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Garment Exchange
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 Stylist 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
Returns should be sent to the following PO Boxes:
Australia: PO Box 968, South Melbourne, Victoria, 3205
New Zealand : Private Bag 93215, Parnell, Auckland, 1151
- Intimo Exchanges & Returns Policy
- How do I process a Return or Exchange?
- Credit Card Refund
- EFT Refund
- Where do I send my Return/Exchange?
- When will I receive my Exchanged Garment?
- How can I check the progress of my Exchange or Return?
- Faulty Garments
- Questions
- Returns Form
Return/Exchange Form
Would you like to download another copy of the Intimo Return/Exchange Form? Click on this link and fill out the fields using the steps in this page Intimo Returns and Exchanges Form. You will need to save your form as a PDF.
Please follow these simple instructions for PC (Windows) or MAC to do so.
Intimo Exchanges & Returns Policy
Non faulty garments
We recommend that you carefully try on your new Intimo purchase over underclothes when first received to check if it is the correct fit. Due to the intimate nature of the product, Intimo is unable to exchange or refund garments that have been worn or washed. (Please remember that perfume and powder marks often render a garment "worn" and therefore cannot be exchanged or refunded)
If you find that you need to return an item to Intimo, please return it within 14 days of receipt of the garment. (Only garments with a production fault will be exchanged or refunded after this date but within 6 months of original purchase date.)
Intimo does not normally provide a refund if you simply change your mind.
Faulty garments
Intimo is very proud of the design and quality of all our products. If, however, you believe that your purchase contains a production fault, please return it to Intimo for assessment by our quality assurance team.
Garments that are deemed faulty will have their postage refunded where a Customer Receipt is provided.
How do I process a return or exchange?
1. Contact Stylist
Intimo recommends that you contact your Stylist prior to processing your return so they can guide you on any sizing and fit suggestions, style recommendations, alternative selection or refund entitlement.
Your Stylist's contact details can be found on the pickslip provided with your purchase. Please see below or click here to see an example of your pickslip and your Stylist contact details.
If you are unable to contact your Intimo Stylist, please follow the steps below.
2. Completing the Return/Exchange Form
a. A Return/Exchange Form is provided with your purchase (on the reverse side of your pickslip) or you can download and complete the Electronic Returns Form from our website.
b. Please complete the required details on the Return/Exchange Form using your customer details, item codes and prices printed on the pickslip on the back of the form.
c. Please provide Return/Exchange Form for each individual customer return.
Option 1: I want to Exchange my Garment
a. Please complete Section 2 of the Return/Exchange Form with the items that you are returning. For example: 9052.BLK.10 Style Code = 9052 / Colour = BLK / Size = 10
Please complete Section 3 of the Return/Exchange form with the items that you would like in exchange. You can view our current collection here www.intimo.com.au
If there is any additional payment required please complete Section 4 – Balance to Pay.
e.g. Returning 6501.BLK.10 (AUD$129.50) for 4076.BLK.10 (AUD$149.50) please complete Section 4 with payment details for the AUD$20.00 difference. See example below or click here
e.g. Returning 6501.BLK.10 (AUD$129.50) for 4058.BLK.10 (AUD$99.50). Please complete section 5 with refund details for the AUD$30.00 difference.
See example below or click here 
4. Balance to Pay
Option 2: I want a Refund for my Garment
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. All refunds will be processed within 10 business days of the returned garments being received at Intimo Head Office and will be processed via credit card refund or EFT refund (see below).
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.
EFT Refund
Refunds can be refunded via Electronic Funds Transfer. Please include your full EFT details when completing the Returns Form.
Option 3: I want to return my Half Price Gifts and/or Credits
If you are a Hostess and have requested a refund, please note that refunds can only be given 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 for the value of half the retail cost. Please note that if a refund is requested you will have no further entitlement to a ‘Hostess Half Price Gift’ is forfeited.
If you are returning a garment which was provided by Intimo as a ‘Hostess Credits’ gift, you are entitled to a cash refund in the amount of cash paid above the ‘Hostess Credits’ earned. Once a refund is requested all ’Hostess Credits’ are forfeited. Examples:
HALF PRICE ITEM - Returning 6501.BLK.10 purchased at half price (AUD$64.75) for 4076.BLK.10 (AUD$74.75) please complete Section 4 with payment details for the AUD$10.00 difference.
HOSTESS CREDIT ITEM - Returning 6501.BLK.10 (AUD$129.50 – total paid AUD$10.50) purchased using Hostess Credits. Garment you would like in replacement is 4058.BLK.10 (AUD$99.50). Total amount that can be refunded is AUD$10.50 as this is the amount that was paid. The difference of AUD$19.50 is forfeited if not used.
Where do I send my Return/Exchange?
Please send the item and the completed Intimo Return/Exchange Form to the following address:
Australia: PO Box 968, South Melbourne, Victoria, 3205
New Zealand : Private Bag 93215, Parnell, Auckland, 1151
To ensure that your garment arrives at Head Office in the same condition that you received it and to prevent any damage occurring in transit, please package your garment in the same manner that it was sent to you e.g. moulded cup bras packaged in a box to prevent denting of cups. Please contact your Stylist or Intimo Head Office if you have any questions.
We recommend that you send the item by 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. Please Note: Exchanged garments or the resulting vouchers cannot be included in the delivery of a presentation order as exchanges and presentation orders are processed separately.
When will I receive my Exchanged Garment?
Intimo offers a 10 business day processing period from the date a request is received at Intimo Head Office and will dispatch the requested item to your nominated address via registered mail in Australia and NZ Courier in New Zealand. Intimo does not charge a postage fee for the cost of sending garments back to you.
How can I check the progress of my Return or Exchange?
Please contact your Intimo Stylist in order to track the progress of your return or exchange.
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 assessment by our quality assurance team.
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 - provided the care instructions labelled on the garment have been followed and the item is returned within six months of purchase. Garments that are deemed faulty will have their postage refunded where a receipt is provided.
Questions?
Please contact your Intimo Stylist for more assistance and advice. You can also contact Intimo Customer Service on weekdays between 8.30am - 5.00pm (Australian Eastern Standard Time) on (03) 9645 9939 (Australia) or 09 309 5091 (New Zealand) or email customerservice@intimo.com.au
Return/Exchange Form
Would you like to download another copy of the Intimo Return/Exchange Form? Click on this link and fill out the fields using the steps in this page Returns/Exchange Form You will need to save your form as a PDF.