FAQ

FAQ

FAQ

Cancelling gift vouchers

If you wish to cancel a gift voucher, please contact our Customer Care team via info@hellomolly.com as quickly as possible. As long as the voucher hasn’t been used, we can cancel it for you.

Cancelling your order

We aim to pack and ship out your order as quickly as possible. If you need to cancel your order, contact us as quickly as possible on +1 (818) 900-7796. We’ll try our best to accommodate the cancellation but unfortunately we cannot guarantee that it will be possible.

Changing your order

We aim to pack and ship out your order as quickly as possible. If you need to make a change your order, contact us as quickly as possible on +1 (818) 900-7796.

We’ll try our best to accommodate the change but unfortunately we cannot guarantee that every change will be possible.

Customs

If you’re experiencing issues with Customs in your country, please contact our Customer Care team via info@hellomolly.com so that we can help you receive your order as quickly as possible.

Please note taxes and duties may be charged for international duties. All applicable customs and import duties and fees, taxes and any other charges are the responsibility of the customer, even if you refuse the shipment upon delivery.

Customs authorities require by law that we state the value of your order directly on the package. Customs agents have the right to release or deny release of your package and, in rare cases, they may also delay delivery.

Incorrect item in your order

Unfortunately on occasion our warehouse may send out an incorrect item. If this has happened to your order, please contact our Customer Care team via info@hellomolly.com so we can sort this out as quickly as possible. Include your order number, the name of the item you ordered and the code on the tag of the item you received.

Missing an item from your order

If an item is missing from your order, please contact our Customer Care team via info@hellomolly.com with your order number and the name of the missing item. We will resolve this issue as quickly as possible.

Order verification and fraud checks

Hello Molly takes every measure against credit card fraud. If we suspect or our fraud system flags that a your order may be fraudulent, we will contact you to confirm certain details. If you refuse to respond with the required information, we reserve the right to cancel the order.

Out of stock items post-order

Hello Molly always strives itself on providing high quality products and service to its customers at an affordable price but from time-to-time during the order processing stage we may discover a manufacturing fault with some products or that some products are not 100% satisfactory for dispatch.

If this happens and the item is the last unit in stock of that product, we reserve the right to cancel the product from the order and issue a full refund of the product price to the customer’s original payment method. The customer will be notified via e-mail of this cancellation as soon as possible.

Received a faulty item

If you believe your item is faulty, please contact our Customer Care team via info@hellomolly.com straight away with your order number, the item name and a description or photo of the fault. We will sort this out as quickly as possible!

Please note that loose or excess threads and irregular prints are not considered faults as these are often natural results of the manufacturing process. Please read the description of each item carefully before purchasing.

Refunding the price difference

If you see that we’ve reduced the price of an item you recently ordered, unfortunately we cannot refund the difference. Our prices change according to stock and demand from customers as well as occasional promotions. We apologise for any inconvenience.

Charging your account

If your card is authorised, payment will be taken straight away and you’ll receive an email confirmation for your order. If your card is not authorised, your order will not go through. You may need to contact your card issuer.

If you pay via e-cheque through PayPal, please note it could take several days for your payment to reach us. While you would have received an order confirmation, your order may actually be in ‘Payment Review’. If you do not receive tracking details shortly after placing your order, please check your PayPal account to ensure the funds have been processed.

Currency conversions

Hello Molly offers you the option to shop either in Australian Dollars or United States Dollars. To switch between the two currencies, simply toggle the currency icon at the top of the page.

If you are shopping on our Australian site, all orders are charged in Australian Dollars (AUD).

If you are shopping on our US site, all orders are charged in United States Dollars (USD).

The bank that has issued your card determines the exact exchange rate that you will be charged, but in general it should match closely with the current global rate.

For an estimate of the current rate, check XE – Foreign Exchange Rate Calculator.

Please note that we do not make any guarantees or promises about the current exchange rate or what you will be charged by your bank. That is out of our control.

New Zealand GST

As of 1 December 2019, New Zealand enacted a new GST policy wherein international retails shipping to New Zealand must pay 15% tax on parcels entering the country. As a result, when you select New Zealand as your destination country at checkout, 15% will be added to your order total (excluding shipping fees).

USA State Sales Tax

Your order may be subject to State Sales Tax. This is calculated at checkout and is based on your delivery address. Some states also apply sales tax to shipping so you may notice the total tax amount adjusts depending on which shipping method you select.

