The website has supposed customers write-in reviews of clothing items they purchased along with pictures of themselves wearing it. The reviews are almost all 5* (average: 5.0 with 193 reviews for one... See more
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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.
Same as everyone else
Same as everyone else. Ordered dress. Terrible!!! Tried to return. Then tried to get refund. They refuse to answer my emails. This is a total scam. DO NOT ORDER FTOM THEM.
August 17, 2024
Unprompted review
Reply from Hellymoon
Dear jacqueline,
We sincerely apologize for not resolving your issue on the first attempt. Please be assured that we are a legitimate website and not a scam. Due to the peak season , we are experiencing a high volume of inquiries, and we appreciate your understanding during this busy time. We truly apologize for any inconvenience this may have caused.
Regarding your refund, our customer service team has processed it for you, and you can expect to see it reflected in your original account within 5-7 working days. Thank you for your patience and understanding.
Hellymoon Customer Care Team
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This company is complete frauds
This company is complete frauds. They are also associated with another company- Zapaka. Do not order from either of these places. Had dresses to return because they didn't look like the pictures and did not fit. Customer service tried to NEGOTIATE me into keeping the dress. First a 10% discount, then a 30% discount, then a Coupon Code for FUTURE purchase. I had to argue and keep pushing to get actual return instructions for full refund. They want pictures of the package you're sending back and tracking sent to them. It's now been 3 weeks since the item was delivered for return & refund and no one is answering emails. I will be disputing this as fraud on my credit card.
September 30, 2024
Unprompted review
Reply from Hellymoon
Dear Andrea,
We are sorry that you are not satisfied. Your order number is WBHMUSSL2034. Most of the dresses listed on Hellymoon are designed and photographed by us. What you see is what you will get. We are very confident in the similarity of the dresses. The size of each dress is strictly checked twice and photographed for record.
The second is the issue of refund. Considering that the customer needs to pay for the shipping fee to return the package, we will first negotiate with the customer for a partial refund, but if the customer insists on returning the package, we will provide the address and then let the customer return the package. We have verified your order and we have refunded you, please pay attention to it.
Have a good day!
Sincerely regards,
Hellymoon Customer Care Team
Paid $170 for a dress that looked…
Paid $170 for a dress that looked nothing like the picture. The main color is completely missing. Do not buy.
October 7, 2024
Unprompted review
Reply from Hellymoon
Dear l r,
we regret any inconvenience or frustration that your experience has caused you. We take the quality of our garments very seriously, however, we apologize for our clothing not being the quality that we strive for. We have sent your feedback on the products to related departments and we will keep sticking to uniform standards to guarantee the quality and make them as consistent as pictures.
Thank you for bringing to our attention your concerns regarding the color variation between the product and the images displayed. We understand the importance of color accuracy and would like to provide you with some clarification on this matter.
It's important to note that color differences can occur due to various factors, including differences in screen display settings, lighting conditions during photo shooting, and variations in lighting environments when you receive the product.
To obtain a more accurate representation of the product's color, we recommend comparing it under natural daylight. Natural light provides the most neutral and consistent lighting conditions for color assessment.
For your case, we have sent you an email so we can discuss this further with you and see what resolution we can come up with. Please check it at your convenience. We hope to hear from you soon!
