Refund policy

Last updated: May 2026

Every IBF piece is handcrafted and made to be worn with intention. We want you to love what you receive. This policy outlines how we handle exchanges and returns, and what you can expect from us when something isn't quite right.

Before You Order — Get Your Size Right

Because our pieces are intimate apparel, getting the right size from the outset is important — for hygiene, comfort, and the integrity of the garment. We strongly encourage every customer to use our IBF Size Calculator before placing an order, and to review our Size Chart carefully.

We also offer personalised sizing advice. If you are unsure between two sizes, please reach out to us at fit@intimatesbyfaustino.com before placing your order — our team is happy to help you find the right fit.

Exchange Policy — Nigeria

We accept size exchanges on orders delivered within Nigeria, subject to the following conditions:

Exchange intent must be communicated within 7 days of confirmed delivery
Items must be unworn, unwashed, and unaltered
Items must be in their original condition — no visible signs of wear, staining, stretching, or damage
Items must be returned in their original packaging where possible
The cost of returning the item to us is the responsibility of the customer. We will cover the cost of dispatching the exchanged item back to you.

First Order Size Exchange

We understand that finding your exact size in a new brand takes one order to confirm. For this reason, size exchanges are available to every customer on their first IBF order, provided the conditions above are met.

From your second order onwards, we expect customers to have established their IBF size. Size exchanges will not be entertained for repeat orders — we trust that by then, you know what works for you. This policy exists to protect both the integrity of our handcrafted pieces and the fairness of our process.

If you remain uncertain about sizing after your first order, we are always available at fit@intimatesbyfaustino.com before you place your next order.

Exchange Policy — International Orders

We are unable to offer exchanges on international orders (orders delivered outside Nigeria). The logistical complexity and cost of cross-border returns for intimate apparel makes this unfeasible at our current scale.

We strongly encourage international customers to use our Size Calculator and contact us with any sizing questions before placing an order. We are committed to helping you get it right the first time.

Refund Policy

Refunds are considered on a case-by-case basis and are subject to the following:

Refund requests must be submitted within 7 days of confirmed delivery
Refunds will only be considered where there is a manufacturing defect, significant quality issue, or error on our part (wrong item sent, incorrect size dispatched)
Refunds are not issued for change of mind, incorrect size ordered (where sizing tools were available), or items that have been worn, washed, or altered
Where a refund is approved, it will be processed to the original payment method within 5–10 business days

To initiate a refund request, please contact orders@intimatesbyfaustino.com with your order number, a description of the issue, and supporting photographs where applicable.

Hygiene Policy

In line with industry standards for intimate apparel, we are unable to accept returns or exchanges on items that show any signs of wear. This policy exists to protect the health and wellbeing of all our customers. All returned items are inspected upon receipt, and exchanges will not be processed where this condition is not met.

How to Initiate an Exchange or Refund Request

Email orders@intimatesbyfaustino.com within 7 days of delivery confirmation
Include your order number and the reason for your request
Attach clear photographs of the item(s) in question
Our team will review your request and respond within 2 business days with next steps

Please do not return any items without first receiving confirmation from our team. Unrequested returns cannot be processed.