FAQ's

We Ship Worldwide!

For all customers, we use DHL. This is because with the value of our products, are safer in the hands of a trusted delivery door-to-door service. 

All DHL Express Shipments include the *ODD service.

UK 

• DHL Express UK *(Next Day): £8.99

• DHL Express - Europe *(1-3 Days): £18.00

• DHL Express - USA *(1-3 Days): £21.00

• DHL Express - Rest of World *(2-6 Days): £25.00

European/International shipments may be subject to customs charges, this may vary dependent on your destination. These costs are out of our control, and cannot be refunded or subsidised by ourselves. 

Should International customers refuse to pay customs, any costs incurred to receive product back to us will be deducted from refunds. 

Should you need your order to be shipped out immediately or for a certain date, please make us aware so we can advise on shipping time. 

*Please be considerate of shipping times, as a small handmade business, we may not be able to ship the same day as purchase. The times stated on our shipping options are subject to when the order has been collected by DHL, which may not always be the same day of purchase.  Please allow for extra shipping time around busy periods and Bank Holidays. 

• Deliver my package on Another Day: Scheduled delivery
• Deliver my package to Another Address: Alternate Delivery to work or family.
• Deliver my Package at a Safe Place: Authorise Shipment Release.
• Deliver my package with Neighbour: Leave with neighbour, reception or guard.
• Deliver my package at a DHL Service Point:Hold for Collection.
• Request my Hold My Package: Vacation hold safekeeping up to 30 days. 

Our drops will be scheduled intermittently. We believe in slow-fashion, and putting time, care and appreciation into every product we make. All updates on drops will be regularly shared through mailing list and social media page, @itsbywilla. 

All of our products are handcrafted in the UK.

The materials used to create are also sourced from the UK, and we also up-cycle material and hardware where we can to help the planet!

If you find our bags have imperfections, please don’t hesitate to contact us, but this is most likely because they are all completely one of a kind, individually handmade with love.

Just like you, each of our accessories are an individual, and in that sense our pricing matches.

We determine our pricing from product to product from the cost of materials and time taken to handcraft, which inevitably varies given the bespoke identity of each accessory.

Individual prices will be revealed pre-drop through mailing list and social media.

We have a 14-day return policy, which means you have 14 days after receiving your item to request and return your item back to us. 

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

To start a return, you can contact us at contact@itsbywilla.com. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We do not cover the cost of returning product, unless the product has arrived damaged or unusable, in which case we will discuss shipping cost refund individually.

You can always contact us for any questions at contact@itsbywilla.com.

Refunds cover the cost of the product, we do not refund shipping. 

Please email us at contact@itsbywilla.com 

Alternatively, we're available via our DM's on our Instagram page.