Refund policy

14-day right of withdrawal

When you shop at Lilla Villa, you have a 14-day right of withdrawal in accordance with the Consumer Contracts Act. Your withdrawal period does not begin until you, or the person you have designated, have received the package.

If you exercise your 14-day right of withdrawal, we will refund the full amount for the item, but the original shipping costs will not be refunded. The customer is responsible for the return shipping and must return the item in unused condition with original packaging.

Once you have notified us at info@lillavilla.dk of your withdrawal, you have an additional 14 days to return the item. Remember to keep your receipt from the shipping company as proof that the item was sent within the deadline. This is important as evidence if there is any doubt about the timeliness of the return.

Please contact us at:
Email: info@lillavilla.dk

Returns from Denmark

We include a return label in your package for all Danish orders. It is prepaid for deliveries within Denmark, so you only need to drop off the package with the carrier.

We primarily use PostNord return label for Danish return packages (and GLS for some larger packages).

NOTE: If you send a return from a post office/parcel shop, you must obtain a receipt from them confirming they have received the package.

Return label costs:

  • 39 DKK for packages up to 1 kg – typically jewelry, accessories, small bags, lighter children's clothing.
  • 45 DKK for packages over 1 kg – typically winter jackets, sleeping bags, larger backpacks, and other heavier children's clothing.

The amount will be automatically deducted from your refund. If you have lost the return label, you can contact us.

You are of course welcome not to use our label and arrange for the items to be returned to us yourself. In that case, we will refund the full amount for the items. However, the package must be sent directly to our address, and a post office/parcel shop must not be selected as the delivery location.

Return of goods must be made to:

Lilla Villa
Address: Usserød Kongevej 97B, 2970 Hørsholm, Denmark
Email: info@lillavilla.dk
Phone: 55 25 11 07

When you return goods, it is your responsibility to ensure the package arrives safely to us. This applies both when you pay for postage yourself and when you use our enclosed return label.

Should your package be lost, it is your responsibility to seek compensation from the shipping company – but our customer service will of course gladly assist you through the process.

Returns from Sweden

We include a return label in your package for shipments to Sweden. If you choose to use our return label, it costs 139 SEK and will be deducted from the amount to be refunded. Delivery is made with Postnord.

You may also choose to arrange the return yourself and pay for the return shipping. If you do so, you will receive a full refund for the items. However, the package must be sent directly to our address – a parcel locker or post office must not be selected.

Return of goods must be made to:
Recipient: Lilla Villa
Address: Usserød Kongevej 97B, 2970 Hørsholm, Denmark
Email: info@lillavilla.dk
Phone: 55 25 11 07

When you return goods, it is your responsibility to ensure the package arrives safely to us, whether you use our return label or another carrier.

NOTE: If your package is returned to us because it was not collected, or because you refused to accept it, a return shipping fee corresponding to the actual shipping cost for sending the package back and forth will be deducted from your refund.

Returns from Germany

We include a return label in your package for shipments to Germany. If you choose to use our return label, it costs 15 EUR and will be deducted from the amount to be refunded. Delivery is made with GLS.

You may also choose to arrange the return yourself and pay for the return shipping. If you do so, you will receive a full refund for the items. However, the package must be sent directly to our address – a parcel locker or post office must not be selected.

Return of goods must be made to:
Recipient: Lilla Villa
Address: Usserød Kongevej 97B, 2970 Hørsholm, Denmark
Email: info@lillavilla.dk
Phone: 55 25 11 07

NOTE: If your package is returned to us because it was not collected, or because you refused to accept it, a return shipping fee corresponding to the actual shipping cost for sending the package back and forth will be deducted from your refund.

Returns from the Netherlands

We include a return label in your package for shipments to the Netherlands. If you choose to use our return label, it costs 16 EUR and will be deducted from the amount to be refunded. Delivery is made with GLS.

You may also choose to arrange the return yourself and pay for the return shipping. If you do so, you will receive a full refund for the items. However, the package must be sent directly to our address – a parcel locker or post office must not be selected.

Return of goods must be made to:
Recipient: Lilla Villa
Address: Usserød Kongevej 97B, 2970 Hørsholm, Denmark
Email: info@lillavilla.dk
Phone: 55 25 11 07

NOTE: If your package is returned to us because it was not collected, or because you refused to accept it, a return shipping fee corresponding to the actual shipping cost for sending the package back and forth will be deducted from your refund.

How to return

There is 14 days right of withdrawal on all items from the day of receipt when you shop with us as a consumer, provided they are in the same condition as when received.

1. Place the item back in its original packaging
Any tags and stickers must remain on the products – likewise, the products must not show signs of e.g. wear, stains, or damage or smell of external odors.
2. Fill out the return form
You will find the return form in the package. If it is missing, you can contact us at info@lillavilla.dk.
3. Pack the products and include the return form
The completed return form should be included in your package along with the return items. Feel free to reuse our shipping packaging or pack the return items in a new bag/box.
4.Send the package to our address
Send the package to us – all return labels include delivery to our address, track and trace, and parcel insurance.
Return of goods must be made to:
Lilla Villa
Address: Usserød Kongevej 97B, 2970 Hørsholm, Denmark
Email: info@lillavilla.dk
Phone: 55 25 11 07

Important: If your order includes a free product, gift packaging (e.g. jewelry box or jewelry pouch), or promotional gift, this must be returned together with the item. If you choose to keep these, we reserve the right to deduct their value from the refunded amount.