Ordering

Once your shopping bag is full of all the items you want to purchase, you can check out by accessing your bag in the top-right corner of the screen. You will also be given the option to ‘View Bag’ in a pop-up window after you have successfully added an item to your cart.

After you click ‘Submit Order’ during the checkout process and your payment is successfully received, you will get a confirmation email from Hello Molly. If you checked out with your account you can also check the status of your order by logging into your account dashboard.

Paying for your order

We accept various payment methods including Visa, MasterCard, American Express, PayPal, AfterPay and Hello Molly store credit. We take your payment security very seriously so be assured that your details are safe with us.

We do not accept payment via cheque or Cash On Delivery.

We take fraud very seriously, so all credit and debit card holders are subject to validation and authorisation by both us and your card issuer.

If you’re paying with a valid credit card and seeing an error, please double-check that you have entered the credit card details correctly.

If you have entered the correct details and still see the error, you may wish to consider checking out with an alternative payment method or contacting your card issuer.

Paying with AfterPay

Select ‘AfterPay’ under ‘Payment' at checkout then click 'Complete Order’. A pop-up will appear prompting you to log in to your AfterPay account (or to create one if you do not already have an AfterPay account).

You must be over 18 years old and living in Australia and have a valid Australian credit or debit card to use AfterPay.

Once AfterPay has verified your details, the order can be put through. You will be charged the first instalment at the time of purchase and the remainder will be debited over the next 6 weeks.

Payment is arranged between you and AfterPay. AfterPay will provide you with the full payment schedule as you complete the purchase (late fees apply if you fail to make a payment).

If you make a return, Hello Molly will issue store credit and you are still expected to complete your payments with AfterPay.

Paying with PayPal

Select ‘Paypal’ under ‘Payment' at checkout then click 'Complete Order’. You will be redirected to the PayPal website and prompted to complete your order.

Paying with store credit

Store credit is issued to accounts. If your Hello Molly account has credit on it, make sure you are logged when you check out. On the checkout page, you will have the option to apply your credit to the order!

You will be prompted for another payment method if your store credit doesn’t cover the entire value of the order.

Also please note, accounts are not transferable between our Australian and US sites. If you have credit in Australian Dollars that you wish to use on the US site (or vice versa), please contact our Customer Care team at info@hellomolly.com

If you forget to apply your store credit to your order, please contact our Customer Care team at info@hellomolly.com

PayPal payment and e-cheque delays

Payments and e-cheques made through PayPal may be subject to delays caused by the processing times between your bank or financial institution and PayPal.

In accordance with the recommendations issued by PayPal, we don’t ship out orders until we have received confirmation from PayPal that the payment has been cleared.

Orders where payments are delayed or not cleared (e-cheques) will be placed on hold until payment has been received by Hello Molly.

Promo codes

Occasionally we may do promotions which require you to put in the code at the shopping cart. You need to enter the code exactly as it was given to you, without any spaces. If it still doesn’t work, it’s possible that the code is expired.

Promo codes for new customers

Sign up to our email newsletter for a one-time use discount code for new customers. If you have any trouble receiving your code, please contact our Customer Care team at info@hellomolly.com

Australian delivery

All orders received before 2pm local Sydney time on a business day are shipped out that same day. Otherwise they’re sent out the next business day. We ship everything express so if you are within an Australian Metro Area (check here) that means next business day delivery!

Please refer to our Shipping Page for full details.

Customs

If you’re experiencing issues with Customs in your country, please contact our Customer Care team via info@hellomolly.com so that we can help you receive your order as quickly as possible.

Please note taxes and duties may be charged for international duties. All applicable customs and import duties and fees, taxes and any other charges are the responsibility of the customer, even if you refuse the shipment upon delivery.

Customs authorities require by law that we state the value of your order directly on the package. Customs agents have the right to release or deny release of your package and, in rare cases, they may also delay delivery.

Delivery instructions for Australia Post

Orders shipped from Hello Molly within Australia by default are sent with authority to leave.

Australia Post will capture a signature wherever possible however if you are not home to accept the package, if the carrier deems there is a safe place to leave the parcel he or she will do so. A picture will be taken of where the carrier has left the parcel for evidence.

