Bought something from Hello Molly that broke too soon?
We’ll help you check if it’s still under warranty and submit a claim that gets taken seriously.
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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
If you don’t act now, you might lose your rights.
We’ll help you file a complaint and use your warranty the way it was meant to work.