We will begin processing your purchase as soon as you place it. Typically, this procedure takes 1-3 business days. Following processing, your item will be turned over to our shipping partner, who will typically deliver your package to you in 5–7 business days. We kindly ask for your patience in the event of any delays during holidays or busy times. You can track your order in case you received your tracking number by clicking here.

If the expected delivery time has gone and you have not received your order, please feel free to contact our customer service so that we may help you further with tracking your product.

As soon as your order leaves our warehouse, you will automatically receive a confirmation email containing your Tracking Number. This code allows you to track the progress of your shipment online. In some cases, this email may end up in your spam or junk mail folder, so please check this folder if you do not see the email in your inbox immediately. It may take up to a few hours for the Track & Trace link to become active, depending on the speed of our delivery partners.

To track your order, you can use the Tracking number that you received by email. Visit our special Track my order and enter the code to view the status of your delivery. On this page you can see exactly where your package is and what the expected delivery time is. Do you have questions about the status of your order or do you need help using the Track & Trace function? Please feel free to contact our support team for further assistance.

While we do our utmost to ensure that you are completely satisfied with your purchase, there may be times when a product does not meet your expectations. If this is the case, we offer a simple returns and exchanges policy. Visit our Returns & Exchanges page for detailed information on how to initiate a return. We will cover the return shipping costs in certain cases and ensure that the process is as smooth as possible. You may return the product within 30 days of receipt, as long as it is unused and in its original packaging. Our customer service team is always available to guide you through the process and answer any questions you may have.

For defective or damaged products: Vila Mora will cover the return shipping costs.

For returns due to a change of mind (customer regret): The customer is responsible for return shipping costs.

If the return is approved, the amount will normally be refunded to the original payment method within 10 days. However, depending on your banking service, the approval of your return and refund request could take up to 20 days. Because it varies from bank to bank, it is difficult to give an exact time frame. Should it take longer, kindly get in touch with us.

Yes, we accept returns for both defective and non-defective products as long as they meet our return and refund policy. And if you accidentally receive a damaged or defective product, please contact our customer service within 48 hours of receipt. We will evaluate the situation and arrange for a replacement or full refund, covering all return shipping costs.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

Bra's and underwear can not be returned because of hygienic reasons

Yes, you can cancel your order before it is processed. Please check our cancellation policy. If the order has already been shipped, you can return the item once it has been delivered, according to our returns process.

No, we don't accept direct exchanges, if by any chance you need to exchange an item, the best and fastest way would be to go by requesting a return, then immediately start a new order.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

The only option we currently use for returns is by mail.

Yes, however, without our approval for your return request, you will end up just risking to lose your product without it being carried to us, therefore, you bear full responsibility in case its stolen, damaged or in any possible shape.

Our return address: 68 Hailey Rd, Erith DA18 4AU, United Kingdom.

Vila Mora offers Free Shipping to all orders within the United Kingdom. For the moment, we only ship to the UK, hopefully, we might expand our reach later.