Return & Refund Policy
At Notes from the Villa (NFTV) we stand behind the quality of every piece we ship. If something is not right, you can return it under the conditions below. Please read this policy carefully before sending anything back: returns that do not follow this procedure may be delayed, subject to deductions, or refused where permitted by law. This policy applies to consumers in the European Union and supplements our Terms and Conditions. Your statutory rights under mandatory EU and national consumer law always remain unaffected.
1. Return window
You have the right to withdraw from your purchase within 14 days after the day you (or a third party designated by you, other than the carrier) received the last item of your order. To meet the deadline you must: notify us within 14 days of delivery via hello@notesfromthevilla.com (an unequivocal statement by email is sufficient; on request we will provide a model withdrawal form); and ship the item(s) back within 14 days of your notification. Returns announced or shipped after these deadlines will not be accepted. Late parcels will be refused or returned to you at your expense.
2. Return conditions
To be eligible for a full refund, items must be returned: unworn and unwashed; free of stains, marks, perfume, deodorant, smoke or animal hair; with all original labels and hang tags attached; and in the original packaging, together with all accessories delivered. You may inspect an item the way you would in a physical store: take it out of the packaging, look at it and briefly try it on. Anything beyond that counts as use. Diminished value: if a returned item is worn, washed, damaged, scented or missing its tags or packaging, we are entitled to hold you liable for the resulting loss in value, up to the full value of the item. Because we refund on proof of postage rather than on arrival, any such loss in value is recovered afterwards rather than deducted in advance. By returning an item you confirm it meets the conditions above.
3. How to return
1. Email hello@notesfromthevilla.com within 14 days of delivery, stating your order number and the item(s) you wish to return. 2. We will confirm your return and send you the return address and instructions. 3. Pack the item(s) securely, preferably in the original shipping packaging. 4. Write your order number clearly on the outside of the parcel and include a note with your order number and name inside it. 5. Ship the parcel within 14 days of your notification, with a carrier of your choice, to our production partner: Notes from the Villa returns, c/o Lydia, Elevator No. 7, 2nd Floor, Building 4, Xiaopeng Motors, No. 300 Beiyuan Road, Beiyuan Subdistrict, Yiwu, Jinhua, Zhejiang 322000, China. 6. Reply to our email with the tracking number as soon as the parcel is on its way. Unannounced returns without an order number cannot be matched to your order and will take significantly longer to process.
4. Return costs
Return shipping is at your expense. We do not provide return labels; you arrange the return yourself with a carrier of your choice, at your own cost and risk. We recommend tracked shipping. The parcel remains your responsibility until it has been received. The burden of proof of return shipment lies with you; keep your proof of postage and tracking number. We do not accept liability for return parcels that are lost, delayed or damaged in transit. Returns sent with unpaid postage, cash on delivery or to any address other than the returns address in Section 3 will be refused. If the cost of returning an item is disproportionate to its value, contact us first — in many cases we can offer you a faster alternative by email.
5. Refunds
Approved refunds are issued to the original payment method within 14 days of your withdrawal notification. We do not make you wait for the parcel to arrive: we issue your refund once you have sent us the tracking number as proof of return shipment. Loss in value under Section 2 is not deducted from this refund in advance; it is recovered separately if it applies. Original shipping costs are only refunded if you return the entire order. If you return part of an order, outbound shipping costs are not refunded. If you selected a delivery method other than our cheapest standard option, only the cost of standard delivery is refunded. Depending on your payment provider, it may take several additional business days before the amount is visible in your account. Payments made via deferred payment methods (such as Klarna) are adjusted or cancelled through the payment provider.
6. Bundle and tiered discounts
If your order qualified for a bundle or tiered discount and you return part of the order so that the remaining items no longer meet the discount conditions, the discount will be recalculated. The remaining items will be charged at the price that applied without the discount, and the difference will be deducted from your refund.
7. Exchanges
If the size or design is not right, email hello@notesfromthevilla.com with your order number before sending anything back. Size and fit issues can often be resolved faster than a standard return, and we will tell you the best option for your specific order in that email.
8. Non-returnable items
The right of withdrawal does not apply to products made to your specifications or clearly personalised. Notes from the Villa does not currently offer such products; should this change, it will be clearly stated on the product page before you order. Items returned in a condition that makes them unsellable due to use beyond what is described in Section 2 may be subject to a value deduction of up to 100%.
9. Refused, unclaimed and undeliverable parcels
If a parcel is returned to our production partner because you provided an incorrect or incomplete address, refused delivery, or did not collect it within the carrier's pickup window, we may deduct the actual shipping and handling costs from your refund, or charge reasonable re-shipping costs if you want the order sent again. Refusing a parcel does not count as a formal withdrawal; you must still notify us as described in Section 1.
10. Faulty, damaged or incorrect items
Our strict return conditions apply to change-of-mind returns only. If you receive an item that is defective, damaged or not what you ordered, your statutory warranty rights apply. Contact us at hello@notesfromthevilla.com within a reasonable time (at the latest within 2 months) after discovering the issue, including your order number and clear photos of the item and the defect. If your claim is justified we will send a free replacement or issue a refund, at your choice, and you will normally not need to send anything back. If we do ask you to return the item, we cover the cost of that return in full.
11. Fraud and abuse
We monitor return behaviour. In the event of suspected abuse of this policy, such as repeatedly returning worn items, wardrobing, or false damage claims, we reserve the right to refuse future orders and to recover any resulting damage, without prejudice to your statutory rights.
12. Contact
Questions about a return or refund? Reach us at hello@notesfromthevilla.com with your order number. We respond within 14 days, usually much faster. Notes from the Villa (NFTV) is a trade name of AB Solutions, Chamber of Commerce no. 95667873.