FAQ

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. We ship all AU orders 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 and transit times to other destinations.

Please note that these shipping times may not be accurate as a result of courier delays out of our control. All shipping times are estimates only.

Please send your returns to:

Hello Molly
PO Box 286
Strawberry Hills
NSW 2012

Refer to our Returns Page for full details and information on international returns.

We offer evening (6pm-10pm) delivery to select postcodes in the metro Sydney area Monday to Friday (excluding public holidays). See below for a full list of suburbs where you can access this service. If you are eligible it will appear as a shipping option at check out once you put in your address details.

Please call us on 02 9017 0300 if you are experiencing technical difficulties.

We aim to pack and ship out your order as quickly as possible. If you need to make a change to your order, contact us as quickly as possible on +61 2 9017 0300.

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

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 if ordering through our Australian Website, 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.

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 or inventory error with some products during the dispatch process.

If this happens and we are unable to fullfill the order, 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.

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 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.

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.

Some payment methods occasionally have additional validations and are not authorised straight away. This is most common with Paypal or Klarna. In these cases, while you would have received an order confirmation, your order will not be shipped until the payment is fully authorised. If you have concerns about the payment for your order please contact our Customer Care team via info@hellomolly.com straight away so we can check for you.

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). On the US site you will also be given the option to shop in your local currency thanks to our partner Global-E.

Please note if your local currency does not match the currency you are shopping in, 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.

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.

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 experience 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.

We offer various payment options that allow you to pay in interest-free installments including AfterPay, Klarna and Shop Pay. If you select one of those options, you are subject to the terms and conditions of the respective payment method. In most cases, you will be charged the first instalment at the time of purchase and the remainder will be debited overtime per your agreed schedule with the payment processor.

Payment is arranged between you and the third-party payment processor. They 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 the third-party.

Store credit is issued to customer accounts. If your Hello Molly account has credit on it, make sure you are logged in when you check out. On the checkout page, you will have the option to apply your credit to the order! Please ensure you do not use an express checkout method however as it will bypass the store credit option. You must proceed through our standard checkout.

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

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.

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.

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.

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.

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.

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.

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.

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.

To make a return, please follow the instructions on our Returns page here.

Once you have a registered your return, please use the prepaid label to send it back.

To send your return back using an alternative method, address all eligible returns to:

Hello Molly
PO Box 286
Strawberry Hills
NSW 2012

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

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.

Store credit is issued to accounts. If your Hello Molly account has credit on it, make sure you are logged in 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.

Our Returns Department tries to process all returns in a timely manner but please allow up to 7 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.

Please note Happy Returns is currently only available for customers located in the contiguous USA.

Select Happy Returns as your return solution to drop off your return at a Return Bar (9,000 locations in the USA and growing!) near you. You will be issued a QR Code to present at the Return Bar. You do not need to repackage the return as if it is being sent back. Please just ensure all your items have the original tags attached and items with individual packaging (e.g. shoe boxes) are returned with that original packaging.

Your return will be processed at the Return Bar. Please note there is a limit of 9 items per return to a Return Bar. If you wish to return more than 9 items via Happy Returns, you will need to split it into two returns and pay twice accordingly.

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.

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.

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.

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.

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.