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:

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    1. Go to "Follow your order / return" section in the footer or to your account. Fill out the return request and choose the "Return with courier" option.
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    2. Choose the date for the return collection and provide the address where the courier should arrive for pick-up.
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    3. Prepare the package, making sure you have carefully packed the goods you wish to return.
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    4. Stick the return label you received with your order on the package
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    5. Make sure that you or someone else is present on the day of collection at the address you indicated. If the courier has not come to collect the package on the scheduled date or there were problems with the collection, you can always contact FAN carrier at 021.9336 or e-mail comenzi@fancourier.ro.
    
    You will receive a refund no later than 14 days from the day of your return request, provided that our warehouse has already received the return or that you have provided a proof that you have already shipped the goods.
• I have ordered the wrong size/item/colour for my purchase, can I change it?

  We cannot process an exchange, but you can return your item for free and start a new order.

• 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.

• 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.

• I have already filled in the return form online and 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. Please make sure that all the articles you wish to return are sent back in a single shipment.

• Do I have to pay to return the order?

  You can return your purchase completely free of charge. To learn more about our return policy, click here.

• I have filled in and sent the return form, but I have second thoughts and wish to keep the items, what can I do?

  If you change your mind and you don’t want to return the items anymore, please contact the courier and cancel the pickup

• How and when will I receive a refund for my return?

  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. The time it takes to see the refund appear in your account may depend on your credit or debit card company.

• How will I receive my refund if I have placed an order using a Gift Card?

  In this case, we ask you to provide us with your bank account details. You can contact our Customer Service by chat or email. The refund will be made in the shortest possible time and will not take longer than 14 business days. The time it takes to see the refund appear in your account may depend on your credit or debit card company.

• Can I get the refund on a different credit card rather than the one I've used to make my online order?

  No, the refund will take place on the same credit card used to pay for the online order.

RETURN TO STORE

• How can I return items from an online order?

  Order at intimissimi.com and try on your products. If they don't meet your expectations, you can return them for free to one of our stores. If you want to return your products to any Intimissimi store you can do it without filling the online return form. You will be refunded via the payment method you originally used to place your online order.

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    You will be refunded via the payment method you originally used to place your online order. Please kindly note that the store cannot refund you in cash.
• I ordered the wrong size/item/color, can it be exchanged?

  We are unable to process an exchange, but you can return the item free of charge and place a new order.

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

  It is unfortunately not possible to exchange the items from an online order in a store. You can return the items you do not want to keep for free and place a new order.

• I have already completed the online return form and would like to modify it, what can I do?

  The return form cannot be modified once it has been completed. However, if you forgot to include an item or if you wish to remove other items, you can add/remove them from the package before handing it over to the courier. Please make sure that the items you wish to return are sent back in a single shipment.

• Can I change the selected store after completing the online return form?

  It is not possible to change the return store once you have completed the online return procedure.

• How and when will I receive a refund for my return?

  The refund will be made using the payment method chosen for the online purchase. The refund will be made as soon as possible, no later than 14 days from your return request (for orders paid with Credit Card or 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 or to the courier. The time it takes to see the refund appear in your account may depend on your credit or debit card company.

• 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 AT PICK-UP POINT

• Can I return my order at a FAN office?

  Of course, you can return your parcel directly to a FAN office by following these simple steps:
  

  • 1. Fill out the return request and choose the "Return at Pick-up Point" option
  • 2. Prepare the package, making sure you have carefully packaged the goods you wish to return
  • 3. Stick the return label you received with your order on the package
  • 4. Take the package to a FAN office closest to you

  
  You will receive a refund no later than 14 days from the day of your return request, provided that our warehouse has already received the return or that you have provided a proof that you have already shipped the goods.

REFUND

• How and when will I receive a refund for my return?

  The refund will be made as soon as possible, within a maximum of 14 days from your return request (for orders made with a credit card, provided that we have received the returned items or that you have given us proof of having sent them to us, or alternatively, after you deliver the returned products to the store or courier).

• 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 from your order and keep the others, the initial shipping costs will not be refunded.