RETURN WITH THE CARRIER
  • How can I return items from an online order?

    You can return your order for free by shipping the items back to us by using the pre-paid return label that was included in your order.

    • 1 Affix the return label outside of your package. The pre-paid return label was included with your order.
    • 2 Drop off your return package at your nearest USPS location. Your return is free of charge as along as you use the pre-paid return label that was provided by Intimissimi.
    • 3 You will be refuned through the chosen payment method once your items arrive to our warehouse and your return has been approved.
    • 4 If you would like the return to be processed faster, then please fill out the online return request form which can be found by clicking Request a Return option on your order details page.
  • Can a courier come pickup my order?

    No. Currently, the only return option is to take the return package with the DHL return label we provided to your nearest USPS location. Your return will be free of charge as long as you use the pre-paid return label we provided for you.

  • Where can I find the return label?

    We included a pre-paid DHL return label with your order. If you no longer have the label, then you can download a new label by completing the return request form online. If you have an account with us, please log in and find your order in the order history section. Select the order you are requesting the return and select the items to return. Then a return label will be generated in your Order Status under the 'Return' section. If you placed your order as a guest (if you do not have an online account with us), then simply go to 'Follow your order/Return' and follow the same procedure. It can take up to 24 hours to generate the return label. If you missed the 30 days return window, then you will need to contact customer service to receive a return label.

  • Can I return several different orders in the same package?

    Please return each order separately with the corresponding return label in order for the refund to be processed correctly.

  • I have ordered the wrong size/item/color for my purchase, can I change it?

    At the moment this is not a possibility. You will need to return your item once received. You will get a refund and then you can place a new order with the desired products. However, if you wish to cancel your order instead you have 15 minutes following the order confirmation to do so. You can cancel your order either on the order status or in your account profile.

  • 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, we are happy to inform you that you can return additional items to any Intimissimi store.

  • Do I have to pay to return my order?

    We are happy to announce that we offer free returns on all orders.

  • Can I return or exchange an online order in-store?

    You can return or exchange online order in any Intimissimi store in the same country in which the items were ordered.

  • Can I exchange my online order?

    Currently we cannot process exchanges online.

  • Where can I ship my return?

    Please ship the return with the pre-paid return label that was provided for you. If you are instructed to create your own return label by one of our customer service representatives, then please ship and address the return to:

    Calzedonia USA Inc or (Intimissimi USA Inc)
    Ryder
    125 Castle Rd, Building 3
    Secaucus, NJ 07094

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

    Refunds on returns are in the form of the original payment method. The refund will be made as soon as possible, no later than 14 days from your return request (for orders paid with 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 or to the courier or to a pick up point.

    For orders that were placed with a Gift Card, please contact customer service at hello@intimissimi.com to receive a Return Card.

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

    If you have changed your mind, you can return your Afterpay or Klarna Pay in 4 purchase, and you will be refunded. If you have returned an order in its entirety and the full amount of the order is refunded, any upcoming payments will be cancelled and any payments you have already made will be refunded back to the card you paid with. The same principles apply if you’ve returned a portion of an order and received a partial refund. Your payment plan will be automatically adjusted to reflect the new total order value starting with the last payment and working backward. In the case where a refund amount is higher than the amount of the last installment, Afterpay and Klarna will eliminate the last installment payment and apply the remaining amount to your earlier payments.

  • 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 IN-STORE
  • How can I return items from an online order to a Intimissimi store?

    Order at intimissimi.com and try on your products. If this does not meet your expectations, you can return the goods for free in the store within 30 days from the date of receipt of the order.
    If you want to return the products in an Intimissimi shop, just follow these steps:

    • 1) Drop off your items at any Intimissimi point of sale.
    • 2) You will have the option to choose between exchanging the item (s) or getting a refund.
    • 3) If you opt for a refund, you have the choice between several refund methods among those accepted at the point of sale where you have decided to make your return.

    All online order returns are not eligible for cash refund [including when returned at the stores].

    Products purchased during a promotion will be refunded at the purchase price during the promotion.

    Intimissimi Uomo orders cannot be returned or exchanged in stores. Intimissimi Uomo orders can only be returned online.

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

    Currently, we do not perform a carrier exchange service. However, we are happy to inform you that it is now possible to exchange / return items purchased online at any Intimissimi point of sale. You have 30 days from the delivery of your order to return the products to the store of your choice.

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