RETURN IN-STORE

• How can I return items from an online order to a Intimissimi store?

  Order at intimissimi.com and try on your products. If this does not meet your expectations, you can return the goods for free in the store within 30 days from the date of receipt of the order. If you want to return the products in an Intimissimi shop, just follow these steps:

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    1.) Drop off your items at any Intimissimi point of sale in Belgium.
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    2.) You will have the option to choose between exchanging the items or getting a refund.
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    3.) If you opt for a refund, you have the choice between several refund methods among those accepted at the point of sale where you have decided to make your return.
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    We would like to point out that the point of sale is not required to return the amount of your return in cash.
• How and when will I receive a refund for my return in shop?

  If you opt for a refund, you have a choice of several methods of refund from among those accepted at the point of sale where you decided to make your return. The period of reimbursement depends on the provider of the payment method. Please note that the point of sale is not obliged to refund the amount of your return in cash.

• I have already completed the return form online and I would like to change it now. How can I do that?

  Unfortunately, the online return request cannot be modified after entry: make sure you choose all the items to be returned by carrier. If you wish to return other items that you did not enter in the return request, you can return them free of charge to any Intimissimi point of sale within 30 days of delivery of the order.

• Can I keep the order after I have requested a return in the store?

  If you've changed your mind, you're not supposed to do anything anymore. The cancellation of the return procedure is not necessary.

• Can I exchange the items from my order in the store?

  Currently, we do not perform a carrier exchange service. However, we are happy to inform you that it is now possible to exchange / return items purchased online at any Intimissimi point of sale in Belgium. You have 30 days from the delivery of your order to return the products to the store of your choice.

RETURN WITH THE CARRIER

• How can I return items from an online order?

  You can return your order for free by shipping the items back to us using the pre-paid return label included in your order.
  
  Returns by courier are always free for members of the Intimissimi loyalty programme. If you are not a member, a 2,95 € fee will be deducted from your refund, as indicated in the return request summary.

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    1) Complete the return form that you can find by accessing your account. If you are not registered on Intimissimi.com, you can directly access the “Follow your order / return” section at the bottom of the page.
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    2) Prepare the package and attach the return label on the parcel. The pre-paid label was included with your order.
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    3) Drop off your return package at your nearest Bpost location. Returns are free of charge for members of My Intimissimi loyalty program.
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    4). You will be refunded through the refund method you chose during the return procedure once your items arrive to our warehouse and your return has been approved.
• Where can I find the return label?

  We included a pre-paid Bpost return label with your order. To be able to find and download the label, you must first complete the return procedure. You can do that by accessing the “Follow your order / return” section and clicking on the "Return request" button. You will be able to download the label directly from the details of your return after 24 hours. By clicking on the ""Download the label"" box, the return label will be sent to the email address associated with the order for which the return has been made. No login is necessary.

• I've filled in the returns form, but on reflection I'd like to keep the items. What should I do?

  If you've changed your mind, don't call UPS to collect the goods. There is no need to cancel the returns request.

• I have already filled in the online returns form and would like to change it, what should I do?

  Unfortunately, the online returns request cannot be changed after you have entered it: so make sure you select all the items to be returned by courier. If you wish to return other items that you did not enter in the returns request, you can return them free of charge to any Intimissimi point of sale within 30 days of delivery of the order.

• Can I return different orders in a single shipment?

  Please return each order separately with the corresponding return label in order for the refund to be processed correctly.

• In case of a return, will I always be refunded the initial shipping costs?

  The initial shipping costs you have paid will only be refunded when you have returned all the items in your order.
  Therefore, if you return only some of the items you ordered and keep others, the initial shipping costs will not be refunded.

  Exchange for size/colour

  • Can I request an exchange?

    You may request the exchange of purchased items only with products of the same model, selecting a different size or colour, if available. Once the returned item has been received and verified, we will proceed with the shipment of the new product, if in stock. An exchange is possible only if: i) the product is the same model ii) the price of the product has not changed; iii) the product to be replaced was purchased at full price; iv) an alternative size and/or color is available. The size/colour exchange option will be displayed as available only when these conditions are met. The exchange is allowed exclusively for products that have not been used, worn, washed, soiled, or damaged, that show no signs of use, and that are returned in their original packaging, exactly as delivered, complete with all accessories and with the original tags and labels intact and not removed. Personalised items cannot be exchanged. If the exchange cannot be carried out, you will be entitled to a refund of the price paid for the item not eligible for exchange, in accordance with the Terms and Conditions of Sale. An item may be exchanged for a different size or colour only once. If the exchanged item does not meet your expectations, it may be returned and refunded via Return Card or bank transfer.

  • How to request an exchange on Intimissimi.com?

    To request an exchange: • Access the order status at any time from the “ORDERS” section after logging into your account.
    • If you do not have an account, you may use the “TRACK YOUR ORDER/RETURN” section.
    • Inside the order details, you will find the “EXCHANGE” button. Simply select the item to exchange and confirm the new size and/or colour. Remember to apply to your return parcel the prepaid return label included in your order. If you did not receive it or have misplaced it, you can print a new label from the return page of your order. For assistance, our Customer Care team is always available.

  • Returns, Exchanges and Refunds

    We hope you love what you purchased. But in case you don't, you have up to 30 days from the delivery of the order to submit an online return or exchange request for the purchased items. All returning items must be unworn and in sale-able condition. For more info, please check our RETURN POLICY under Article 7 of the general sales conditions.