Frequently asked questions

• I have not received my order yet, what should I do?

  If your order has not arrived within the expected time, we recommend you to check the shipment status in the Track /return your order 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 an order online and want to change 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 free upon receipt. See the 'Return' section for more information.

• Can I return the items bought online?

  Yes, you can always change your mind on intimissimi.com and return them free of charge through the return online procedure that you can find on your order status page. The returned items must be sent to Calzedonia SpA in a single shipment. You'll be refunded in no time via the payment method you originally used to make your purchase.

• Do I have to pay to return my order?

  Shortly after completing the form in the Track/Return section, you can use the return label we have sent you with the order, which will allow you to return the items completely free of charge.

• Can I receive my order in a gift package?

  This year Intimissimi will be helping you to add a touch of class to your purchase. You will be able to choose between two exclusive options: the gift pack and the wrapping-paper kit. Extremely elegant, the gift packs are made from stiff cardboard. They feature a metallic logo and are available in three different sizes, so you can be sure one will be the right fit for your purchase. Don't worry, though. We will see to getting the size that best suits your purchase! Opt for the gift pack and, if you want to personalize your message, just fill in the blank field where it says “Write your message”. Otherwise, you can wrap your own presents using the gift-wrap kit which contains 2 stylish paper bags in 2 different sizes, 1 sheet of tissue paper decorated with the Intimissimi logo, 3 metallic stickers, and a card in an envelope for you to write your own personal message. You can add as many wrapping-paper kits as you need. Opt for one of the two solutions before proceeding to the checkout and click “Save”. The sum payable for your order will be automatically updated according to your choice.

• How can I contact Customer Service?

  You can contact our Customer Service team by email, phone or chat. For any urgent questions, please consult the Frequently asked questions section.

• 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 from 09:00 to 21:00* 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.