Refund policy

Return conditions:

If you choose to return an item that does not have manufacturing defects or quality issues (for example, if the colour does not suit you 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 cost will be deducted from your refund if you use our return label.
• Refund:
  • We will only refund the price of the item itself once we have received and processed the return.
  • Shipping costs are non-refundable.
• 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 when you received it and must not have been 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 equivalent to the loss in value.
• Multiple orders:
  • If you are returning products from different orders, you may combine them in a single return shipment.
  • Remember to include a completed return form for each order.
• Uncollected parcels:
  • You cannot cancel your purchase simply by choosing not to collect the parcel.
  • If the parcel is returned to us because it was not collected, an additional return shipping charge will apply. This amount will be deducted from your refund.
• Free products, gifts and packaging:
  • If your order includes a free product, gift packaging (e.g. a jewellery box or jewellery pouch) or promotional gift, it must be returned together with the item.
  • If you choose to keep these items, we reserve the right to deduct their value from the refund amount.
  • If the value exceeds the amount you paid for the item, no additional refund will be issued.

How to exchange an item

If you want to exchange a product for, for example, a different size, colour or model, you must return it. You will receive a refund, excluding the return shipping cost. See the applicable return prices and terms above. You must place a new order for the product you want to exchange it for.

If you used a discount code, volume discount, or similar when making your purchase, please contact customer service to receive compensation.

Complaints-Complaints about defective or damaged items

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

If you believe an item is defective or has a deficiency, please contact us as soon as possible and attach a detailed description of the issue, together with relevant evidence (e.g., images, videos, or other documentation) that can help us assess your complaint. We may request relevant information and documentation necessary to assess the complaint, such as images or videos of the defect or deficiency.

Complaints are handled in accordance with the applicable statutory consumer rights in the country where the purchase was made. This policy does not affect your statutory rights as a consumer.

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 must bear all transportation costs, including the shipping costs for returning the item after our inspection.

Important information about new items and care

• Odor from new items: New items may sometimes have a slight odor from production or materials, especially when manufactured using machines or containing certain synthetic substances. An ordinary product or material odor that disappears after normal airing or washing is generally not considered a product defect.

• 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 product defects and are therefore not covered by the right to make a complaint.

• Washing and care instructions: Always follow the washing and care instructions for each individual item. We do not recommend washing garments at temperatures above 30 degrees, and garments must not be tumble-dried. Improper use and care may result in damage that is not covered by the right to make a complaint.

• Ordinary wear and tear: Damage or changes resulting from ordinary wear and tear over time are generally not considered manufacturing defects. This may include, for example, natural fading of colors or ordinary wear and tear to buttons, sequins, stones, and studs. Knitted garments and other delicate materials should not be hung on hangers, as their shape may change. Whether a specific issue is covered by the right to make a complaint will be assessed in accordance with applicable consumer law.
  

Complaint conditions

The claim must be justified, and the defect in the item must not have arisen as a result of improper use, lack of maintenance, or other damaging conduct. The right to make a claim therefore does not cover defects that arise due to incorrect use or ordinary 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 the information you provide.

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.

Would you like to return a gift?

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

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

Restocking costs

In the event of a return, we will not charge you a restocking fee.

Refunds

Once your returned item has been 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 to make 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 may 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 it, but you may return any 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. Alternatively, if you wish, we can send you a replacement immediately and provide credit toward your next purchase as a gesture of our regret.

Do you 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.