FAQs

Do you have a physical store?

No, Lilla Villa is an online store and does not have a physical store. All orders can be placed directly through our website at www.lillavilla.dk.

Do you offer local pickup?

No, we currently do not offer local pickup. All orders are shipped directly to the customer.

Are all products new?

Yes, all products in our webshop are new. We do not sell used or secondhand items.

What is your return policy?

We offer a 14-day return policy in accordance with applicable consumer regulations. The item must be returned unused and in its original condition.

Shipping costs are not refunded. For returns that are not due to a defect or fault with the product, the customer pays for the return shipping.

Who pays for the return shipping?

For returns not caused by product defects or quality issues, the customer is responsible for the return shipping. If there is a problem with the product, please contact us so we can assist you.

How long does delivery take?

Delivery time depends on the destination country. Expected delivery time is 1-2 business days in Denmark, 2-3 business days in Sweden, and 2-5 business days in Germany and the Netherlands. Final delivery options are shown at checkout.

Do you offer free delivery?

Yes, we offer free delivery for purchases over 599 DKK in Denmark, over 1199 SEK in Sweden, over 119 EUR in Germany, and over 119 EUR in the Netherlands. You can find the full delivery overview in our shipping policy:
https://lillavilla.dk/en/policies/shipping-policy

How do I exchange for a different size?

Please contact us as soon as possible if you need a different size. If your order has not yet been shipped, we will try to change the size before sending the order.

If the order has already been shipped, you must return the item and place a new order in the correct size. Return shipping is paid by the customer, and the original shipping cost is not refunded unless the item is defective or we have made a mistake.

Can I return my item to a parcel shop near Lilla Villa?

No, unfortunately not. The item must be returned directly to our address at Usserød Kongevej 97B, 2970 Hørsholm.

Can I add an item to an existing order?

We can only charge the amount you approved when you completed your payment. Therefore, it is not possible to add more items, and you must place a completely new order.
If you contact us before the first order has been shipped, it may be possible to send everything together if your order has not yet been packed.

Can I change or cancel my order?

Contact us as soon as possible if you want to change or cancel your order. If the order has not yet been packed or shipped, we will do our best to help.

If the order has already been shipped, unfortunately, we cannot change or cancel it. In that case, the item must be returned according to our return policy, and the customer pays for the return shipping. The original shipping cost is not refunded.

I have not received my items, what should I do?

If your order was sent as a package, you will have received an email with a track & trace number. You can use this to see where your package is. If you have not received a track & trace number, you should contact your local parcel shop to check if your package is ready for pickup. If the above does not help, please contact us.

What should I do if I receive a damaged or incorrect item?

Please contact us as soon as possible by email at info@lillavilla.dk, and provide your order number. Please also include photos of the item and packaging if possible. We will review the case and assist you with the next steps.

I have a question that was not answered. Can you help?

Absolutely! We are here to help you make your home beautiful! Please send us an email at info@lillavilla.dk and we will be happy to assist you. We receive many emails; if you want a quick response, please include your order number and clearly explain the issue, thank you.