At Intimaly, we want you to be satisfied with your purchase. If you are not completely happy with your order, please review the policy below.
For hygiene and safety reasons, only unopened products in their original packaging are eligible for return.
Orders enter production shortly after being placed. As a result, orders cannot be canceled once production has begun.
If you wish to modify or cancel an order, please contact our customer service team as soon as possible. While we cannot guarantee changes can be made, we will do our best to assist.
Products may be returned within 14 days of delivery if all of the following conditions are met:
A return request is submitted through our Returns Portal within 14 days of delivery.
The product is unused and unopened.
The product remains in its original packaging.
The product is in resalable condition.
For hygiene and safety reasons, products that have been opened, used, washed, altered, or removed from their sealed packaging cannot be returned unless they are defective.
Many Intimaly products are custom-made and manufactured to order. Minor variations in color, texture, finish, or appearance may occur as part of the handmade production process and are not considered defects.
Custom-made products may be returned only if they meet the return eligibility requirements above or if they arrive defective, damaged, or materially different from what was ordered.
If you receive a defective, damaged, or incorrect item, please submit a return request through our Returns Portal within 7 days of delivery.
Please include:
Your order number
A description of the issue
Clear photographs of the product and packaging
We will review the claim and, if approved, provide a replacement, exchange, store credit, or refund.
To request a return, please visit our Returns Portal and enter your order number and email address within 14 days of delivery.
After submitting your request, you will receive return instructions and the appropriate return address. Return locations may vary depending on your country or region.
Receiving return instructions does not constitute return approval. All returns are subject to review and approval by Intimaly.
Customers must not ship any return until they have received written approval from Intimaly.
Approved returns must be shipped within 7 days of receiving approval.
Returns shipped without approval may be refused and may not be eligible for a refund.
Unless the return is due to a defective product, shipping damage, or an error on our part, customers are responsible for return shipping costs.
Customers may purchase return shipping through the carrier of their choice.
Once the returned item is received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method used for the purchase. Original shipping charges are non-refundable unless the return is the result of our error.
Please allow up to 10 business days for the refund to appear on your account after approval.
Refunds will generally not be provided for:
Opened or used products
Products returned without original packaging
Products damaged after delivery
Normal variations resulting from the handmade manufacturing process
Orders returned without prior approval
If your package has not arrived within the expected delivery timeframe, please contact our customer service team.
Lost shipment claims will be reviewed individually, and an appropriate resolution will be provided when applicable.
If you have any questions regarding returns, refunds, or exchanges, please contact our customer service team. We are committed to providing fair and reasonable resolutions whenever possible.
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