Dresses are lovely & great quality however the returns system is disgusting…£15!? I don’t know how Hello Molly get away with charging this price, basically don’t return anything. I ordered a few dress... See more
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
Ordered a few items in the sale, kept some and arranged a return for the others. I had already checked the returns policy, having been stung by another brand recently, so I had committed to accept... See more
Company replied
Winnie with Hello Molly was super helpful in getting my requests taken care of. Their customer service team was very responsive whenever I had questions or concerns. I did make a return in which Winni... See more
Company replied
I had an expired credit and was unaware of the policy, so I contacted customer care to better understand what happened. Tanya immediately stepped in and rectified the issue with such kindness and ca... See more
Company replied
Company details
Written by the company
Hello Molly Fashion is a leading online fashion boutique, featuring creative and inspiring women's clothing full of the latest fashions and accessories.
Contact info
Sydney, Australia
- +1 (818) 900-7796
- info@hellomolly.com
- www.hellomolly.com
3.9
Great
4k reviews
Replied to 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
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Good quality items & great support
Ordered a few items in the sale, kept some and arranged a return for the others. I had already checked the returns policy, having been stung by another brand recently, so I had committed to accepting the £15 returns fee if I didn't keep everything from my order. It's a bit steep but I can understand why brands are moving away from free returns!
The dresses and bikini I kept are great quality, and the items I returned too (no complaints on the clothes!).
My DPD return went missing, but Lisa in the support team was really helpful and kept me updated throughout the investigation. Super service and I would definitely shop here again!
19 April 2026
Unprompted review
Reply from Hello Molly
Hi Cecily! Thank you so much for taking the time to share your recent experience with us. We're very sorry to hear about the return issue you encountered, however, we're happy that Lisa was able to guide you through the process. We appreciate you and we look forward to having you shop with us again! :) xo
Bianca
Bianca, in customer service, was extremely helpful in troubleshooting an issue with an expired store credit code. Communication was super easy and her response time was very quick. Appreciate Hello Molly honoring the code that expired on a past return.
25 April 2026
Unprompted review
Reply from Hello Molly
Hi Meg! We value our customers and we appreciate your review! We're happy that Bianca's helpful assistance was quick in sorting that out for you. Thank you for shopping with us! :) xo
£15 refund!!
Ordered dress, however they didn’t fit me, seems that sizes a bit larger than it is. So I decided to return, £15 for a return if I want MY money back! Ridiculous. It was first and last time ordering from there. Girls if you want nice dresses order from Oh polly, they dont charge for a return. Shame on you hello molly,lost another customer due to your return policy ;)
30 April 2026
Unprompted review
Reply from Hello Molly
Hi Giedre, thank you for taking the time to share your feedback. We completely understand your concern regarding the return fee.
UK returns are £15 for a refund or £5 for store credit, with a prepaid label included to keep everything effortless. If you’d rather arrange your own return, just email info@hellomolly.com and our support team can help guide you through it and waive/cancel the return fee on our end of our return label service.
However, if you have already sent back your order, we encourage to email our team regardless and they will be happy to provide an accommodative solution in this case.
We constantly review our products and processes, so your input is really valuable to us! We very much apologise for any inconveniences this has caused.
If there is anything else we can help you with, please let us know. xo
Amazing service
Steph is really helpful and the customer returns service is great!
30 April 2026
Unprompted review
Reply from Hello Molly
Hi Emily! We're pleased to hear about your experience with Steph; thank you for sharing! If you need help with anything else at all, please feel free to reach out at any time :) xo
Tanya was the best!
Tanya at Hello Molly was incredibly helpful! I had an issue with my store credit, and she responded very quickly and resolved everything seamlessly. The whole experience was easy and stress-free thanks to her. She truly went above and beyond!!!
29 April 2026
Unprompted review
Reply from Hello Molly
Aww, so lovely! Thank you Marissa for your very kind feedback about Tanya's assistance to your query. We're so happy to hear it! Thank you for shopping with us :) xo
I had an issue with a return and…
I had an issue with a return and getting a refund instead of a store credit. They helped me quickly and efficiency.
27 April 2026
Unprompted review
Reply from Hello Molly
Hi Roberta, thank you for your review! We're so glad that our team had quickly helped you with this. If you need assistance with anything else, feel free to reach out! Thank you for shopping with us :) xo
Avoid and read the fine print
This website in my opinion is a scam - you do receive goods for your purchase, but the quality is absolutely dreadful and basically Shein rubbish. The label on the garments is full of typos to prove it. The price is extortionate for such low quality items. I can imagine a lot of the 5 star reviews on here are paid.