Hellymoon Customer Care Team
Scammed by these dupe designer dress dealers
I ordered a homecoming dress for my daughter and we followed the measurements on the size chart, but the dress was way too big. It was also cheaply made and honestly looked nothing like the dress pictured. As it turns out, this company is selling dupe designer brand dresses like Jovani and Sherri Hill. After a little sleuthing I found that they use/borrow photos taken of models wearing the actual designer dress on their website, so they are frauds. After several emails back and forth with customer service I finally got instructions on how to return the dress to get my money refunded, but not before they tried to negotiate with me twice about my purchase. The first offer was a 10% refund and keep the dress and the next was a 30% refund or a 100% off coupon. I refused both offers. On 9/7/24 I PAID to have the dress returned with tracking. I provided them all of the tracking details with pictures, as well as pictures of the dress back in it’s original packaging which included the item number and order number. I can see the dress was delivered to the address they provided on 9/11/24. I’ve since reached out to customer service several times over the last four weeks and they won’t respond. The last email I received from them was on 9/7 when I shipped the dress back and the agent confirmed my tracking information and assured me I would be refunded as soon as they received and inspected the dress. I also called the customer service number provided by them in one of my emails and it is a non working number. Don’t ever order from this company. They are impossible to work with and don’t stand behind their policies. Unfortunately, I have learned the hard way that you pay for what you get, so save your money and shop somewhere else.
I’m also including my order number in case someone from #hellymoon customer service wants to reach out.
WBHMUSSL2245
September 7, 2024
Unprompted review
Reply from Hellymoon
Hello,
Thank you for contacting us.
Please rest assured that our company is legitimate and we are not scammers, you can refer to the following facts:
1. Zapaka has been verified by Norton Secured Seal. As one of the leading online retailers, we ship our clothing and other products to all over the world.
2. You can pay for your order through PayPal and your payment will be protected.
3. After placing an order, you can check the order status on our website at any time. After shipping, you will receive a confirmation email with the tracking number. All our couriers are reputable all over the world, such as DHL, UPS, etc.
4. As a legitimate company, we have our own Facebook. In addition, many customers have purchased from us and left good reviews. You can also go to "About Us" and "Recommendations" for more information.
About us: https://zapaka.com/pages/about-us
Customer reviews: https://zapaka.com/pages/reviews
Regarding negotiating partial refunds, we consider that customers need to pay for shipping when returning the package, so we negotiate partial refunds. If the customer confirms that he will not keep the order, we can return the refund.
Looking forward to your reply.
Sincerely,
Hellymoon Customer Care Team
Terrible Customer Service
I ordered a dress for my daughter and we followed the measurements on the size chart and she could barely get it on. It was also cheaply made and the chest pads in the dress were so far out of alignment they weren’t useful. After several emails back and forth with customer service I finally got instructions on how to return the dress to get m my money refunded. I PAID to have the dress returned with tracking and provided them all of the tracking details. I can see the dress was delivered to the address they provided. I’ve since reached out to customer service four times over the last several weeks and they won’t respond. Don’t ever order from this company. They are difficult to work with and don’t stand behind their return policy (which quite frankly sucks). Save your money and shop somewhere else!
Providing my order number to see if this will get a response from customer service WBHMUSSL2208
September 30, 2024
Unprompted review
Reply from Hellymoon
Dear Jennifer,
Thank you very much for taking the time to share your review! We sincerely appreciate your feedback regarding the quality of our items. Please accept our apologies for not meeting the high standards we aim for. Rest assured, we have forwarded your comments to the relevant departments. We remain committed to maintaining uniform standards to ensure that our products consistently reflect the quality depicted in our images.
We would like to inform you that our customer service team has already processed your refund. You can expect to see the amount credited back to your original account within 5-7 working days.
We appreciate you bringing this to our attention so that we can do our due diligence to prevent it from occurring in the future. We really hope to have been able to improve your experience in the future.
Hellymoon Customer Care Team
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WORST customer service ever
I've written customer service several times and have NEVER received a word back from them. I wanted to get a refund on my dress I ordered. NO WORD back. Stay away from the this company. It's a fraud. Wish I looked at reviews before ordering from this company.
October 2, 2024
Unprompted review
Reply from Hellymoon
Dear Lisa,
We hope this message finds you well. We have reviewed the email correspondence between us from October 5 to October 10 and would like to clarify any potential misunderstandings regarding our replies. We have been actively responding to your inquiries and assisting you throughout this process.
