Return Policy

RETURN POLICY

IMPORTANT: PLEASE READ THIS RETURN POLICY CAREFULLY. NO EXCEPTIONS WILL BE MADE, AS YOU ACCEPT THESE TERMS AT THE TIME OF PURCHASE.

RETURNS

  • Timeframe: You have 30 days from the date you receive the product to request a return. After this period, we are unable to offer refunds or exchanges.
  • Condition: Returned items must be in the same condition in which they were received: unused and in their original packaging. For products where hygiene is essential, items must be properly cleaned before starting the return process.
  • Exclusions: For hygiene reasons, some items cannot be returned, including but not limited to: underwear, lingerie, hosiery, and certain skincare products.

RETURN PROCEDURE
To request a return, email info@houseofwilla.com including the following information:

  • order number
  • reason for the return
  • a photo of the product (in case of a damaged product)
  • your contact details

REFUNDS

  • Procedure: Once your return has been received and inspected, you will receive an email notifying you of the approval or rejection of your refund. If approved, the refund will be processed and automatically credited to your original payment method within 30 days.
  • Late or missing refunds: If after 30 days you have not yet received your refund, please check your bank account first. If the refund still does not appear, contact us at info@houseofwilla.com.

COSTS

  • Return shipping costs: Return shipping costs are the customer's responsibility. We recommend using a tracked shipping service, as we are not responsible for lost returns. Returns must be shipped to China. Return shipping costs start at 30 USD and are entirely the customer's responsibility.

EXCEPTIONS

  • Faulty or incorrect items: If you receive a faulty product, or one different from what you ordered, we will send you a replacement at no additional cost. Should an error occur again with the second shipment, a full refund will be issued.
  • Order cancellations: Orders cannot be cancelled once placed, due to our automated processing system.

CONTACT
For any questions or further information about this Return & Shipping Policy, contact us at:
📧 info@houseofwilla.com