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: 16/11/2025

We’re so happy you’re here.
Below is everything you need to know about how your Intimelly order gets packed, shipped, and delivered — always with privacy, care, and a little touch of love.

Discreet Packaging, Always

Your privacy matters deeply to us.
All Intimelly orders are shipped in plain, unbranded packaging with no logos and no mention of the nature of your products.

Only you will know what’s inside.

Processing Times

We aim to pack your order as quickly (and carefully) as possible.

• Standard processing: 1–2 business days

• Peak periods or sale events: 2–4 business days

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

Shipping Within Australia

We ship Australia-wide using trusted carriers such as AusPost, Sendle, and other reputable couriers.

Estimated delivery times (after dispatch):

• Standard Shipping: 3–8 business days

• Express Shipping: 1–3 business days

Remote areas may take a little longer.

Shipping costs will appear at checkout based on your location and selected method.

International Shipping

If international shipping is enabled for your store:

We currently ship to selected international locations.
Shipping rates and estimated delivery times will be shown at checkout.

Please be aware:

• Customs fees, duties, and taxes are the responsibility of the customer

• Delivery times may vary due to customs processing

If you're unsure whether we ship to your region, contact us at sales@intimelly.com.au.

Delivery Issues

Once your order has been handed to the carrier:

• Risk of loss transfers to you

• Delivery delays due to couriers, weather, customs or unforeseen events are outside our control

That said — if something feels off or your parcel hasn’t arrived, please reach out.
We will always do our best to help.

Damaged, Missing, or Incorrect Items

Please inspect your order as soon as it arrives.

Contact us immediately at sales@intimelly.com.au if:

• Your item arrives damaged

• Your parcel is missing items

• You received the wrong product

Include your:

• Name

• Order number

• Clear photos or videos of the issue

We’ll review it quickly and work toward the best solution (replacement, refund, or store credit).

Sustainability

Where possible, we use recyclable or reusable packaging.
We believe intimacy and care should extend to the planet too.

Can I change or cancel my order?

If you need to make changes, contact us as soon as possible.
We’ll try to adjust or cancel your order before it ships, but we can’t guarantee changes once processing has begun.

Still Need Help?

Our team is always here for you — with warmth, discretion, and respect.

💌 sales@intimelly.com.au