Additionally, we appreciate your understanding in agreeing to a partial refund while keeping the item. Our customer service team has worked diligently to resolve the issue for you. If you have any further questions or concerns, please do not hesitate to reach out to us at any time. We are here to help.
Hellymoon Customer Care Team
Good luck getting a refund
I had to return a dress that did not fit. They assured me as soon as I returned the dress, I would get a refund. In three days it will be a month since they received the dress. Customer service keeps saying that they’re just busy because its peak season, but I think a month is more than enough time to process a refund I told the last customer service person that I’m going to call the Better Business Bureau if something isn’t resolved soon. #hellymoon
September 5, 2024
Unprompted review
Reply from Hellymoon
Dear Erika,
We sincerely apologize for the delay in resolving your issue. We appreciate your patience. To assist you more effectively with your refund, we would like to review your case in detail. However, we were unable to locate your order number using your username. We have sent you a message and would be grateful if you could provide us with your order information at your earliest convenience. Thank you for your understanding, and we look forward to hearing from you soon.
Hellymoon Customer Care Team
Very poor customer service
The delivery time was unacceptable. Had to run out and buy another dress. Tried to return the dress and have gotten the run around from the company every time.
September 30, 2024
Unprompted review
Reply from Hellymoon
Dear Jamie,
We sincerely apologize for not meeting your expectations with our service. We would like to kindly remind you that each of our items has varying processing times, which are clearly stated on the product page. The total time to receive your item will be the combination of the processing time and the shipping time. We also want to express our gratitude for the time and effort you dedicated to returning the package. Our customer service team has successfully processed your refund. Thank you for your understanding.
Hellymoon Customer Care Team
Run don't walk away from this company
Run don't walk away from this company. The dress we received looked nothing like the picture and after numerous emails and haggling to return the dress I still haven't received a refund after they received it back 10 days ago! Lousy return policy! Save yourself..wish I would have..
September 29, 2024
Unprompted review
Reply from Hellymoon
Dear Lisa,
We hope this message finds you in good spirits today. We would like to sincerely apologize for any inconvenience you have experienced with your order. Please know that we are actively working on significant improvements within our customer service, quality, and logistics departments to enhance your experience. Thank you for your understanding and patience during this time.
We have found that your refund was processed on Sep 30. We truly regret that the item did not meet your expectations. If you have any further questions or concerns, please do not hesitate to reach out to us. Your satisfaction is important to us, and we are here to assist you.
Hellymoon Customer Care Team
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I wish I would have read the reviews…
I wish I would have read the reviews before ordering. I ordered a dress in 9/2 and did not receive it until 9/27. The dress looks nothing like what I ordered. I am following the steps to return it and they want to give me 30% refund and keep the dress or 100% coupon code and return it. They list “easy returns” on their website. They are not. I would not take the chance of ordering from them. I’m waiting on another response.
Read the return process because you will be doing that and then some. The dress does not look like the dress that was pictured. Proceed with caution.
September 26, 2024
Unprompted review
Reply from Hellymoon
Dear Wendy,
We sincerely apologize for any disappointment you may have experienced. We would like to clarify that most of the dresses listed on Hellymoon are designed and photographed by our team, ensuring that what you see is truly what you will receive. We take great pride in the accuracy of our dress sizes, and each dress undergoes a thorough inspection process, including detailed photographs for our records.
Upon reviewing the dress you received, we can confirm that it was sent in the correct dress. We appreciate your understanding regarding our return policy, which is designed to be transparent and clear. The reason we proposed a partial refund is that we considered the shipping costs you would incur. We wanted to offer you the option of keeping the product while also addressing your concerns. Thank you for your understanding, and we are here to assist you further if needed.
