Online Order FAQ

Do you offer discreet shipping/packaging?

All orders are shipped in plain brown boxes or white mailers with no logos or company names on it. Your card statement will read a charge from TLS Direct.

How quickly will my order ship?

Each order will be processed within 3-5 business days. A tracking code will be emailed to you once your order has been shipped.

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.

What is shipping insurance?

Since we are not responsible for lost or stolen packages, we recommend that all customers purchase the flat rate insurance option during checkout. This insurance will allow you to file a claim for your missing packages and receive your money back if the package is lost or stolen. 


Please reach out to the carrier of your package, usually USPS or FedEx, and supply them with your tracking number which is included in your initial order confirmation email. You can file a claim at the below links for USPS or FedEx packages:

- USPS Claim Link: https://www.usps.com/help/claims.htm

- FedEx Claim Link: https://www.fedex.com/en-us/customer-support/claims.html


If you need your tracking numbers for claims please reach out to online@thelovestore.com. We are NOT responsible for lost or stolen and will not send out replacement product due to shipping issues.

What if I never received my package?

Once packages leave our fulfillment center the carrier becomes responsible for your package. We offer shipping insurance to ensure that you can file a claim and receive your money back if you never received your product.


Please reach out to the carrier of your package, usually USPS or FedEx, and supply them with your tracking number which is included in your initial order confirmation email. You can file a claim at the below links for USPS or FedEx packages:

- USPS Claim Link: https://www.usps.com/help/claims.htm

- FedEx Claim Link: https://www.fedex.com/en-us/customer-support/claims.html


If you need your tracking numbers please reach out to online@thelovestore.com