Intimelly Returns & Refunds Policy 💋

We want you to feel completely comfortable shopping with Intimelly. If something isn’t quite right, we’ll do our best to make it easy and respectful.

Because our products are intimate by nature, there are a few extra hygiene rules we need to follow, but we’ll walk you through everything below.

Our Return Window

We offer a 30-day return policy, which means you have 30 days from the day you receive your order to request a return.

When can I return an item?

To be eligible for a return, your item must be:

• In the same condition you received it

• Unworn / unused, and hygienic seals intact (where applicable)

• In its original packaging, including tags, inserts and boxes

• With a receipt or proof of purchase

Because of hygiene and safety reasons, we cannot accept returns on any intimate items that have been opened, used, or had their seal broken, unless the product is faulty.

This helps us protect you and all our other customers.

How to start a return

To start a return, send us an email at sales@intimelly.com.au with:

• Your name

• Order number

• The item(s) you’d like to return

• A brief reason (e.g. faulty, damaged, change of mind within policy, etc.)

Return address (for approved returns):
4 Kelman Street, Palmview, QLD 4553 - Australia

If your return is accepted, we’ll send you:

• A return shipping label (where applicable), and

• Instructions on how and where to send your package

Please note: Items sent back without first requesting a return won’t be accepted, as we need to assess eligibility and hygiene conditions first.

You can always contact us for any questions at sales@intimelly.com.au – we’re here to help, not judge.

Damaged, faulty or incorrect items

We’re so sorry if something arrives less than perfect.

Please inspect your order when it arrives and contact us as soon as possible if:

• The item is defective or not working

• The item is damaged

• You received the wrong product

Email us at sales@intimelly.com.au with:

• Your order number

• A short description of the issue

• Clear photos or videos showing the problem

We’ll assess it quickly and work out a solution – usually a replacement, store credit, or refund, depending on the situation.

Exceptions / Non-returnable items

For hygiene and safety reasons, some items cannot be returned, including:

• Any intimate products that have been opened, unsealed, or used

• Personal care items, such as lubes, oils, creams, and body products, if opened

• Lingerie or apparel that has been worn, washed, or has tags removed

• Custom or made-to-order products

We also don’t accept returns for:

• Hazardous materials

• Flammable liquids or gases

If you’re unsure whether your item is eligible, please reach out – we’re happy to clarify before you send anything back.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The quickest way to get what you want is:

1. Request a return for the item you have.

2. Once your return is approved, place a new order for the item you’d prefer.

This way, your replacement doesn’t have to wait for the original to arrive back at our warehouse.

European Union 14-day cooling-off period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification (this is EU law).

As above, the item must be:

• In the same condition you received it

• Unworn / unused, with hygiene seals intact

• In its original packaging

• With proof of purchase

Refunds

Once we receive and inspect your return, we’ll let you know whether your refund is approved.

If approved:

• Your refund will be processed to your original payment method

• This usually takes up to 10 business days (banks and card providers sometimes take a little longer on their end)

If more than 15 business days have passed since we approved your refund, please contact us at sales@intimelly.com.au so we can follow up.

A note from us

We know intimacy is personal.
If you ever feel unsure, uncomfortable, or just need a human explanation of how returns work with intimate items, please reach out.

We’ll always speak to you with respect, discretion, and care.

Email: sales@intimelly.com.au

Because even when things don’t work out perfectly, you should still feel safe, supported and seen.

Shipping Policy

Last updated: 20 October 2026

Here's everything you need to know about how your Intimelly order is packed, shipped and delivered, with privacy and care at every step.

At a glance

The exact shipping cost for your order is shown at checkout before you pay.

Free shipping over $150

Orders delivered within Australia get free standard tracked shipping when the order subtotal is $150 or more. It's applied automatically at checkout, so you don't need a code.

• The $150 is counted on your subtotal after product and bundle discounts, before shipping.
• Your cart shows how much more you need to add to unlock free shipping.
• Free shipping can be combined with most discount codes. A few one-off codes can't be combined with it, and checkout will show this before you pay.
• Free shipping is for Australian addresses only. New Zealand orders are charged at the standard rate.

Dispatch times

• Order before 12pm AEST, Monday to Friday: usually dispatched the same business day.
• Order after 12pm, on weekends or on public holidays: dispatched the next business day.
• Peak periods and sale events: please allow 1–2 extra business days.

You'll receive an email with tracking details as soon as your order is on its way.

Discreet packaging, always

All Intimelly orders are shipped in plain, unbranded packaging with no logos and no mention of what's inside. Only you will know.

Carriers

We ship Australia-wide with trusted carriers such as Australia Post, Sendle and other reputable couriers. Remote and regional areas may take a little longer.

International orders

We currently ship to Australia and New Zealand only. For New Zealand orders, any customs fees, duties or taxes charged on arrival are the responsibility of the customer, and customs processing can add to delivery times.

Delivery issues

Delays caused by couriers, weather, customs or other events outside our control can happen. If your parcel hasn't arrived or something doesn't look right with your tracking, please contact us and we'll help sort it out.

Damaged, missing or incorrect items

Please check your order when it arrives. Email sales@intimelly.com.au straight away if an item is damaged or faulty, something is missing, or you received the wrong product. Include your name, order number and clear photos or a video of the issue, and we'll arrange a replacement, refund or store credit.

Changing or cancelling an order

Contact us as soon as possible. Because we usually dispatch the same day, we can't guarantee changes once your order is being packed.

Sustainability

Where possible, we use recyclable or reusable packaging.

Need help?

Our team is here for you with warmth, discretion and respect: sales@intimelly.com.au