Hello Molly Return Policy

Shopping at Hello Molly is meant to be a delightful experience, but what if your purchase isn’t quite perfect? Don’t worry; we’re here to guide you through our return policy, address frequently asked questions, and ensure that your shopping experience remains smooth sailing.

How to Start a Return at Hello Molly

Returning an item from Hello Molly is a straightforward process. Here are the steps to get you started:

  1. Log in to Your Account: Begin by logging into your Hello Molly account. If you don’t have one, create an account using the email associated with your purchase.
  2. Navigate to Your Orders: Head to the ‘Orders’ section within your account.
  3. Initiate the Return: Select the order containing the item you wish to return and follow the provided prompts. Ensure that your return meets our specified requirements (details below).

Explaining the Policy for Damaged Items

We take the quality of our products seriously at Hello Molly. However, if you receive a damaged or defective item, here’s what you should do:

Return Category Return Requirements Additional Information
Eligibility Merchandise must be returned within 30 days of the order delivery date. Store credit only. No exchanges.
Merchandise must be unworn, unwashed, unstained, and unperfumed. Store credit can be used to order a different size or other products.
Merchandise must have all tags, including any Hello Molly hangtags, attached. Some products marked ‘FINAL SALE’ cannot be returned.
All footwear returns must include the original shoebox in its original condition, without postal labels. Hygiene items cannot be returned (intimates, stockings, hair accessories, hats, earrings, personal massagers, cosmetic/beauty products).
Handbags sold with a dust bag or other packaging must be returned with the original dust bag and packaging. If you paid for shipping, the cost will not be credited when returning.
Return Methods (USA) Happy Returns or Standard Post Happy Returns has a maximum 9 items per return limit. Labels not available for Alaska and Hawaii.
Return Costs (USA) Price Varies (US$5 – US$9.50) See return portal for details. Contact [email protected] for assistance.
Return Methods (Rest of the World) Afterpay Returns Process is the same as in the USA. Store credit for unwanted items (unless faulty).
Processing Returns We aim to process returns within 7 business days of receiving them in our Sydney warehouse. Delays may occur during high volume periods. Contact [email protected] for concerns.
Store Credit Valid for 12 months after the date of issue. Cannot be transferred to another person or account. Treat store credit like cash. Use it at hellomolly.com.
Faulty Items Contact Hello Molly for refunds in case of manufacturing faults with photographic evidence.
  • Contact Us: Reach out to our customer service team (details on how to contact us below) as soon as possible.
  • Provide Evidence: To expedite the process, be ready to provide photographic evidence of the damage.
  • Further Assessment: Our team will assess the evidence, and if approved, we’ll provide you with instructions on returning the item. You may be eligible for a refund or store credit.
See also  Vuori Returns

Items That Won’t Let You Return

Certain items are ineligible for return at Hello Molly. Please take note that these items include:

  • Final Sale Items: Products marked as ‘FINAL SALE’ cannot be returned.
  • Hygiene-Sensitive Items: For hygiene reasons, we cannot accept returns on intimates, stockings, hair accessories, hats, earrings, personal massagers, and cosmetic/beauty products, including self-tanners and Undercover Style Helpers.

How Can I Contact Hello Molly?

If you have any questions or need assistance, don’t hesitate to reach out to us:

  • Email: You can contact us at [email protected].
  • Phone: Feel free to call us at [customer service number].
  • Live Chat: We also offer live chat support on our website during business hours.

My Return Was Rejected—Why?

If your return was rejected, it’s essential to understand why this may have happened. Most common reasons for a rejected return include:

  • Return Requirements: Make sure your return adheres to our guidelines. Items must be unworn, unwashed, unstained, and unperfumed. All tags, including Hello Molly hangtags, must be attached.
  • Non-Returnable Items: Check if the item falls under non-returnable categories, such as final sale or hygiene-sensitive items.

Returning a Damaged or Defective Item

If you’ve received a damaged or defective item, here’s how to return it:

  • Contact Us: Reach out to our customer service team with evidence of the damage.
  • Our Assessment: We’ll assess the evidence provided, and if your return is approved, we’ll provide you with instructions on returning the item.

Return Policy Without Receipt

If you’ve misplaced your receipt, don’t worry. You can still initiate a return if you meet the following criteria:

  1. Log into Your Account: Log in to your Hello Molly account.
  2. Navigate to Your Orders: Head to the ‘Orders’ section within your account.
  3. Initiate the Return: Select the order containing the item you wish to return.

Return Policy Without Box?

No box, no problem! We understand that original packaging may sometimes be lost. Here’s what to do:

  1. Ensure Cleanliness: Make sure the item is clean, unworn, and meets our return requirements.
  2. Follow the Regular Return Process: Initiate the return as you would for any other item, ensuring that the item is packaged securely for return.

At Hello Molly, your satisfaction is our top priority. We hope this guide clarifies our return policy and answers your questions. If you need further assistance or have specific inquiries, don’t hesitate to contact us, and we’ll be happy to assist you. Happy shopping!

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