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 starts only when 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 unused with the original packaging.
Once you have notified us at info@lillavilla.dk regarding your withdrawal; you then have an additional 14 days to send the item back. 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 and can therefore be used without you having to do anything other than hand over the package to 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 get 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 is 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 the return shipment 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 cannot be chosen as the delivery location.
Returns must be sent to:
Email: info@lillavilla.dk
Phone: 55 25 11 07
When you send items back, it is your responsibility to ensure the package reaches us safely. This applies both when you pay the postage yourself and when you use our enclosed return label.
If your package gets lost, it is your responsibility to claim 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 you are refunded. Delivery is made with Postnord.
You can also choose to arrange the return yourself and pay for the return shipment. If you do so, you will receive the full amount for the items back. However, the package must be sent directly to our address – parcel lockers or post offices must not be chosen.
Returns must be sent to:
Recipient: Lilla Villa
Address: Usserød Kongevej 97B, 2970 Hørsholm, Denmark
Email: info@lillavilla.dk
Phone: 55 25 11 07
When you send items back, it is your responsibility to ensure the package arrives safely to us, whether you use our return label or send with 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 equal to the actual shipping cost for sending the package back and forth will be deducted from your refund.
Returns from Germany and Belgium
We enclose a return label in your package for shipments to Germany and Belgium. If you choose to use our return label, it costs 15 EUR and will be deducted from the amount you are refunded. Delivery is made with GLS.
You can also choose to arrange the return yourself and pay for the return shipment. If you do so, you will receive the full amount for the items back. However, the package must be sent directly to our address – parcel lockers, parcel shops, service points, or post offices must not be chosen as the delivery location.
Returns must be sent 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 equal to the actual shipping cost for sending the package back and forth will be deducted from your refund.
Returns from the Netherlands
You must arrange and pay for the return shipment yourself.
We currently do not offer return labels for returns from the Netherlands to Denmark.
You can choose the carrier you prefer, e.g., DPD, PostNL, DHL, or GLS Nederland.
The return package must be sent directly to our address in Denmark. It must not be sent to a parcel locker or service point.
Returns must be sent to:
Recipient: Lilla Villa
Address: Usserød Kongevej 97B, 2970 Hørsholm, Denmark
Email: info@lillavilla.dk
Phone: +45 55 25 11 07
NOTE: If your package is returned to us because it was not collected or because you refused to accept it, both the original shipping costs and the costs we incurred to have the package returned will be deducted from your refund.
How to return
There is a 14-day 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.
Email: info@lillavilla.dk
Phone: 55 25 11 07Important: If your order contains a free product, gift wrapping (e.g., jewelry box or jewelry pouch), or promotional gift, this must be returned along 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 wrong), 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.Return shipping costs 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 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 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, they can be combined into one return shipment.Remember to include a completed return form for each order.
- Packages sent without pickup:You cannot cancel your purchase simply by choosing not to pick up the package.If the package is returned to us because it was not picked up, an additional return shipping cost will be charged. This amount will be deducted from your refund.
- Free products, gifts, and packaging:If your order contains a free product, gift wrapping (e.g., jewelry box or jewelry pouch), or promotional gift, this must be returned along with the item.If you choose to keep these, we reserve the right to deduct the value from the refunded 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, color, or model, you must send it back. You will receive a refund excluding the return shipping cost. See the applicable return prices and return terms above. You must place a new order for the product you want to exchange for.
If you used a discount code, bulk discount, or similar at purchase, please contact customer service for compensation.
Complaint - Complaint about defective or damaged items
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 quick and efficient processing. If you receive an item with a manufacturing defect or a damaged item, we ask you to send us a description of the product's defect along with clear photographic evidence. This helps us evaluate the complaint correctly.
If the complaint is justified, we will of course cover reasonable shipping costs for the return. If the complaint is not justified, the customer will have to bear 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 made on machines or containing certain synthetic fabrics. 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 pictures on the website, depending on your screen settings. Such minor deviations are not considered product defects and are therefore not eligible for complaints.
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 the clothes must not be tumble dried. Incorrect use and maintenance can cause damage that is not covered by the right of complaint.
Normal wear and tear: With regular use and washing, it is expected that sewn-on buttons, sequins, stones, or studs may fall off. The color may also fade over time due to normal wear. Knitted and other delicate materials should 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.
Warranty conditions
The complaint must be justified, and the defect in the item must not have arisen due to incorrect use, lack of maintenance, or other damaging behavior. Therefore, the warranty does not cover defects caused by misuse or normal wear and tear. We encourage you to contact us as soon as you notice a problem with your item so we can find a solution based on your information as quickly as possible.
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.
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 gift giver’s phone number/address so we can locate the order in our system.
- Provide the order ID of the purchase (if you know it).
- Send it to our address according to the instructions above.
Restocking fees
In case of a return, you will not be charged a restocking fee by us.
Refunds
Once your returned item is received and inspected, we will send you an email to inform you whether your refund has been processed. If your return is valid, your money will be refunded to the same account you made the purchase from. Refunds typically take a few business days to be processed and posted by your bank or credit card company, so please be patient. 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 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.