Question 1

How do I place an order?

Accepted Answer

Add your selected pieces to the bag, then proceed to checkout. Our checkout is handled securely by Shopify — supporting credit & debit cards, PayPal, Apple Pay and Google Pay.

Question 2

Can I modify or cancel my order after it's placed?

Accepted Answer

Orders begin processing quickly. If you need to make a change or cancel, contact intessium@gmail.com within 12 hours of placing the order and we'll do everything we can to assist.

Question 3

Will I receive an order confirmation?

Accepted Answer

Yes — a confirmation is sent to your email immediately after checkout. A second message follows once your order has shipped, including tracking details.

Question 4

Where does INTESSIUM ship?

Accepted Answer

We currently ship across the United Kingdom and selected European countries.

Question 5

How long does delivery take?

Accepted Answer

United Kingdom: 7–12 business days. Europe: 8–15 business days. Delivery windows may extend slightly during peak seasons.

Question 6

Is shipping free?

Accepted Answer

Yes — free tracked shipping is included on every UK and EU order over £50.

Question 7

Do you provide tracking?

Accepted Answer

Every order ships with full tracking. You'll receive your tracking link by email as soon as your parcel leaves our facility.

Question 8

Can I return my order?

Accepted Answer

You may request a return within 14 days of receiving the order. Items must be unused, unworn, unwashed and in their original condition with all packaging intact.

Question 9

How do I request a return?

Accepted Answer

Email intessium@gmail.com with your order number to begin the process. Once approved, we'll share full return instructions.

Question 10

How long do refunds take?

Accepted Answer

Refunds are issued to your original payment method once the returned item has been received and inspected. Processing time depends on your bank — typically 5–10 business days.

Question 11

Are sale items returnable?

Accepted Answer

Items marked as final sale, used items or those damaged by misuse are not eligible for return.

Question 12

Are the products true to size?

Accepted Answer

Most accessories are one size. Our oversized apparel runs intentionally relaxed — refer to the size guide on each product page for measurements.

Question 13

How do I care for my INTESSIUM pieces?

Accepted Answer

Care instructions are included on every product page. As a general rule, store accessories in their protective pouch and avoid prolonged exposure to moisture or direct sunlight.

Question 14

Are your materials sustainable?

Accepted Answer

We work with premium materials chosen for longevity. We believe the most sustainable piece is the one you keep wearing for years.

Question 15

How can I contact customer support?

Accepted Answer

Email intessium@gmail.com. Our team typically replies within 24–48 business hours, Monday to Friday.

Question 16

Do you offer gift packaging?

Accepted Answer

Every order arrives in a soft INTESSIUM pouch. Select pieces include a hard-shell case.

Question 17

Do you partner with creators?

Accepted Answer

We're always open to thoughtful collaborations. Email intessium@gmail.com with the subject line 'Collaboration' to begin a conversation.

Frequently asked

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