Find your answers

Statement

Dear friends,

Let’s keep sharing the love and stay connected online. For the safety of our employees and customers, we will temporarily close all Love Stories boutiques in Europe as of today.

Our webshop remains open and customers can continue to shop on LoveStoriesIntimates.com. In the meantime, we’re here to answer any questions.

Sending you lots of love,

LS

Webshop order

  • Adjusted return policy in store due to COVID-19

    In all our boutiques we accept returns within 60 days the day of purchase. Returned items must be in their original condition including their tags and must be unwashed, unworn and unaltered in any way.

  • How do I apply a discount code?

    If you have recevied a discount code, you can apply the code by clicking on the button "Apply discount code" in your shopping cart. You can find the button underneath your order summary in the basket.

  • Do I need an account to place an order?

    No, you don't need an account to place an order. You can also order as guest.

    If you do register with us, you will be able to enjoy the benefits of your Love Stories account. You can save your address and card details for faster shopping, manage your account details, order history, email preferences and track your order status.

  • Can I change my order?

    Unfortunately, we are not able to make changes after you’ve placed your order; this includes changing the size and color of an item, removing an item or changing the delivery address. Of course you have the right to cancel the complete order or return items you don’t want. If you want to cancel your order, please contact our Customer Service: shop@lovestoriesintimates.com or +31 (0)20 820 2103.

  • Can I cancel my order?

    You have the right to cancel your order within seven working days. However, as we try to proceed your order as fast as possible, it might be shipped already. In that case, you may refuse the package when a delivery attempt is made or return all items and we will issue a full refund excluding return shipping costs. If you want to cancel your order, please contact Customer Service: shop@lovestoriesintimates.com or +31 (0)20 820 2103

  • Can I do exchanges?

    Unfortunately we aren’t able to exchange an item. Once we receive your returned items, we will issue a refund. If the article you are looking for is still available you can place a new order with us.

  • I didn't receive an order confirmation, what do I do?

    If you didn't receive an order confirmation, please check your spambox. To make sure you won't miss any other order updates, please accept our emails so they won't be marked as "unwanted mail". 

    In case you can't find your order confirmation in your spam box, please contact Customer Service: shop@lovestoriesintimates.com or +31 (0)20 820 2103

  • Can I order perfume in every country?

    We only ship our perfume to selected countries within the EU (Mainland only). If perfume orders are placed in countries that are not on the list, we will cancel the order and reimburse the full amount. Please check the list below to find out if we ship to your destination.

    We can only ship to the following destinations:

    • Andorra
    • Austria
    • Belgium
    • Czech Republic
    • Denmark - only postal codes 5210-9990
    • France - Mainland only
    • Germany
    • Hungary
    • Italy - Mainland only
    • Lichtenstein
    • Luxembourg
    • Monaco
    • The Netherlands - Mainland only
    • Poland - Excluding postal codes 75600-72605
    • Portugal - Mainland only
    • San Marino Spain - Mainland only
    • Switzerland
    • Vatican City
    • United Kingdom - Not including Northern Ireland and excluding postal codes BT1 - BT94

Delivery & Returns

  • Do I need to pay for the shipping costs of my order?

    We offer free shipping for almost all orders. See the overview below to check if your order will be shipped for free:

    Free Shipping on all orders above €50 for:
    Netherlands, Germany, United Kingdom, France, Belgium, Italy, Spain, Denmark, Sweden, Norway, Finland, Austria, Switzerland, Portugal, Poland, Ireland, Luxemburg, Greece, Hungary, Bulgary, Czech Republic, Estonia, Lithuania, Romania, Slovakia, Slovenia - €7,95 shipping costs for orders up to €50

    Free Shipping for orders above €150 for:
    United States, Canada, Cyprus, Croatia, Monaco, Malta, Russia, Vatican - €19 shipping costs for orders up to €150

    Free Shipping for orders above €300 for:
    Rest of the World - €39 shipping costs for orders up to €300

  • When will I receive my order?

    Once you’ve placed your order, we will process it the same day and hand it over to UPS. A signature may be required upon delivery. If you are not home when UPS delivers your parcel, they will leave a note explaining where and how to collect your Love Stories order. Please note that we are unable to change a delivery address once the order has been processed. In case you did not collect your order and UPS sent it back to us, we are unable to re-send your order. 

    Shipping destination: The Netherlands
    Processing: 1 day
    Delivery: 1-2 days
    Total time: 1-2 days

    Shipping destination: Europe
    Processing: 1 day
    Delivery: 2-4 days
    Total time: 3-5 days

    Shipping destination: Outside Europe
    Processing: 1 day
    Delivery: 3-6 days
    Total time: 4-7 days

  • How do I return my order?

    Love Stories has an easy return policy, for carefree shopping. We accept all returns within 30 days, counting from the day you receive your order. Sale items have a return policy of 14 days, counting from the day you receive your order.

    Returned items must be in their original condition including their tags and must be unwashed, unworn and unaltered in any way.

    Return costs are free if you are shopping from The Netherlands. Return costs are not covered by Love Stories Intimates for returns from the rest of the world.

    We kindly advise you to return your parcel using a track and trace code. If parcels get lost during transport without having a track and trace code, Love Stories is not responsible for a reimbursement.

    Returns from the Netherlands

    Shipping costs for a return are covered by Love Stories Intimates if you return items using our provided instructions.

    To return items from The Netherlands, please follow these steps:

    Place the item(s) you would like to return back in the box you received them in or any other solid carton box;
    Fill out the Return Form that was included with your order, in case the Return Form is missing, request a new one at shop@lovestoriesintimates.com;
    Include the Return Form in your package and close the box securely, using sufficient tape.
    Take the box to your local PostNL Drop Off Location and send it to the provided "Antwoordnummer" which can be found on the return form.