Some orders may receive an option to ‘Safe Drop’ the package in the tracking e-mail from Australia Post so you may be able to request a safe drop with Australia Post via the tracking e-mail to waive the need for the signature and not require the carrier to assess whether or not it is safe to leave.

Please note that ‘Safe Drop’ is a service provided by Australia Post and not Hello Molly. Customers selecting this option do so at their own risk.

Hello Molly is not responsible for any loss of orders or delivery errors made by Australia Post or the delivery company in accordance with our Terms & Conditions.

Delivery instructions for DHL

Customers can contact the DHL Office in their country and quote the tracking/AirWay Bill (AWB) number to authorise it to be left or to provide instructions for the delivery of their order.

In certain circumstances where the customer is not available to sign for the package at the shipping address, DHL may leave customer's package at the shipping address if the DHL Driver deems it to be safe to leave it and, however, this is entirely at the discretion of the driver.

Hello Molly is not responsible for any loss of orders or delivery errors made by DHL or the delivery company in accordance with our Terms & Conditions.

International delivery

We aim to ship all orders received before 2pm local Sydney time on a business day that same day. Otherwise they’re sent out the next business day. Express delivery to the USA typically takes 2-4 business days from the dispatch date and standard delivery takes about 5-9 business days. For all other countries, the average delivery time frame is 7-9 business days.

Please refer to our Shipping Page for full details.

International PO Boxes

DHL Express is the default international shipping method for destinations outside of the United States, Australia, New Zealand and Canada but it does not deliver to PO Boxes.

Orders received with shipping addresses to international PO Boxes will be shipped with Express Courier International (EMS). Please note shipping via EMS may take 1-2 business days longer than DHL Express.

Missing order

If it’s been a week since you placed your order and you still haven’t received it, please contact the courier company (details will be available in your tracking email). If they’re unhelpful, contact us through info@hellomolly.com and we’ll start investigating straight away!

No collection card from Australia Post

A collection card for your package will be left by Australia Post if there is an attempted delivery by Australia Post but no one is at the shipping address to sign for the package or it is not safe to leave unattended.

Australia Post holds undelivered packages for collection for a limited period of time. Once the collection period has expired, Australia Post will return the package to its sender. We urge all customers to make time to collect their package at the earliest possible opportunity to avoid the package being returned to Hello Molly.

If you can’t find a collection card in your letterbox or your property but can see from the tracking that it is “Awaiting collection” at an Australia Post outlet (LPO) then you can still collect your package from the designated post office in the tracking by:

Going to the designated Post Office noted in the package tracking details where the package is awaiting collection.

Quoting your tracking number or showing the Post Office Personnel a copy of the tracking e-mail you initially received from Australia Post.

Providing photographic identification such as your driver’s licence or passport which matches the name of the recipient printed on the package. Note that you may be asked to provide additional forms of documentation to prove your identity and collect your package - this is at the discretion of the Australia Post Personnel.

Orders to Canada

Due to complaints from many of our Canadian customers regarding DHL, we exclusively use Australia Post (Express Courier International - EMS) for Canadian orders. Please notify us in advance if you prefer we use DHL.

Overnight shipping to US

Hello Molly doesn’t offer an overnight shipping method to the US at this time.

The fastest shipping method we have available to the US is our DHL Express service. Delivery usually takes 2-4 business days after the dispatch date. Please note DHL does not deliver to PO Boxes.

For more information please see our Shipping Policy

Same-day delivery

If you order before 12pm on a business day you may have the option of having your order delivered between 6-10pm that evening.

For more information and a list of all eligible suburbs and post codes please visit here here.

Tracking

Once your order is dispatched from our warehouse, you’ll receive a tracking email from the courier. Please follow their instructions to track your parcel. In most cases, it may take up to 24 hours for tracking information to become available. If you still don’t see any tracking details after 48 hours, please contact us at info@hellomolly.com for assistance.

If you haven’t received a tracking email, please check your junk mailbox before contacting us.

Exchanges

Hello Molly does not offer holds or "automatic" exchanges upon return so you will receive store credit when your return has been processed which you can use to re-order the correct size/colour you needed or another item from our amazing range if you see something else you like.

Making a return

Before returning items, follow the instructions on our Returns page here.

