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 is unsuitable or the size is incorrect), the following applies:

• Shipping costs:
  • As the customer, you 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 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 may 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 have been used.
• Packaging:
  • The item must be sent carefully packaged to ensure that it arrives in good condition.
  • If the item is received in a damaged 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 enclose a completed return form for each of the orders.
• Parcels sent without being collected:
  • 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 be applied. This amount will be deducted from your refund.
• Free products, gifts and packaging:
  • If your order contains a free product, gift packaging (e.g. jewellery box or jewellery 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 additional refund will be issued.

How to exchange an item

If you wish 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 return terms above. You must place a new order yourself for the product you wish to exchange it for.

If you used a discount code, quantity discount or similar at the time of purchase, please contact customer service to receive 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 lodge a complaint. Please read our complaints terms below.

If you believe that an item is defective or has a deficiency, please contact us as soon as possible and attach a detailed description of the problem along with relevant evidence (e.g. photographs, videos or other documentation) that may help us assess your complaint. We may request relevant information and documentation necessary to assess the complaint, such as photographs 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 transport costs, including the shipping costs for returning the product after our inspection.

Important information about new products and maintenance

• Odour from new products: New products may sometimes have a slight odour from the production process or materials, especially when they are manufactured using machinery or contain certain synthetic substances. A normal product or material odour that disappears after normal airing or washing is generally not considered a product defect.

• Colour differences: Please note that the colour 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 therefore do not entitle you to lodge a complaint.

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

• Normal wear and tear: Damage or changes resulting from normal wear and tear over time are generally not considered manufacturing defects. This may include, for example, natural fading of colours or normal wear of buttons, sequins, stones and studs. Knitwear 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 lodge a complaint will be assessed in accordance with applicable consumer law.
  

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 conduct. The right to make a complaint therefore does not cover defects arising from improper 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 based on the information you provide 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. jewellery box or jewellery 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 locate the order in our system.
• State 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, you will not be charged a restocking fee by us.

Refunds

Once your returned item has been received and inspected, we will send you an e-mail to inform you whether your refund has been processed. If your return is valid, your money will be refunded to the same account from which you made the purchase. Refunds typically take a couple of 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.

Cancelling the order

You may cancel an order as long as it has not been packed and shipped from our warehouse. If the order has been shipped, we unfortunately 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 wish to keep 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 prefer, we can immediately send you a replacement 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.