    Reimbursement

    You will receive a refund after we have received the goods according to the above steps. Your refund will be credited to the original purchaser's payment method, within 5 days after we’ve received your package. During sale periods, this might take longer. Unfortunately, it is not possible to exchange items.

    Returns Worldwide

    Please note that shipping costs or import duties for a return shipment are not covered or reimbursed by Love Stories Intimates.

    To return items, please follow these steps:

    Place the item(s) you would like to return back in the box you received them in or any other solid carton box.
    Fill out the Return Form that was included with your order.
    Include the Return Form in your package and close the box securely, using sufficient tape.
    Take the box to your local post office and send it to:

    Love Stories Intimates
    Return Webstore
    Johan van Hasseltweg 58
    1022 WV Amsterdam
    The Netherlands

    Reimbursement

    In case you are not satisfied with your order and wish to return items, you will receive a refund. Your refund will be credited to the original purchaser's payment card or PayPal account, within 5 days after we’ve received your package. During sale periods, this might take longer. Unfortunately, it is not possible to exchange items.

  • Do I need to pay for the return costs?

    Return costs are free if you are shopping from The Netherlands. Return costs are not covered by Love Stories Intimates for returns from the rest of the world.

  • Can I track my order?

    As soon as your order leaves our warehouse you will receive a track & trace code from UPS which you can use to track your order. You can also find your track & trace code in your account.

Product information

  • What is my size?

    For more information on our sizes, please find our sizeguide in the footer and on the bottom of all inidivual product pages. Any questions? The lovely ladies over at Customer Service are happy to assist you at all times. Send an e-mail to shop@lovestoriesintimates.com or call +31 (0)20 820 2103.
  • Where can I find more product information?

    On each individual product page you will find details about the product and its fabric composition. Keen to know a bit more? Our Customer Service is readily available to answer any questions. Send an e-mail to shop@lovestoriesintimates.com or call +31 (0)20 820 2103.
  • The product I want is out of stock, what do I do?

    We have a limited seasonal collection, so it might occur that products run out during the season. If your preferred color or size isn’t shown on the product detail page, it is no longer in stock. We promise you’ll find some cute alternatives though.
    Can't get your favorite item out of your head? You can also leave your email to get notified in case your it is back in stock, or check if a store near you still has your favorite. You can find all stores via the Boutique Finder.
  • How do I wash my Love Stories products?

    All of our Love Stories designs have been crafted with the utmost precision to ensure the best possible quality and durability. Properly caring for your precious garments will help make them last the longest possible time.

    Here are some easy-to-follow instructions to enhance the life of your favourite pieces.

    • Always follow the instructions on the individual care label for each product.
    • For machine wash, use a mild process with a maximum temperature of 30°C. This is particularly true for swimwear, which should be rinsed in cold water after each use. Using cold water helps reduce colour fading and uses less energy at the same time. In case you own one of our silk items, we recommend you to wash them by hand. 
    • Don't use too much laundry detergent. Too much laundry detergent may damage the elastic band of your bralette or brief.
    • We recommend you to use a washing bag. This will prevent your items will from getting damaged by other clothing items or the hooks of your bralettes.
    • Do not bleach, do not tumble dry, do not iron, do not dry clean. Our viscose/rayon cover-ups can be carefully ironed back into shape after washing. To remove minor wrinkles, hang your garment in the bathroom whilst you shower. The steam created is usually enough to smooth out most fabrics.

    For more specific washing instructions, please visit our individual product pages or check the care labels on your products.

Payment

  • What payment methods do you accept?

    We accept Mastercard, Maestro, Amex, iDeal, PayPal and VISA. Payment will be debited and cleared from your account upon dispatch of your Love Stories order. By placing an order, you confirm that the credit/debit card that is being used is yours or that you have been explicitly authorized by the owner of the credit/debit card to use it. All credit/debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to Love Stories Intimates, we will not be liable for any delay or non-delivery.

    We take your privacy seriously and take measures to provide secure payments. All credit/debit card transactions on this website are processed using Adyen: a secure online payment gateway that encrypts your card details in a secure host environment. If you are a registered Love Stories Intimates user, we will securely store your credit/debit card details in our systems. These details will be fully encrypted and can only be used to process card transactions that you have initiated.

    To help ensure that your shopping experience is safe, simple, and secure, Love Stories Intimates uses Secure Socket Layer (SSL) technology.

    Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the website.
  • Can I redeem my gift card on the website?

    Gift cards bought at one of our stores cannot be redeemed on our website, but you can use them in all our stores. You can find your nearest store here.

  • How do I pay for my order?

    After choosing your preferred payment method and you have completed the check out page, you must agree to the terms and conditions to get redirected to the payment page where you can complete your order.

    We accept Mastercard, Maestro, Amex, iDeal, PayPal and VISA.

  • Is it safe to order online?

    We take your online privacy and security very seriously. Personal and payment details are safe and no data is exchanged without encryption. Protecting your information is our highest priority. All orders are transmitted over secure Internet connections using SSL (Secure Sockets Layer) encryption technology

  • When will I be charged?

    If your card is authorized, the payment will be charged 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 for any failed payment transactions afterwards.

Newsletter

  • How do I subscribe to your newsletter?

    On the homepage, click the envelope at the top left and submit your e-mail address. We look forward to sending you love letters with exclusives, discounts and the latest news.
  • How do I unsubscribe to your newsletter?

    If you would like to unsubscribe you can opt out by clicking on the "unsubscribe" link on the bottom of each newsletter.