Frequently Asked Questions
Ordering:
Can I cancel my order?
Once you have paid for your goods, you will be unable to cancel your order. Please refer to the delivery policy section for more details on order cancellation.
Can I modify my order?
Yes, you can modify your order at the “review your order” stage only but you will be unable to modify your order after you have paid. However, If you would like to modify your order after the review order stage, we advise you to cancel your order and place a new one.
Is there a minimum amount on what I can order?
There is no minimum amount on orders. However, we make a free of charge delivery when you order over a certain amount, and this is clearly stated in our delivery policy section.
How will I know that you have received my order?
We will send you an automated email confirming that your order has been placed, this will be an acknowledgement receipt for your order. If you do not receive this mail within an hour of placing your order, please contact our customer support team at support@intimatelymine.com to ensure that your order has been successful.
Are the colors shown on the website the exact colors in reality?
All pictures shown on our website are shot at high resolution under light conditions that reflect normal daylight. Hence, colors are rendered in a very realistic manner. However, variations between the colors of the intimate apparels and what you see on your screen may be affected by your screen settings.
Where is my order?
After placing your order, and it has been processed, delivery is usually between 3 to 7 working days within Lagos, or 7 to 10 working days for orders outside Lagos. However, if you still have not received your order outside this time frame, please contact us on our telephone: +234(818)8000049 or email us at support@intimatelymine.com
Return/Exchange:
Can I return an item for an exchange?
Once you have paid for your goods, you will be unable to cancel your order. However, if you change your mind about an item after payment has been made, the system would have processed the order, so you will need to contact us by email or phone and we will be to do the change as long as you contact us within 24 hours of placing the order. Please see our returns policy for more details.
We are happy to accept unworn items which are still in its original packaging with its tag. However, for hygiene purposes, we are unable to accept/exchange the items listed below:
• All panties/briefs
• Thongs
Is there a physical store for me where I can try on my bra before making a purchase?
We do not have a physical store but we highly recommend that you make use of our online bra calculator before purchasing your bra or for an accurate fit, you can take advantage of our one to one virtual/home visit bra fitting service by booking online (For more details, please go to IM Collection section).
Delivery:
How much do you charge for delivery?
Delivery cost will be calculated at checkout, the cost will depend on the area for delivery. Purchases of N100k will be delivered at no cost at all, delivery will be FREE.
How long will I need to wait to receive my order?
After we have received your order, it will usually take 3 to 5 working days to receive your order placed within Lagos, and 7 to 10 working days for delivery outside Lagos.
Can I pick up my order?
Yes, you can pick up your order if you select the Click and Collect option when placing your order online, this will allow you pick up your order at the collection centre after the payment has been processed online. You will receive an email notification which will include a collection code for you to bring along and a form of ID. Please note without the code, you will be unable to collect your order.
Can someone else pick up my parcel for me using the Click and Collect option?
You can arrange for a family member or friend to collect your Click & Collect parcel on your behalf from our collection centre, so long as they have the collection code (which will be sent to you via email), and one form of your ID. Any of the following is acceptable: national ID or driver’s license.
If you are unable to collect your parcel for any reason within 14 working days of receiving the email notification. The parcel will be returned to the stock depot and credit will be refunded through payment method used when placing your order, please allow 14 working days for processing the payment.
Can I collect my parcel at the collection centre if I did not select the Click and Collect option when I placed my order?
Unfortunately, you will be unable to do so. Without the collection code which would have been generated by the system, and sent to you via email, you will be unable to pick up your order.
What happens if am not present at the delivery address during the attempted delivery?
We will always inform you of our delivery day by text message or email. We will even tell you the name of IM’s dispatch driver. We would not be able to make a second attempt to deliver if you are not home. So you will need to either arrange for someone to accept the parcel on your behalf or collect it our collection center within 14 days of the first attempted delivery.
Can you ship outside of Nigeria?
No, this website sells and ships exclusively to any address within Nigeria currently.
Sizing:
I need help with my bra size
Please refer to our fitting guide section where you can make use of our bra size calculator. Although the size calculator might not be 100% accurate, however, for an accurate measurement, you can take advantage of our virtual (video call)/home visit bra fitting service by filling the online booking form (See our IM collection section for more details.
Can I try on my lingerie at the collection center?
Unfortunately, you would not be able to try it on. We recommend that you use our online bra size calculator before purchasing your bra and also take advantage of our virtual (video call)/home visit bra fitting service by filling the online booking form (See our IM collection section for more details.
I mistakenly ordered the wrong size
We recommend that you use our online bra calculator before purchasing your bra and also take advantage of our virtual (video call)/home visit bra fitting service by filling the online booking form (See our IM collection section for more details). Please see our returns policy for details on returns.
Account log in:
Why am I having difficulty logging into my account?
There are few obvious pointers why this might be happening, make sure you are entering your details correctly using the appropriate letter (lower/upper). If you have done this and are still having problems, you can re-set your password using the forgotten “your password link” provided. Alternatively, please contact us via Live Chat, Telephone +234 906 444 8151 or Email: support@intimatelymine.com
Payment:
How can I pay online for my goods?
Please see our Secure Shopping section.
Has my payment been accepted?
You will receive an automated email notification, after you have made payment be it via Paystack (credit/debit card) or Bank transfer.
Why has my payment been rejected?
t may be an input error, so carefully check the details you have entered and try again. If you have checked and entered your details correctly, please contact either your card issuer or our customer services team for help. Do not enter your details multiple times as this may prevent your funds from being released for other transactions.
Lingerie Care:
How do I wash my lingerie?
Please follow the care instructions on the care labels attached to the inward part of your undergarment. You can also read our lingerie maintenance section for further advice.