Frequently asked questions

• How can I track my order?

  You can check the status of the order at any time by entering the "ORDERS" section, after logging in to your account. If you have not registered with Intimissimi.com, you can directly access the FOLLOW YOUR ORDER/RETURN 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.

• 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, color, 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. .

• I have just made my order and wish to cancel / modify it, what can I do?

  The modification of orders is, unfortunately, not possible in our system. You have the possibility to cancel your order directly from Order Status within 15 minutes from the purchase. We remind you that the order cancellation is not possible for orders paid with Gift card. If you do not want to keep the goods, you can send the order back for upon receipt. See the 'Return'section for more information.

• Can I have my order sent to an Intimissimi store?

  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.

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

  Standard delivery with Bpost is 4,95€ (free for ""My Intimissimi"" loyaty program members). You will receive free shipping for any order over €75. Price for 48-hour express delivery is €8.95.

• What is delivery time for my online order?

  Order before 15:00 (Italian time) and your goods will be delivered at your chosen address within 48 hours (express delivery and pick-up point) or within 4 - 5 working days (standard delivery). Any order placed after that time will be dispatched on the next business day.
  We also inform you that during some special events (Sales, Black Friday, Cyber Monday, etc.) the processing of your order may be slightly delayed, despite our continuous efforts to comply with the established deadlines.

• Can I return items bought online?

  Yes, on intimissimi.com you have 30 days from the day of receipt of your order to return your items. You always have the right to change your mind and return your products by filling out the online form that you can find at the bottom of the page. You have the choice between two return methods: return to the store and return by carrier. If you purchased as a guest (Quick Buy), you can find the form by accessing the order status at the bottom of the page on "Follow your order/return". See the “Returns” section for more information.

• How will I receive my refund?

  The refund will be made using the payment method chosen for the online purchase. The refund will be made as soon as possible, no later than 14 days from your return request (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. If you opt for a return in store, you have the choice between several reimbursement methods among those accepted in the point of sale where you have decided to make your return.

• Can I purchase a Gift Card online?

  You can purchase your e-Gift Card online directly at this link.

• Do you offer 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 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* 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.