Once you have a completed Return Form, please address all eligible returns to:

Hello Molly Returns
PO BOX 286
STRAWBERRY HILLS
NSW 2012
AUSTRALIA

We strongly advise you to retain a copy of the tracking/serial number of your return package to allow for easier tracing

Refunds

At this stage refunds are only offered in the case of faulty items. Change of mind returns are issued store credit. If you feel your order qualifies for a refund, please email us at returns@hellomolly.com

Refunds back to credit/debit cards can take 5-7 business days to process and appear in your account again depending on your financial institution. If you still haven’t received your refund after 7 business days, please first contact your financial institution and request an up to date status on any pending refunds on your account. If there are no pending refunds for your account, please email our Customer Care team to chase up the refund at info@hellomolly.com

Please note that foreign transaction fees and currency conversion fees incurred during the initial order payment transaction are charged by the respective credit card company or bank institutions and not Hello Molly hence we cannot refund such fees. You will need to get in contact with your credit card company or bank if you are enquiring about the refund of such fees.

Check out our full Return Policy here.

Returning something purchased with AfterPay

If you wish to return something you purchased using AfterPay, the process is the same as regular returns. Unless the item is faulty, you will be issued store credit for the full amount of the unwanted item. You will continue to be charged by AfterPay until you have paid all your instalments.

Store credit

Store credit is issued to accounts. If your Hello Molly account has credit on it, make sure you are logged when you check out. Under ‘Payment’ on the checkout page, you will have the option to apply your credit to the order!

If you make a return and don’t have an account with us, we will send an account activation email to the email address associated with your original order. Also please note, accounts are not transferable between our Australian and US sites. If you have credit in Australian Dollars that you wish to use on the US site (or vice versa), please contact our Customer Care team at info@hellomolly.com

Turnaround time for returns

Our Returns Department tries to process all returns in a timely manner but please allow up to 10 business days for your return to be processed once delivered to our office, particularly during busy periods such as the holidays.

Note that the turnaround time for returns may fluctuate from time-to-time depending on the volume of returns.

Alterations

Hello Molly offers product sizes as is and does not offer an altering service.

As we stock our products from a range of suppliers and brands we are unfamiliar with whether certain products would be suitable for alterations, we advise our customers to seek expert opinion from a skilled tailor or dressmaker for information in this area.

Please be advised that we do not accept garments which have been physically altered in any way, all returns must meet all the conditions of our Returns Policy here to be accepted by our Returns Department.

Cancellation

We reserve the right to cancel any order if we are unable to provide the requested product. In these rare instances, you’ll be contacted immediately and given a full refund.

Item appearance

Different computers have different screen resolutions so it’s possible the colours, particularly neon tones, will be slightly different in real life from what you see on your screen. That said, we try very hard to represent the garments perfectly when taking photos. We emphasise any special features and try to actively show how the fabric sits and moves.

Please note that loose or excess threads and irregular prints are not considered faults as these are often natural results of the manufacturing process. Please read the description of each item carefully before purchasing.

Lay-by or hold

You can select AfterPay at checkout if you wish to pay in instalments. We do not offer holds. No product is reserved for you until you complete the ordering process.

New arrivals

Hello Molly releases 100 NEW styles every weekend so be sure to keep an eye on (or bookmark) our New Arrivals page here every week for our newest additions.

Pre-order items

A pre-order item is an item that Hello Molly will be selling in the future but we haven't got the stock in our warehouse just yet.

Our customers can reserve the pre-order item in advance by ordering it so that they can receive it once the stock has arrived at Hello Molly.

You can usually check the estimated arrival dates (ETA) on the product page. Please note that this is an estimate only and we can't guarantee that it will arrive exactly on that date. The ETA is subject to change if the stock delivery is delayed by our supplier.

If you order a pre-order item with other products in the same order, the entire order will be placed on hold and will be shipped out together at the same time when the pre-order item arrives.

If you’re looking to purchase an item for an event coming up, we would suggest that you order an item that is already in stock to avoid disappointment in case the delivery is delayed by our supplier.

Restock notification received but out of stock

Changes in our inventory levels are automatically reflected on our website and this includes items that have been returned to us from our customers so you may have received an e-mail notifying that it's been restocked, however, it does not necessarily mean that we have restocked the item in all sizes.

It is possible that the item in the size that you wanted was restocked, for example, 1 was returned so 1 is available for purchase on our site, and it may have already been bought by someone else on the same restock mailing list before you were able to buy it so it shows that it's out of stock when you visit the page later.

