Redo, Refund and Return policy

Customer Care Policy

3Re - Redo, Refund and Return

At Intimate Online Shop, every personalized gift tells a unique story. To ensure your experience is filled with trust and care, we proudly offer our 3Re Policy — Redo, Refund, Return.

🔁 Redo Assurance – One-Time Guarantee

We understand that personalized gifts are crafted with love, and sometimes small details may need a second touch. Every customer is entitled to one free redo under these conditions:

• Incorrect information provided by you (e.g., misspelled names, wrong photos)

• Major changes requested after initial proof approval

• Size or detail variations not meeting your expectations

To request a redo, please contact us within 7 days of receiving your order with clear details or photos. This offer is valid once per order only.

💸 Refund Policy – For Major Issues

If your item arrives with significant issues caused by us — such as wrong design, incorrect text, or damaged/missing parts — you may choose:

• Redo: We will remake your item at no extra cost

• Refund: Full refund to your original payment method

Please report any issues within 7 days of delivery, providing photos or videos as proof. Refunds will be processed within 7 business days after confirmation.

🔄 Return Policy – Helping Us Improve Together

Since every gift is custom-made with care, we do not accept returns based on personal preferences or minor variations (e.g., slight color or texture differences). These details are part of the charm of handmade creations.

However, if you'd like to help us improve and support our brand by sending your item back for promotional use — including featuring the personalized photo and name — we would be grateful. In appreciation, we offer one free repair or remake as a token of thanks.

Please send the item back in good condition within 30 days of delivery. Return shipping costs are the customer's responsibility.