Frequently asked questions

• What is the return policy for items bought in-store?

  We hope you love our products and enjoy your purchase!
  
  However, any items bought in UK stores that you find unsatisfactory may be returned or exchanged for items of the same value at any Intimissimi store in the UK, by presenting the original receipt within 30 days from the date of purchase.
  
  The garment must be unworn and intact including the original label/packaging. Due to hygiene reasons, accessories cannot be returned.
  
  This does not affect your statutory rights.

• 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, colour, 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. .

• Can I have an online order delivery to store?

  At the checkout, you can choose your delivery method as delivered to store. This service is free of charge with no minimum spend. The estimated standard delivery time at the point of purchase to the selected store is 3 working days. You will receive an e-mail when your order has been delivered to the selected store. You have 10 days from the delivery to collect your order, failing to collect the order after 10 days will result in an automatic refund and the order will be returned the warehouse.

• Where can I track my order?

  The tracking number can be found by going to "FOLLOW YOUR ORDER/RETURN".

• How much do I have to pay for the delivery?

  The price for express home and pick-up-point delivery is £5.95.
  
  The price for standard home and pick-up-point delivery is £3.95, and it is free over £70.
  
  For ""My Intimissimi"" loyalty programme members, the shipping is free of charge.
  
  Shipping is free if you select delivery to an Intimissimi store.

• How long does it take for the order to be delivered?

  Standard shipment to pick-up point with EVRI will arrive in 2 - 3 working days. Express shipping to pick-up point with EVRI will arrive within 1 - 2 working days.
  
  Standard home delivery with Royal Mail will arrive within 2 - 3 working days. Express home delivery with Royal Mail will arrive within 1 - 2 working days. If you order by 5:30 pm Monday to Thursday with next-day delivery, we aim to have your order with you by 8 p.m. the next working day. Service is subject to the courier, and we cannot always guarantee it.
  
  Any order placed at the weekend will be processed on the following Monday.
  
  Postcodes excluded from Next Day Home and Pick Up Point – beginning KW, HS, IV, AVB, PH, DD, KY, FK, PA, TD, ML, KA and BT, any EH postcodes outside of EH1-7.
  
  If you chose in-store delivery, you will receive an email as soon as your package is ready for collection.

• How can I return my order?

  You can return your online order via carrier or to one of our stores. To return via carrier, you can use the label we provided for you with your order. Please read more about the return procedure on our Returns and Refunds page.

• How will I receive my refund?

  You will be refunded through the original payment method. The refund will be made as soon as possible, no later than 14 days from your return request (for orders purchased 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 on Intimissimi website?

  Yes, you can purchase an e-Gift Card on this link.

• Do you offer a gift wrapping service?

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

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

  It is a loyalty programme which, through a collection of points on a card called "My Intimissimi", provides exclusive advantages for the cardholders and will give the customer the possibility of reaching 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.

• How can I find out about the availability of a certain item in the store?

  Access the product of your interest through the site, select "SEARCH " (if the button is active), choose your size, and click on "CHECK AVAILABILITY". You can use the map to locate the store closest to you. In addition, you can also contact the store directly for more information. We remind you that the availability is updated every 30 minutes.

• How and when can I contact Customer Service?

  You can always contact us via webform, phone, chat, or by writing to hello@intimissimi.com.
  Customer Service is active from Monday to Saturday from 07:00 to 19:00* 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.