If you see an item that is clearly in stock on the product page but you can’t add it to your cart contact us straightaway at info@hellomolly.com and we’ll help as best we can.

Restocking

We restock our items on a regular basis but this depends on the availability from our suppliers, therefore, we cannot give you an exact answer as to when and whether we will restock certain items.

We suggest subscribing to the item you’re after to be notified when your item or size comes back in stock. Remember to act quick when you get the email because everyone else on the notification list also gets the email!

If you’re looking to purchase the product for an upcoming event, we suggest that you look for an alternative to avoid disappointment.

In certain instances, we may be able to provide you with a restock date so if you’re particularly smitten with an item, email us at info@hellomolly.com and we’ll help as best we can.

Sizing

We know it can be quite tough shopping online, particularly when it comes to sizing. You can find sizing information on each product page as well as our main size guide here.

We also suggest comparing your size to our models for an idea of the size and fit of our products by visiting the model information page here.

If you have further questions about the sizing of a particular garment, email us at info@hellomolly.com.

Smaller or larger sizes (XXS, XL, XXL)

Our products are based on Australian sizing and we mainly stock sizes 6 (XS) to 12 (L).

We try to stock our clothing to accommodate all sizes but can be limited by supplier availability and the design of the products.

Wishlist

If you really like an item but aren’t ready to buy quite yet, please create an account and set up your own wishlist. This will let you keep track of your favourite Hello Molly products.

Please note this does not save or hold the items and they are still subject to being sold out before you purchase them.

Changing Currency

Hello Molly offers you the option to shop either in Australian Dollars or United States Dollars. To switch between the two currencies, simply toggle the currency icon at the top of the page.

Changing your email address

The email address provided when placing your order is the unique identifier for each individual order so we are unable to change the email address for orders once they are submitted.

We suggest that you create an account with your preferred email address and place your orders through that account to keep track of all your new and past Hello Molly orders.

If you put down an incorrect email address you can still enquire about your order status by contacting our Customer Care team at info@hellomolly.com

Email address is not being accepted

Our ordering system is able to accept all email addresses but in the event that you have tried to order using your email address and our checkout or registration system isn’t accepting it, please email our Customer Care team for assistance at info@hellomolly.com

We suggest trying an alternate email address if the first email address doesn’t work or email our Customer Care Team at info@hellomolly.com

Please do not deliberately misspell your email address (e.g. leaving out the com.au) to force the system to accept it as this would lead to you not receiving any emails relevant to your order.

Not receiving emails

After placing an order with Hello Molly, you should receive a variety of emails from us. This includes newsletters, order confirmations, return credit notes and emails from our Customer Care team. If you are not receiving any messages from Hello Molly, there may be a number of reasons for this.

Your email software may be marking our messages as spam. To stop this from happening please add info@hellomolly.com to your email address book.

Please make sure you typed in the correct email address when signing up or placing your order. To test this, try signing into your account with your email address. If it is spelled correctly but you can’t log in, it’s possible we don’t have the right address. Contact us straight away via info@hellomolly.com.

If you are still experiencing issues, contact our Customer Care team giving us as much detail as possible and we will try our best to assist you.

Order confirmation emails

Order confirmation emails are sent to the email address that the customer provides at checkout.

If you haven’t received your order confirmation email within an hour of placing your order please check your SPAM/junk mailbox to see if it may have landed there. If it isn’t there, please contact our Customer Care team at info@hellomolly.com to see if we have received your order before proceeding to place a new order.

Unfortunately we cannot redirect order confirmation emails to different email addresses once the order has been placed so please make sure that you double-check your email is spelled properly at checkout before submitting your order.

Trouble logging in

If you’re experiencing issues logging in to your account to check the status of your order, edit your wishlist or use your store credit, the first step is to make sure you are trying to sign in via the correct website. Accounts are not transferable between our Australian and US sites so if you created an account on one, it will not work on the other. You will have to create a new account.

If you are still having trouble, please email us at info@hellomolly.com and we will assist you as quickly as possible.

Unsubscribe

If you wish to unsubscribe from our newsletter you can either click the ‘Unsubscribe’ link at the bottom of every email, or you can log into your Hello Molly account and adjust your subscription preferences there.