Frequently Asked Questions

SHIPPING CHARGES

My order value exceeded advertised minimum order for free shipping. Why was I charged for shipping?

Our check out cart requires a coupon code to process free shipping, and it must not have been entered. If you have already placed your order, we can send you a coupon code for $5 against your next purchase if your order qualified for free shipping, and if you did not include the coupon code at checkout. Please send us mail to postsales-support@intimo.com with your order number, value of order and date placed before your order is shipped out of our warehouse. We cannot void orders and re-enter them with the shipping codes, as this increases the chances of errors, duplicate orders, delays, and inaccuracies in our inventory.

My shipping charges seem too high!

Please make sure you are selecting the proper shipping method. Most frequent errors are selecting expedited or international service in place of domestic UPS Ground Service.

ORDER CONFIRMATION

Why did I not receive confirmation of my order by email?

If you did see "Thank You for Your Order" after placing your order, it was received, however you must have entered an incorrect email address at checkout. If you want a confirmation, send us an email at postsales-support@intimo.com

EXCHANGES & RETURNS

How do I exchange a product?

Click HERE for our policy and exchange information.   
OR DOWNLOAD OUR POLICY AND EXCHANGE FORM HERE

What is your Return Policy?

Since our garments are underwear and sleepwear, and for the protection of our customers, we do not allow returns for hygienic reasons. We allow for exchanges, and do not resell product returned to us. Click HERE for our policy and Exchange Form.

GARMENT DETAILS & FIT

What is the inseam of your pajamas?

If our SIZING CHART does not answer your question, or if you have other detailed questions, please email us your question at presales-support@intimo.com. Please list the item name and number and your specific question. Questions of this type are best replied to by email, as we research your question, at times measuring specific portions of the garment before replying to you. We can not provide this service over the phone.

Do your pajamas have pockets?

Notable garment details are listed in the item description on the order page. If a feature or detail is not listed in the item description, it is likely not a part of the garment. Example - if a robe is lined or has shoulder pads, the item description will call it out. However, you can email us your question at presales-support@intimo.com and we will verify or confirm a garment feature for you. Please note that these types of inquires are best handled by email, and not by phone.

ORDERING

Why is a size or color missing from the product order page?

The drop down menu on an item page will not show sizes or colors that are out of stock. If your size or color is not listed, it is because it is out of stock.

Can I change my order or my ship method?

We will strive to make changes to your order, but can not guaranatee that we can do so. Orders placed are automatically sent to our warehouse for processing. Our office is not located at that facility, and has a different work schedule from the warehouse. Your post order communication with our office may not be communicated to our warehouse on time to make your requested change. Please check your order carefully before placing it! If we are able to modify your order before it is packed to ship, we will charge your credit card or Paypal an additional five dollars per order. If your orders has been packed and processed to ship, we will charge your card five dollar per item for restocking and changing items. Please note that modified orders will take longer to process as they will be removed from the shipping process and replaced in the shipping que as a new order. Additionally we do not guarantee that your requested change(s) can be made. Changes to orders are best sent by email to us at postsales-support@intimo.com

When will I receive my order?

Orders ship in about 2 working days from Commerce, California, 90040. Please note that orders involving monogramming or embroidery can take up to ten days to process and are not returnable. During holidays and peak shipping periods this may take longer, so please allow for a few extra days. Next Day Air and Second Day Air orders are given processing priority. Upon shipping, a confirmation that includes a tracking link is sent to your email address if you have selected to ship your package by UPS, and you can trace and obtain an expected delivery date for your shipment using this link. If your order is for domestic delivery within the United States, you can estimate when your order delivery date and cost by going to UPS Time and Cost Calculator and entering your destination zip, and our ship zip code of 90040. 

Embroidery and Monogramming

Please note that orders requiring customization may take up to ten days to ship. These items can not be returned or exchanged.

How can I pay by check?

Place your order, instead of selecting a credit card type at checkout, select "call with payment" from the same drop down menu below the list of credit card companies. Check out, and mail your check to Intimo Inc, 143 West 29th Street, 5th Floor, New York, NY 10001 - Attn: Internet Sales. Your order will ship when your check has cleared. Please write your order confirmation number on the check.

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Customer Service

Please e-mail info@intimo.com with any questions regarding your order. For further assistance from one of our consultants please go to our Live Ch...

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