Not only that, but as you can see on all the bad reviews on here, they charge you £15 per return. Unfortunately I have made two orders and received one of them today and am immediately returning just from feeling the quality of the fabrics. I can’t believe I paid over £200 for 3 items that are only comparable to Shein. My second order will most likely also be returned once it arrives so I will be out of pocket by £30 for absolutely nothing. I don't know how any company can get away with this way of business in 2026. Yes they clearly display this on their returns page, but for what exactly are they charging £15 for? Admin fee? No idea. Part of running an online store is having to deal with returns - so many companies nowadays offer free returns to make it more appealing for their customers to make purchases. This company is making an absolute killing scamming people with cheap nasty products that barely resemble the products photographed and then profiting from their customers by having the goods returned and catching them out. They get their products back in a resellable condition whilst also pocketing £15 a pop. Disgraceful - avoid!!
29 April 2026
Unprompted review
Reply from Hello Molly
Hi Stephanie, thank you for taking the time to share your feedback. We are very sorry that you weren't satisfied with your purchases. We strive to provide quality products and customer service to our customers and the positive reviews represents the enjoyable shopping experiences that customers have had with us.
However, we are disappointed to hear of your dissatisfaction with the quality of the items you received as well as the return fee. Your concern is very much appreciated and we are here to help clarify the return process a bit more and help in any way we can!
UK returns are £15 for a refund or £5 for store credit, with a prepaid label included to keep everything effortless. You are welcome to package both orders together in the one parcel so that the fee is only charged once rather than twice.
However, if you’d rather arrange your own return, simply email info@hellomolly.com and our support team can help guide you through it and waive/cancel the return fee on our end of our return label service.
If you have already sent back your order, we encourage to email our team regardless and they will be happy to provide an accommodative solution in this case.
We constantly review our products and processes, so your input is really valuable to us! We very much apologise for any inconveniences this has caused.
If there is anything else we can help you with, please let us know. xo
They should be ashamed of themselves!
They should be ashamed of themselves!
Bought a dress paid £95 including postage. The dress arrived it looked nothing like the photo and there was far too much material on the inside to the point all the white material on the inside was showing. I returned the dress but had to pay £5 to get store credit or £15 to get a refund! I went with the second option. When i recieved my refund not only was i down £15 but they also took another £5 for the original delivery! Although i had already paid for the original delivery! Absolute con artists!
29 April 2026
Unprompted review
Reply from Hello Molly
Hi Charlotte, thank you for taking the time to share your feedback. We're very sorry that you weren't satisfied with your recent purchase. We completely understand your concern regarding the return fee.
UK returns are £15 for a refund or £5 for store credit, with a prepaid label included to keep everything effortless. As a future reference, if you’d rather arrange your own return, just email info@hellomolly.com and our support team can help guide you through it and waive/cancel the return fee on our end of our return label service.
As per our return policy also, we state the following: "Please note if you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return."
https://www.hellomolly.co.uk/pages/returns
We constantly review our products and processes, so your input is really valuable to us! We very much apologise for any inconveniences this has caused.
If there is anything else we can help you with, please let us know. xo
Great customer service!
Tanya with customer service was amazing! The company was very accommodating when the scarf that was supposed to come with my dress was missing and allowed me to get another dress for free with express shipping while keeping the original dress. Overall very good experience!
28 April 2026
Unprompted review
Reply from Hello Molly
That's wonderful, Nicole! We're so delighted to read your review about Tanya. We're here for our customers and we only want to ensure you have an enjoyable shopping experience. Thank you for sharing! :) xo
Both dresses I ordered were beautiful…
Both dresses I ordered were beautiful and of great quality, though one arrived with a minor issue. I contacted customer service, and Bianca was incredibly helpful—she made the whole process smooth and stress-free. The only reason I’m not giving 5 stars is because of the flaw in the dress, but the customer service was excellent.
21 April 2026
Unprompted review
Reply from Hello Molly
Aww, thank you Hannah! We're so happy that you were pleased with Bianca's assistance to your query. Thank you so much for your feedback and if you need anything else at all, feel free to reach out! :) xo
Excellent customer service
Excellent customer service! Very accommodating with returns so I will definitely been ordering in the future!
28 April 2026
Unprompted review
Reply from Hello Molly
Hi Judith! We really appreciate your feedback; thank you so much! If you need further assistance with anything else, feel free to reach out at any time :) xo
Do not buy from this website
Do not buy from this website! Dress I ordered looks NOTHING like the photos, and now I’ve been charge £15 to return it! Avoid avoid avoid
28 April 2026
Unprompted review
Reply from Hello Molly
Hi Keeley, thank you for taking the time to share your feedback. We're very sorry that you weren't satisfied with your recent purchase. We completely understand your concern regarding the return fee.
UK returns are £15 for a refund or £5 for store credit, with a prepaid label included to keep everything effortless. If you’d rather arrange your own return, just email info@hellomolly.com and our support team can help guide you through it and waive/cancel the return fee on our end of our return label service.
