Willa Phoenix



Frequently Asked Questions

01. The Payment

What payment methods do you accept?

We accept all major credit cards. Visa, Mastercard, American Express and PayPal.

02. Shipment

When do I receive my order?

All orders will be dispatched within two working days of being received. All orders are shipped via DHL and parcel delivery within the UK typically takes one day.

Shipping to the US and Canada via DHL will take 4-7 business days.

What countries do you deliver too?

Willa Phoenix currently offers free shipping and returns to the following countries: The United Kingdom, the EU, The United States and Canada.
In some instances we are able to offer same day delivery within the M25 of London. For inquiries, please get in touch via our contact page or through WhatsApp.

Please note we are also now available for purchase through ImmaculateVegan.com

Do I have to pay for postage?
Delivery and returns are free.
Can I track my order?

Yes, you can! Once you have placed an order you will receive a confirmation email with your DHL tracking number and will be able to track your order via the DHL website.

03. Exchanges and complaints

Can I exchange an item?
Yes, if the shoes are returned new, unused and in their original undamaged shoebox with the shoe bag enclosed, you can opt to exchange your item for a different size or colour.

04. Returns

How do I return an item?

All items can be returned for free for a full refund within 30 days of purchase. Should you decide to return your order, you will receive payment back within 10 days of your shipment arriving at our warehouse, provided they are returned new, unused and in their original undamaged shoebox with the shoe bag enclosed.

With a multitude of DHL Express Service Points located in high streets and retail outlets across our shipping destinations, there is bound to be a parcel drop off point near you. We will send you a return shipping label and you can arrange a DHL courier in your area or you can drop it off at a DHL Express Service Drop Points.

Still have questions?

Please email our friendly team at concierge@willaphoenix.com who will be happy to assist you further.