Do not buy from them! Their ‘expedited’ shipping takes weeks and their returns are at discretion. We returned a dress we got way too late and they didn’t even refund until we went to better business b... Toon meer
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The website has supposed customers write-in reviews of clothing items they purchased along with pictures of themselves wearing it. The reviews are almost all 5* (average: 5.0 with 193 reviews for one... Toon meer
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Ordered a dress for my sons wedding. Package was all ripped inside outer packaging, dress was rolled up, no tags attached, no dispatch note or invoice and dress did not look new. Originally requested... Toon meer
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We ordered a homecoming dress and almost immediately realized it wouldn't come in on time for the dance. I emailed customer service within the hour and Raven responded to my email very quickly. Since... Toon meer
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Bedrijfsgegevens
Geschreven door het bedrijf
HELLYMOON is an international B2C dresses fashion e-commerce platform. The company mainly focuses on women's wear, aims to promptly offer stylish quality products at appealing prices to every user in the world.
Contactgegevens
Verenigde Staten
- service@hellymoon.com
- hellymoon.com
2,3
Slecht
286 reviews
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Have not shipped order placed on Sept
Have not shipped order placed on Sept. 8. Have not responded to three emails asking for an update. Last update was over 8 days ago and still had not shipped. No customer service at all!!
8 september 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear michelle,
We sincerely apologize for the difficulties you are experiencing and greatly appreciate you taking the time to leave a review. Please note that all dresses are made to order, including standard sizes. Have you had a chance to review the tailoring and shipping times listed under the "add to cart" button on the dress page you ordered from? The total order time consists of the tailoring time plus the shipping time. Typically, tailoring takes 7-12 business days, and shipping takes an additional 3-10 business days. Additionally, due to the prom season, our tailors are working diligently to ensure timely deliveries, and we are doing our utmost to expedite your order. Thank you for your understanding.
Hellymoon Customer Care Team
The dress I received looked NOTHING…
The dress I received looked NOTHING like the pictures they featured. The sizing guide was also inaccurate. When I initiated a return (due to the dress being way too small), I was told I was 1 day late, so they would not allow me to return the dress. I will never order from this company again.
25 september 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear customer,
We hope this message finds you in good spirits. We would like to extend our sincerest apologies for any inconvenience you have experienced with your order. We are currently implementing significant enhancements within our customer service, quality, and logistics departments to better serve you.
We would like to look into your case specifically and offer better assistance, but we are unable to find your order number after checking your username. So we have sent you a message and would highly appreciate it if you could get back to us with your order information. We look forward to hearing from you soon.
Thank you for your understanding, and we wish you a wonderful day!
Kindest Regards,
Hellymoon Customer Care Team
Do Not order from this company!!
I ordered a dress and paid for expedited shipping. After a week the dress was not shipped so I emailed to start the return process before the dress was shipped. They refused to refund for dress instead offering the shipping charge refund. Do not order from this site!! This company is a fraud! I will be reaching out to the FTC to file a formal complaint. They make it seem like their return policy is easy and they at all concern about customer service but don’t be fooled. Don’t order from this company.
17 september 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear Yfry,
We sincerely apologize for the situation you are experiencing. Please note that all dresses are made to order, including standard sizes. We kindly ask if you have noticed the tailoring and shipping times listed under the "add to cart" button on the dress page you ordered from. The total order time is the sum of the tailoring time and shipping time. Typically, tailoring takes 7-12 business days, while shipping takes 3-10 business days. We appreciate your understanding, as we also invest time and resources to produce your dress. For your reference, our cancellation policy is available on our website and is clearly outlined. If you have any questions or need further assistance, please do not hesitate to reach out to us at customercare@hellymoon.com. We are always here to help.
Kind regards,
Hellymoon Customer Care Team
Do not order from this company!
