FAQ

We aim to ship all orders received before 4pm 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.

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.

We aim to pack and ship your order as quickly as possible. If you need to cancel your order, contact us as quickly as possible on +61 2 9017 0300. We'll try our best to accommodate the cancellation, but unfortunately, we cannot guarantee that it will be possible.

We aim to pack and ship 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 that taxes and duties may be charged for international duties. All applicable customs and import duties, 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 may also delay delivery in rare cases.

Unfortunately, our warehouse may occasionally 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. To expedite the process, please include your order number and a photo of the item you received, as well as the tag/barcode of the item.

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.

Hello Molly takes every measure against credit card fraud. If we suspect or our fraud system flags that your order may be fraudulent, your order will be automatically cancelled. You will receive a notice of the cancellation with the option to contact us to validate the order and have future transactions approved without hassle!

We understand this can be frustrating, but it is a rare occurrence and important for the protection of our customers and brand. Thank you for understanding.

Hello Molly strives to provide 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 dispatch.

If this happens and we are unable to fulfill the order, we reserve the right to cancel the product and issue a full refund of the product price to the customer's original payment method. The customer will be notified via email 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 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 apologize for any inconvenience.

Unfortunately, there are a number of scam/"copycat" websites illegally using our images and pretending to sell our clothes. Please be wary of where you buy from. These sites often use our photographs and copy our names/descriptions. They are scams and if you do opt to shop with them you are likely to receive a low-quality copy of our clothing, an item that is different from what you ordered, or nothing at all. While we actively work to have such websites removed, it can be a slow process.

If you are unsure if a website is affiliated with Hello Molly, please contact our Customer Care team via info@hellomolly.com for advice.

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.

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).

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.

Occasionally we may do promotions which require you to put in the code at the shopping cart. Please note that most promotions come with exclusions which may vary but most typically promo codes cannot be applied to sale items, beauty & wellness, self love, belts, blankets, stockings, jewellery, headwear, homewares, and gift card categories. 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. If you continue to have trouble, please reach out via our Contact Form.

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.

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

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

Once you have 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 as 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 depending on your financial institution. If you still haven’t received your refund after 7 business days, please first contact your financial institution to check any pending refunds.

If there are no pending refunds for your account, please email our Customer Care team at info@hellomolly.com.

Please note that foreign transaction fees and currency conversion fees incurred during the initial order payment are charged by the respective credit card company or bank, not by Hello Molly. Hence, we cannot refund such fees.

Check out our full Return Policy here.

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 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. 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.

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.

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.

If you're not receiving emails, please ensure you check your SPAM/junk mailbox. If the email isn't there, please contact our Customer Care team at info@hellomolly.com and they will help you further.

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. If it isn't there, contact our Customer Care team at info@hellomolly.com before placing a new order.

Unfortunately, we cannot redirect order confirmation emails to different addresses once the order has been placed.

If you're having trouble logging into your account, make sure you're 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.

If you are still having trouble, please email us at info@hellomolly.com.

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