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Customer Service

At Intimo we are extremely proud of the level of service and convenience we offer and we are committed to providing our customers with a positive Intimo experience both before, during and after your presentation. We understand that you may have questions about your order or require an exchange. We recommend that you read the information below and contact your Intimo Consultant or our friendly customer service department on (03) 9645 9939 (Australia) or (09) 309 5091 (New Zealand) between 8.30am - 5.00pm on weekdays or email customerservice@intimo.com.au

Sue Whyte, Intimo Founder & Director

Intimo Exchanges & Returns Policy
Where a product is faulty, significantly different to those shown or described to you or do not do what they are supposed to, you are entitled to an exchange, credit, repair or refund. Intimo does not normally provide a refund if you simply change your mind.

Exchanging an Intimo Garment
We recommend that you carefully try on your new Intimo purchase over underclothes when first received to check for fit. Due to the intimate nature of the product, Intimo is unable to exchange or refund garments that have been worn. (Please remember that perfume and powder marks often render a garment "worn" and therefore cannot be exchanged or refunded)

14 Day Policy
If you find that you need to return an item to Intimo, please return it to Intimo within 14 days of receipt of the garment. (Only garments with a production fault will be exchanged or refunded after this date.)

Delivery Address
Please send the item and the completed Intimo Exchange Form to the following address:

Australia: PO Box 968, South Melbourne, Victoria, 3205
New Zealand: Private Bag 93215, Parnell, Auckland

Registered Mail
We recommend that all exchanges are sent via registered mail. Intimo will not accept responsibility for garments that were not signed for upon receipt at Head Office. Please Note: Exchanged garments or the resulting vouchers cannot be added onto the delivery of a presentation order as exchanges and party orders are processed separately.

Processing & Dispatch - 10 Days
Intimo offers a ten day processing period and will dispatch the requested item to your nominated address via registered mail in Australia and courier in New Zealand. Intimo does not charge for the cost of sending garments or vouchers back.

Exchanges for Hostesses
If you are an Intimo Hostess and wish to return items ordered as "Hostess Credits" or as a "Hostess Half Price Gift", you can exchange these for garments. However, please read further in regard to the specific guidelines relating to Credit Vouchers and Refunds.

Faulty Garments
Intimo is very proud of the design and quality of all our products. Should you however believe that your purchase may contain a production fault, please return it to Intimo for a replacement. Refunds will be issued where a faulty garment has been returned and cannot be replaced, or where a suitable item cannot be found for an exchange.  Please send the item and the completed Intimo Exchange Form to the following address:

Australia: PO Box 968, South Melbourne, Victoria, 3205
New Zealand : Private Bag 93215, Parnell, Auckland

We recommend that you send the item registered mail so that you have a record of the parcel, as Intimo will not accept responsibility for customer returns that have not been received and recorded at Head Office.

Credit Vouchers for Customers
In the case where you have purchased a full price item and wish to return the garment, you can request a Credit Voucher to use at a later date. The credit voucher will be made out in your (the customer) name and is not transferable. An electronic record of the credit voucher value will be maintained by Intimo and the issue, redemption and balance will be electronically tracked on your credit account.

Credit Vouchers for Hostesses
If you are a Hostess and have requested a Credit Voucher, please note that Credit Vouchers can only be issued for garments ordered as a "Hostess Half Price Gift", and then for half the retail value of the item. The entitlement for the other half is forfeited. For example, should a Hostess return a $50 item that was ordered with her "Half Price Gift", she can exchange this for another $50 garment or alternatively a $25 Credit Voucher. Hostess Credits and Half Price Garment Entitlements must be redeemed at the presentation. If they are not redeemed, they are immediately forfeited. Vouchers cannot be issued for future redemption.

Credit Vouchers cannot be issued for "Hostess Credits". If you are a Hostess and wish to exchange a garment ordered with Hostess Credits, this can be processed, but for garments only. Credit vouchers cannot be issued in exchange for items ordered via Hostess credits.

Issuing a Refund
Refunds will be issued where a faulty garment has been returned and cannot be replaced, or where a suitable item cannot be found for an exchange. The presentation number must be included on the exchange form as proof of purchase before issuing a refund.

Refund Cheques
Refunds will be issued in the form of a cheque and posted to you. Please Note cheques will only be made out in the name of the customer listed on the original order. Refund cheques cannot be made out in the name of a Consultant on behalf of a customer.

Credit Card Refund
If you have paid for a garment with a credit card, Intimo can refund the amount back to that credit card. You will need to write the exact number and expiry date of that card on the exchange form. Please Note, Intimo cannot issue a refund to a different credit card, it must be the card used for the original purchase.

Refunds for Hostesses - Half Price & Credits
If you are a Hostess and have requested a refund, please note that refunds can only be issued for the cash amount paid for the returned item. If you are returning a garment which was provided by Intimo as a "Hostess Half Price Gift", a refund can be issued to the value of half the retail cost. If you are returning a garment which was provided by Intimo as a "Hostess Credits" gift, you are entitled to a cash refund to the amount of cash paid above the "Hostess Credits" earned. The amount of the hostess gift cannot be refunded.

Exchange Form
Would you like to download another copy of the Intimo Exchange Form? Please click here.

Questions?
Please contact your Intimo Consultant for more assistance and advice. You can also contact Intimo Customer Service on weekdays between 8.30am - 5.00pm on (03) 9645 9939 (Australia) or 09 309 5091 (New Zealand) or email customerservice@intimo.com.au