, or other defects present at purchase.
- No Strict Time Limit: Even after the 30-day return period, if an item develops a fault within a “reasonable time,” it is still covered under Australian Consumer Law (ACL).
- Major vs. Minor Failures:
- Major failure: You may choose a full refund or replacement.
- Minor fault: Hello Molly can offer a repair, exchange, or replacement within a reasonable timeframe.
- Major failure: You may choose a full refund or replacement.
- Product Categories Covered: All clothing, shoes, and accessories purchased directly from Hello Molly in Australia.
- Consumer Law Guarantee: Hello Molly explicitly acknowledges that all products come with non-excludable ACL guarantees.
How to claim a warranty with Hello Molly
- Contact Customer Support:
- Via Contact Form or returns@hellomolly.com
- Call +61 2 9017 0300 (Mon–Fri, 9:30am–5:00pm AEST).
- Via Contact Form or returns@hellomolly.com
- Provide Order Details & Evidence:
- Include order number (e.g. HMAU-XXXXXXX), purchase date, and clear photos of the fault.
- Include order number (e.g. HMAU-XXXXXXX), purchase date, and clear photos of the fault.
- Return Instructions:
- Hello Molly may issue a prepaid return label or reimburse return postage for confirmed faults.
- Pack item securely. Tags are not required if the item was worn before the fault appeared.
- Hello Molly may issue a prepaid return label or reimburse return postage for confirmed faults.
- Resolution:
- Replacement (same style/size)
- Refund (to original payment method, including shipping)
- Store Credit (optional, not mandatory for faulty items)
- Replacement (same style/size)
Exclusions & limitations - when Hello Molly's warranty doesn't apply
- Change of Mind or Wrong Size → Only eligible for store credit within 30 days, not a refund.
- Damage by Customer Misuse (tears, stains, washing outside care instructions).
- Normal Wear & Tear (fading, worn soles, fabric pilling after extended use).
- Alterations/Repairs by third parties void warranty for related issues.
- Final Sale Items: Cannot be returned for change of mind, but faults are still covered.
- No Proof of Fault: Claims must include photo evidence.
Required documentation for Hello Molly warranty claims
- Order Confirmation / Invoice
- Proof of Purchase: Order email, receipt, or bank statement.
- Photographic Evidence: Clear photos or videos showing the defect.
- Personal Details: Name, email, phone linked to order.
- Postage Receipt: Keep if you pay return shipping (Hello Molly reimburses valid claims).
How long does the warranty claim process take with Hello Molly?
- Acknowledgement: Immediate (auto email or phone confirmation).
- Customer Service Reply: Within 1 business day (often same day).
- Assessment & Approval: Many cases resolved in 24–48 hours with photos alone.
- Return & Processing: If return required → 7 business days after Hello Molly receives the parcel.
- Refund/Replacement Delivery: Refunds take a few days, replacements ship within days of approval.
- Overall Timeline: Most claims resolved in 2–7 days (up to 2 weeks if return shipping needed).
Hello Molly cases submitted through Ajust
Recent Hello Molly customer warranty experiences
Fast & Efficient Resolution: Customer received a faulty item. Hello Molly replaced it quickly, earning glowing feedback for being “fast and efficient in resolving the issue.”
Above & Beyond: A customer unhappy with an item praised rep their Heidi for sorting a refund exception beyond standard policy.
Faulty Item Replaced: Another customer noted Hello Molly’s team was “amazing” when resolving a faulty order with minimal hassle.
Official Hello Molly Warranty Policies & Support Links
Hello Molly Warranty FAQs
What does Hello Molly’s warranty include under Australian Consumer Law?
Hello Molly’s warranty covers manufacturing defects like stitching flaws, faulty zippers, or broken buttons found at purchase. Even after the 30-day return period, items that develop a fault within a reasonable time remain covered under Australian Consumer Law. Customers are entitled to a refund or replacement for major failures, or repair for minor issues, ensuring every purchase meets fair consumer standards.
How can I make a Hello Molly warranty claim?
You can claim a Hello Molly warranty by contacting customer support via the online form or email, providing your order number and photos of the fault. Once assessed, Hello Molly may issue a prepaid return label or reimburse postage. Valid claims result in a replacement, refund, or store credit—depending on the fault type and your preference. This fast, transparent process reflects ACL-backed fairness.
What items are excluded from Hello Molly’s warranty coverage?
Hello Molly’s warranty doesn’t cover change of mind, wrong sizing, or damage from misuse, improper washing, or normal wear and tear. Altered items or those repaired by third parties are also excluded. However, even final sale items remain covered for genuine manufacturing faults, aligning with Australia’s consumer guarantees that protect shoppers against defective products.
How long does a Hello Molly warranty claim take to resolve?
Most Hello Molly warranty claims are resolved within 2–7 business days, with some taking up to 2 weeks if a return is required. Customers receive immediate acknowledgment, a same-day service reply, and a 24–48 hour fault assessment. Once approved, refunds or replacements are processed quickly—demonstrating the brand’s efficient and consumer-rights–compliant approach.
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