Refund policy
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:
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In the same condition you received it
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Unworn / unused, and hygienic seals intact (where applicable)
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In its original packaging, including tags, inserts and boxes
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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:
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Your name
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Order number
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The item(s) you’d like to return
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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:
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A return shipping label (where applicable), and
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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:
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The item is defective or not working
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The item is damaged
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You received the wrong product
Email us at sales@intimelly.com.au with:
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Your order number
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A short description of the issue
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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:
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Any intimate products that have been opened, unsealed, or used
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Personal care items, such as lubes, oils, creams, and body products, if opened
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Lingerie or apparel that has been worn, washed, or has tags removed
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Custom or made-to-order products
We also don’t accept returns for:
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Hazardous materials
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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:
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Request a return for the item you have.
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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:
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In the same condition you received it
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Unworn / unused, with hygiene seals intact
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In its original packaging
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With proof of purchase
Refunds
Once we receive and inspect your return, we’ll let you know whether your refund is approved.
If approved:
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Your refund will be processed to your original payment method
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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.