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 99% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Wonderful help from Anna
Wonderful help from Anna! She was able to help me out and was very kind!
10 May 2026
Unprompted review
Reply from Hello Molly
Thank you Cecelia for your kind review about Anna! It's much appreciated and we thank you for shopping with us :) xo
Winnie was great!
11 May 2026
Unprompted review
Reply from Hello Molly
You're great, Lauren! Thank you so much for your feedback about Winnie; we appreciate it and we're here to help with anything you need :) xo
Appalling customer service, complete radio silence
I placed order HMUK-68165 and needed to return an item. Hello Molly’s own website chat confirmed I could use my own courier, so I arranged this myself rather than pay £15 for their return label. Simple enough, right?
Wrong. I emailed their support multiple times asking how to log the return in their system. No reply. I chased again. Still nothing. I raised multiple tickets through their web chat. Ignored. I even commented publicly on their social media post and got a generic “DM us your order number” response, which I did, and then silence again.
I sent the parcel anyway on 9 May with my order details inside, since they never bothered to help me process it properly. As of now, they have my returned goods and have not acknowledged receipt or initiated a refund.
To top it off, despite being based in Dudley, the same town as their warehouse, they wouldn’t even allow a drop-off. So customers must either pay £15 for a label or fight for weeks to return a parcel their own staff said you could send yourself.
Zero communication, zero accountability. Avoid.
9 May 2026
Unprompted review
Reply from Hello Molly
Hi Lovely, thank you for sharing your feedback. We completely understand the inconvenience this has caused; it's certainly not the experience we want any customer to encounter with their return. We aim to make the process as easy as possible and we are disappointed to hear that this has been otherwise.
Rest assured, you are certainly not being ignored. Our support team have been experiencing a high volume of enquiries at the moment and response times may vary due to this. Thank you for sending across your return details where our team have confirmed that they have not yet received your parcel just yet as it is still in transit with your chosen carrier. Once it does reach us, our returns team will process it within a timely manner and a confirmation email will be sent upon completion.
If you would like to check on the status of your return at any point, you are welcome to reach out to our team where they can provide you with a clear update to ensure that your refund is processed as efficiently and correctly as possible.
We constantly review our products and processes, so your input is really valuable to us! We very much apologise again for any inconveniences this has caused.
If there is anything else we can help you with, please let us know. xo
Very expensive returns £15 +
Very expensive returns £15 +, poor quality clothing will not shop here again never!
5 May 2026
Unprompted review
Reply from Hello Molly
Hi Louise, thank you for taking the time to share your feedback. We're very sorry you weren't satisfied with your recent purchase and 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
The service from this company is… outrageous
The service from this company is absolutely disgusting. The quality of their clothes in no way reflects the prices. I paid £75.00 for a dress which I found was made of cheap material, it looked like a circus tent. Then to add insult to injury, I had to pay £15 to return that garment. It is daylight robbery, and if they are going to charge that much for a return, it should be clearly advertised before you purchase anything. Absolutely disgraceful, would never shop here again. Steer clear.
11 May 2026
Unprompted review
Reply from Hello Molly
Hi Rhiannon, thank you for taking the time to share your feedback. We're very sorry you weren't satisfied with your recent purchase and 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. This is outlined on the 'Returns' section of our website: https://www.hellomolly.co.uk/pages/returns
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 accidently ordered my parcel to my…
I accidently ordered my parcel to my old address but Winnie from customer services answered my email promptly and changed it to the correct address before it went out for delivery. She was also friendly and helpful.
18 April 2026
Unprompted review
Reply from Hello Molly
Hi Claire! Thank you for sharing your feedback. We're so happy that Winnie was able to get that all sorted out. Thank you for shopping with us and we look forward to you receiving your purchase! :) xo
Great customer service
I have been shopping here for years and love their clothes! I recently had some issues with store credit and Winnie was absolutely incredible and assisted me with ensuring I received a refund for the credit that didn’t apply. She was extremely quick to respond and so helpful!
10 May 2026
Unprompted review
Reply from Hello Molly
Thank you Neave! We absolutely love having you as a loyal shopper of our brand. Thank you so much for your positive feedback about Winnie's assistance; we're very happy to hear it! :) xo
Do not order from this website
Do not order from this website
Quality very poor and then they charge you £15 just return it
No customer service at all
Terrible
Avoid
6 May 2026
Unprompted review
Reply from Hello Molly
Hi Hannah, thank you for taking the time to share your feedback. We're very sorry you weren't satisfied with your recent purchase and 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
Customer Service Five Stars!
Steph in customer service was super great -- fast responses and incredibly helpful. Thank you Steph!
10 May 2026
Unprompted review
Reply from Hello Molly
Thank you Dawsen! We're pleased to hear about Steph's great assistance to your query. Our team are always willing to help as quickly as possible. Thank you for shopping with us! :) xo
Bianca
Bianca, a customer care specialist, was amazing. I ordered a bridesmaid dress but quickly realized the color wouldn’t work and contacted support right away. By the next morning, my order was canceled and fully refunded. I really appreciated Bianca’s prompt and helpful response—it was such a relief!
1 May 2026
Unprompted review
Reply from Hello Molly
Hi Izabelle, that's amazing to hear! We're so glad that Bianca was able to help you with the cancellation request of your order. Thank you for shopping with us! :) xo
They charge you £15 to return orders
They charge you £15 to return orders. If you order a sale item it doesn’t tell you until ordered that you can not return it. Its impossible to cancel orders or speak to customer service in a timely manner.