Hellymoon Customer Care Team
Took weeks to receive the dress also…
Took weeks to receive the dress also paid for expedited shipping at $17.99. Ordered a size 6 burgundy hoco dress and received a red, cheaply made, and not true to the size it’s more like a size 2. I contacted them for a refund and was offered 10% refund and I could keep the dress. Who the heck would do that??? Is doesn’t even fit and not what I ordered. I was told I need to pay to return it which is crazy another almost $20 to return a dress what was false advertisement (nearly $40 in shipping there and back) I need something done this is crazy. I could have bought the same dress on SHEIN for less than $20 and free shipping. I thought I was paying for quality.
September 26, 2024
Unprompted review
Reply from Hellymoon
Dear customer,
We sincerely apologize for any inconvenience you have experienced with your order. Please rest assured that we are actively working on significant improvements within our customer service, quality, and logistics departments to enhance your experience. Thank you for your understanding and patience during this time.
We would be grateful for the opportunity to assist you further with your case. However, we were unable to locate your order number using your username. We have sent you a message and would sincerely appreciate it if you could provide us with your order information at your earliest convenience. Thank you for your understanding, and we look forward to your response.
Hellymoon Customer Care Team
Have not shipped order placed on Sept
Have not shipped order placed on Sept. 8. Have not responded to three emails asking for an update. Last update was over 8 days ago and still had not shipped. No customer service at all!!
September 8, 2024
Unprompted review
Reply from Hellymoon
Dear michelle,
We sincerely apologize for the difficulties you are experiencing and greatly appreciate you taking the time to leave a review. Please note that all dresses are made to order, including standard sizes. Have you had a chance to review the tailoring and shipping times listed under the "add to cart" button on the dress page you ordered from? The total order time consists of the tailoring time plus the shipping time. Typically, tailoring takes 7-12 business days, and shipping takes an additional 3-10 business days. Additionally, due to the prom season, our tailors are working diligently to ensure timely deliveries, and we are doing our utmost to expedite your order. Thank you for your understanding.
Hellymoon Customer Care Team
The dress I received looked NOTHING…
The dress I received looked NOTHING like the pictures they featured. The sizing guide was also inaccurate. When I initiated a return (due to the dress being way too small), I was told I was 1 day late, so they would not allow me to return the dress. I will never order from this company again.
September 25, 2024
Unprompted review
Reply from Hellymoon
Dear customer,
We hope this message finds you in good spirits. We would like to extend our sincerest apologies for any inconvenience you have experienced with your order. We are currently implementing significant enhancements within our customer service, quality, and logistics departments to better serve you.
We would like to look into your case specifically and offer better assistance, but we are unable to find your order number after checking your username. So we have sent you a message and would highly appreciate it if you could get back to us with your order information. We look forward to hearing from you soon.
Thank you for your understanding, and we wish you a wonderful day!
Kindest Regards,
Hellymoon Customer Care Team
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Do Not order from this company!!
I ordered a dress and paid for expedited shipping. After a week the dress was not shipped so I emailed to start the return process before the dress was shipped. They refused to refund for dress instead offering the shipping charge refund. Do not order from this site!! This company is a fraud! I will be reaching out to the FTC to file a formal complaint. They make it seem like their return policy is easy and they at all concern about customer service but don’t be fooled. Don’t order from this company.
September 17, 2024
Unprompted review
Reply from Hellymoon
Dear Yfry,
We sincerely apologize for the situation you are experiencing. Please note that all dresses are made to order, including standard sizes. We kindly ask if you have noticed the tailoring and shipping times listed under the "add to cart" button on the dress page you ordered from. The total order time is the sum of the tailoring time and shipping time. Typically, tailoring takes 7-12 business days, while shipping takes 3-10 business days. We appreciate your understanding, as we also invest time and resources to produce your dress. For your reference, our cancellation policy is available on our website and is clearly outlined. If you have any questions or need further assistance, please do not hesitate to reach out to us at customercare@hellymoon.com. We are always here to help.
Kind regards,
Hellymoon Customer Care Team
Do not order from this company!
