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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

Questions about your online purchase

  • Delivery to the United Kingdom with the current COVID-19 restrictions.

    Unfortunately, due to the current COVID-19 restrictions, our carriers are currently not able to ship to the United Kingdom until further notice. As soon as we're able to start shipping again, you will be able to choose the United Kingdom to your shipping country in the checkout.

  • I did not receive my order yet. When can I expect it?

    You can find our delivery times here. During very busy periods, shipments can take slightly longer. You should have received the tracking information via e-mail, make sure to also check your spam. With this, you can follow your order and see the expected delivery.

  • If I have questions, how can I contact your customer service?

    Our ladies from the customer service team are more than happy to help you with any upcoming questions. The easiest way is to contact us via our live chat. You can find the icon on the right corner of the website, we will answer within a few minutes. If you prefer so send an email, contact us via shop@lovestoriesintimates.com. We promise to get back to you within 1 business day the latest. For urgent matters, please call us during our business hours: +31 (0)20 820 2103. Business hours are 09:00-17:00h CET

  • I returned my order. When will I receive my refund?

    After we have received your package in our warehouse, your return will be processed and you will receive your refund within 5-10 business days. You will receive a confirmation email about this.

  • Can I change my order?

    Unfortunately, we are not able to make any 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 to keep.

  • 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 cancel my order?

    You have the right to cancel your order, however, as soon as an order has been processed by our warehouse a cancellation is not possible anymore. This usually happens very shortly after the order has been placed, as our warehouse tries to process all the orders as soon as possible. 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.

  • 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 our customer service team.

  • I cannot checkout, what can I do?

    If you have issues with the checkout, try to delete your cookies or use a different (preferably) incognito browser. It might sometimes also work to log out of your account and fill in the address manually. If it still does not work, please contact our customer service.

  • How many items can I order?

    Since we want to keep things fair and give everyone the chance to buy the desired product, we have a limit of 10 identical items per order. Everything above this will be considered as a B2B order and has to be placed by contacting sales@lovestoriesintimates.com

    There is no limit in ordering different items, in case you want to swap your whole wardrobe to Love Stories!

Questions about delivery & returns

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

    With a certain oder value you will get free shipping to your order. See the overview below to check if your order will be shipped for free:

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

    Free Shipping for orders above €150 for:
    United States, Canada, Cyprus, Croatia, Monaco, Malta,Vatican - below €150 shipping costs of €19 will be charged

    Free Shipping for orders above €200 for:
    United Kingdom - below €200 shipping costs of €25 will be charged

    Free Shipping for orders above €300 for:
    Rest of the World (excluding Russia) - below €300 shipping costs of €39 will be charged

  • 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
    Delivery within 1-4 working days

    Shipping destination: Europe
    Delivery within 2-5 working days.

    Shipping destination: Rest of the world
    Delivery within 4-7 working days.

    Once you’ve placed your order, our warehouse will process your order on the same day. If you place an order before 17:00h (CET) the order will be shipped on the same day as well. You will receive a tracking email as soon as the package has left our warehouse, so that you can follow your order!

  • How do I return my order?

    Got the wrong size or something was not to your liking? We got you covered with an easy return policy for carefree shopping.

    We accept 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. We offer free returns from the Netherlands, Germany Belgium, France and Spain and offer a good rate in our return platform for other EU countries. If you want to return from outside of the EU you can send back your order to our warehouse address. Please find all the detailed information and our return platform on our return page here.

  • Do I need to pay for the return costs?

    We offer free returns the Netherlands, Germany, Belgium, France and Spain. Return costs are not covered by Love Stories Intimates for returns from the rest of the world. However, we offer a label-download platform to offer you a good rate for your return (for EU countries). You can find out more about this on our return page here.

  • Can I track my order?

    As soon as your order leaves our warehouse you will receive a track & trace code from the carrier which you can use to track your order.

Questions about our products

  • What is my size?

    You can find our size guide here. If you are inbetween sizes, we usually recommend to choose the bigger size. If you are unsure about it feel free to reach out to our customer service team, our ladies are happy to help you finding the right size.
  • Where can I find more product information?

    On each individual product page you will find details about the product and its fabric composition. For this just scroll down a bit and you will see further information. Keen to know a bit more? Our Customer Service is happy to answer any questions. 
  • 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.
    • 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, you can check out our garment care page or visit the individual product page and check the care labels on your products.

Questions about payments 

  • What payment methods do you accept?

    We accept Mastercard, Maestro, Amex, iDeal, PayPal and VISA. For NL, DE and BE we also offer Klarna Pay Later. 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?

    You can pay for your order in the last step of your checkout. Here, all the possible payment methods will be visible. We accept Mastercard, Maestro, Amex, iDeal, PayPal and VISA. For NL, DE and BE we also offer Klarna Pay Later.

  • Is it safe to pay online?

    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.

  • When will I be charged?

    The payment will be charged as soon as the order is placed. In case of cancellation or return, the money will be back on your accoutn within 2-4 working days after the refund was made in our system.

Questions about our 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.