Frequently asked questions

• I have not received my order yet. What should I do?

  You can check the status of your order at any time by entering the "ORDERS" section, after logging in to your account. If you have not registered on intimissimi.com, you can directly access the TRACK/RETURN YOUR ORDER page. In this case, you will have to enter the order number and the surname indicated at the time of purchase. Here you can check and monitor your order through the "TRACK DELIVERY" section.

• I need help with placing an order, what can I do?

  Please contact our Customer Service. We will be happy to place an order on your behalf with credit card as the payment method (you will receive an email with a payment link). We kindly ask you to send us the following information:
  - list of products that you want to order (quantity, color, size)
  - contact details (name, surname, email address, phone number)
  - delivery details (full address for home delivery or store).
  If you are already registered on our website, please indicate whether you want us to place your order as a logged-in registered user or as a guest. We would like to assure you that your personal data will be processed in accordance with our Privacy policy. .

• I have just made my order and wish to cancel/modify it, what can I do?

  The modification of orders is, unfortunately, not possible in our system. You have the possibility to cancel your order directly from your TRACK/RETURN YOUR ORDER section within 15 minutes from the purchase. We remind you that the order cancellation is not possible for orders paid with Gift card. If you do not want to keep the goods, you can send the order back for free upon receipt. See the 'Returns and Refunds' section for more information.

• How much is shipping and who delivers my order?

  The price for a standard delivery is 4,95 € and it's free for orders over 80 €. The price for express delivery is 9,50 €. UPS is the carrier for your delivery. If you select delivery to an Intimissimi store, shipping is free.

• What is the delivery timeline for my online order?

  When choosing express delivery, your order will be delivered within 1-2 business days, and with standard delivery within 6-7 business days. 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.

• Can I return the items bought online?

  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 TRACK/RETURN YOUR ORDER 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 want to return your to one of our stores, it is not necessary to fill in the return form. If you selected the return with courier, please don't forget to print out your return label. For more information, please consult our Returns and Refunds section.

• How will I receive my refund?

  The refund will be made as soon as possible, using the payment method chosen for the online purchase and no later than 14 days from your return request (for orders made with a Credit Card and PayPal and provided that we have received the returned items or that you have given us a proof of having sent them to us) or alternatively, after you will deliver the returned products to the store, to the courier or to a pick up point.

• Can I purchase a Gift Card online?

  You can purchase an e-gift card in different amounts at the following this link.

• What is "My Intimissimi" loyalty program and why sign up?

  It is a loyalty program which, through a collection of points, provides exclusive advantages for the subscribers. The customer will have the possibility to reach 3 different STATUSES by accumulating points through purchases both in our stores and online (after logging into your account). You can find the complete rules at the following link.

• Do you offer Gift wraping service?

  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.

• How and when can I contact Customer Service?

  You can always contact us via webform, chat, or by writing to hello@intimissimi.com.
  Customer Service is active from Monday to Saturday*, all year long except the following holidays:
  
  January 1st
  January 6th
  Easter Monday
  May 1st
  May 30th
  Corpus Christi
  August 15th
  November 1st
  November 18th
  24-25-26 December
  December 31st
  
  * The aforementioned times may be subject to change during periods of intense activity.