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Order number WBHMUSSL14739. I ordered this dress around 9:58pm EST on 4/6/26. The charge is still pending. I chose expedited shipping as the dress is needed by 4/27. I have emailed AND have not re... See more
Company replied
Took forever to come in then it looked nothing like the photos. Material was cheap, the color was different and the material was different than showed on the picture. Do not order from here.
Company replied
I ordered my daughter’s Quinceanera dress from them…I was worried that it wouldn’t get here in time and I ordered expedited shipping, but it arrived before expected and it was stunning!! I ordered in... See more
Company replied
Company details
- #129 of 136 best companies in Women's Clothing Store
Written by the company
HELLYMOON is an international B2C dresses fashion e-commerce platform. The company mainly focuses on women's wear, aims to promptly offer stylish quality products at appealing prices to every user in the world.
Contact info
United States
- service@hellymoon.com
- hellymoon.com
1.8
Poor
277 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
The return policy
The return policy: you only have two options and one is not a full refund. You may get a 100 percent refund but as a credit to use on another purchase. You only get $26 back and get to keep a dress that doesn’t fit. This is not communicated when buying from this company! I will not buy from this company again.
October 3, 2025
Unprompted review
Reply from Hellymoon
Dear Courtney ，
Hope everything is going well for you. We apologize for the cumbersome return process you mentioned, but most customers agree to keep their orders and receive a partial refund, so we've been negotiating this process for the customer's benefit.
As you know, we negotiated a partial refund with you, which you agreed to, and we've already issued the refund.
Best Regards,
Hellymoon Customer Service Team
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My experience started out great
My experience started out great! My Granddaughter found her perfect dress for homecoming. Price point was doable and saw on your site that it was in stock and would ship in 48 hours, plus 6-10 business days for shipping so that worked in our timeline. I waited until day 3 and had not received any tracking or shipment notice. At that time I sent an email, but no response. The next time i used the chat to reach out and I was able to talk to an agent at that time. The agent at this time informed me it would take 12-16 business days to process the order and after it was processed then I would get my tracking/shipping information. I have to admit I was a bit frustrated hearing this. The agent gave me the link for return/ cancellation policy. The policy provided was unacceptable. Regardless of which way I was going to choose, it was going to cost me more $ and a high chance of being charged more, along with a percentage of my purchase price because I was at 4-5 days into the timeline from which I ordered it. This might have been ok had I known right away there was a 12-16 business day. processing time or notification after I ordered it that it would not arrive for 3-4 weeks! This a in stock standard purchase not a made to order with measurements. You need to get better on your website as this is misleading. My next email was more of how do I fix the issue as I felt I deserved a full refund being the website gave false information. This email and the next two were answered by agent Martin. I explained the situation and he replied in a timely manner and was very helpful and considerate. He was able to get my full refund as I requested. I am thankful that I was working with someone who understood my frustration and helped me resolve my issue. I also told him that I would try Hellymoon in the future, but would have to keep in mind that there was a long processing time. I think you need to have this information on your website, otherwise you are going to have frustrated customers like myself and some of them may not return or have the opportunity to work with someone like agent Martin. I am happy that this has worked out for me because now I can look at a future purchase knowing that the customer service after the fact has been wonderful.
Sincerely,
Jeretta Seidling
October 7, 2025
Unprompted review
Reply from Hellymoon
Hello Customer,
Thank you for your review! Hellymoon will keep make improvement with our products and service. Hope you enjoy the shopping : )
Best Regards,
Hellymoon Customer Care Team
Hellymoon - does not tell you the truth
Hellymoon told me they cancelled my order which I requested. They did not. They took my money and I have no dress. Their website states ,”Orders canceled within 24–72 hours after payment are eligible for an 80% refund plus the shipping fee.” this is a lie. Do not order from them. WBHMUSSL11819
September 27, 2025
Unprompted review
Reply from Hellymoon
Dear Amy Kossick,
We sincerely apologize for any inconvenience or dissatisfaction you may have experienced. We deeply regret any misunderstanding this may have caused.
We would like to clarify that according to our cancellation policy: https://www.hellymoon.com/pages/returns-exchanges
There are certain cancellation timeframes for customers, as orders are already in production and incur production costs.
We have sent you an email regarding your situation so we can discuss further and find a solution. Please check your email at your convenience. We look forward to hearing from you soon!
Kind regards,
Hellymoon Customer Care Team
Great Customer Service!
Marin was the one who I contacted and she was very helpful! She was quick at answering back and helped me fix what I needed to!
September 25, 2025
Unprompted review
Reply from Hellymoon
Hello Kiley Miller,
Thank you for taking the time to share your feedback! At Hellymoon, we really do pride ourselves on quality and service, so we love to hear comments like yours! We truly appreciate your review. Let us know if we can ever assist you with anything! :)
Have a great day!