However, if you have already sent back your order, we encourage to email our team regardless and they will be happy to provide an accommodative solution in this case.
We constantly review our products and processes, so your input is really valuable to us! We very much apologise for any inconveniences this has caused.
If there is anything else we can help you with, please let us know. xo
Excellent customer service from Steph
Excellent customer service from Steph! Thank you 😃
28 April 2026
Unprompted review
Reply from Hello Molly
Thank you Claire! We're glad to hear that Steph provided a great customer service experience to your enquiry. Thank you for shopping with us! :) xo
Ordered two dresses both of which were…
Ordered two dresses both of which were too short and sale item very poor quality ! To find out that the sale item cannot be returned and they charge £15 for the other dress to be returned is pretty poor customer service . Will 💯 not use again !
Order number HMUK-63881
28 April 2026
Unprompted review
Reply from Hello Molly
Hi Josie and Steven, thank you for taking the time to share your feedback.
As per our return policy, items marked Final Sale are ineligible for returns after 14 days have passed since the order's delivery date. You are still able to return Final Sale items within the 14 day period from the date of when your order was delivered.
UK returns are £15 for a refund or £5 for store credit, with a prepaid label included to keep everything effortless. If you’d rather arrange your own return, just email info@hellomolly.com and our support team can help guide you through it and waive/cancel the return fee on our end of our return label service.
However, if you have already sent back your order, we encourage to email our team regardless and they will be happy to provide an accommodative solution in this case.
We constantly review our products and processes, so your input is really valuable to us! We very much apologise for any inconveniences this has caused.
If there is anything else we can help you with, please let us know. xo
Stay away from this company
Stay away from this company, will never order again
Charged £15 to return a dress that was to big , absolutely shameful
28 April 2026
Unprompted review
Reply from Hello Molly
Hi Faye, thank you for taking the time to share your feedback. We completely understand your concern regarding the return fee.
UK returns are £15 for a refund or £5 for store credit, with a prepaid label included to keep everything effortless. If you’d rather arrange your own return, just email info@hellomolly.com and our support team can help guide you through it and waive/cancel the return fee on our end of our return label service.
However, if you have already sent back your order, we encourage to email our team regardless and they will be happy to provide an accommodative solution in this case.
We constantly review our products and processes, so your input is really valuable to us! We very much apologise for any inconveniences this has caused.
If there is anything else we can help you with, please let us know. xo
I had such a great experience with…Customer Service
I had such a great experience with Hello Molly. They truly have the best wedding guest dresses. Their customer service is also the best—super responsive and helpful. I’ll definitely be shopping here again!
27 April 2026
Unprompted review
Reply from Hello Molly
Aww, we love that! Thank you so much Carolyn for your kind words. We're so glad that you had such a great experience. We look forward to having you shop with us again! :) xo
Winnie was able to help me quickly and…
Winnie was able to help me quickly and effectively. She was understanding after I made a mistake with my account! Thanks for your help Winnie!
21 April 2026
Unprompted review
Reply from Hello Molly
Thank you for your review, Alyson! We really appreciate it for sharing your customer service experience that you had with Winnie. Thank you for shopping with us! :) xo
10/10 service from winnie my dress was…
10/10 service from winnie my dress was a little off and i got a full refund and got to keep the dress this is service!
27 April 2026
Unprompted review
Reply from Hello Molly
10/10 feedback! Thank you so much Sara for sharing your experience that you had with Winnie. Feel free to reach out at any time when you need assistance! :) xo
they will rob you for a refund of £15
Unfortunately, I didn't read the review that Hello Molly rips off customers.
Unfortunately, I received my order, but not only are the sizes smaller, but they're charging me £15 for returning it.
I wanted to order again, but I will never order from this store again!
19 April 2026
Unprompted review
Reply from Hello Molly
Hi Agnes, thank you for taking the time to share your feedback. We completely understand your concern regarding the return fee.
UK returns are £15 for a refund or £5 for store credit, with a prepaid label included to keep everything effortless. If you’d rather arrange your own return, just email info@hellomolly.com and our support team can help guide you through it and waive/cancel the return fee on our end of our return label service.
However, if you have already sent back your order, we encourage to email our team regardless and they will be happy to provide an accommodative solution in this case.
We constantly review our products and processes, so your input is really valuable to us! We very much apologise for any inconveniences this has caused.
If there is anything else we can help you with, please let us know. xo
Great Customer Service!
I ordered 2 dresses that didn’t fit and Hello Molly made an exception and refunded me instead of giving me store credit which was much appreciated - great customer service!
24 April 2026
Unprompted review
Reply from Hello Molly
Hi Vald, we're here for our customers! Thank you so much for your review. If there's anything else we can help you with, please feel free to be in touch! Thank you for shopping with us :) xo
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