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
What people talk about most
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
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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
See how their reviews and ratings are sourced, scored, and moderated.
Absolute rip off
Absolute rip off
Stay away from this company
I’m forced to keep the item that’s to small because they want £15 return fee
Never have I paid that amount for a return !! Never will I order again
April 20, 2026
Unprompted review
Reply from Hello Molly
Hi Kelly, 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 where we can waive/cancel the return fee on our end of our return label service.
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
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£15 as a refund fee is outrageous and…
£15 as a refund fee is outrageous and against statutory rights. I would not buy from this company and I will not again. Quality was poor also
April 26, 2026
Unprompted review
Reply from Hello Molly
Hi Miss McCartney, 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
So I am new to Molly and really was…
So I am new to Molly and really was excited about getting my purchase , firstly they dangle a carrot in front of you to say you will get 10% with a code if you register with them with your first order . Then you get to checkout not only did the price go up twice …first of all from £79 them up a £1 when I tried to refresh as my discount code I was promised seemed non existent 🙄.
Needless to say I’ve not bothered ordering because of both of these problems .. why offer the code with your first purchase if it dosent work when you get to checkout 🤷♀️ also why would the cost go up a pound just when I tried it again ?
Not with the stress to be honest , shame really as the jacket looks nice
Also after reading the review on returns , that’s also put me off .. I don’t know if this will be my size and if I need to return for different size … I need to pay a hefty £15 .. 😳😡.. no thanks , for that price I can buy a lovely top or another purchase
April 26, 2026
Unprompted review
Reply from Hello Molly
Hi Teresa, thank you so much for your feedback. We're sorry to hear that you had encountered an issue with using the discount code at checkout. Our support team are here to help make it right so you are more than welcome to send through an email to info@hellomolly.com where they can get that sorted ASAP, including on checking on the overall pricing at checkout for the item/s you are after.
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.
We constantly review our products and processes, so your input is really valuable to us!
If there is anything else we can help you with, please let us know. xo
I was a mess when making an order
I was a mess when making an order. First, I ordered the wrong dress. Steph took care of it for me. Second, I did not choose expedited shipping when ordered right dress. Steph took care of it for me. Third, once we got the right dress, which was beautiful btw, my daughter just didn't like the way it looked on her. Steph again took care of it for me. Great products and exceptional customer service!!! Brooke
April 25, 2026
Unprompted review
Reply from Hello Molly
We take care of our customers, Brooke! Thank you so much for your very kind review about the assistance you received from Steph. We really appreciate it and thank you for shopping with us! :) xo
bad return policy they charge £15 which…
bad return policy they charge £15 which i think is ridiculous
April 23, 2026
Unprompted review
Reply from Hello Molly
Hi Lovely, 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
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Very disappointing quality and…
Very disappointing quality and expensive returns.
The dresses looked much better online than they did in person. The fabric was stiff, and the glitter embellishment felt like cheap plastic rather than something elegant or good quality. Overall, the material felt very cheap - more like something from Shein than what I expected for the price.
The biggest issue is the returns policy. I returned the dresses, but a £15 fee is deducted from the refund. That is a substantial amount! I’m not even sure that’s legal. Customers should be aware of this before buying, because if the product does not meet expectations, returning it can be costly.
In my experience, the quality did not justify the price, and the return costs made the whole situation worse. Please read the policy carefully before ordering.
April 17, 2026
Unprompted review
Reply from Hello Molly
Hi Lia, thank you for taking the time to share your feedback. We really apologise to hear that you weren't satisfied with the quality of the items you received. 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
Lisa in the customer service team was amazing
Lisa in the customer service team was great, had a dirty mark on the dress I ordered, which is no biggy it happens, and I was issued a full refund straight away without the need to return. Couldn’t fault the service I have been provided! Also delivery was so quick, ordered at 11am and came by lunch time the following day. The dress is absolutely beautiful (minus the mark lol) and the colours are gorgeous, definitely will be ordering again.
Thank you Lisa :)
April 23, 2026
Unprompted review
Reply from Hello Molly
Thank you so much Polly-Anna! We are very delighted to hear about your customer service experience with Lisa. We're sorry that you had received a faulty item to begin with, however, we're glad to know that your query was quickly resolved. Thank you for shopping with us! :) xo
£15 charge to return item
Quality of the dress was very poor. For a dress costing £75 id expect it to be lined and not be seen through. I was able to return the item no problem to get a refund however the £15 charge to return an item is extortionate!!! There were other items on the website I had thought of trying but I'll never be shopping with them again when they charge £15 for every return. Ridiculous!!
March 9, 2026
Unprompted review
Reply from Hello Molly
Hi Vic, 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.
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
Impossible to get in touch with them
Impossible to get in touch with them! No contact number and only an AI robot. Waiting for a response from email since 21/04. They received my tracked return on 13/4/26. I paid my own postage as their £15 return fee for a label is extortionate. No email that they received dress which was so different to the pictures on website and no refund received. Someone please get in touch with me 🙏🏻
April 23, 2026
Unprompted review
Reply from Hello Molly
Hi Caroline, thank you for your feedback. We very much apologise for any delay in receiving a response to your query. Rest assured, our support team have received your email and are currently working as efficiently as possible to get through the high number of enquiries within the queue at the moment. We really appreciate your patience during this time and you can expect to hear from them shortly. xo
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Great customer service
Great customer service - very prompt and polite replies!
