Refund policy
At Intimissy, we want you to feel confident in your order.
We offer refunds on eligible full-priced items within 14 days of delivery, and store credit on eligible items within 21 days of delivery.
All returns must be lodged through our returns portal or approved by our team before being sent back. Items returned without prior approval may not be accepted.
How to Start a Return
The quickest and easiest way to request a return is through your Intimissy customer account.
- Click the account/profile icon located on the menu of our website.
- Enter the email address used to place your order, then click Continue.
- Check your email for the six-digit verification code sent by our store.
- Enter the code to access your customer account. A password is not required.
- Select the order you would like to return.
- Click Request Return
- Select the item/s you would like to return.
- Choose your return reason and add any relevant notes, including whether you would prefer a refund, store credit or exchange.
- Submit your request.
Once your request has been reviewed, you will receive an email with return instructions.
You can also contact us directly at ciao@intimissy.com.au, however submitting your request through your customer account is the fastest way for our team to review and process your return.
Return Eligibility
To be eligible for a return, your item must be:
- Unworn, unwashed and unused
- In its original condition
- Free from marks, stains, makeup, fake tan, perfume or odour
- Returned with all original tags attached
- Returned in original packaging where possible
- Accompanied by proof of purchase, such as your order number or order details
Intimissy reserves the right to refuse any return that does not meet the above conditions. If a return is not approved after inspection, the item may be returned to the customer and any additional shipping costs will be the customer’s responsibility.
Refunds
Refunds are available on eligible full-priced items within 14 days of delivery. Please note that for refunds, a flat rate return shipping fee of $10 will be deducted from your final refund value.
Once your return has been received and inspected, we will notify you of the outcome. Approved refunds will be processed back to the original payment method within 10 business days.
Please note that bank and payment provider processing times may vary. If your refund has not appeared after 15 business days, please contact us at ciao@intimissy.com.au
Store Credit Returns
Store credit is available on eligible items within 21 days of delivery.
As a thank you for choosing store credit, approved store credit returns will receive an additional 10% bonus credit to use toward a future Intimissy order. Store credits do not have an expiry.
Store credit will be issued via email once your return has been received and approved.
Sale items may be returned for store credit only, unless marked as Final Sale.
Exchanges
We are happy to assist with exchanges where stock is available.
For approved exchanges, the customer is responsible for sending the original item back to us. Once the return has been received and approved, Intimissy will cover the shipping cost of the replacement item back to the customer.
Return Shipping
For change-of-mind returns, return shipping is the responsibility of the customer.
Customers may choose their preferred postal service, however we strongly recommend using a tracked shipping method, as Intimissy is not responsible for returns lost in transit.
Return instructions will be provided once your request has been approved.
Faulty, Damaged or Incorrect Items
We carefully check each order before dispatch, however if your item arrives faulty, damaged or incorrect, please contact us as soon as possible at ciao@intimissy.com.au with your order number and clear photos of the issue.
Once reviewed, our team will work with you to provide an appropriate resolution in line with Australian Consumer Law.
Non-Returnable Items
For hygiene and final sale reasons, returns are not accepted for:
- Underwear, briefs and intimate bottoms
- Swimwear without hygiene stickers intact
- Bodysuits without hygiene stickers intact
- Gift cards
- Items marked Final Sale
Please choose carefully when purchasing these items.
Final Sale items cannot be returned for a refund, exchange or store credit.
Important Notes
- Returns must be lodged within the relevant return window from the date of delivery.
- Items must be sent back only after your return has been approved.
- Intimissy is not responsible for non-Intimissy items returned to us in error.
- This policy does not limit your rights under Australian Consumer Law.
EU Consumer Rights
Notwithstanding the governing law clause above, if you are a consumer located in the European Union or European Economic Area, you will benefit from any mandatory provisions of the consumer protection laws of your country of residence. Nothing in these Terms limits or excludes your rights under applicable EU consumer law, including the EU Consumer Rights Directive 2011/83/EU.
EU & EEA Customers — Right of Withdrawal
If you are located in the European Union or European Economic Area, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
To exercise this right, you must notify us at ciao@intimissy.com.au within the 14-day period. Once we receive your withdrawal notice, we will refund the full purchase price including the original standard shipping cost within 14 days, using the same payment method you used at checkout.
You are responsible for the cost of returning the item(s) to us.
Exceptions — the right of withdrawal does not apply to:
- Sealed goods which are not suitable for return due to health protection or hygiene reasons, where the seal has been broken after delivery (this includes underwear, briefs, and swimwear where the hygiene sticker has been removed, and bodysuits where the hygiene sticker has been removed).
This right is in addition to, and does not affect, your statutory rights under applicable EU consumer law.
