To start the return process for your order, please enter your email address or phone number and the order number below.

Customer Returns Center

HOW TO RETURN - UK 

STEP 1

Enter your order number and email address/phone number in the fields above and click Start. Follow the instructions and select the items you want to return.

STEP 2

You will then receive a confirmation email with the shipping guidelines. Pack up your return in the original VILASA. Boutique packaging (or equivalent) to ensure adequate protection in transit.

STEP 3
Attach the return address label to your package, from your return confirmation email.

STEP 4
Take it to your nearest Post Office to use our FREE returns service. Please request a 'proof of postage' receipt and keep it safe until we have confirmed that your returns have arrived.

 

HOW TO RETURN - INTERNATIONAL

STEP 1
Enter your order number and email address/phone number in the fields above and click Start. Follow the instructions and select the items you want to return.

STEP 2
You will then receive a confirmation email with the shipping guidelines. Pack up your return in the original VILASA. Boutique packaging (or equivalent) to ensure adequate protection in transit.

STEP 3
Attach the return address label to your package, from your return confirmation email.

STEP 4
Please request a 'proof of postage' receipt from your chosen shipping provider, and keep it safe until we have confirmed that your returns have arrived.

WHAT ITEMS ARE RETURNABLE? 

You can return your items within 30 days of receipt of your shipment. If 30 days have gone by since, unfortunately, we can't offer you a refund or exchange.

  • Items must be unopened, with all product packaging and hygiene seals untouched
  • We are unable to offer a refund, replacement or exchange on items that are not re-saleable. 

If your order qualified for a free gift, it must also be returned before your refund or replacement can be processed. Additionally, Gift cards are non-returnable. 

Please note that all items must be returned in a saleable condition. 

 

RETURNING HAZMAT ITEMS

Please ensure that you retain the original VILASA. Boutique packaging to return your item to us, to ensure the correct labelling is displayed and the package is appropriately handled by the courier. Hazmat items are marked with a UN number on the shipment paperwork that comes with your order.

 

ARE THERE ANY CHARGES FOR RETURN? 
  • We offer a FREE pre-paid returns service on all UK orders through Collect+
  • You will receive a return address label with your return confirmation email.
  • Original shipping charges are non-refundable
  • If you are returning from outside of the UK, you will need to cover the cost of return shipping.

 Please do not send your purchase back to the manufacturer.


RECEIVING YOUR REFUND 
  • Once we have received your package, providing the items have been returned in a re-saleable condition your refund will be issued within 10 working days.
  • Your refund will be confirmed by email, and funds will be returned to your original payment method. This can take up to 10 days to show on your statement from the time of issue. Please be aware that this varies by bank and payment methods, and that PayPal transactions show immediately.
  • If your card has expired since placing the order, please contact orders@vilasa.co.uk to make alternative arrangements.

If you paid using Klarna, as soon as VILASA. Boutique has processed your return you will receive an updated invoice from Klarna. You should then receive your refund (via Klarna) within 5-10 working days to your chosen account.

If you have any questions regarding your Klarna account, you can contact Klarna’s Customer Service team directly.