Order Policy

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Order Policy

Ordering

  • How to Order:
    • Browse our online catalog and add desired items to your cart.
    • Proceed to checkout and provide accurate shipping and payment information.
    • Review your order carefully before submitting it.
  • Order Confirmation:
    • You will receive an order confirmation email immediately after placing your order.
    • Please check your spam/junk folder if you do not see it in your inbox.
  • Product Availability:
    • We strive to maintain accurate inventory. In the event of an out-of-stock item, you will be notified via email.
    • We will offer options such as backorder, a refund, or a replacement item.

Order Tracking

  • Can I track my order? How?
    • Once your order ships, an email will be sent with your tracking number. Please allow at least 1 business day before tracking is visible.
    • Didn't receive your tracking email? Check your spam / bulk folder. We can also provide tracking by email.
    • Please note that shipping delays may occur due to unforeseen circumstances.
  • For any shipping inquiries: feel free to send us an email at info@theintimacystudio.com

Pick-Up Policy

  • Can I also pick up the products?
    • The Intimacy Studio is a webshop and, therefore, does not have a physical store. Therefore, picking up products is not possible.

Order Cancellation and Changes

  • Order Cancellation Policy:
    • Once an order has been submitted, your credit/debit card will be charged immediately.
    • Our ordering process is streamlined so your order will immediately be sent to processing and then shipping.
    • We will be unable to cancel an order after it has been submitted. Please order carefully. By completing your purchase, you acknowledge this no-cancellation policy.
  • Why was my order canceled?
    • There are various reasons why an order may have been canceled, such as:
      • Out of Stock
      • Unverified information
      • Payment decline
      • Tech issues
      • Incorrect address
    • If your order was canceled, you should receive an email notification detailing the reason.
    • We try to avoid order cancellations, but they are sometimes unavoidable.
  • Changes:
    • Can I add an item to my order?
      • We are unable to change orders once they have processed through our system. Regrettably, this means we are unable to add an item to your order. If you wish to purchase an additional item, please place a new order.
    • Can my delivery address be changed?
      • A. If the order has not shipped:
        • If your order has not yet shipped, then we should be able to update your address, so long as the delivery country/location remains the same. We cannot change the delivery country/location.
        • Address changes can only be made if the order has not been processed for shipping and must be requested within 1 hour of order placement.
        • Please contact us urgently if you need to change your delivery address with the following information:
          • Order number
          • Email address used to place the order
          • Your full name
          • New delivery address
      • B. If the order has shipped:
        • We cannot intercept packages. If the package is undelivered, it will eventually be returned to us. Please note this is likely to take some time (maybe several weeks).

Order Information and Issues

  • Where can I download the invoice for my order?
    • Are you a registered customer? You can download the invoice via your Intimacystudio account.
    • Did you order as a guest? Then contact us using the same email address you used to place the order and give us your order number. We will then send you the invoice for your order.
  • I have received the wrong item, what do I do?
    • We're sorry you received a different item than the one you ordered. Please follow the steps below to ensure you receive the correct item as soon as possible:
      • Compare the item number on the packaging with the item number in the order confirmation. You will find the order confirmation in your email and in your Intimacystudio account.
      • Are the numbers different? Then contact us with the following information:
        • Your full name
        • Order number
        • Email address
        • Photo and item number of the item you received
        • Name and item number of the item you are missing
    • Please report wrong items within 7 days of delivery.
    • Once again, our sincere apologies. We will help you as soon as possible and organize a solution.
  • What should I do if I don't get an order confirmation?
    • Oops, don't worry! We kindly ask you to check the following, as this usually solves the problem:
      • Check your SPAM folder (depending on your email provider, the confirmation may end up in the SPAM folder);
      • Check your email address in your Intimacystudio account.
    • Is everything set up correctly and you still can't find your order confirmation? Then contact us and we will help you further.
  • What if my toy is broken or doesn't work?
    • A 15-day warranty covers all products.
    • If you receive a defective product, email customer service with your order number & a description of the defect. If applicable, attach a picture to the email showing the defect. A photo is required to complete the warranty claim.
    • The warranty is voided if the product is misused.
    • Customer is responsible for return shipping on warrantied items.
  • What are the reasons for a return?
    • If the product is under warranty.
    • If the product is defective.
    • If the product received has damage caused by transportation.

Contact Information

For any questions or concerns, please contact us at:

info@theintimacystudio.com

We hope this policy is clear and comprehensive. If you have any further questions, please don't hesitate to contact us.

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