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 logging into your account and clicking the My Order section. If you have not registered with Intimissimi.com, then please click the can directly access the Follow Your Order link at the bottom of our site. You will be prompted to enter the order number and the surname indicated on the order. 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 of your order is possible only for a limited amount of time following confirmation in order status or by signing into your account. If this time span has passed, it is no longer possible to cancel the order 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. At this time you are not able to modify your order once the order has been placed. 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. The returned items must be sent back using the pre-paid label you received with your order. Please send all items back in a single shipment. The refund will be made using the payment method chosen for the online purchase. You have the choice between two return methods: return to the store and return by carrier. For more information, please visit the Returns and Refunds section.

• How much does delivery cost?

  El envío estándar cuesta $9. Ofrecemos envío estándar GRATIS para pedidos de $85 o más. El envío exprés cuesta $25. También ofrecemos envío estándar GRATUITO para los clientes que seleccionen la opción de entrega en la tienda.

• After I place my order, when can I expect it to be shipped?

  For both standard and express shipping, all orders must be placed before 12:00PM EST for orders to be processed within the same day. All orders placed after 12:00PM EST will be processed the next day. You may experience some delay in order processing and shipping during holidays and sale period.

• Do I have to pay to return my order?

  No! We are happy to announce that we offer free returns on all orders. You can learn more by visiting our Return section.

• Can I purchase an e-gift card online?

  Yes, you can purchase an e-gift card online.

• Can I purchase my order with a gift wrap?

  Yes, Intimissimi offers gift wrapping for purchase. In the final stage of your purchase, you can choose which items to include in a pre-made gift box or if you would like to receive the gift kit to proceed with the DIY package.

• 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 01:00 AM to 05:00 PM*, 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.