Got questions? We've answered the most common ones below. If you can't find what you're looking for, email us at hello@willalondon.co.uk — a real person will reply within 24 hours.
How long does delivery take?
Once you place your order, it's processed within 1–3 working days. After that, delivery to any UK address typically takes 5–10 working days depending on your location. You'll receive a tracking number by email as soon as your order is dispatched so you can follow it every step of the way.
Is Willa London a real company?
Yes. We're a registered UK business — you can verify us on Companies House. We have a real team, a real email address, and we reply to every single message. Trust is earned, especially online, and we're committed to full transparency about who we are.
What's your returns policy?
We offer a 30-day returns guarantee. If something doesn't work out, you have 30 days from receiving your order to request a return. Items must be unworn, unwashed, and in their original condition with tags attached. Once we receive the item back, your refund is processed to your original payment method — never store credit — within 5 working days. Full details are on our Refund Policy page.
Who pays for return shipping?
Return shipping costs are the customer's responsibility. We recommend using a tracked service so you have proof of postage. We're working on a prepaid returns solution and will update this page as soon as it's available.
How do I know my size?
Every product page includes its own size chart with measurements in centimetres. We recommend measuring a garment you already own that fits well and comparing it to the chart. If you're between sizes, we suggest sizing up — a relaxed fit always looks better than too tight. See our Size Guide for step-by-step instructions.
Will the product look like the photos?
We use real product photography — not AI-generated images. Colours may vary slightly due to screen settings, but what you see is what you get. Check our Customer Gallery and Instagram for real photos from real customers wearing our pieces in everyday life.
What payment methods do you accept?
Visa, Mastercard, Amex, PayPal, Apple Pay, Google Pay, and Shop Pay. Your payment is processed securely — card details are never stored on our servers. You can also pay via PayPal for added buyer protection.
Can I track my order?
Absolutely. Once your order is dispatched, you'll receive an email with a tracking number and a link to follow your parcel in real time. If your tracking hasn't updated after a few days, don't worry — there can be a short delay between dispatch and the first tracking scan. If you have any concerns, email us with your order number and we'll look into it straight away.
Can I change or cancel my order?
We process orders quickly, but if you need to make a change, email us at hello@willalondon.co.uk as soon as possible. If your order hasn't been dispatched yet, we can usually amend or cancel it. Once it's shipped, you'll need to wait for delivery and then use our 30-day returns process.
How do I contact you?
Email hello@willalondon.co.uk. We respond within 24 hours, Monday to Friday. No chatbots, no automated replies, no "we've escalated this" — just a straightforward answer from a real person on our team.