Please be aware before you buy from Vila Mora. I have reduced the number of stars to two because the previous review (with more stars) was about the ease of navigating the website. Th... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I can only concur with everyone else. When the item eventually turned up, it bore no resemblance to the advertised item - would barely fit a small child, mismatched arms at different heights, gossam... See more
Company replied
Not even worthy of ½ star. In immediately trying to cancel a small order, 4 E-MAILS to Vilamora's "support" address (from which they still use to send mail) BOUNCED BACK. 7 ATTEMPTS TO REACH THROUG... See more
I ordered a blouse and a jacket stupidly without reading the reviews on here first. They are nothing like the advertised products on the Vila Mora website ! The shape, material, colour and siz... See more
1.8
Poor
143 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 48% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Avoid this website
Avoid this website – extremely unprofessional.
Returning an item has been a nightmare. After sending the item back, the company stopped responding entirely. No replies, no support, and no way to get in touch.
Blocking or ignoring customers after a return is unacceptable and raises serious concerns about this business’s integrity. I regret ordering from here and would not recommend this website to anyone.
January 20, 2026
Unprompted review
Reply from Vilamora
Hi Roja,
Thank you for your feedback. We take concerns like this seriously and would really like to understand what happened.
At the moment, we’re unable to identify your order from this review alone. Please reach out to us directly with your order number so we can review the situation thoroughly and assist you accordingly.
Kind regards,
Vila Mora
Easy to order new garments
Easy to order new garments, with a bout, after seeking to exchange a shirt of the wrong size.
January 30, 2026
Unprompted review
Reply from Vilamora
Hi Jennifer,
Thank you for your review — we really appreciate you taking the time to share your experience.
We’re glad to hear that ordering was easy overall.
If you ever need help with sizing guidance in the future, our team is always happy to help before or after placing an order.
Kind regards,
Vila Mora
Simple to order
Simple to order. Arrived quickly. I am very pleased with the product and also pleased with the company
I will purchase again from them. Many thanks to them.
January 29, 2026
Unprompted review
Reply from Vilamora
Hi Wendy,
Thank you so much for your lovely feedback — it truly means a lot to our team.
We’re delighted to hear that the ordering process was simple, your item arrived quickly, and that you’re pleased with your purchase. That’s exactly the experience we aim to deliver.
We genuinely appreciate your support and look forward to welcoming you back again in the future.
Kind regards,
Vila Mora
Reply from Vilamora
Hi Bauna,
We’re sorry to hear that our return process didn't meet your expectations — we understand how frustrating that can feel.
Feedback like yours is genuinely valuable, and we are actively reviewing ways to improve our processes and make the experience smoother for our customers.
If you’d like us to look into your specific case, please feel free to reach out to our support team with your order details — we’re here to help.
Kind regards,
Vila Mora
Misleading Product & Poor Support
I purchased a pair of boots from Vilamora that were advertised as leather in the product title and main description. Upon arrival, the boots were clearly not leather, but a man-made plastic (“faux leather”). This is a clear misrepresentation of the product.
I contacted Vilamora support multiple times. Their initial responses offered partial refunds if I kept the boots, which I declined, and recent emails to their official support address have bounced back entirely. I was also instructed to return the boots, but the company only accepts returns to a supplier in China — I am now returning them to the UK trading company (Elevate Global Enterprises LTD) as the legal entity responsible.
Due to the misleading description, I have been inconvenienced, left out of pocket for return costs, and have had to notify Trading Standards (Case Number: CCA‑5312698) and dispute the payment with my bank.
I would not recommend Vilamora. The product description is misleading, and their customer service and support systems are unresponsive, leaving customers to resolve issues through formal complaints and legal channels.
January 29, 2026
Unprompted review
Reply from Vilamora
Hi Jacqueline,
We’re genuinely sorry for the frustration this situation caused you.
We’ve reviewed the full exchange regarding your order, including your concerns about the product description and the return process. After reassessing the matter, a full refund was processed and subsequently received, bringing the issue to a close.
We understand how important material descriptions are when purchasing online, and we take feedback about product clarity seriously. We are continuously reviewing our listings to ensure descriptions are accurate and clearly presented.
Our Return & Refund Policy, including return procedures and designated facilities, is available on our website prior to purchase for full transparency. That said, we always aim to resolve concerns fairly when raised.
We appreciate you allowing us the opportunity to address this.