Return conditions:

If you choose to return an item that does not have manufacturing defects or quality issues (for example, if the color does not match or the size is incorrect), the following applies:

  • Shipping costs:
    • You as the customer are responsible for both the original shipping cost and the cost of returning the item to us.
    • The return shipping will be deducted from your refunded amount if you use our return label.
  • Refund:
    • We only refund the price of the item itself once we have received and processed the return.
    • Shipping costs are not refunded.
  • Condition of the product:
    • Products without packaging can be returned if all tags, stickers, labels, etc. are intact and still attached to the product.
    • The item must be returned in the same condition as you received it and must not be used.
  • Packaging:
    • The item must be carefully packaged to ensure it arrives in good condition.
    • If the item is received in a deteriorated condition, we reserve the right to deduct an amount corresponding to the loss in value.
  • Multiple orders:
    • If you return products from different orders, these may be combined in one return shipment.
    • Remember to include a completed return form for each of the orders.
  • Packages sent without collection:
    • You cannot cancel your purchase simply by choosing not to collect the package.
    • If the package is returned to us because it was not collected, an additional return shipping cost will be charged. This amount will be deducted from your refund.
  • Free products, gifts, and packaging:
    • If your order includes a free product, gift packaging (e.g. jewelry box or jewelry pouch), or promotional gift, this must be returned together with the item.
    • If you choose to keep these, we reserve the right to deduct their value from the refunded amount.
    • If the value exceeds the amount you paid for the item, no further refund will be issued.

How to exchange an item

If you wish to exchange a product for another size, color, or model, you must return it. You will receive your money back excluding the return shipping. See the applicable return prices and terms above. You must place a new order for the product you wish to exchange for.

If you used a discount code, quantity discount, or similar at the time of purchase, please contact customer service for compensation.

Complaints – Complaints about defective or damaged goods

      If you receive a damaged item, do not return it immediately. Instead, contact our customer service via info@lillavilla.dk to file a complaint. Please read our complaint terms below.

      If you believe an item is defective or has a fault, please contact us as soon as possible and attach a detailed description of the problem along with relevant evidence (e.g. photos, videos, or other documentation) that can help us assess your complaint. We reserve the right to reject a complaint if sufficient evidence cannot be provided to support the claim of a product defect or fault.

      Complaints must be made within 30 days of receiving the item to ensure prompt and efficient processing. If you receive an item with a manufacturing defect or a damaged item, we will ask you to send us a description of the product's defect along with clear photographic evidence. This helps us to properly evaluate the complaint.

      If the complaint is justified, we will of course cover the reasonable shipping costs for the return. If the complaint is not justified, the customer will be responsible for all transport costs, including shipping costs for returning the item after our inspection.

      Important information about new items and maintenance

      • Odor from new items: New items may sometimes have a slight odor from production or materials, especially when manufactured on machines or containing certain synthetic substances. This odor is common and harmless and will typically disappear after airing out or washing. Please note that such an odor is not considered a manufacturing defect or fault and will therefore not be regarded as a valid reason for complaint.

      • Color differences: Please note that the color of the product may vary slightly from the images on the website, depending on your screen settings. Such minor deviations are not considered a product defect and are therefore not eligible for complaint.

      • Washing and care instructions: Always follow the washing and care instructions on each item. We do not recommend washing clothes at more than 30 degrees, and clothes must not be tumble dried. Incorrect use and maintenance may result in damage not covered by the right of complaint.

      • Normal wear and tear: With normal use and washing, it is to be expected that sewn-on buttons, sequins, stones, or studs may fall off. The color may also fade over time as a result of normal wear. Knitwear and other delicate materials must not be hung on hangers, as the shape may change. Such conditions are not considered manufacturing defects and are therefore not covered by the right of complaint.

      Complaint conditions

      The complaint must be justified, and the defect in the item must not have arisen as a result of incorrect use, lack of maintenance, or other damaging behavior. The right of complaint therefore does not cover defects arising from incorrect use or normal wear and tear. We encourage you to contact us as soon as you discover a problem with your item so that we can find a solution as quickly as possible based on your information.

      Promotional items

      • If you return an order that included a free product or gift, this must also be returned.
      • If you choose to keep the free product or gift packaging (e.g. jewelry box or jewelry pouch), we reserve the right to deduct the value of the product/packaging from the refunded amount.
      • The same applies to promotional items: If the entire order is returned, any free products must also be returned.

      Do you want to return a gift?

      If you have received a gift purchased from us that you wish to return, simply:

      • Fill out our return form.
      • Please include the giver's phone number/address so we can locate the order in our system.
      • Provide the order ID for the purchase (if you know it).
      • Send it to our address according to the instructions above.

      Restocking fees

      In the event of a return, you will not be charged a restocking fee by us.

      Refunds

      When your returned item is received and inspected, we will send you an email to let you know whether your refund has been processed. If your return is valid, your money will be refunded to the same account you used for the purchase. Refunds typically take a few business days to be processed and posted by your bank or credit card company, so please be patient. Please contact us at info@lillavilla.dk if you have not received your refund after 14 business days.

      Order cancellation

      You can cancel an order as long as it has not been packed and shipped from our warehouse. If the order has been shipped, unfortunately we cannot cancel the order, but you have the option to return the items you do not wish to keep. You are responsible for the fixed return shipping fee because you no longer want the item(s).

      Process for packages lost in transit

      If the shipping provider confirms that you never received your product, we will issue a full refund. Or, if you prefer, we can immediately send you a replacement and credit for your next purchase as a gesture of our regret.

      Still need help figuring things out? Please contact us as soon as possible.
      Phone: +45       55 25 11 07
      E-mail: info@lillavilla.dk
      Address: Usserød Kongevej 97B, 2970 Hørsholm, Denmark.


      Lilla Villa

      Lilla Villa