Do not order from this company!! Unless you know for a fact you will not need to return the dress. Order a very cute dress for my daughter for HOCO. We measured her to make sure we ordered the right size but when the dress came it just did not fit right in certain spots. So we decided to return the dress. Biggest mistake ever! I contacted customer service within the seven days they require, and they offered me a 30% refund and I could keep the dress. What was I going to do with this dress when my daughter couldn't wear it? I thanked them for the offer but told them that I would prefer a full refund. Customer Service did come back and tell me they wanted me to be satisfied and offered me a 100% store coupon and I had to return the dress. I told them that if that was the best they can do then I would accept it but I wasn't pleased about it. Once again, they came back and said they would provide me a 100% refund once the dress was returned. They provided me the return information, I thanked them and got a package put together. I took a picture of the packaging, packing slip, and label sent them the pictures. They thanked me and said they would be back in touch once the dress was back at their warehouse. I got a proof of delivery from FedEx once the dress was delivered and waited about a week before reaching back out. I have now sent 4 follow up emails asking about my return, and I have yet to hear back. This was over a month ago. I'm afraid at this point I'm down $145 and will never see it again. So please do not order from this company unless you are 100% sure you will not be returning the dress. Do not want anyone else going through what I'm currently battling.
Responding to Hellymoon:
Order # WBHMUSSL1366
SKU: HMUSYYZL692 Navy US12
Ticket Id: 68BOYV
Agents Name: Fage
If you need farther information, let me know and I will provide you with all the emails that have been sent.
17 augustus 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear Amanda,
Thank you very much for your detailed comment. We truly appreciate you sharing your situation with us. We are sincerely sorry to hear that the dress we sent you does not fit as you had hoped. We completely understand how frustrating it can be when clothing does not fit properly. Please rest assured that we welcome returns, and our return policy is available on our website, along with the necessary instructions.
We also apologize for the delay in our response. We would like to assist you further with your specific case, but we were unable to locate your order number using your username. We have sent you a message and would be extremely grateful if you could provide us with your order information at your earliest convenience. We look forward to hearing from you soon.
Hellymoon Customer Care Team
NEVER AGAIN!
Was told dress would be expedited. No tracking information provided. Contacted customer service and they told me more than 2 weeks before it will be sent out. NEVER AGAIN!
13 september 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear Kovenant,
Thank you for taking the time to leave a review! We would like to extend our sincerest apologies for any inconvenience you may have encountered with your order. We are currently undertaking significant enhancements in our customer service, quality, and logistics departments to better serve our esteemed customers.
To assist you in resolving this matter as swiftly as possible, please do not hesitate to reach out directly to customercare@hellymoon.com. We are here to help you and are eager to assist.
Thank you for your understanding. Wishing you a wonderful day!
Kindest regards,
Hellymoon Customer Care Team
The absolute worst website i have ever…
The absolute worst website i have ever ordered from. Purchased a dress for a very important event and when I received the dress it was nothing as expected. Very cheap and poor quality. I emailed them requesting a refund and they emailed back offering me 10 percent and for me to keep the dress. I am furious! What am I suppose to do with 10 percent?
4 september 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear Judy,
We sincerely apologize for any inconvenience this may have caused. Our goal is for every customer to be fully satisfied with their purchases. We would like to look into your case specifically and offer better assistance, but we are unable to find your order number after checking your username. So we have sent you a message and would highly appreciate it if you could get back to us with your order information.
Thank you again for shopping with us. We hope you'll give us another chance to provide you with a five-star experience. Don't hesitate to reach out if you have any other questions or concerns. Looking forward to your response.
Hellymoon Customer Care Team
ZERO STARS!!! DO NOT ORDER FROM THEM!!!
ZERO STARS!!!!
Item shipped was nothing at all like the item ordered. They played games back and forth when it came to the returns. I am currently waiting on a PayPal refund with them after spending another $15 to ship it back to them in TX, after it took 3 weeks to ship from China. The dress is Shein quality at best however we ordered gold and the dress that came was off-white and not at all the same materials as in the picture.
11 augustus 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear Sara,
We take the quality of our garments very seriously, however, we apologize for our clothing not being the quality that we strive for. We have sent your feedback on the products to related departments and we will keep sticking to uniform standards to guarantee the quality and make them as consistent as pictures.
We sincerely apologize for not being able to resolve your issue in a timely manner. We would greatly appreciate the opportunity to understand your situation better and provide you with the assistance you need. However, upon reviewing your username, we were unable to locate your order number. To assist you further, we have sent you a message requesting your order information. We look forward to your response. Thank you for your understanding.
