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.

• Can I choose my order to be delivered to a store?

  While placing your order, make sure to select a store. Delivery at the store is free of charge. The estimated delivery time at the point of sale may vary from 3 to 5 working days from the date of shipment from our warehouse. You will receive an e-mail as soon as your package has been delivered at the store you have selected.

• Where can I track my order?

  The tracking number can be found by going to "FOLLOW YOUR ORDER/RETURN". Please note that tracking updates will be available when your order is within UK territory.

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

  Price for UPS express delivery is £9.50.
  
  Price for Hermes standard delivery is £4.00 and it is free for any order over £75. For "My Intimissimi" loyalty program members, the shipping is free of charge.
  
  Shipping is free if you select delivery to an Intimissimi store.
  
  Delivery to UPS Access Point™ costs £6.95.

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

  Standard shipment to your delivery address with Hermes is guaranteed within 10 working days for all orders placed before 2 pm Monday through Friday. All orders placed after this time will leave our warehouse the following working day.
  Express shipment to your delivery address with UPS for all orders placed before 2 PM (Italian time) will be delivered within 48 hours. Any orders placed after 12pm will leave our warehouses the next working day. 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 program 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 can I contact Customer Service?

  Our Customer service is available via the phone, chat and email, except for the following Holidays:
  
  NEW YEAR’S DAY JAN 1ST
  EPIPHANY JAN 6TH
  EASTER
  EASTER MONDAY
  LABOUR DAY MAY 1ST
  MAY 30TH
  CORPUS CHRISTI
  THE ASSUMPTION AUG 15
  ALL SAINTS’ DAY NOV 1ST
  NOV 18TH
  CHRISTMAS EVE DEC 24TH
  CHRISTMAS DAY DEC 25TH
  ST. STEPHEN’S DAY DEC 26TH
  NEW YEAR'S EVE DEC 31ST