Frequently Asked Questions
DO I NEED AN ACCOUNT TO PLACE AN ORDER?
You don’t need an account to order in our webstore. However, setting up an account will allow you to view past orders and the status of your current order. Creating an account is easy and can be done at the checkout.
CAN I CHANGE MY ORDER?
Unfortunately we are not able to change an order once it has been submitted; this includes changing the size and colour of an item, removing an item or changing the delivery address. Of course you have the right to cancel the complete order. If you want to cancel your order, please contact Customer Service.
CAN I CANCEL MY ORDER?
If you want to cancel your order, please contact Customer Service.
HOW DO I PAY FOR MY ORDER?
Once you have completed the check out page you have to agree with the terms and conditions to get redirected to the payment page. We accept numerous payment methods.
IS IT SAFE TO ORDER ONLINE?
We take your online security very seriously. Personal and payment information is safe and no data is sent over without encryption. Protecting your information is our highest priority. All orders are transmitted over secure internet connections using SSL (Secure Sockets Layer) encryption technology and other measures.
WHEN WILL I BE CHARGED?
If your card is authorised, the payment will be taken immediately and you will receive an e-mail confirming your order has been successful. Only paid orders will be handled. We will not charge you (afterwards) for any failed payment transactions.
WHAT’S MY ORDER STATUS?
You will be notified by e-mail about the status of your order. If you have an account, you can login and check "My Orders" for the current status of your order.
WHEN WILL MY ORDER BE SHIPPED?
We try to send packages within 24 hours with the exception of weekends and during bank holidays. After your order is shipped you will receive a tracking number by e-mail to follow your package along its trip to your doorstep.
HOW CAN I TRACK MY ORDER?
Once your order is sent, you will receive a tracking number by e-mail to follow your package along its trip to your doorstep. Feel free to contact Customer Service if you have any further questions or concerns regarding the shipment of your order.
WHAT IS THE DELIVERY TIME OF MY ORDER?
Your order will be delivered within two-seven working days. Our packages are shipped with PostNL and a signature may be required on receipt. If you are not around to take the delivery of your parcel, the carrier (if it fits) leave the package in your mailbox or leave a calling card telling you how to collect your package.
WHAT CAN I DO IF SOMETHING IS WRONG WITH MY ORDER?
If you receive a wrong item or something is missing, feel free to contact Customer Service. Please send as many details as possible including specific order numbers
HOW DO I RETURN AN ITEM?
Please note that we have a 14 days return policy. In order to create a pleasant shopping experience, Love Stories Intimates has an easy return procedure.
Place the item(s) in the original shipping box, or any other solid carton box.
- Place the items in the original shipping box or any other solid carton box
- Fill out the returns form and include it inside the box.
- Close the box and tape it securely.
- Send the package with return form to:
Love Stories Intimates
Love Stories Australia Pty Ltd
PO Box 5574
West End Q 4101
Make sure all products are exactly as you received them, with tag and seal still attached.
Do you have questions about your order, payment, delivery or return? Please contact us by emailing email@example.com
CAN I EXCHANGE MY ONLINE PURCHASE?
Purchased items are exchangeable into a different size and color. All exchanges are based on stock availability and are shipped to you free of charge. Should you be interested in an alternative style, please return your item/s to us and simply purchase the new piece separately at Love Stories Intimates.
HAVE YOU RECEIVED MY RETURNED GOODS?
As soon as we receive your return in our warehouse, we will notify you by e-mail. Please note that it takes a while to process your return. A refund will follow within fourteen days.
DO YOU HAVE A SIZE GUIDE?
Our size guide helps you to find the right size. The measurements are shown in cm and inches. However, if you still have questions regarding your size, please feel free to contact Customer Service. They will be happy to advise you.
WHERE CAN I FIND MORE PRODUCT INFORMATION?
You will find more information about the composition of the fabric on the product detail page. If you have any additional questions, please feel free to contact Customer Service.
IS A PRODUCT STILL IN STOCK?
Since we have a limited seasonal collection, products may run out of stock during the season. If the colour or size isn’t shown on the product detail page, it is no longer in stock. You can also contact a store near your home and check if they still have the item in stock. Our stores are listed in our Boutique Finder.
I’M HAVING PAYMENT PROBLEMS
Please contact Customer Service if you have any questions or concerns regarding your payment.
THERE IS AN ERROR ON THE WEBSTORE
Our webstore should be working all the time. However, if you do find an error in our webstore, we would be really happy if you would let us know through our email address firstname.lastname@example.org
All personal information saved at the site will be handled with the most utmost care. The information that we store will not be sold or used for any purposes other than ensuring the best service possible. It will solely be used for informing you about special offers and other marketing opportunities related to the different divisions of Love Stories Intimates. Your personal data may be disclosed to third parties only when it is necessary to fulfil the purposes described above. When registering with the site, you have the option not to receive any information from Love Stories Intimates. If you wish to end your Love Stories Intimates subscription, you may make the changes in your account settings or send an email to email@example.com. State your name and email address and a short description of the matter in the email message. You have the right to review your information on file at any time. This can be accessed by emailing firstname.lastname@example.org. If the data is incomplete or incorrect, you have the right to have the information corrected. All customers paying by card are subject to validation checks. Love Stories Intimates reserves the right to delay any order if fraud is suspected. For security reasons, we do not store any payment information in our database.
HOW DO I CONTACT CUSTOMER SERVICE?
Please send us a message with your question and order number by email email@example.com
WHERE DO I FIND ARTICLES USED IN THE CAMPAIGN AND LOOKBOOK?
You can find articles that are used in the online campaign and look book by clicking on the image, each image will guide you directly to the product in the image.
WHEN WILL THE NEW COLLECTION ARRIVE?
Twice a year we launch our collection that is available in our webstore and other stores that sell our brand. Please check our Boutique finder for a complete overview. Throughout the season different styles of our collection arrive. You may contact Customer Service to check when an article will be available.
HOW DO I SUBSCRIBE TO YOUR NEWSLETTER?
You can easily subscribe to our newsletter by entering your mail address at the left top of the website page and be the first to hear about what is happening at Love Stories Intimates.
HOW OFTEN DO I RECEIVE YOUR NEWSLETTER?
Every few weeks we send our newsletter.
HOW DO I UNSUBSCRIBE FROM YOUR NEWSLETTER?
If you change your mind, you can unsubscribe at anytime by clicking 'unsubscribe' at the end of the newsletter.