Absolutely avoid buying from this…
Absolutely avoid buying from this company. The return policy is a complete scam. They advertise a "100% refund," but after you've gone through the trouble of returning an item, they hit you with a restocking and handling fee that they never mentioned before. It's a blatant bait-and-switch.
On top of that, the product was delivered in terrible condition—the dress was literally wadded up in a plastic bag. The entire process, from the misleading refund policy to the unprofessional packaging, was a complete nightmare. Save yourself the hassle and shop elsewhere.
September 16, 2025
Unprompted review
Reply from Hellymoon
Dear Chantel Cousar:
We apologize for the inconvenience. We've noted that you've been issued a 100% refund. Regarding the restocking fee, as stated in our return policy on our website, a $5 handling fee will be deducted for each returned item.
Zapaka sincerely appreciates your valuable review and will continue to improve our service.
Have a wonderful day!
Sincerely,
Hellymoon Customer Service Team
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Very disappointed that you would not…
Very disappointed that you would not give me a return address to send the dress back because it was too big and did not have time to make an exchange before the event.. I asked several times for a return address for a refund of $94 but you would not do that. Instead you gave me $26 and wanted me to keep the dress.. What am I going to do with it?! Will never order from this company again and will definately advise others not to order unless they know the item will fit.
September 24, 2025
Unprompted review
Reply from Hellymoon
Dear Terry Monkus,
We are deeply sorry that you are dissatisfied with our product. Our return policy is clearly outlined on our website. If you contact us, we will provide a return address. However, for your convenience, we will negotiate with you to hold your order and provide a partial refund as compensation. If you disagree, we will provide a return address.
We note that you agreed to hold your order and provide a partial refund, so we are issuing a refund. If you disagree, we have sent you an additional email with a return address.
We treat every customer with integrity. Returns and refunds are standard after-sales services offered by all platforms for unsatisfactory products. Even if you do not wish to return the product, we offer other options, such as holding your order and providing a partial refund.
We have provided a return address and do not attempt to discourage any return requests.
Sincerely,
Hellymoon Customer Service Team
good communication if there was a…
good communication if there was a problem with the order. very kind people joyce was very helpful thankyou
September 20, 2025
Unprompted review
Reply from Hellymoon
Dear Addy,
Thank you for sharing your experience with us.
We appreciate that you have acknowledge our hard work in giving our customers the best shopping experience possible.
We look forward to seeing you on Hellymoon again soon.
Many thanks,
Hellymoon Customer Service Team
Why does it take so long to ship an…
Why does it take so long to ship an item when we even paid the expedited shipping to get it for my daughter Homecoming dance since it has not shipped and order was place almost 2 weeks ago now im gonna have to go buy another dress because of the shipping process they have can't cancel the order will have to wait for it to come and do a return on it and from what im reading that's gonna be a drawn out process customer service is no help what so ever
September 12, 2025
Unprompted review
Reply from Hellymoon
Dear Marty carver:
Thank you for your inquiry. We would like to clarify that shipping times include processing and delivery times, and your order is being produced within the stated timeframe. This information is clearly displayed below the "Add to Cart" button on the product page.
On behalf of the company, we sincerely apologize for any issues you experienced with your order. If there is anything else we can do to address our errors, please let us know.
We recommend that you return your order.
We apologize again for any inconvenience and frustration this may have caused you.
Many thanks,
Hellymoon Customer Service Team
Shipping delays, arduous return process
The items took a long time in shipping, and returns required a whole lot of back and forth, negotiating and verifying that I did indeed want to return (we found a different dress while this item was in lengthy shipping so I did want to return). Once it was established that I did want to return, I was given 7 days to return it. It required a photo of the package, a photo of the receipt and the tracking information. Once they received everything I did get a full return and a nice email from Tiki, who was my liaison and was polite the entire time. I understand that they want you to keep what you ordered but I think this process could be made easier for customers. People often order many various dresses to try on for events because they are not in stores to try on. Making it easier on customers encourages potential clients to shop again. I will not be buy from Hellymoon.com in the future even though I think the dress is lovely. Even typing this review required jumping through hoops.
September 11, 2025
Unprompted review
Reply from Hellymoon
Dear Shannon:
Thank you for your feedback. We appreciate your positive feedback on our service, but we're very sorry to see your comments regarding our return policy. Our policy is to hold your order and issue a partial refund as compensation. However, if you do not wish to hold your order, we will provide you with a return address.
Of course, we've taken your feedback into account. We wish you a happy holiday!