Kind regards,
Vila Mora
Straight forward
January 25, 2026
Unprompted review
Reply from Vilamora
Hi Charles,
Thank you so much for your kind review — we truly appreciate it!
We’re really glad to hear that your experience was straightforward. That’s exactly what we aim for.
If you ever need anything in the future, we’re always here to help.
Kind regards,
Vila Mora
I ordered a coat at the time of…
I ordered a coat at the time of ordering it don't recall it being mentioned it was coming from China. I thought i might have problems with it so I paid with my credit card. I cant email them. The server doesn't recognise the email address through their support. I tried to phone them and got no answer. I have now gone to my credit card company
You have now refunded me my money
January 26, 2026
Unprompted review
Reply from Vilamora
Hi Tracy,
We’re sorry to hear you’ve had difficulty reaching us — that’s certainly not the experience we want anyone to have.
For clarity, we operate with international fulfillment facilities so we can keep pricing competitive and process orders efficiently across multiple regions. Shipping timelines and fulfillment details are shared during checkout and in our policy pages.
Our support email is fully operational and actively monitored. No outages have been reported in the last months.
We’d really like to look into this properly for you. If you can share your order number or the email address used at checkout, we can locate your order and reach out to you directly to help resolve this.
Kind regards,
Vila Mora
Terrible as they promise the…
Terrible as they promise the possibility of returning. They do not reply via email phone or instagram.
January 28, 2026
Unprompted review
Reply from Vilamora
Hi Cecilia,
We’re sorry to read that this was your initial impression.
We’ve reviewed the full email exchange regarding your order, and can confirm that the matter was resolved with a full refund processed, with no return required. We’re glad we were ultimately able to reach a satisfactory outcome.
That said, we recognise that the experience leading up to that point felt frustrating, and that’s something we take seriously. Our customer service department is currently under new management, and we’ve been actively improving response times, clarity around returns, and overall communication standards to ensure a smoother experience moving forward.
We genuinely value feedback — even when it’s critical — because it helps us improve.
Kind regards,
Vila Mora
Do not use this site - definitely a scam
Do not use this site. Ordered a short coat. Website stated UK company delivery 3-5 days. When delivery notification received it was forecast at least 2 weeks so I knew I’d been hoodwinked and likely Chinese. Item arrived eventually and completely different garment to the picture, material was like that of a shoe or bag cover - disgraceful quality. Email customer support is returned undelivered. Do not use this site.
January 19, 2026
Unprompted review
Reply from Vilamora
Hi Diane,
We’re really sorry to read that this has been your experience — that’s certainly not the impression we want to give.
For clarity, Vilamora operates with international fulfillment facilities, which allows us to offer competitive pricing across different regions. Delivery estimates are provided at checkout, and while most orders arrive within the expected timeframe, some shipments can take longer depending on logistics and customs processing.
Regarding email contact, our support inbox is fully operational and actively monitored. We are not aware of any system-wide issue preventing customers from reaching us.
We would genuinely like to look into this for you. If you can share your order number or the email address used at checkout, we will locate your order and reach out directly to assist and review your concerns properly.
Kind regards,
Vila Mora
Poor quality item
Poor quality item, nothing like the picture, it says hassle free returns but it isn’t because emails bounce back and the phone line is always busy. Do not waste your money.
January 26, 2026
Unprompted review
Reply from Vilamora
Hi Andrea,
We’re really sorry to hear that the item didn’t meet your expectations — we understand how disappointing that can be.
We also want to reassure you that our support channels are fully operational and monitored daily. If an email bounced back, it may have been due to a typo in the address or a temporary server issue, as we are not experiencing system-wide email failures. The same applies to our phone line, which can occasionally be busy during peak times.
If you’re willing to share your order number or the email address used at checkout, we would be more than happy to personally review your case and reach out to help resolve this.
Kind regards,
Vila Mora
Rubbish customer service
Like most of the reviews, l would not give this company any stars.
Ordered a Jacket when it came, it had a hole in it. Emailed 'Customer Service', who initially replied offering 75% discount. When I then tried sending further emails, they all bounced back saying 'undeliverable'.
This is a company is in China. Please do not use this company and if you do, don't expect anything good to come from it.
January 20, 2026
Unprompted review
Reply from Vilamora
Hi Bridget,
We’re sorry to hear that this was your initial experience, especially receiving a jacket with a defect — we completely understand how disappointing that must have been.
We’ve now reviewed your case internally and can confirm that a full refund has already been processed for your order.
