Frequently asked questions

• I have not received my order yet. What should I do?

  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 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.

• How much do I have to pay for the shipping of my order?

  The price for standard delivery is 28 HKD. Deliveries are always free of charge for purchases over 400 HKD and for loyalty customers.

• What is delivery time for my online order?

  Shipment to your delivery address with Kerry Logistics is guaranteed within 1 working day.

• Can I return the items bought online?

  Yes, you can change your mind and return your items free of charge. You will only need to fill the return form in the Follow your order/return section, selecting the items you want to return and the pick up date and time. Make sure there is someone at home on the expected pick up day. The courier will contact you when he will be on the way. You'll be refunded via the payment method you originally used to make your purchase.

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

  You will be refunded to the same payment method you have chosen for online purchase. The refund will be made as soon as possible, no later than 14 days from your return request (for orders paid 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 courier.

• I'm not sure about the bra size or style, what can I do?

  You check our "The Perfect Bra" section to discover the right bra size and the right style for any occasion.

• Can I receive my order in a gift package?

  Unfortunately, Intimissimi does not offer this service in Hong Kong.

• How can I find out about the availability of a certain item in the store?

  Access the product of your interest through the site, select "SEARCH IN STORE" (if the button is active), choose your size, and click on "CHECK AVAILABILITY". You can use the map to locate the store closest to you. In addition, you can also contact the store by phone for more information. We remind you that the availability is updated every 30 minutes.

• 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 [email protected].
  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