Hellymoon Customer Care Team
Zero Stars
I would give them zero stars if I could. I ordered a dress, they sent the wrong size. They told me I had to send back the dress at my expense to get a refund minus the shipping I paid almost $20 for! It was their mistake not mine. There is no phone number just email. They say the same script to everyone. This place is a scam. Do not buy anything. It comes from China. I am still trying to get my money. DO NOT BUY FROM!
27 augustus 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear Kris,
Thank you for contacting us regarding the sizing issue with your recent order. We sincerely apologize that the item did not fit as expected.
We totally understand that sometimes standard size item may not fit will as customized items. Please rest assured. We would like to look into your case specifically and offer better assistance, but we are unable to find your order number after checking your username. So we have sent you a message and would highly appreciate it if you could get back to us with your order information. Looking forward to your response.
Hellymoon Customer Care Team
Horrible customer service!!
*Update 8/31* I added a star, since they authorized both dresses to be returned. I have sent both dresses back and emailed required pictures. They did respond thanking me and said I would receive refund once they processed return.
I will continue to update.
*Update 8/29* they did finally authorize the return of one of the dresses and I received the 2nd 3 days ago-I am still waiting on authorization to return this dress-once I do I will edit and update rating if warranted.
Horrible customer service!!
I am currently going back and forth on email with this company to try to return a product. I paid expedited shipping-but it did not arrive in the time they stated so definitely DO NOT waste your money. It appears that doesn’t matter what kind of shipping you pay you’re going to get it in the same amount of time.
Furthermore-They try to barter with you on percentage off to keep your product, told them I do not want that option. I want a refund and I want to return the product as their website and policy states.
Now-They are giving me an option of “coupon code “for 100%
I don’t want a coupon! I want my money back!
I will continue to update if anything changes, but most likely I will be filing a complaint and will get AMEX involved-so if you ignore this and do buy from this company at least use a reputable credit card that will represent you if this happens.
Nice dresses but HORRENDOUS customer service
19 augustus 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear Jodie,
We checked that your order was placed on August 16, 2024, and the system shows that your order was signed for on August 26. We attach great importance to the timeliness of package shipments. According to the delivery time on our website, we ship the goods within the delivery time.
In addition, in order to meet the different needs of customers, we usually provide multiple options as solutions to speed up the return/exchange process and save customers' time. Of course, we also support full refunds, which is an option available to our customers. We respect our customers' choices and decisions.
For customer service, we are committed to improving our communication services to ensure that all customers enjoy a smoother shopping experience. We are actively investigating your concerns. Please be assured that we will take the necessary steps to resolve these issues and prevent similar incidents from occurring in the future.
In your case, one of our customer service representatives has sent you an email so that we can discuss it further with you and see what solutions we can come up with. Please check it out at your convenience. We hope to hear from you soon!
Best regards,
Hellymoon Customer Care
AVOID PURCHASING FROM HERE!!! HORRIBLE CUSTOMER SERVICE!!!!
I ordered 3 dresses about 7/26/24, one arrived in a week. It wasn’t a good fit, after multiple emails I declined offers to keep the dress and receive a 30% refund. The dress was returned, at my cost, to an address in TX on 8/6/24, pictures were sent of the return. I have not received a refund as of yet. Now I’ve received notification that all 3 dresses have been shipped, including the one I returned. The only communication is by email and it’s pointless. They give the same scripted response about the return policy time frame. This has been a horrible experience. I’m not only out the $400 I spent on dresses but also the $20 to return one. Avoid purchasing from here if you think there is any chance the items won’t work. You’ll never get a refund.
20 augustus 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear Judith,
we are sorry to see that this experience did not meet your expectations.
Thank you for your concern about refund processing times. We understand the importance of receiving your refund promptly and apologize for any inconvenience this delay may cause. In addition, this situation rarely occurs. Generally, we send out all the dresses at the same time. But this situation has resulted, and we understand your feelings very well. We are more than happy to help you solve your problem.
we would like to look into your case specifically and offer better assistance, but we are unable to find your order number after checking your username. So we have sent you a message and would highly appreciate it if you could get back to us with your order information. Looking forward to your response.
