I didn’t receive an order or shipping confirmation, what should I do?
It’s possible the email has gone to your junk folder or maybe Hello Molly has an incorrect email address for you. If this happens, please contact them straight away so they can verify whether the order has been placed and resend your confirmation.
Can I cancel my order?
If you need to cancel your order, contact Hello Molly as quickly as possible. They’ll try their best to accommodate the cancellation but unfortunately, they cannot guarantee that it will be possible.
I have received a faulty item, what do I do?
If you believe your item is faulty, please contact Hello Molly’s Customer Care team straight away with your order number, the item name and a description or photo of the fault. They 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.
What is your return policy?
Merchandise must be returned within 30 days of the order delivery date. Merchandise must be unworn, unwashed, unstained and unperfumed. Merchandise must have all tags, including any Hello Molly hangtags, attached. Any products marked ‘FINAL SALE’ cannot be returned. All footwear returns must include the original shoebox in its original condition, without postal labels.
When can I expect my refund?
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 contact Hello Molly’s Customer Care team to chase up the refund.