Shipping & Discretion
Shipping & Discretion Policy
1. Order and Shipping Confirmation
Orders are typically processed within 24 business hours, Monday through Friday, 9 AM to 5 PM. You will receive an email confirmation once your order has been successfully placed—it will include your order number and shipping method. Once your order has shipped, you will receive a second email with tracking information. Please make sure your shipping address is correct, as we cannot redirect goods once they are en route to you.
2. Why Haven’t I Received an Order Confirmation Yet?
Order confirmation emails are sent automatically after purchase. If you haven’t received yours, please check your spam or junk mail folder. Still can’t find it? Log into your account to ensure your email address is correct. If the issue persists, contact our customer support team at info@theintimacystudio.com.
3. Customs and Import Delays
Orders shipped outside the EU may be subject to customs inspections, which could cause delays beyond our control. Please note that any additional customs fees, duties, or taxes are the responsibility of the customer. International shipments may be subject to customs inspections and delays. Please be aware that customs processing times are beyond our control.
4. Will My Order Be Delivered to My Neighbors?
If you’re not home at the time of delivery, your package may be left with a trusted neighbor. However, all packaging is 100% discreet with no indication of the contents or sender. If you prefer that your package not be left with a neighbor, please contact the carrier directly with your tracking number to request alternative delivery options. Please be aware that if delivery attempts are unsuccessful, the carrier may hold the package at a local facility for pickup or return it to us.
5. How Much is the Delivery Cost?
Shipping costs depend on your location and the selected shipping method. You can view all pricing details here.
6. Is the Packaging Discreet?
Yes! Our packaging is completely neutral and does not contain any logos, branding, or descriptions of the contents. Your privacy is our priority. We understand the importance of discretion.
7. How Long Does Delivery Take?
Estimated delivery times: EU & UK: 1-4 business days; US: 2-6 business days; Other Countries: 2-6 business days. Delivery times depend on the carrier and external factors such as customs delays or weather conditions. Once your order is shipped, you will receive a tracking number to monitor your delivery. Delivery times are estimates and are not guaranteed. We are not responsible for delays caused by events beyond our control.
8. Can I Change My Delivery Address?
Once an order has been placed, we are unable to change the delivery address. If you made an error, please contact customer support immediately at info@theintimacystudio.com, and we will do our best to assist you.
9. Lost or Damaged Packages
In the unlikely event that your package is lost or damaged during transit, please contact our customer support team immediately at info@theintimacystudio.com. We will work with the carrier to investigate the issue and provide a resolution.
10. Shipping Restrictions
We do not ship to PO boxes.
11. 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
12. Return Policy
For information on returns, please refer to our Return Policy.