RETURN TO STORE

• How can I return items from an online order?

  Order on intimissimi.com and try on your products. If they don't meet your expectations, you can return them for free to one of our stores. If you want to return your products to any Intimissimi store you can do it without filling the online return form. You will be refunded via the payment method you originally used to place your online order.

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    You will be refunded via the payment method you originally used to place your online order. Please kindly note that the store cannot refund you in cash.
• I have ordered the wrong size/item/colour for my purchase, can I change it?

  We cannot process an exchange, but you can return your item for free and start a new order.

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

  This option is not available. You can return the items you do not want to keep for free and place a new order.

RETURN WITH THE CARRIER

• How can I return items from an online order?

  On Intimissimi.com you have the opportunity to return the products with the carrier for free. Follow the steps below:

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    1 Go to Track/return your order section or to your account.
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    2 Click on "RETURN REQUEST", fill out the return form online and select "Return with carrier".
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    3 Arrange the pick-up date with the UPS, who will pick up the products directly from the address provided by you.
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    4 You will be refunded via the payment method you originally used to place your online order once your items have arrived to our warehouse and your return has been approved.
• How long do I have to return my items?

  You have up to 14 days from delivery to change your mind and make your return request.

• 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.

• Where can I find the return label?

  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. Please make sure that all the articles you wish to return are sent back in a single shipment.

• I have filled in and sent the return form, but I have second thoughts and wish to keep the items, what can I do?

  If you change your mind and you don’t want to return the items anymore, you just don’t have to contact the courier or take the items to the store.

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

  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 (for orders made 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 or to the courier. The time it takes to see the refund appear in your account may depend on your credit or debit card company.

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

  In this case, we ask you to provide us with your bank account details. You can contact our Customer Service by chat, email or phone. 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. The time it takes to see the refund appear in your account may depend on your credit or debit card company.

• Can I get the refund on a different credit card rather than the one I've used to make my online order?

  No, the refund will take place on the same credit card used to pay for the online order.

• 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.