Refund policy

Refund Policy

At Willa London we want you to be completely satisfied with your purchase. If for any reason you are not, we offer the following return and refund policy:

1. Return period

You have 14 calendar days from the date of receipt of your order to request a return.

2. Conditions for returns

The product must be unused, in the same condition in which you received it, and in its original packaging.
The product must include all accessories, labels and documentation that came with it.
Personalised or custom-made items cannot be returned.
Products that, by their nature (hygiene, cosmetics, personal care items or similar), cannot be returned for hygiene or health reasons are excluded from returns.
Sale or discounted items are not eligible for return or refund.

3. Return process

To start a return, please contact us at hello@willa-london.com with the following information:

Order number
Full name
Reason for the return
Photographs of the product (if applicable)

Once your return is approved, we will provide you with instructions on how to send the product back.

4. Return shipping costs

Return shipping costs are the customer's responsibility, except in cases of defective products or errors on our part.
The estimated cost of the return is between £15 and £25, depending on location and courier used.
The return address will be provided once the return is approved. Returns are shipped to our warehouse in Ningbo, China.

5. Refunds

Once your return is received and inspected, we will notify you by email whether the refund has been approved or rejected.
If approved, the refund will be processed and automatically applied to your original payment method within 5 to 10 business days.
Please note that, depending on your bank or card provider, it may take additional time for the refund to appear in your account.

6. Non-refundable items

Sale or discounted items.
Gift cards.
Hygiene, cosmetic or personal care products.
Personalised or made-to-order items.

7. Damaged or defective products

If you receive a damaged or defective product, please contact us within 48 hours of receipt at hello@willa-london.com, attaching photographs and a description of the problem. We will offer you a replacement or a full refund, at no additional cost.