Delivery & Returns

How to Return an Item ?

If you wish to return an item, please follow these guidelines:

1.Notify Us: Contact us with order number within one week of receiving your order to inform us of your intention to return and provide the reason for the return. please request the shipping address and any necessary details for returning your item. (Please does not send to the address on the page)

2.Return Period: Items must be returned within 28 days of delivery to our address in Hong Kong. Please note that return shipping costs are your responsibility unless the return is due to our error.

3.Defective item return :  If you receive a defective or incorrect item, please reach out to our customer service team for a replacement.

4.Hygiene Standards: For hygiene reasons, please try on underwear over your own garments. We cannot accept returns of any worn or soiled items. We kindly ask that you refrain from using perfume when trying on items.

 

5.Return Criteria:To maintain the highest standards of quality and hygiene, we kindly ask that all return/exchanged items meet the following criteria:

5.1   Unworn and Unwashed:  Items must be in their original condition, unworn and unwashed.

5.2   Original Packaging:  All items should be returned in their original packaging, including tags and labels.

5.3   No Perfume or Odors: Please ensure that items are free from any scents, including perfume or other odors.

5.4  No Clearance goods

5.5    No packaging for stockings or erotic lingerie has been opened, as these items cannot be resold once they have been opened.

5.Inspection Process:

All returned items will undergo a thorough inspection to ensure they meet our exchange criteria. We implement strict quality control measures to guarantee that any exchanged items are in pristine condition. This means you can shop with confidence, knowing that you will receive only new, unused products.

6.Promotional Returns: If you purchased a bra with a free panty promotion, both items must be returned together to qualify for a full refund.

7.Shipping Costs: Please be aware that if you are returning a product that was shipped to you for free, we will deduct the outbound shipping cost from your final refund amount.  We do not accept packages returned using C.O.D. service. Return shipping charges are non-refundable.

8.Refund Processing: Please allow approximately 14 days for us to inspect the returned items and process your refund.

9.Refund Method: Refunds will be processed back to the original payment method used for the purchase. That's to say, if you used credit card to pay, we would refund to your credit card.

10.Responsibility:Customers are responsible for returned items until they are received by us. Please ensure that all items are securely packed to prevent any damage during transit.

Since the parcel remains your responsibility until it arrives at our facility, we recommend obtaining proof of postage. This will be helpful if you need to reach out to us regarding your return. We cannot accept responsibility for items that are mistakenly sent back to us. If we locate such items and you wish to have them returned, we may request that you cover the shipping costs.

Please note that we are unable to refund any taxes or duties imposed by customs authorities if any.

Thank you for choosing Desire Intimates! If you have any questions or need further assistance, please don’t hesitate to contact our customer service team. We are here to help!  contact@desireintimates.com

Free Replacement Policy:

If item is lost or damaged in transit, we will not issue any refund; however, we will gladly send a replacement as it is our responsibility. Please notify us as soon as possible with pictures proof, and we will process a replacement if the issue is on our end.

Please note that if orders stolen due to improper receipt by the buyer or those with incorrect address entries are not eligible for replacement. We are more than happy to assist buyers in coordinating with the courier company to find a solution to these issues.

Exchange Policy

At   desire intimates  ,we want you to be completely satisfied with your purchase. We understand that finding the perfect fit and style is essential, especially when it comes to lingerie. That’s why we offer a 28-day exchange policy to ensure you have the opportunity to find the right item for you.

Exchange Criteria:

To maintain the highest standards of quality and hygiene, we kindly ask that all exchanged items meet the following criteria:

  1. Unworn and Unwashed: Items must be in their original condition, unworn and unwashed.
  2. Original Packaging: All items should be returned in their original packaging, including tags and labels.
  3. No Perfume or Odors: Please ensure that items are free from any scents, including perfume or other odors.
  4.  No Stockings and erotic lingerie that have been opened from their own packaging.

As these goods cannot be resold again due to being opened.

Inspection Process:

All returned items will undergo a thorough inspection to ensure they meet our exchange criteria. We implement strict quality control measures to guarantee that any exchanged items are in pristine condition. This means you can shop with confidence, knowing that you will receive only new, unused products.

Postage Fees:

Please note that customers are responsible for the postage fees associated with exchanges, unless the exchange is due to an error on our part. We appreciate your understanding in helping us maintain the quality and integrity of our products.

Thank you for choosing desire intimates. We appreciate your trust in us and look forward to serving you!

Wrong Address Disclaimer: 

It is the buyer's responsibility to ensure that the shipping address is entered correctly. We are not liable for any packages returned to us due to an incorrect or undeliverable address. If you need to change your shipping address, please contact us at contact@desireintimates.com within 24 hours of placing your order.

Exceptions:

  1. Your package is returned to the sender due to:

   - Incorrect address. You will be responsible for the shipping charges for reshipment.

   - Unable to pick up/sign for the package. You will be responsible for the shipping charges for reshipment.

Refund Policy: Please note that we do not offer refunds for packages returned due to incorrect addresses.

If you have any questions or need assistance, feel free to reach out to us at contact@desireintimates.com

  1. Your Package Arrives in Damaged Condition:

We will do our best to ensure your items arrive in perfect condition. However, in the unlikely event that your package arrives damaged, please accept the delivery and contact desireintimates customer care . We will assist you in resolving the issue. If you refuse your order without prior authorization from us, you will be responsible for all shipping charges.

  1. In the very rare case that your package loses tracking on the way to its destination for more than 5 days, please contact desireintimates.com