Shipping + Returns
Australian + New Zealand Domestic Shipping
We offer Australia post Registered standard and Express Post shipping options.
If you’re located in Australia we offer $9.95AUD flat rate regular shipping and $14.95AUD flat rate express shipping.
If you’re located in New Zealand we offer $12.95NZD flat rate regular shipping.
Unless you have given Authority To Leave, parcels must be signed for upon delivery. If you are not present to sign a missed delivery card with collection details will be left.
If you have given Authority To Leave without a signature Intimo are not liable for any lost or stolen items.
SHIPPING TIMEFRAMES
Upon confirmation email of purchase you will not be able to change, add to or cancel your order.
Australia + New Zealand standard registered post shipping estimates:
4 business days - Victoria
6 business days - South Australia*
6 business days - New South Wales*
6 business days – Queensland*
8 business days - Western Australia*
8 business days - Northern Territory*
6 business days - Australian Capital Territory*
6 business days – Tasmania*
6 business days – all areas of New Zealand*
Australia Post Express registered post shipping estimates:
3 business days - All Australian capital cities (except Perth)*
4 business days - Perth*
* Outer-regional areas may experience slightly longer shipping times.
Delivery times are provided as a guideline only. Intimo will not be liable for any loss or damage due to any unforeseen or unavoidable delay in delivery, including order volume, stock availability or postal service delivery issues.
TRACKING
Once your order has been placed, you will receive a confirmation email.
Once your order has been packed and dispatched, you will receive a shipping confirmation email with your parcel tracking number.
Australia: To track your order enter your tracking number on the Australia Post website here.
New Zealand: To track your order enter your tracking number on the New Zealand Post website here.
Please note tracking for New Zealand orders only become available once parcels arrive into the country.
FAQ
Currently we do not offer international shipping beyond New Zealand.
Should you have any questions please contact us via email at intimo@intimo.com.au , via phone on 03 9645 9939 (AU) or 09 309 5091 (NZ) or via live website chat between Monday – Friday, 8:30am – 5:00pm AEST.
Returns + Exchanges Policy
We offer free exchanges and returns on all orders within 100 days of receiving your order if garments meet the specified returns/exchange terms.
TERMS
We will only accept the return if the following requirements are met.
• An exchange or return is requested within 100 days of receiving your order.
• Items are returned in original condition (unworn, unwashed, unexposed to perfume or cosmetics and with tags still attached).
• Items are accompanied with completed Return/Exchange form.
• Invoice number is included on the Return form as proof of purchase.
Garments with a production fault are eligible for exchange or refund if the original purchase date is within six months of return.
To ensure you will be eligible for an exchange or return, we recommend:
• Carefully trying on items over undergarments.
• Trying on items directly out of the shower without any perfume, fake tan or deodorant on.
In the event that your item/s do not meet any of the above terms, Intimo reserves the right to not approve the return/exchange request.
Return/Exchange postage cost is free when processed via the returns portal.
Intimo are not liable for the loss or damage of garments during return transit.
PROCESS
Please follow the below steps when making a return/exchange:
1. Download and complete all relevant sections in the Return/Exchange Form using the information on your purchase receipt.
2. When returning items, please ensure:
• Completed Return/Exchange Form (including invoice number and card details) is enclosed.
• Item/s for Return/Exchange are enclosed, in condition detailed above.
• Parcel does not exceed 1kg.
3a. Returns/exchanges within Australia: follow the easy returns steps via our returns portal.
3b. Returns/exchanges within New Zealand: contact Intimo Customer Service on +64 (0)9 309 5091 to be issued a Free Return/Exchange label, sent to you via email. Print and attached issued post label to parcel and drop at your nearest NZ Post drop-off point.
RETURNS/EXCHANGES TIMEFRAME
We aim to process returns/exchanges with a 5 day business turnaround, however please allow up to 10 business days for processing to be completed.
You will receive a notification from Intimo when your exchange has been processed and mailed back to you, with your parcel tracking details.
Promotional Gift Exchanges
Please follow the regular exchange process when making a promotional gift exchange.
TERMS
Customer promotional gift exchange eligibility:
• Promotional gifts are eligible for an exchange if the item is faulty.
• Promotional gifts are eligible for an exchange if a different size is required.
• Gifts can be exchanged for the same item in the same colour only and while stocks last.
• In the event that the exchange item being requested is no longer available, an alternative garment will be offered (Intimo reserve the right to make the alternate garment selection).
Refunds are not available for promotional gifts.
NEED HELP?
Should you have any questions please contact us via email at intimo@intimo.com.au , via phone on 03 9645 9939 (AU) or 09 309 5091 (NZ) or via live website chat between Monday – Friday, 8:30am – 5:00pm AEST.