Refund policy

Return terms:

If you choose to return an item that does not have manufacturing defects or quality issues (for example, if the colour is not suitable 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 will 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 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 in which you received it and must not have been used.
• Packaging:
  • The item must be packaged carefully to ensure that 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, you may combine them in a single return shipment.
  • Remember to enclose a completed return form for each order.
• 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 fee will be charged. This amount will be deducted from your refund.
• Free products, gifts and packaging:
  • If your order contains a free product, gift packaging (e.g. a jewellery box or jewellery pouch) or a 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 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, volume discount, or similar at the time of purchase, please contact customer service to receive compensation.

Complaint—Complaints 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 submit a complaint. Please read our complaint terms below.

If you believe that 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 submitted 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 ask you to send us a description of the product defect together with clear photographic evidence. This helps us evaluate the complaint correctly.

If the complaint is justified, we will of course cover the reasonable shipping costs of the return. If the complaint is not justified, the customer must cover all transportation costs, including the shipping costs of 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 the production process or materials, especially when they have been manufactured on machines or contain certain synthetic substances. This odor is common and harmless and will typically disappear after airing 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 a complaint.

• Color differences: Please note that the product color may vary slightly from the images on the website, depending on your screen settings. Such minor deviations are not considered product defects and therefore do not qualify for 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. Incorrect use and maintenance may cause damage that is not covered by the right to make a complaint.

• Normal wear and tear: With normal use and washing, you should expect sewn-on buttons, sequins, stones, or studs to come off. The color may also fade over time as a result of normal wear and tear. Knitted garments and other delicate materials must not be hung on hangers, as their shape may change. Such circumstances are not considered manufacturing defects and are therefore not covered by the right to make a 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 to make a complaint therefore does not cover defects arising from 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 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. 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 would like to return, simply:

• Fill out 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, 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 informing you 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.

Cancellation of the order

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 it, 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. Alternatively, 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.