Do not order from this company!! Unless you know for a fact you will not need to return the dress. Order a very cute dress for my daughter for HOCO. We measured her to make sure we ordered the right size but when the dress came it just did not fit right in certain spots. So we decided to return the dress. Biggest mistake ever! I contacted customer service within the seven days they require, and they offered me a 30% refund and I could keep the dress. What was I going to do with this dress when my daughter couldn't wear it? I thanked them for the offer but told them that I would prefer a full refund. Customer Service did come back and tell me they wanted me to be satisfied and offered me a 100% store coupon and I had to return the dress. I told them that if that was the best they can do then I would accept it but I wasn't pleased about it. Once again, they came back and said they would provide me a 100% refund once the dress was returned. They provided me the return information, I thanked them and got a package put together. I took a picture of the packaging, packing slip, and label sent them the pictures. They thanked me and said they would be back in touch once the dress was back at their warehouse. I got a proof of delivery from FedEx once the dress was delivered and waited about a week before reaching back out. I have now sent 4 follow up emails asking about my return, and I have yet to hear back. This was over a month ago. I'm afraid at this point I'm down $145 and will never see it again. So please do not order from this company unless you are 100% sure you will not be returning the dress. Do not want anyone else going through what I'm currently battling.
Responding to Hellymoon:
Order # WBHMUSSL1366
SKU: HMUSYYZL692 Navy US12
Ticket Id: 68BOYV
Agents Name: Fage
If you need farther information, let me know and I will provide you with all the emails that have been sent.
August 17, 2024
Unprompted review
Reply from Hellymoon
Dear Amanda,
Thank you very much for your detailed comment. We truly appreciate you sharing your situation with us. We are sincerely sorry to hear that the dress we sent you does not fit as you had hoped. We completely understand how frustrating it can be when clothing does not fit properly. Please rest assured that we welcome returns, and our return policy is available on our website, along with the necessary instructions.
We also apologize for the delay in our response. We would like to assist you further with your specific case, but we were unable to locate your order number using your username. We have sent you a message and would be extremely grateful if you could provide us with your order information at your earliest convenience. We look forward to hearing from you soon.
Hellymoon Customer Care Team
NEVER AGAIN!
Was told dress would be expedited. No tracking information provided. Contacted customer service and they told me more than 2 weeks before it will be sent out. NEVER AGAIN!
September 13, 2024
Unprompted review
Reply from Hellymoon
Dear Kovenant,
Thank you for taking the time to leave a review! We would like to extend our sincerest apologies for any inconvenience you may have encountered with your order. We are currently undertaking significant enhancements in our customer service, quality, and logistics departments to better serve our esteemed customers.
To assist you in resolving this matter as swiftly as possible, please do not hesitate to reach out directly to customercare@hellymoon.com. We are here to help you and are eager to assist.
Thank you for your understanding. Wishing you a wonderful day!
Kindest regards,
Hellymoon Customer Care Team
The absolute worst website i have ever…
The absolute worst website i have ever ordered from. Purchased a dress for a very important event and when I received the dress it was nothing as expected. Very cheap and poor quality. I emailed them requesting a refund and they emailed back offering me 10 percent and for me to keep the dress. I am furious! What am I suppose to do with 10 percent?
September 4, 2024
Unprompted review
Reply from Hellymoon
Dear Judy,
We sincerely apologize for any inconvenience this may have caused. Our goal is for every customer to be fully satisfied with their purchases. We would like to look into your case specifically and offer better assistance, but we are unable to find your order number after checking your username. So we have sent you a message and would highly appreciate it if you could get back to us with your order information.
Thank you again for shopping with us. We hope you'll give us another chance to provide you with a five-star experience. Don't hesitate to reach out if you have any other questions or concerns. Looking forward to your response.
Hellymoon Customer Care Team
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ZERO STARS!!! DO NOT ORDER FROM THEM!!!
ZERO STARS!!!!
