RETURN WITH THE CARRIER

• How can I return items from an online order?

  On Intimissimi.com you have the opportunity to return the products with the carrier.
  Follow the steps below:

  • 
    1. Go to "FOLLOW YOUR ORDER/RETURN" or to your account.
  • 
    2. Fill out the return form online and select "RETURN BY COURIER".
  • 
    3 Arrange the pick-up date with the UPS, who will pick up the products directly from the address provided by you. Also, you can drop off the parcel at the nearest UPS access point. Intimissimi will cover the return costs from your address to our warehouse in Verona.
  • 
    4. You will be refunded through the original payment method you have used to place your online order once your items arrived to our warehouse and your return has been approved.
• Where can I find the return label?

  To be able to find and download the label, you must first complete the return procedure. You can do that by accessing the "Track/return your order" 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.

• UPS did not pick up my package on the arranged day. What should I do?

  Please, contact UPS Customer Service to arrange another pickup date. You can also return your package with the same return label to a UPS Access Point.

• 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.

• Can I exchange items bought online?

  Exchanges are not possible for online orders.

• 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. If you have already booked a pick up with UPS, please note to cancel it.

• How is my refund processed if I paid with Scalapay or 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.