Returns and Refunds

Items bought in the sales online can not be returned in stores. Please follow the online returns instructions. Full-price items can still be returned in stores.

Remember that you have up to 30 days from delivery of the order to your home address or selected store to change your mind and request your return online. Items bough online in the sale can not be returned in stores.

From the 24th of March, online orders returned via courier will incur a £2.95 fee for non-loyalty members.

For more info, consult our Right of withdrawal under Article 7 of the General conditions of online sale.

RETURN IN-STORE

• How can I return items from an online order to a store?

  If you wish to return your online order, you can return it free of charge at one of our stores. To return in-store, you do not need to fill in the online returns form. You will be refunded via the payment method you originally used to place your online order.
  
  *Sale items can not be returned in-store. Please follow the online returns procedure. Full-price items can be returned in stores

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    Please kindly note that store cannot refund you in cash.
• Can I exchange the items from my order in the store?

  Currently, we do not offer an exchange service for online purchases. However, we are happy to inform you that it is possible to exchange/return items purchased online at any Intimissimi store. You have 30 days from the delivery of your order to return the products to the store of your choice. *Sale items bought online can not be returned to stores; you must follow the online returns process.

RETURN VIA CARRIER

• How can I return items from an online order?

  Sorry that you need to return your online order, we have made this process as quick and easy as possible.
  

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    1. FILL OUT THE RETURN FORM
    Log in to your online account to access your order status, select the items you wish to return, and fill out the online return form.
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    2. PREPARE THE PACKAGE
    Attach the pre-paid return label you received with your order to the package and return the items at the nearest Royal Mail office/drop-off point.
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    3. REFUND
    Once the warehouse has approved the return, you will receive an e-mail confirming your refund.
• Where can I find the return label?

  The return label was sent to you with the order, you can find it in the package.

• What should I do if I didn't receive/I've lost label that came with my delivery?

  To be able to find and download the label, you must first complete the return procedure. You can do that by accessing the "Track/return your order" section and clicking on the "Return request" button. You will be able to download the label directly from the details of your return after 24 hours. By clicking on the "Download the label" box, 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. In this case, you will have to contact the Customer Service after you receive a refund for the items that were on the return form. 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 my order?

  Returns are free of charge for Loyalty members. If you are not a Loyalty member, you can subscribe here and use the benefits provided by the My Intimissimi membership. The return fee is £2.95 for non-Loyalty members.

• I have ordered the wrong size/item/colour, can I change it?

  You can cancel your order within 15 minutes of placing it, simply enter your account and select "MY ORDERS". If you miss this 15-minute window, you can return the online order for a full refund and place a new order with the correct items. We are unable to offer an online exchange at the moment.

• 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.

• When will I receive the refund for my return?

  Once your items arrive back at our warehouse and your return has been approved, you will be refunded through the method you chose during the return procedure. If you placed your order with Klarna or Paypal, you will be refunded to the original payment method. The refund will be made no later than 14 days from your return request, 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, to the courier or to a pick up point.

• If I return my order, will I be refunded the initial shipping costs?

  The initial shipping costs 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 others, the shipping costs will not be refunded.

• How is my refund processed if I paid in installments?

  After your return is approved, you will be refunded for the instalments already charged, while the instalments not yet charged will be canceled. In case of a partial return, the refund amount will be deducted from the remaining instalments and you will be refunded the rest if necessary.

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

  Any items purchased with a gift card will be refunded via a return card. This return card can be used towards your next purchase online or in any Intimissimi store.