8 May 2026
Unprompted review
Reply from Hello Molly
Hi Beth, thank you for your feedback. We truly apologise for any inconveniences with your recent order experience. Regarding sale items, we have this outlined on the product's page before you add the item to your cart and you are more than welcome to send back 'Final Sale' items within 14 days from the order's delivery date, as per our return policy listed here:
https://www.hellomolly.co.uk/pages/returns
Our warehouse team priorities quick despatching on orders once they have been placed. Although our support team attempt to fulfill cancellation requests as efficiently as possible, this unfortunately can not always be guaranteed.
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
Refund and return
I had ordered some dresses that I ended up returning. Anna was a great help through the whole process and made everything easy for me. I truely appreciate her help.
8 May 2026
Unprompted review
Reply from Hello Molly
Thank you Natasha! We truly appreciate your kind review about Anna where she was able to make the process as easy as possible for you. Thank you for shopping with us! :) xo
Winnie was very helpful with my return
Winnie was very helpful with my return. The wrong email populated on my Apple Pay and I was unable to return easily. She was very prompt in assisting me. She explained what I needed to do for the return. She was amazing after my difficult time. A+ service!
7 May 2026
Unprompted review
Reply from Hello Molly
A+ review, Joy! We really loved reading your feedback about Winnie's helpful assistance; thank you so much for sharing! Our team are here for you so if you need anything else at all, feel free to reach out and we'll aim to make your shopping experience as seamless as possible :) xo
Quick, helpful service!
When there was a mix up with returns, Tanya was quick to help out and made everything so easy for me to resolve the situation. She is the best!!
6 May 2026
Unprompted review
Reply from Hello Molly
You're the best, Caitlin! Thank you so much for your kind review. We're so happy to hear that Tanya sorted that out for you efficiently. We're here to help with anything you need! Thank you again :) xo
I ordered 2 dresses in the same size as…
I ordered 2 dresses in the same size as I hadn’t ordered off the website before so didn’t know what size I was! It didn’t even cross my mind as I often do this being between sizes, I was shocked when I found out it was £15 to return!! Disgusting will never order from them again & the dress was no way near the quality I expected for the money! Terrible experience.
7 May 2026
Unprompted review
Reply from Hello Molly
Hi Melissa, thank you for taking the time to share your feedback. We're very sorry you weren't satisfied with your recent purchase and 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
Not even worth 1 star
Not even worth 1 star. £15 to return this poorly made dress, could have got better quality off Shein for a fraction of the price. should have read the reviews before purchasing so that part is my fault. DO NOT ORDER FROM HERE. Such poorly made clothing. Absolute waste of money
6 May 2026
Unprompted review
Reply from Hello Molly
Hi Lovely, thank you for taking the time to share your feedback. We're very sorry you weren't satisfied with your purchase and 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
Satisfied happy customer
I have order a few dresses from Hello Molly and is very satisfied with their quality. Their customer service is excellent. I had Tanya and she was very polite and friendly. They are prompt in replying to your emails.
I had no problem returning items that didn’t fit and got store credit for it.
7 May 2026
Unprompted review
Reply from Hello Molly
If you are satisfied, then we are super happy about that! Thank you so much Thi for your kind review. We're glad to hear that Tanya's assistance was helpful to your enquiry. Thank you for shopping with us! :) xo
Not worth one star
Not worth one star. I want to get in contact with them and it seems almost impossible to get in contact with the company. And I didnt get any reply on My emails.. the phone number is also not working. I want My money back and don’t want to get it as a gift card. Horrible shop
16 April 2026
Unprompted review
Reply from Hello Molly
Hi Jannie, thank you for sharing your feedback. We completely understand your disappointment. Rest assured, we are here to help and we have a team that is dedicated to providing quality service to our customers.
If there is a delay in response times at all to your enquiry, we apologise in advance for this whilst our team works through a high number of queries at the moment. We greatly value your patience and understanding and they will get back to your email shortly if they haven't already done so. They will be more than happy to process a refund back to your original payment method instead.
If there is anything else we can help you with, please let us know. xo
Swift and reliable customer service
I had a really great experience with this company’s customer service. I initially ordered multiple dresses in different sizes/styles to try on for an upcoming wedding, and while I had misunderstood the return policy, Tanya in customer service was incredibly kind, understanding, and swift in helping resolve everything for me. She made the process very easy and stress-free.
The dress I ended up keeping is beautiful…exactly as pictured and described, with great quality and fit. I really appreciate the professionalism and responsiveness of their team and would definitely shop here again!
5 May 2026
Unprompted review
Reply from Hello Molly
You are wonderful, Meera! We genuinely care about our customers and we're pleased to hear about Tanya's assistance to your enquiry. Thank you so much for your lovely feedback and we look forward to having you shop with us again! :) xo
I had an issue with my account and the…
I had an issue with my account and the Customer Care Specialist, Tanya, helped me out so quickly and efficiently. She provided top tier customer service and was very kind!! Thank you again Tanya!
6 May 2026
Unprompted review
Reply from Hello Molly
Aww, you're so sweet! Thank you so much Jennifer for your top tier review about Tanya. We're so happy to hear it and if you need assistance with anything else, feel free to reach out to our team! :) xo
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