We also want to clarify that our support inbox is fully operational and monitored daily. We do not block customers from contacting us, and if any emails were returned as undeliverable, this would have been due to a temporary technical issue rather than intentional avoidance.
Vila Mora operates with international fulfillment facilities in order to offer competitive pricing, but regardless of location, our responsibility is to resolve legitimate concerns fairly — which we’re glad we were able to do in this case.
We appreciate your feedback, as it helps us continue improving our communication and processes.
Kind regards,
Vila Mora
Poor quality item received with hole in…
Poor quality item received with hole in jacket. No way to contact company to return item , email and phone number do not exist
January 23, 2026
Unprompted review
Reply from Vilamora
Hi Mand C,
We’re truly sorry to hear that you received a jacket with a defect — that’s certainly not acceptable, and we understand how frustrating that must have been.
We also want to clarify that our contact channels do exist and are actively monitored. Our support email is fully operational, and while we can be busy during peak times and our response time can be longer than usual, they are in service. We never block customers from reaching us.
If you’re still experiencing difficulty, please share your order number or the email address used at checkout here, and we will personally locate your order and reach out to you directly to resolve this properly.
We take product quality concerns seriously and would welcome the opportunity to make this right.
Kind regards,
Vila Mora
Do not use this site
Do not use this site, very difficult in send back your items. They don’t reply to your emails, they get sent back saying not able to deliver your email.
January 23, 2026
Unprompted review
Reply from Vilamora
Hi Paul,
We’re sorry to hear that you found the return process difficult — that’s certainly not the experience we want anyone to have.
We’d like to reassure you that our support email is fully operational and actively monitored. We do not block customers from contacting us.
Our Return & Refund Policy, including the return process, is available on our website prior to purchase for full transparency. That said, we understand that returns should feel straightforward, and we’re currently reviewing and improving our support processes under new management to ensure smoother communication and faster resolutions.
If you’re willing to share your order number or the email address used at checkout, we’ll be happy to personally look into your case and assist you directly.
Kind regards,
Vila Mora
Scam. Purely and simply.
I can only concur with everyone else. When the item eventually turned up, it bore no resemblance to the advertised item - would barely fit a small child, mismatched arms at different heights, gossamer thin acrylic material. Just a total bag of nails.
I wish that I had done a Streetview of the Dutch gentleman's "UK Office" prior to my wife ordering this. (Spoiler: It's a room above a permanently closed convenience store)
January 20, 2026
Unprompted review
Reply from Vilamora
Hi Kevin,
We’re genuinely sorry to read how disappointed you are — that’s never the experience we want anyone to have.
If the item you received had clear defects such as uneven stitching or construction issues, that is something we would absolutely want to review and address properly. We take product quality concerns seriously and escalate verified issues directly to our suppliers.
Vila Mora operates with international fulfillment facilities in order to offer competitive pricing, and our policy information is available on our website prior to purchase. That said, regardless of fulfillment structure, our responsibility is to resolve legitimate concerns fairly.
We’re not able to identify your order from this review alone, but we would genuinely welcome the opportunity to look into this for you. If you can share your order number or the email address used at checkout, we will personally review the case and reach out to assist.
Kind regards,
Vila Mora
Noooooo.... JUST NO!
NOT UK COMPANY 2 WEEKS ONLY AUTO REPONSE ON EMAILS TOOK A WEEK TO GET TO A FOREIGN AIRPORT ASSUMING CHINA ANY COMPANY THAT BUYS A LONDON ADDRESS AND LIES ABOUT USING ROYAL MAIL FOR ALL DELIVERIES HAS A LOT TO HIDE AVOID AVOID AVOID
January 10, 2026
Unprompted review
Straightforward
Straightforward. Easy to follow. Better to judge when the goods are received.
January 17, 2026
Unprompted review
Really just confirming all the reviews…
Really just confirming all the reviews on here - no mention of china - London office which obviously is a scam. Only realised it was coming from china when I tracked the delivery- do not order anything from this company - shirt was awful quality - going straight in the charity bag as you have to return to china to get a refund. They have offered a 75% discount on my next order! Hahahahahahaha no chance !
January 12, 2026
Unprompted review
Noooooo
Noooooo!
Just stay away from these people. Cheap nasty nothing like picture. Another scam from a Chinese website that appears as a UK one. No response from customer service so I'm going to report to fraud Uk and trading standards.
December 31, 2025
Unprompted review
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