April 22, 2026
Unprompted review
Reply from Hello Molly
Hi Olivia! Thank you so much for positive feedback. We're so glad to hear about our support team's help to your query :) xo
Extremely low quality products priced…
Extremely low quality products priced at a premium. Their return process and policy is shady and takes advantage of their consumers.
April 4, 2026
Unprompted review
Reply from Hello Molly
Hi Lara, we are very sorry that you weren't satisfied with your recent purchase. Our support team are here to help with anything you need so if you do need assistance with the return process, the return fee and/or organising a refund back to your original payment method at all, please email info@hellomolly.com with your order number. Thank you! xo
Absolutely disgusted I’ve been charged…
Absolutely disgusted I’ve been charged £20 to send an item back I don’t like they give you no choice but to pay £15 if you want money back , plus your delivery fee of £5 will NEVER order from here again daylight robbery £20 to try a dress!! Shame on u Oh Molly
April 23, 2026
Unprompted review
Reply from Hello Molly
Hi Allison, 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
The dresses I ordered are so beautiful…
The dresses I ordered are so beautiful and Bianca from customer service provided me with the best service following a request for refund.
April 23, 2026
Unprompted review
Reply from Hello Molly
Hi Jure! We're so happy that you were pleased with Bianca's customer service. Thank you for shopping with us! :) xo
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Love this brand and staff that run it
Love this brand and staff that run it
The orders are always delivered so quickly and the garments are so beautiful and good quality.
The staff are so sufficient and prompt in all their replies and help.
Thanks guys for your amazing work.
April 23, 2026
Unprompted review
Reply from Hello Molly
Hi Jenna! Thank you so much for your love and support of our brand and team! We are really appreciative of your review and we're here to make your shopping experience enjoyable! :) xo
Great customer support
After receiving a dress & deciding it wasn’t for me, I returned the parcel through DPD. There were some issues & took over a month to resolve, however, the parcel was deemed missing & Hello Molly where able to process my full refund. I understand the parcel going missing wasn’t Hello Molly’s fault & massively appreciate the choice of refunding me, despite the issue not being in their control. 10/10 customer service in the end despite it being very frustrating to start with.
The help I had from Tanya at customer service helped put my mind at ease & I will be back to purchase again when needed thanks to Tanya!
Thank you for helping me resolve this issue & really appreciate all the help! X
April 19, 2026
Unprompted review
Reply from Hello Molly
Hi Aimee! 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 Tanya was able to guide you through the process and come to a positive outcome. We appreciate you and we look forward to having you shop with us again! :) xo
Dress quality was nice but too small on…
Dress quality was nice but too small on the chest, would have ordered the next size up but charging £15 for a refund is ridiculous and I didn’t want to take the chance it would be too big and I’d lose another £15. I know you’ve replied to other complaints stating we can contact customer services to arrange our own return/shipping label but in my opinion this should be made clearer at the point of purchase/ refund process. This has put me off ordering from here again.
April 22, 2026
Unprompted review
Reply from Hello Molly
Hi Lovely, thank you so much for your feedback; we genuinely do appreciate it. We currently have a sub-heading on the 'Returns' section of our website that says: "RETURNING WITH YOUR OWN COURIER": https://www.hellomolly.co.uk/pages/returns
However, we thank you for your input to make this more clearer for our customers. If you’d rather arrange your own return, please 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.
You are more than welcome to purchase a selection of sizes and/or items to try on and send them back at the one charge with our return label or using your own courier.
We constantly review our products and processes, so your feedback 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 customer service was amazing
The customer service was amazing, specifically Steph! She replied very quick to my emails and concerns and was so helpful and kind!
April 15, 2026
Unprompted review
Reply from Hello Molly
Hi Hannah! We're so happy to hear about Steph's customer service to your query. Thank you for shopping with us! :) xo
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Dresses are lovely but be aware of return cost!
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 dresses for choice, kept 2, returned 2. Unfortunately I would begrudge ordering again for the crazy return cost!
April 21, 2026
Unprompted review
Reply from Hello Molly
Hi Nicola, 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
Charging £15 for a refund in this day…
Charging £15 for a refund in this day and age is bordering on extortion! I’m absolutely ok with being charged a refund charge but £15 is a joke and not seen in the market. I will not be shopping here again.
April 22, 2026
Unprompted review
Reply from Hello Molly
Hi Caroline, 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- very helpful
Great Customer Service- very helpful.
Tanya is the lovely Customer Service Representative who helped me and she was awesome
Great experience
Thank you
Trudy
April 20, 2026
Unprompted review
Reply from Hello Molly
You are awesome, Trudy! Thank you so much for sharing your kind feedback about Tanya's assistance. We're delighted to hear about it and we thank you for shopping with us! :) xo
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