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COVID-19: OPENING HOURS OF STORES
We apologize to our customers, but in accordance with the decision of the UK government, and in
order to contribute to the joint effort to stop the virus from spreading, our stores will remain
closed. The delivery and return service for online orders in our
stores, which are currently closed, is temporarily suspended. Delivery and return will therefor
continue only by carrier, valid until further notice. We remain available for you online.
We would like you to inform you that any shipping costs paid upon checkout already include import duties, and there are not any additional fees to pay to receive your parcel.
You still haven't found an answer to your question?
You can check the status of the order at any time by entering the "ORDERS" section, after logging in to your
"My Intimissimi" account. If you have not registered with Intimissimi.com, you can directly access the
FOLLOW YOUR ORDER section. In this case, you will have to enter the order number and the surname indicated
at the time of purchase. In this section, you can check and monitor your order through the "track shipment"
section.
IN-STORE DELIVERY
While placing your order, make sure to select a store. Delivery at the store is free. 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.
ORDER MODIFICATION
The cancellation or change of orders is, unfortunately, not possible in our system. Your order will be
processed on schedule in our warehouse. 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.
ORDER TRACKING
The tracking number can be found by going to "ORDER STATUS AND RETURN".
SHIPPING COSTS
Price for 48-hour express delivery is £9.50.
Price for 4-5 working days standard delivery is £4.00 and it is free for any order over £75.
Shipping is free if you select delivery to an Intimissimi store.
Delivery to UPS Access Point™ costs £6.95.
DELIVERY PERIOD
Order by 12pm and your goods will be delivered to your chosen address or to UPS Access Point™ 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.
RETURN REQUEST
To request the return, you can always access the status of the order by visiting the "ORDERS" section after
signing in to your "My Intimissimi" account. If you are not registered with Intimissimi.com, you can
directly access the "ORDER STATUS AND RETURN" section. You will find in the details of your order under the
"RETURN" button and should complete the form only by selecting the item, the quantity, and the reason. The
return is possible with the carrier or in-store.
RETURN IN-STORE
You will be refunded to the same payment method you have chosen for online purchase. The refund will be made
in the shortest possible time and will not take longer than 30 business days (for orders purchased with a
credit card and PayPal).
REFUND
You will be refunded to the same payment method you have chosen for online purchase. The refund will be made
in the shortest possible time and will not take longer than 14 business days (for orders purchased with a
credit card and PayPal).
PAYMENT METHODS
On Intimissimi.com you can pay via: Maestro, MasterCard, Visa, Visa Electron, PayPal, American Express, Ali
Pay.
PAYMENT WITH BANK TRANSFER
At the moment, it is not possible to pay with bank transfer.
WEBSITE SECURITY
Payment is completely secured by one of the most important global certificate authority which is Comodo.
Furthermore, all the information entered to make your purchase are in conformity with the processing of
personal data and will be treated in full accordance with the privacy laws. The site is also in conformity
to all spam and virus controls. Navigation is completely safe.
E-gift card
At the moment, it is not possible to purchase an e-gift card online.
Gift card as payment option
Please, make sure to use the Gift Card as a payment method at the checkout. To do this, we ask you to enter
the card number and the PIN code in the appropriate boxes. The PIN code can be found by scrubbing the silver
box on your card.
GIFT OPTIONS
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 sign up for the "My Intimissimi" loyalty programme?
We inform you that you can register in two ways:
- VIA WEB SITE:
if you have registered directly on our site and registered correctly, within 24 hours of registration you
will receive an email with the codes of the virtual card.
If you wish to convert your virtual card into a physical card, you can go to the store nearest you and
request a replacement. We remind you that registration must be made directly from our Intimissimi site at
the link.
- IN INTIMISSIMI STORES
In case you need any assistance, do not hesitate to contact Customer Service. We would be happy to help you!
POINTS
The points will be loaded and accounted for by the system from 24h to 15 days following the date of the
transaction (online and in stores). If you exceed this time limit, you still do not have visibility of the
points, check that the card has been correctly associated with the last purchase (if in-store). If the
purchase has not been correctly associated with the card or your account, the points will therefore
not be accounted for.
What is Green Intimissimi Project?
To celebrate the tenth anniversary of the Recycle project, Intimissimi has designed a mini collection for
those who want to wear environmentally friendly garments, enjoying the feel of sustainable fabrics the
compositions and origins of which are known. Completing the main collection, this line of lingerie, pyjamas
and knitwear is made from certified materials, marked by an identifying label.
I am registered to My Intimissimi loyalty program. How can I access my
voucher?
If you are already registered for My Intimissimi loyalty card, you need to show your loyalty card at the
cashier. The next day, you will receive an email with a list of all available vouchers. If your subscription
to the loyalty card was only completed with SMS, you will always receive a message after 24 hours to the
phone number associated with the account.
How much time do I have to return my order during the Christmas season?
We know buying gifts is hard, so for the Holiday season weh ave extended our normal return policy [14 days]
until the end of January. All orders placed from 18/12/2019 to 24/12/2019 can be returned free of charge by
15/01/2020.
I have placed an order, but it has not been shipped yet, could you update
me?
Do not worry! We have slowed down the processing of orders because of the problems related to the COVID-19
emergency. If you have received the order confirmation email, it means that our system has correctly
obtained it and will be processed as soon as possible, according to the measures issued by the Italian
Government for the Covid-19 emergency. We remind you that the amount of your order will initially be
committed to your credit card, but only after the shipment confirmation will it be actually withdrawn.
I have to return my order, how can I proceed?
The return at our stores is currently suspended. It remains available by courier, but with possible
limitations, therefore we have extended the deadline for returning orders online to 60 days. We inform you
that the approval of your return may suffer a slight delay.
I placed an order with delivery to the store (in the country where the
service is available). When could I pick it up?
We inform you that we have temporarily closed our stores throughout the country, to actively contribute to
the community. If you have an order waiting to be picked up at our store or at a collection point, it will
wait for you until it reopens.
How can I take part in the Treedom project online?
If you access our site from your account with the Loyalty card associated and make a purchase of at least 80,00 £, you can take part in the project. Before completing the purchase, simply insert the promotional code into your virtual cart (shopping bag) which will allow you to receive, within 72 hours after the purchase, an email with all the instructions to plant your tree.
How can I take part in the Treedom project at the store?
The shop assistants will apply your loyalty card to the purchase of at least 80,00 £. If you are interested in taking part in the project, inform the shop assistants about it and you will receive, within 72 hours from your purchase, an email or a text message with all the instructions to plant your tree.
I am not registered for Loyalty programme, what can I do to take part in the project ?
In order to take part in the Treedom project, we invite you to register for our Loyalty programme on the website or in one of our stores. Once registered, make a purchase of at least 80,00 £ to take part in the Project.