Item shipped was nothing at all like the item ordered. They played games back and forth when it came to the returns. I am currently waiting on a PayPal refund with them after spending another $15 to ship it back to them in TX, after it took 3 weeks to ship from China. The dress is Shein quality at best however we ordered gold and the dress that came was off-white and not at all the same materials as in the picture.
August 11, 2024
Unprompted review
Reply from Hellymoon
Dear Sara,
We take the quality of our garments very seriously, however, we apologize for our clothing not being the quality that we strive for. We have sent your feedback on the products to related departments and we will keep sticking to uniform standards to guarantee the quality and make them as consistent as pictures.
We sincerely apologize for not being able to resolve your issue in a timely manner. We would greatly appreciate the opportunity to understand your situation better and provide you with the assistance you need. However, upon reviewing your username, we were unable to locate your order number. To assist you further, we have sent you a message requesting your order information. We look forward to your response. Thank you for your understanding.
Hellymoon Customer Care Team
Zero Stars
I would give them zero stars if I could. I ordered a dress, they sent the wrong size. They told me I had to send back the dress at my expense to get a refund minus the shipping I paid almost $20 for! It was their mistake not mine. There is no phone number just email. They say the same script to everyone. This place is a scam. Do not buy anything. It comes from China. I am still trying to get my money. DO NOT BUY FROM!
August 27, 2024
Unprompted review
Reply from Hellymoon
Dear Kris,
Thank you for contacting us regarding the sizing issue with your recent order. We sincerely apologize that the item did not fit as expected.
We totally understand that sometimes standard size item may not fit will as customized items. Please rest assured. We would like to look into your case specifically and offer better assistance, but we are unable to find your order number after checking your username. So we have sent you a message and would highly appreciate it if you could get back to us with your order information. Looking forward to your response.
Hellymoon Customer Care Team
Horrible customer service!!
*Update 8/31* I added a star, since they authorized both dresses to be returned. I have sent both dresses back and emailed required pictures. They did respond thanking me and said I would receive refund once they processed return.
I will continue to update.
*Update 8/29* they did finally authorize the return of one of the dresses and I received the 2nd 3 days ago-I am still waiting on authorization to return this dress-once I do I will edit and update rating if warranted.
Horrible customer service!!
I am currently going back and forth on email with this company to try to return a product. I paid expedited shipping-but it did not arrive in the time they stated so definitely DO NOT waste your money. It appears that doesn’t matter what kind of shipping you pay you’re going to get it in the same amount of time.
Furthermore-They try to barter with you on percentage off to keep your product, told them I do not want that option. I want a refund and I want to return the product as their website and policy states.
Now-They are giving me an option of “coupon code “for 100%
I don’t want a coupon! I want my money back!
I will continue to update if anything changes, but most likely I will be filing a complaint and will get AMEX involved-so if you ignore this and do buy from this company at least use a reputable credit card that will represent you if this happens.
Nice dresses but HORRENDOUS customer service
August 19, 2024
Unprompted review
Reply from Hellymoon
Dear Jodie,
We checked that your order was placed on August 16, 2024, and the system shows that your order was signed for on August 26. We attach great importance to the timeliness of package shipments. According to the delivery time on our website, we ship the goods within the delivery time.
In addition, in order to meet the different needs of customers, we usually provide multiple options as solutions to speed up the return/exchange process and save customers' time. Of course, we also support full refunds, which is an option available to our customers. We respect our customers' choices and decisions.
For customer service, we are committed to improving our communication services to ensure that all customers enjoy a smoother shopping experience. We are actively investigating your concerns. Please be assured that we will take the necessary steps to resolve these issues and prevent similar incidents from occurring in the future.
In your case, one of our customer service representatives has sent you an email so that we can discuss it further with you and see what solutions we can come up with. Please check it out at your convenience. We hope to hear from you soon!
Best regards,
Hellymoon Customer Care
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