Best regards,
Hellymoon Customer Care
Do not buy from this company
Do not buy from this company. They make you pay to ship it back, don't refund the shipping cost, and then will confirm receipt of the items and lie about the refund. They claim they refunded $401 and never did. It's been months and they've provided absolutely no proof of a refund but refuse to do anything but claim that they did refund. I've been disputing this for months with nothing. They didn't respond to any of my emails for a month and customer support is either a scam or absolutely useless.
16 augustus 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear Sarah,
We apologize for any inconvenience or frustration your experience has caused you. Thank you for your concern about refund processing times. We understand the importance of receiving your refund promptly and apologize for any inconvenience this delay may cause. While we strive to process refunds as quickly as possible, the timeline for funds to be reflected in your account may vary based on the processing speed of your bank and any additional verification steps they may take.
Credit card refunds take 15 working days, Paypal refunds take 1-3 working days. Please note that processing time depends on your bank and PayPal.
Thank you for your concern about refund processing times. We understand the importance of receiving your refund promptly and apologize for any inconvenience this delay may cause. While we strive to process refunds as quickly as possible, the timeline for funds to be reflected in your account may vary based on the processing speed of your bank and any additional verification steps they may take.
Credit card refunds take 15 working days, Paypal refunds take 1-3 working days. Please note that processing time depends on your bank and PayPal.
In your case, we've sent you an email so we can discuss it further with you and see what solutions we can come up with. Please check it out at your convenience. We hope to hear from you soon!
kind regards,
Hellymoon Customer Care
Order before reading reviews that were…
Order before reading reviews that were not so great, so it made me nervous. Luckly, I had an amazing experience the tracking was provided fast; the item was delivered way sooner than expected. Lastly, the dress is amazing! great quality fits perfect and is just like the picture/description.
Thank you
15 augustus 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear Evelynm,
Thanks for sharing your shopping experience here.
We feel delighted that you are in love with the products and our service!
Hellymoon will always be your best friends and fashion adviser.
Any problem with the order, just feel free to contact us. We are always here to serve you.
Best Regards,
Hellymoon Customer Care
Hellymoon took my money and did not send the right item
Hellymoon sent me the wrong dress twice, and the second time around I even had to pay the shipping as they just asked me to order it again. I then emailed about it and they initially refused a refund. I then challenged it and they have been "looking into it" for over a month. I don't think I will see that money again.
They are sending these dresses from China, probably from a Shein/Temu warehouse with an inflated pricetag.
Absolutely avoid, I feel I got scammed here. I paid the full price plus extra shipping and never got the item I ordered.
24 juni 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear Salla,
We are sorry to hear that you received the wrong item. We strive to fulfill orders correctly, but we may encounter some problems during the fulfillment process. We will report this situation to the relevant departments and do our best to reduce the occurrence of this problem.
We'd love to investigate your situation specifically and provide better assistance, but after looking up your username, we can't find your order number. So we sent you a message and we would be very grateful if you could give us your order information.
Looking forward to your reply.
We hope to hear from you soon!
Hellymoon Customer Care
Zero ⭐️ I ordered the dress in April…
Zero ⭐️ I ordered the dress in April paid for express shipping, didn’t receive it until two weeks later paid 160.00 including shipping! Sent the dress back which cost me an extra $30. They received the dress back May 29. I had several emails back and forth with them saying they have escalated it to the correct department. On July 12th they sent me a email saying order was refunded to original payment method which was never received as of today. They keep telling me to check with my bank but that was not the original payment method. I am out of $190 total because this company is a scam! Also the quality of the dress was comical. Unless you want to waste money I suggest you stay far far away from this company!
25 juli 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear customer,
We are very sorry that we did not provide you with timely service. We have found that you issued a bank dispute on April 29, which will freeze the refund amount. We have reported the relevant matters to the person in charge. Thank you very much for your understanding and cooperation.
Hellymoon Customer Care Team
Full refund received
I have now received a full refund from hellymoon Since posting on trust Pilot. Service was speedy and professional, thank you for full refund for dress.
