FREQUENTLY ASKED QUESTIONS

Got a question? We want to help!
Take a look at some common queries & some useful information

ORDER ISSUES 

I have received the wrong item

Oh no, we’re so sorry to hear this has happened with your order! We want to sort this out for you straight away so please send over images of the incorrect item, the packaging this was delivered in and the invoice included inside your parcel to intimatesoc@gmail.com. One of our super friendly customer service advisors will then be on hand to resolve this for you immediately!

My item has arrived damaged or faulty

We’re extremely sorry to hear this has happened to your item. All products are checked thoroughly prior to being dispatched so we are sorry your item must have slipped through the net! Please send over your order number and an image of the damaged item to intimatesoc@gmail.com and we will have this sorted for you immediately.

An item is missing from my package

This is extremely concerning as all packages are checked meticulously prior to being dispatched, and we want to get this resolved for you immediately. We weigh our parcels prior to dispatching them so please send over your order number to intimatesoc@gmail.com and our team will be able to investigate what has happened and have this sorted for you!

Can I cancel or change my order after I have placed it?

We know our customers want their items ASAP so as soon as your order is placed, our team work hard to ensure that this is dispatched as quickly as possible! Unfortunately, this does mean that we’re not always able to change any order details once the order has been confirmed (so always double check before you click confirm!) If you need details amending or the order cancelling, please send over the order number and what exactly needs to be changed/cancelled to one of our social media channels or intimatesoc@gmail.com and we’ll try our best to sort this for you!

Why was my order cancelled?

We’re sorry to hear your order has been cancelled. If you have received a cancellation email from us, this will be because the item has either been found to be out of stock when we came to pick your order or, our payment provider has declined to accept your payment method. You’ll receive a cancellation email from us with more details regarding this and your refund will be in your account within the next 72 hours/7 working days (this time frame is dictated by your bank and isn’t something we can speed up unfortunately!).

PRODUCT AND SIZE 

What size should I order?

We always want our items to fit our customers perfectly, so we provide a size guide and sizing information next to all items on our website. All our items generally fit true to size but if we know a product’s material creates a tighter fit, we’ll recommend sizing up in the product description box alongside the item. If you require further help with sizing, our customer service representatives can recommend you a size if you send over the item name and your bust, waist and hip measurements via one of our contact platforms.

When will you be restocking?

Our items are super popular and can sell out quickly but don’t be disheartened as we restock different items 2/3 times a week and our newest items are generally restocked within 2-week periods. We can’t provide exact restock dates but if there’s a particular item you’re waiting on, please send over the product name and size to one of our contact platforms and we’ll be in touch with the time frame this is due to be restocked in. We’d also recommend checking back on our website regularly as we restock returns daily! We also love to tease, and you may see some unreleased items on our Instagram pages from time to time… When this happens, the items will generally be online within the next 1-2 weeks. Be sure to keep an eye on our New In section for all our latest drops!

Can I buy your items off other websites?

No. All our items are designed in house by our design team and manufactured in our own factories. It’s worth nothing that we do not offer wholesale so any websites using our images, will not be dispatching our items. We’d never want our customers to be deceived by another online retailer so if you want OC Intimates designs and quality, we recommend only ordering from our website directly. 

SHIPPING & DELIVERY INFO 

Where is my order?

Once you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working extremely quickly to get this order picked and packed and sent out to you. Once this has been dispatched, you’ll receive an email notifying you of this with a tracking link included. Your tracking will continue to update as your parcel makes its way to you so please be patient!

Can I order to a PO Box?

Unfortunately, we do not deliver to PO Boxes or hotel addresses.

Can I change my delivery address after placing my order?

We know our customers want their items ASAP so as soon as your order is placed, our team is on it ensuring this is dispatched as quickly as possible! Unfortunately, this does mean that we’re not always able to change any order details once the order has been confirmed (so always double check before you click confirm!) If you need details amending or the order cancelling, please send over the order number and what exactly needs to be changed/cancelled to one of our social media channels or intimatesoc@gmail.com and we’ll try our best to sort this for you.

How do I track my order?

Once your order has been dispatched, you’ll receive an email with a link to the courier website. Here, you’ll be able to track your delivery whilst it is in transit and out for delivery. 

Why is my order late?

We work hard to ensure that orders are dispatched quickly so it’s truly disappointing to hear your order has not been received on time. Please note, we do state online that all delivery time frames are estimates so we cannot guarantee your order will be delivered on the estimated delivery date mentioned in ur shipping policy. If a delivery has been attempted and not received, you can re-arrange delivery with the courier directly. 

How long does shipping take?

OC Intimates strives to fulfil every order as promptly as possible, however please allow up to 7 days for processing. For urgent orders please specify your date of event and we will prioritize your order. For shipping please allow 3-5 business days. You will be provided with a tracking number via email once posted. Please use your tracking number to follow the journey of your order and delivery dates.

Where do you ship to?

We ship worldwide!

RETURNS INFO 

Are returns free?

We’re unable to cover return postage costs unless your item is faulty. Customers are urged to hold onto proof of postage as we’re also not responsible for returns lost in the post. If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return. 

