Online Order FAQ

Why did my product come shrink wrapped?

To offer the lowest cost in shipping to our customers, we will occasionally repackage products that come in large boxes or clamshells.

How will charges appear on my statement?

TLS Direct will appear as the merchant.

My product is defective, what should I do? (Return Policy)

All sales are final. Since many of our products are personal and come in contact with body parts and bodily fluids, we do not offer returns. This is simply to ensure that all of our customers receive brand new and never used items.


However, we will process exchanges for defective products purchased from thelovestore.com within 30 days with a valid order confirmation email. If your purchase falls beyond that, please check with the manufacturer for their return policies.


If you would like to inquire about a return please send an email to online@thelovestore.com and include your order # in the subject line.

I do not like the product I ordered, what should I do?

Due to the nature of our products we only accept returns for defective items (Please see return policy above). We can recommend other products that may be able to meet your needs, please reach out to online@thelovestore.com.

The item I ordered does not fit, what should I do?

Information on Returns for Hanging Lingerie: We will accept returns for all pieces of hanging lingerie if they do not fit. The product must be unworn and contain all original tags to be eligible for returns. If you tried on the item to verify size, this does not classify the item as worn and will still be eligible for returns. Please email online@thelovestore.com to begin a return.


Information on Returns for Packaged Lingerie: We do not accept returns for packaged lingerie. However, the materials used in all boxed pieces of lingerie are made of a quality stretch material intended to fit a wide variety of body sizes.

The items I received were not what I ordered. What do I do?

Please get in contact with us at online@thelovestore.com and include your order number, the original product you purchased, and the product we sent you.