20 juli 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear customer,
We have found that our customer service staff has sent you an email and processed the refund. Since we did not provide you with perfect service in a timely manner, we apologize to you again. Thanks again for bringing this to our attention so we can make improvements for the future.
Enjoy the rest of your day!
Hellymoon Customer Care Team
Absolutely shocking company
Absolutely shocking company. Quality of clothing is laughable and customer service is non existent. I've lost £140 with this company and a further £30 returning post that they refuse to now refund. I'm £170 and have nothing to show for it. I have contacted their customer service many times and they keep sending very unhelpful responses. They clearly are a sham company, do not use at all!
9 juni 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear customer,
We have found information about your order. According to the email records, it seems that you did not communicate with our customer service staff about the return address. Because we have several warehouses. But please don't worry, in order to help you solve the problem, we have sent you an email with refund details. Please don't be angry, we are looking forward to your reply.
Hellymoon Customer Care Team
AVOID*AVOID*AVOID*AVOID*AVOID
AVOID*AVOID*AVOID*AVOID*AVOID
Do not buy anything from this site! Outfit purchased, when arrived the quality and state was laughable! Immediately returned, have photographic proof of delivery and postage proof but they have refused to refund, their email correspondence is atrocious and sketchy. AVOID AT ALL COSTS!!!!
16 juni 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear customer, we regret any inconvenience or frustration that your experience has caused you.
Could you please provide us with your full name? We will use your full name to check your order again.
Once we locate your order number through your name, we will promptly send you an email containing all the necessary details and instructions to facilitate the return of your item(s). Your satisfaction is our priority, and we are committed to ensuring a smooth and hassle-free return experience for you.
Kindest Regards,
Hellymoon Customer Care
DO NOT USE
Awful, rubbish service!!! Order number wbhmuk2421 ordered a dress in green paid extra for express delivery which still took over 2 weeks to arrive. Dress arrived in Blue & they would not send replacement or refund or even refund postage or return postage costs. Now paid a further £17.00 to return the dress. Still no refund or replacement dress
25 mei 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear customer, we are sorry to hear that you received a wrong item. We strive hard to fulfill orders correctly, though, there may have been some issues encountered during fulfillment. We will reflect this situation to the relevant department and try our best to reduce the occurrence of this issue.
Lastly，we have sent you an email so we can discuss this further with you and see what resolution we can come up with. Please check it at your convenience. We hope to hear from you soon!
Kindest Regards,
Hellymoon Customer Care
Terrible experience
Terrible experience. Received dress and it looked nothing like the original image and was cheaply made so it looked more like a costume.
Returns policy makes no sense and is difficult to do (intentionally I imagine) and the clothing itself is expensive and overpriced for what the end product is. Have received better stuff on SHEIN for a tenner.
Update: Returns email bounced back so doesn’t appear to exist. Can’t get in contact with anyone.
10 juni 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear customer, we regret any inconvenience or frustration that your experience has caused you.
We take the quality of our garments very seriously, however, we apologize for our clothing not being the quality that we strive for. We have sent your feedback on the products to related departments and we will keep sticking to uniform standards to guarantee the quality and make them as consistent as pictures.
For your case, we have sent you an email so we can discuss this further with you and see what resolution we can come up with. Please check it at your convenience. We hope to hear from you soon!
Kind Regards,
Hellymoon Customer Support Team
Scam company
Absolutely terrible company. They steal images from genuine companies and use them as their own, send you the wrong size dress and the item you receive is awful quality and nothing like the pictures show. They refused to issue you a refund for returns when they’ve knowingly sent you the wrong size and item. I’ve reported them to Klarna, Google, trading standards and now putting a warning to anyone who’s thinking about using them. Please don’t use this company
12 april 2024
Review zonder uitnodiging
Antwoord van Hellymoon
Dear Customer,
I hope this email finds you well today. I would like to apologize on behalf of our company for all of the trouble you have had with this order. Currently we are making major improvements with our customer service, quality and logistics departments.
We would like to help you solve the problem asap so one of our team members has reached out via email. Thank you and have a wonderful day!
Kindest Regards,
Hellymoon Customer Care
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