FAQs
1. General questions
What is the status of my order?
- Once you have placed your order, we will send you a confirmation email to track the status of your order.
- Once your order is shipped we will send you another email to confirm the expected delivery date as well as the link to track your order (when the delivery method allows it).
- Additionally, you can track the status of your order in the "Track Order" section on the Home page of the website.
Can I change or cancel my order?
Because all our products are custom-made, once your order enters production, it cannot be changed or canceled. Please double-check details before confirming your order.
Do you accept returns or exchanges?
We do not accept returns or exchanges for personalized/custom-made items, unless they arrive damaged or defective. If there’s an issue, please contact us with proof (photos/videos) within 3 days of delivery.
Where do you ship?
We currently ship to the United States and United Kingdom.
2. Payment
What payment methods do you accept?
- You can purchase on our website using a debit or credit card.
- We additionally offer support for Visa, Master Card, American Express, and PayPal.
- You can choose these payment methods at checkout.
Which currency will I be charged in?
We currently only support the currencies for charging our customers in USD.
If your credit or debit card uses another currency, you will be charged in USD, and your bank will apply the corresponding conversion rate.
3. Shipping
How long does it take to ship my order?
Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.
Standard shipping times for the countries covered by our delivery partners are presented below. You can find them when choosing a delivery method before confirming your order:
- United States: 7-14 working days
- United Kingdom: 7-14 working days
What if I'm not home?
If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.
You may also have to go to your local post office to collect your package in case it cannot be delivered to you.
4. Returns
Do you accept returns?
Because our products are personalized and custom-made, we do not accept returns unless the item arrives damaged or defective. Please double-check all details before placing your order.
If your item is damaged on arrival, please contact us within 3 days of delivery at info@intimateonlineshop.com with photos or videos as proof. Once verified, we will issue a refund or replacement.
Can I exchange or replace an item?
As all items are custom-made, we do not accept exchanges unless your order arrives damaged or incorrect.
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Replacements: Processing time depends on the production schedule of each product and may vary.
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Refunds: Approved refunds will be completed within 14 business days.
Are returns free?
If your item arrives damaged or defective, return shipping is free. For all other cases, returns are not accepted.
How long does it take to process a return or replacement?
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Refunds: Once confirmed, refunds are issued within 14 business days.
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Replacements: Timelines depend on the specific product’s production time. We will provide an estimated delivery date once the replacement order is confirmed.
5. Other questions
Do you have physical stores?
We currently don't have any physical stores under our brand name.
Is there a warranty?
All our products are custom-made and guaranteed to be free from defects upon arrival. If your item arrives damaged or defective, we will gladly arrange a refund or replacement, as outlined in our Returns section.
Please contact us at info@intimateonlineshop.com within 3 days of delivery with photos or videos as proof, and our team will guide you through the process.