Sincerely,
Hellymoon Customer Service Team
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Return Experience
Even though the return policy was tedious and had many very specific steps, Marin did a great job walking me though them and answering all my questions. The return was only because the dress did not fit (to our fault). The quality of the dress was exceptional and we ended up ordering another one
August 29, 2025
Unprompted review
Reply from Hellymoon
Dear Customer,
We would like to thank you for your kind review. We at Hellymoon will always do our best to ensure customer satisfaction, and it is good to hear the results of this have paid off for you.
We look forward to seeing you at Hellymoon again soon.
Best regards,
Hellymoon Customer Care Team
Wrong color received. Horrible customer service. Stuck with a dress.
I waited over a month to receive my dress which was suppose to be sage green. It arrived and was very pale mint green. The quality and fit were actually very nice but this was for a wedding and completely not the color I ordered. I immediately co texted the company. Each email took two days to receive a response and after them offering me $10 to keep the dress, they then told me I had 7 days to have it post marked for return. I immediately informed them I had just left the country and it would be 9 days. They responded only with I had 7 days to return it. Needless to say I am stuck with a dress that is not the color I ordered.
I will never order from this site again.
August 1, 2025
Unprompted review
Reply from Hellymoon
Dear Jamie Collins,
Thank you for reaching out regarding your recent dress order. We sincerely apologize for any inconvenience caused by the color discrepancy you experienced.
We have carefully reviewed the photos you provided and forwarded them to our manufacturing team for investigation. After thorough analysis, we have determined that the color variation you observed may be attributed to lighting conditions during our product photography process. We understand how frustrating this must be, especially given the special occasion nature of your purchase.
To resolve this matter, we have provided you with our return address and detailed return instructions. Please note that our return policy allows 7 days from the date you receive the return instructions and return address to ship the item back to us, instead of 7 days shipping time. We believe this timeframe provides adequate opportunity to arrange the return.
We understand that returning an item requires coordination, and if you have any scheduling constraints, we encourage you to seek assistance from family members, friends, or neighbors who may be able to help facilitate the return process during the specified timeframe.
Our customer service team is committed to ensuring your satisfaction, and we appreciate your feedback as it helps us improve our processes for future customers.
If you have any additional questions or concerns about the return process, please don't hesitate to contact us.
Best regards,
Hellymoon Customer Care Team
Update to 4 previous reviews
After 4 reviews, I eventually managed to get a response from Hellymoon's customer service and to resolve my issue. I now have a full refund for which I am very grateful. It was a long process but they came good in the end. Satisfied.
June 12, 2025
Unprompted review
Reply from Hellymoon
Dear customer,
Thanks for sharing your shopping experience here.
We feel delighted that you are in love with the products and our service!
Hellymoon will always be your best friends and fashion adviser.
Any problem with the order, just feel free to contact us. We are always here to serve you.
Best Regards,
Hellymoon Customer Care
I wish i would have read these reviews…
I wish i would have read these reviews before ordering from here! Me daughter dress was ordered April 30th ( after speaking with a rep to ensure delivery would be made by 5/30). Now i have been informed that her dress will not arrive until the day of prom of possibly after. She is completely devastated! More so after reading these reviews, i cant stress how stressed we truly are! I specifically asked questions before moving forward, of course they can’t find records of the conversation. To see all these reviews for bad quality dresses, I’m broken. My baby girl day maybe totally ruined! I will never shop here nor recommend anyone else does. This is not ok at all
April 29, 2025
Unprompted review
Reply from Hellymoon
Dear Vermary Gonzalez,
We sincerely apologize for any inconvenience and frustration caused by your experience.
Regarding your recent complaint, we have checked your order. We cancelled your order on May 5, 2025, as per your request and processed your refund. Refunds usually arrive at your original payment account within 5 to 7 working days. Please check your refund in time.
If you have any other questions, please contact us.
Best regards.
hellymoon Cutomer Care
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They send cheap dresses like from…
They send cheap dresses like from temu/shein but more expensive, and even not like described. When I wanted to return the dress they send me two different addresses for return, one in China and one in USA wtf?! .. not recommended at all.
April 11, 2025
Unprompted review
Reply from Hellymoon
Dear Klaudia,
Thank you for bringing your concerns to our attention. We understand how disappointing it can be when a product does not meet your expectations, and we take your feedback very seriously.
Please be assured that we are committed to conducting strict quality control measures before the delivery of our products to ensure that they align with the descriptions provided. Your experience is important to us, and we are dedicated to improving our services.
To assist you further, we kindly request that you provide your order number below. This will enable us to address your concerns promptly and effectively.
Thank you for your understanding, and we look forward to resolving this matter for you.
Sincerely,
Hellymoon Customer Care Team
I am very disappointed
I am very disappointed. The quality is horrible. I am so so sad that I spent so much money on SHEIN quality. I just want my money back. The material looks bad, feels bad and smells bad. Seriously the prices are not okay. I am returning it. Don’t buy!!!
