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Frequently asked questions
You can check the status of the order at any time by entering the "ORDERS" section, after logging in to your "My Intimissimi" account. If you have not registered with Intimissimi.com, you can directly access the "TRACK/RETURN YOUR ORDER" section. In this case, you will have to enter the order number and the surname indicated at the time of purchase. In this section, you can check and monitor your order through the "track shipment" section.
DELIVERY IN STORE
At the moment we do not offer this kind of service.
MODIFY AN ORDER
The cancellation or change of orders is not possible in our system. Your order will be processed on schedule in our warehouse. If you do not want to keep the goods, you can send the order back for free upon receipt. See the 'Return' section for more information.
The tracking number can be found by entering the order number and your surname in the Follow your order / return section and clicking on "TRACK DELIVERY".
The cost of the standard delivery is 4,95€ and is free for orders over 75€. The cost of express shipping is 9,50€. If you select delivery to an Intimissimi store, the shipping is always free.
The expected delivery time is from 7 to 8 business days for standard, and 48h for the express delivery from the date of shipment. During some special events (Sales, Black Friday, Cyber Monday, etc.) the processing of your order might be delayed, despite our continuous efforts to comply with the established deadlines.
You can request a return by entering the "RETURNS" section after logging in to your account (if you're a registered user) or you can simply access the Follow your order / return section. In order to log in, you will have to enter the surname indicated at the time of the purchase, as well as your order number. You will find the details of your order under the "RETURN REQUEST" button and should complete the form by selecting the item, the quantity, and the reason. The return is possible with the carrier or by selecting the return-to-store option. If you selected the return with courier, please don't forget to print out your return label. For more information, please consult our Returns section.
You can find all the details of your order by accessing the Follow your order / return section. Once you enter this section with your surname and order number, click on the "RETURN REQUEST" button and complete the form by selecting the item, the quantity, and the reason. Once you have printed your Return Authorization, you can take the parcel to the selected store. The refund will always be made with the same method of payment chosen at the time of purchase. Remember that you have 10 days (from the moment you filled in the online return application) to go to the store. The point of sale can't return the amount of your return in cash.
The refund will be made using the payment method chosen for the online purchase and it will be made within 14 business days (for orders made with a Credit Card and PayPal) once the return has been received in our warehouse.
On intimissimi.com you can pay via: Credit Card, PayPal, Apple Pay, Gift Card / e-Gift Card.
PAYMENT WITH BANK TRANSFER
For payments made via credit card and PayPal, the amount of your order will be authorized automatically and charged only when your order is shipped.
Payment is completely secured by one of the most important global certificate authority which is Comodo.
Furthermore, all the information entered to make your purchase are in conformity with the processing of personal data and will be treated in full accordance with the privacy laws. The site is also in conformity to all spam and virus controls. Navigation is completely safe.
You can purchase an e-gift card in different amounts at the following link.
Gift card as payment option
Please, make sure to use Gift Card as a payment method at the checkout. To do this, we ask you to enter the card number and the PIN code in the appropriate boxes. The PIN code can be found by scrubbing the silver box on your card.
While placing your order, you can choose which items to put in the gift box. However, it is not possible to select more than one gift box per order. To include other items in another gift box, we recommend placing a new order. In any case, you can add the DIY kit option (Self Kit to package items at home) and add the required amount to the items you want to package. We remind you that you can both choose the Gift wrapping option and add the DIY kit to the same order.
What is the deadline for receiving my Christmas present in time?
Complete your order by 2pm on 18/12/2019 to ensure delivery by courier in time for Christmas.
Can I ship my order directly the person I am gifting?
Yes and it is very simple, remember to enter your shipping address before continuing with the payment. We assure you that no price will be displayed in the order, either on the product or on the transport document. The invoice in pdf format will only be available on the page of your order.
How much time do I have to return my order during the Christmas season?
We know buying gifts is hard, so for the Holiday season weh ave extended our normal return policy [14 days] until the end of January. All orders placed from 18/12/2019 to 24/12/2019 can be returned free of charge by 15/01/2020.
I have placed an order, but it has not been shipped yet, could you update me?
Do not worry! We have slowed down the processing of orders because of the problems related to the COVID-19 emergency. If you have received the order confirmation email, it means that our system has correctly obtained it and will be processed as soon as possible, according to the measures issued by the Italian Government for the Covid-19 emergency. We remind you that the amount of your order will initially be committed to your credit card, but only after the shipment confirmation will it be actually withdrawn.
I have to return my order, how can I proceed?
The return is possible by courier, but with possible limitations, therefore we have extended the deadline for returning orders online to 60 days. We inform you that the approval of your return may suffer a slight delay.
I placed an order with delivery to the store (in the country where the service is available). When could I pick it up?
We inform you that we have temporarily closed our stores throughout the country, to actively contribute to the community. If you have an order waiting to be picked up at our store or at a collection point, it will wait for you until it reopens.