Refund policy

3Re - Redo, Refund and Return Policy 

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 per account

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. 

💸 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 

• Custom-made items are non-returnable and non-refundable as they are made to your specifications.
• Non-custom items can be returned within 30 days if:
• Returned in original condition (unused, undamaged, original packaging)
• You contact customer service for return instructions
• Return shipping cost is paid by the buyer

• Refunds processed within 7 business days after we receive and inspect the returned item.