RETURN WITH THE CARRIER

• How can I return items from an online order?

  As an Intimissimi loyalty member you can return your order for free by shipping the items back to us by using the pre-paid return label that was included in your order. 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. Go to "FOLLOW YOUR ORDER/RETURN" or to your account.
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    2. Fill out the return form online and select "RETURN BY COURIER".
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    3. Attach the return label you received with your order to the package and return the items at the nearest PostNL drop-off point. Intimissimi will cover the return costs from your address to our warehouse in Verona.
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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?

  The return label was sent to you with the order, you can find it in the package. In case you didn't receive Return Label in the package, you must first complete the return procedure. You can do that by accessing the "Follow your order/return" section from the footer and clicking on the "Return request" button. You will be able to download the label directly from the details of your return within 24 hours. By clicking on "Download the label", 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.

• 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.

• I have already filled out the online return form and I want to change it, what can I do?

  The return form cannot be modified after it has been completed. However, if you have forgotten to include any of the articles or you wish to remove others, you can add/remove them from the package before giving it to the delivery company. In this case, you will have to contact the Customer Service after you receive a refund for the items that were on the return form. Please make sure that all the articles you wish to return are sent back in a single shipment.

• I filled out the return form but I have changed my mind and I want to keep the items, what can I do?

  If you have decided to keep the items, the cancellation of the return request is not neccessary. You can keep the items without leaving them at drop-off point.

• How is my refund processed if I paid with Klarna Pay in 3?

  After your return is approved, you will be refunded for the instalments already charged, while the instalments not yet charged will be canceled. In case of a partial return, the refund amount will be deducted from the remaining instalments and you will be refunded the rest if necessary.

• 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.

RETURN IN-STORE

• How can I return items from an online order to an 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:

  • 1) Drop off your items at any Intimissimi store in the Netherlands.
  • 2) You will have the option to choose between exchanging the item (s) or getting a refund.
  • 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.

  We would like to point out that the point of sale is not required to return the amount of your return in cash.

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

  Please note that refunds in stores are not given in cash

• 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 miasplaced 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.