April 23, 2025
Unprompted review
Reply from Hellymoon
Dear Hi K,
Thank you for reaching out to us regarding your recent experience. We sincerely apologize for the disappointment you have encountered with the quality of your purchase. Your feedback is invaluable to us, and we take such matters very seriously.
Please be assured that we conduct rigorous quality inspections prior to the delivery of our products to ensure that they meet our standards. We regret that your experience did not reflect this commitment.
To assist you further, we kindly request that you provide your order number in your response. This will enable us to address your concerns promptly and facilitate the return process.
Once again, we apologize for any inconvenience this may have caused and appreciate your understanding. We look forward to resolving this matter for you.
Sincerely,
Hellymoon Customer Care Team
I ordered a dress and it looked nothing…
I ordered a dress and it looked nothing like the picture, the fabric was not even what was promised. When I requested a refund they are doing everything they can not to stand by the policy on the website offering $12 credit and keep the dress that does not fit or can be work or for coupon credit for another item and then that item could not be returned. BEWARE!! DO NOT ORDER FROM HERE. And don't we find it odd that all the positive reviews have order numbers and folks who only have a history of 1 review and all the negative ones do not??? Which reviews do we think are real?? SCAMMERS
April 16, 2025
Unprompted review
Reply from Hellymoon
Dear Mary Louise,
Thank you for reaching out to us regarding your recent experience. Please be assured that we take your feedback seriously and are committed to improving our services.
We understand your concerns regarding the discrepancy between the dress you received and the image presented on our website, as well as the fabric quality. We strive to maintain high standards and will implement strict quality control measures before shipping to prevent such occurrences in the future.
To assist you further, we kindly request that you provide your order number. This will enable us to address your concerns more effectively and work towards a satisfactory resolution.
Thank you for your understanding, and we look forward to resolving this matter for you.
Sincerely,
Hellymoon Customer Care Team
Extremely poor customer service
Ordered a dress for my sons wedding. Package was all ripped inside outer packaging, dress was rolled up, no tags attached, no dispatch note or invoice and dress did not look new. Originally requested photographs, which were provided, then ignored all emails. Please do not use, would not recommend at all. Extremely poor customer service.
April 13, 2025
Unprompted review
Reply from Hellymoon
Dear Suzy Alexander,
Thank you for reaching out to us regarding your recent experience. We sincerely apologize for any inconvenience you may have encountered.
We would like to clarify that our return policy, which allows for a 7-day window for returns, has been designed to ensure that most customers have sufficient time to evaluate their purchases. We understand that unforeseen circumstances can arise, and we strive to accommodate our customers' needs as best as we can.
Thank you for your understanding.
Sincerely,
Hellymoon Customer Care Team
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The ordering process was very smooth as…
The ordering process was very smooth as well as contacting one of the representatives . Georgia. She responded attentively and was very respectful!
April 9, 2025
Unprompted review
I ordered a "beaded" dress in an XS.
I ordered a "beaded" dress in an XS.
What i received is a dress that was a sewn together dup with glued on rhinestones!!!!
It hangs to the floor and beyond and so heavy from the fake glued on rhinestones it droops off of her...
April 1, 2025
Unprompted review
Reply from Hellymoon
Dear Disappointed,
Thank you for bringing your concerns to our attention. We sincerely apologize for the issues you have encountered with your recent order of the "beaded" dress in size XS. We understand how disappointing it can be to receive an item that does not meet your expectations.
Please be assured that we take quality control very seriously and will implement a thorough inspection process prior to the delivery of our products to ensure that such discrepancies do not occur in the future.
To assist you further, we kindly request that you provide your order number. This will enable us to address your concerns promptly and effectively.
Thank you for your understanding and cooperation. We look forward to resolving this matter for you.
Sincerely,
Hellymoon Customer Care Team
Do not buy from this company
Do not buy from this company! They will avoid giving refund if you pass their 7 day policy, even when tough circumstances means you haven't been able to try the dress within 7 days. I've lost £100 and quality is well below what I expected - WBHMUK2692
April 9, 2025
Unprompted review
Reply from Hellymoon
Dear Maria,
Thank you for reaching out to us regarding your recent experience. We sincerely apologize for any inconvenience you may have encountered.
We would like to clarify that our return policy, which allows for a 7-day window for returns, has been designed to ensure that most customers have sufficient time to evaluate their purchases. We understand that unforeseen circumstances can arise, and we strive to accommodate our customers' needs as best as we can.
To assist you further, we kindly request that you provide your order number. Once we have this information, we will review your case and work towards a resolution.
Thank you for your understanding, and we look forward to assisting you.
Sincerely,
Hellymoon Customer Care Team
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