Customer service

Frequently asked questions
  • I have not received my order yet, what should I do?

    If your order has not arrived within the expected time, we recommend you to check the shipment status in the Track /return your order 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 an order online and want to change 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 Order Status 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 'Return' section for more information.

  • Can I return the items bought online?

    Yes, you can always change your mind on intimissimi.com and return them free of charge through the return online procedure that you can find on your order status page. The returned items must be sent to Calzedonia SpA in a single shipment. You'll be refunded in no time via the payment method you originally used to make your purchase.

  • Do I have to pay to return my order?

    Shortly after completing the form in the Track/Return section, you can use the return label we have sent you with the order, which will allow you to return the items completely free of charge.

  • Can I receive my order in a gift package?

    This year Intimissimi will be helping you to add a touch of class to your purchase. You will be able to choose between two exclusive options: the gift pack and the wrapping-paper kit. Extremely elegant, the gift packs are made from stiff cardboard. They feature a metallic logo and are available in three different sizes, so you can be sure one will be the right fit for your purchase. Don't worry, though. We will see to getting the size that best suits your purchase! Opt for the gift pack and, if you want to personalize your message, just fill in the blank field where it says “Write your message”. Otherwise, you can wrap your own presents using the gift-wrap kit which contains 2 stylish paper bags in 2 different sizes, 1 sheet of tissue paper decorated with the Intimissimi logo, 3 metallic stickers, and a card in an envelope for you to write your own personal message. You can add as many wrapping-paper kits as you need. Opt for one of the two solutions before proceeding to the checkout and click “Save”. The sum payable for your order will be automatically updated according to your choice.

  • How can I contact Customer Service?

    You can contact our Customer Service team by email, phone or chat. For any urgent questions, please consult the Frequently asked questions section.

  • 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 from 09:00 to 21:00* 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.

Customer service

CUSTOMIZATION
  • Can I customize my item?

    Yes, you can customize items online. Please consider that the customization service is not available on all the items. After accessing the desired product page and selecting size and color, if the item can be customized, you will see the button "CUSTOMIZE". In a new page, you will be able to select the position, the color and the font of the embroidery. You can customize your product with initials, dates and words for a maximum of 5 characters. Please notice that only Latin alphabet characters are accepted. For any further information regarding the customization service, please visit our Terms of Sale.

  • What is the cost of the customization and which payment methods are accepted?

    The cost for the customization service is 3 RON. Please consider that the cash on delivery payment method is not possible for customized products.

  • Can I customize a product in an Intimissimi store?

    Unfortunately, this option is not available at the moment. You can customize a product only on our website.

  • Is it possible to customize an Intimissimi item I have already purchased?

    Unfortunately, this option is not available. Customization can be selected exclusively online and before the actualization of the order by selecting "CUSTOMIZE" in the product page.

  • Can I pick up my customized product in a store?

    Yes, you can pick up your customized product in store. Customize and order the item online and select "Pick up in store" at the check-out.

  • How will my customized item look like? How can I take care of my customized item?

    Your product will be shipped to you with the customization options you selected while placing the order. Please consider that your customized item may contain traces of water-soluble material used for the packaging of the embroidery. This is a protective layer that can be easily removed with a gentle wash. The position of the embroidery displayed on the website images is purely indicative. We would like to remind you that the embroidery is handmade by our embroiderers, and for this reason, every single customization should be considered as unique.

  • Can I return a personalized product?

    Customized products are made exclusively for you. For this reason, they cannot be returned, except for manufacturing defects and exclusively by courier. Please consider that customized products which are shipped with the "pick up in store" option, have to be collected in the store within the time limit of 10 days from the notification e-mail. After the deadline, returns and refunds of the customized product will not be possible. If you received a defective item, we invite you to contact us at hello@intimissimi.com.

    • GIFT CARD
    GIFT WRAP
    • Can I purchase my order with a gift wrap?

      Intimissimi offers the gift wrapping service. In the final stage of your purchase, you can choose which items to include in the gift box (maximum 4), or if you would like to receive the gift kit to proceed with the DIY package.

    • Can I place a single order with multiple gift-wrapped products?

      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 choose the Gift wrapping option and add the DIY kit to the same order.

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