Intimate..... by Design

Cancelling your order

If you advise us that you would like to cancel your order and it has not been dispatched we will fully refund you by your original payment method. If your order has already been dispatched then the below terms and conditions apply:

Returning an unwanted item

If for any reason you are unhappy with your purchase, you can return it to us for a full product refund providing the following terms and conditions are met:

Any item you wish to return must be in its original, as new, unused condition.
If the item is not returned to us no refund will be made.
Any product being returned must be unopened, with any seals, plastic wrapping or shrink- wrap intact.
To ensure you receive a full product refund make sure you return any free items dispatched with your order, otherwise the value of these will be deducted from your refund.
Because of the intimate nature of our products if we suspect that returned products have been removed from their original packaging, have been used or worn, or that any of the above conditions are not met we reserve the right not make make a refund but to return the item/s to you without notice.

Your right to cancel

We trade in accordance with English Law and Regulations including the Consumer Protection (Distance Selling) Regulations 2000. These Regulations give all our European customers the right to cancel their order within 7 working days of having received it, subject to the following:

To qualify for a refund the Distance Selling Regulations advise that you must let us know of your wish to cancel within 7 working days of receiving the product.
1. You do not have to specify a reason for your cancellation but you must advise us in writing by emailing customer.services@intimate-by-design.com giving your name, address, order number and details of the product you wish to return.
2. Under the Distance Selling Regulations if you exercise your right to cancel an order it is your duty to take care of the product(s) whilst in your possession and to restore them to us in a condition fit for sale.
3. If you’d like to exercise your right to cancel you must return the product(s) to us within 21 days of having advised us of your intention to cancel your order.
4. The cost and risk of returning the product to us is your responsibility. We can only refund items we receive. With this in mind you may consider it suitable to use a service which will provide insurance against loss and gives you proof of delivery. 
5. This 7 Day Cooling Off Period only applies to customers within the EU.

Items unwanted after 7 day cooling off period. 

If you have changed your mind about your purchase and 7 days have passed since you received it you do not qualify for a product refund.

You may be entitled to exchange it for another item of an equal value (or higher value if you pay the additional cost), provided that you let us know by writing to us at customer.service@intimate-by-design.com  30 days of having received the item, explaining why you’ve had a change of heart and no longer want the item. You must have taken care of the item whilst in your possession, it must be returned in a saleable condition, and the above points will apply.

Items that have been worn, tried on or opened

Unfortunately due to the intimate nature of our products once an item has been removed from its packaging it cannot be refunded or exchanged. See above conditions

Refunds, agreed exchanges & replacement items

Refunds, agreed item exchanges or replacement of “under guarantee items” are usually processed within 7 working days of us having received the returned item(s). Occasionally exchange and replacement items may take a little longer due to obtaining a replacement, on your behalf, from the manufacturer.

Any refund will be made to the payment card you used to process your order. If you made payment by any other means your refund will be by cheque. All refunds will be made in UK Pounds (sometimes known as GBP or Sterling).

Your privacy & data protection

We only use the information we collect about you lawfully (in accordance with the Data Protection Act 1998). There are two reasons for collecting information about you:
1. To process and deliver your order.
2. To aim to provide you with the best customer service possible

What information do we collect?

We only collect personal information essential to process your order, and to contact you (for example if a product is out of stock), nothing more. The information we collect includes your name, your address, your telephone numbers and your email address. If you select to have your order delivered to a third party, such as a relative or friend, we will have their name and address too.

Who else sees your information?

Your personal details are safe with us, we do not divulge or sell your information to anyone.
Your information is held in accordance with the Data Protection Act.

Only our delivery service providers will see some of your information. To help ensure your order is received we disclose your name and address on your delivery label. That information will be used by Royal Mail or the Post Office, Parcel Force and other international postal services.

Your Email address

It is essential when placing an order with us that you include a valid email address, this will ensure that, if we need to, we can communicate with you swiftly and efficiently.