What is your returns policy?

If for any reason you are not completely delighted with your purchase, we will happily accept a return for an exchange or full item refund. Due to hygiene reasons, bottoms and bodysuits cannot be refunded or exchanged unless deemed faulty. Bras may be exchanged for a different style or colour of equal value or returned for store credit.

If the Bra you wish to exchange is out of stock, OC Intimates reserves the right to present the customer with a credit note or the choice of another product of equal value. If the product you wish to exchange your item for is out of stock, this does not mean it is eligible for refund as it is not faulty, and other options are available to exchange for the customer. 

Please note we strictly do not offer refunds for change of mind or an incorrect selection of size. We are more then happy to offer you an exchange of item or a credit note valid for 12 months so you are able to make a selection of another item/s.

All returns or exchanges are accepted if they are received back within 10 days of delivery. You must notify OC Intimates at intimatesoc@gmail.com to confirm your return. The cost of shipping is at the customers expense and is non-refundable. Items received outside this time frame will not be accepted and will be sent back to the customer. 

How do I return my order for an exchange?

Need to swap a size or fancy something completely different? No problem at all – Please note: Before a refund can be done, you must contact OC Intimates for approval at intimatesoc@gmail.com within 24 hours of receiving order.  Your return will only be accepted if the returned item is unworn, unaltered and unwashed and free of any fake tan, makeup or deodorant marks on it, even if only tried on. 

 

It is also very important that you label the items as ”RETURNED GOODS”. Failure to do so will result in the package being held in customs and charges may be applied for customs duty. The parcel will not be released and forwarded to us unless YOU the customer pays these fees. If you do not pay the fees, the parcel will be returned to you by the Canadian Customs Dept at customers expense.
Once OOH CHERRY has received your returned package, all returned items will be inspected before a refund. OOH CHERRY reserves the right to deny a refund if items are returned used, soiled, worn or damaged in any way and they will be returned to sender, at customers expense. You will be notified via email if your returned item is not suitable for a refund.

Please note that the goods are your responsibility until they are returned to OC Intimates . OC Intimates will not issue a refund on item/s that are not received or are lost in transit.

The customer is responsible for all return shipping and handling costs, as well as duties and/or taxes for International orders.

My exchange is wrong.

Oh no, we’re so sorry to hear this has happened with your order! We want to resolve this for you straight away so please send over images of the incorrect item, the packaging this was delivered in to intimatesoc@gmail.com. One of our super friendly customer service advisors will then be on hand to resolve this query immediately!

How long it takes for my refund or exchange to be processed?

Refunds and exchanges are processed within 5-7 working days of us receiving the item(s) back at our warehouse. Weekends aren’t included in working days and we only begin this countdown when the items are in our warehouse, not when they were posted back, so please bear this in mind! Please note, if you’ve sent your item back for an exchange, we take approximately 5 working days to process the returns and then your exchanged item will take 3-5 working days to deliver. If you require your replacement item within two weeks of you receiving your initial product, we recommend re-ordering and sending your current item back for a refund.

Have you received my return?

We don’t contact our customers as soon as we have received your return, only when we have processed a refund/exchange so there’s no need to panic if you haven’t heard from us – we’re just working our way through our returns! If you want to see if we have received this in the meantime, we recommend checking your returns tracking number.

PAYMENTS & DISCOUNTS 

I have been charged incorrectly

Our system can only take the amount that is confirmed by yourself at checkout so please ensure you have checked out in the correct currency. If your invoice/confirmation emails show an alternative amount to the total you confirmed at checkout, this is likely to be a misprint and your bank statement will confirm the correct amount has been withdrawn. Apologies for any alarm caused!

Do you have any discounts?

We regularly run promotions, competitions and discounts through our email subscription and social media pages so make sure to sign up and keep an eye on those platforms! You can sign up to our email subscription on the website.

What payment methods do you accept?

We currently only accept PayPal payments worldwide. PayPal allows secure payment with your PayPal account or credit card. You will be redirected to PayPal to finalize your order when checking out.

TECHNICAL ISSUES 

I can't place an order

We’re sorry to hear you’re struggling to place an order with us and we try our best to ensure this is a simple experience for our customers! If you’re experiencing any difficulties placing an order with us, we’d firstly recommend clearing your device history and CACHE and attempting this again. If this issue persists, we’d then suggest using an alternative device and/or payment method. 

I forgot my password or can't sign in

Not to worry, we can resolve this for you! Please send over an email to: intimatesoc@gmail.com from the email address your account was created with and we’ll send you a link to reset your password or change this for you ourselves (you can later log into your account and change this again yourself).

How can I unsubscribe from your emails?

We’re so sad to hear you want to leave the fun! Remember, we send exclusive access to our latest collections and discount codes through this email subscription. If you really want to unsubscribe from our emails you can do so by clicking “unsubscribe” at the bottom of any emails we have sent you.

How do I delete my account with you?

If you wish to deactivate your account with us, you can do so by contacting our customer services at: intimatesoc@gmail.com. Please send over your account email address and billing address and we can then delete this account and send you a confirmation of this to your email address

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