FAQs

 

Hopefully we have all the answers here for you but if we’ve missed something don’t hesitate to get in touch with us through our live chat (M-F, 10:00am-5pm PST) or email us help@thisisalovesong.com and we will be right with you!

1. PRODUCT & SIZING

TIALS is made to fit your every day and is tailored for everyone. Our sizing ranges from XS to XL and you can use our sizing guide to determine your size. We also will suggest sizing tips in the product description page.

You can also get in touch with one of our stylists at product@thisisalovesong.com to help you determine your size. We also understand that each body is different so we give you the options to choose different sizes for your tops and bottoms.

Our products are made of high-quality materials and durable elastics but we do suggest to follow our care instructions so that they last. These care instructions can be found within each garment. 

2. ORDER & STATUS

HOW TO ORDER?

To purchase from our website please register for an account. Browse through our SHOP NOW or EXCLUSIVE COLLECTIONS. If you wish to purchase an item, you will be prompted to select the size before adding to card. Before you decide to check out, review your order summary and total then continue to checkout with Paypal or Credit  Card.

WHEN I WILL BE CHARGED FOR MY ORDER?

Once you have completed your order and payment, your Credit Card or PayPal account will be charged.  Orders are subject to verification and acceptance before shipping. We are not responsible for typographical errors.

HOW DO I KNOW MY ORDER WAS ACCEPTED?

Once you have placed your order, we will send you a confirmation e-mail. Make sure you have submitted a working e-mail address so you can keep your order on file and to be sure add orders@thisisalovesong.com so your order confirmation does not go to junk mail.

I RECEIVED AN EMAIL TO VERIFY MY ORDER. WHAT DO I DO?

Sometimes our financial institution prompts us to verify payment information provided to make sure we follow the correct security steps for you. If you receive an email from us please provide all the information stated in the email so that we can process your order and ship your items. If in the case you are not comfortable providing such information via email we can get in touch via phone as well.

CAN I ADD OR REMOVE ITEMS FROM MY ORDER?

Once you have submitted your order, it is processed and you cannot add or remove any items from your order. To add you must make a new order.

CAN I CANCEL MY ORDER AFTER I HAVE PLACED IT?

We are very sorry but we don't allow cancellations on orders that have been placed. You will have to receive the order and return it and place a new order.

HOW DO I CHECK MY ORDER STATUS?

To check your order status, please sign in to your account or head to the TRACK MY ORDER page.

3. SHIPPING

Orders are packed and shipped Monday-Friday only. Please allow up to 3 days to process your order. Orders placed on the weekend and select holidays are processed on the next business day.


If we are unable to process your order due to inaccurate or incomplete payment information, your order processing may be delayed an additional 2 business days. Orders with out of stock item(s) may take an additional 5 business days to process and ship.

WHERE DO YOU SHIP TO?

THIS IS A LOVE SONG currently ships globally.

WHEN DO YOU SHIP MY ORDER?

We try to ship your order as fast as possible but it may take up to three working days for your order to dispatch. Orders placed over the weekend may be delayed for processing until the first work day of the week.

HOW DO YOU SHIP MY ORDER?

We have partnered with USPS to ship orders worldwide.

HOW WILL I KNOW IF MY ORDER HAS SHIPPED?

Once we have shipped your order, we will send you an email to confirm along with a tracking number for the shipment. You can also check the status of your order by signing in to your account.

HOW LONG DOES SHIPPING TAKE?

Shipping times vary. You can read more about it on our shipping page.

HOW CAN I TRACK MY SHIPMENT?

You can track your shipment on the TRACK MY ORDER page.

HELP. MY SHIPMENT HASN’T MOVED!

Don’t worry, your shipment is on its way to you but the tracking does not update every day. Each time the shipment is scanned through each portal will you be able to get an idea of where your shipment is.

WILL I BE CHARGED CUSTOM AND DUTY TAX?

Depending on your destination, there may be added tax charged by the custom’s department of your country. We are not responsible for these types of fees nor can we inform you what these exact fees would be.

4. PAYMENT

WHAT IS THE CURRENCY OF THE WEBSITE?

We deal with USD or United States Dollars but there is a currency converter on the upper right hand corner of the site.

WHAT PAYMENT METHODS DO YOU ACCEPT?

THIS IS A LOVE SONG accepts payment via PayPal and Credit Card.

HOW DO YOU REFUND PAYMENTS?

We will process any refund to the original payment method.

5. RETURN POLICY

We provide ONE free return or exchange for FIRST TIME customers, no matter where you are - no questions asked! Think of this as us getting to know you and your body. We want TIALS to fit you and be a part of your everyday. To start your free return email us here returns@thisisalovesong.com

All other returns and exchanges are accepted within 30 days of purchase from thisisalovesong.com

Items must be returned unwashed, unworn, undamaged, and with all tags attached.

SALE MERCHANDISE, UNDERWEAR, SELECT LINGERIE AND SWIMWEAR, AND GIFT CARDS / E-GIFT CARDS ARE ALL FINAL SALE ITEMS AND CANNOT BE RETURNED OR EXCHANGED, UNLESS REQUIRED BY LAW.
 

 

+ DOMESTIC RETURNS

We are able to process all US domestic returns through our returns manager. Log in here with the email address associated to your order to locate the item you would like to return or exchange.

 

+ INTERNATIONAL RETURNS

Returns and exchanges on Bralettes, Activewear, Swimwear and Accessories are accepted within 30 days of purchase as long as the item is unworn, unwashed and in the original condition with the original packaging you received them. We cannot process returns if the yellow returns tag is detached and hygiene stickers are missing.

We do not accept any returns on underwear for hygienic reasons or any final sale items.

We provide ONE free return or exchange for first time customers. You must be able to provide the shipping receipt in order to be reimbursed for STANDARD shipping. Please email us returns@thisisalovesong.com with subject FIRST RETURN and follow the general steps to process returns below.

All international returns are processed manually with these simple steps:

  1. Email returns@thisisalovesong.com with your order ID to obtain the Returns Form and RMA #
  2. Fill in the returns form provided
  3. Pack your item(s) and paperwork and take it to your local post office
  4. Mail your return using your carrier of choice to

THIS IS A LOVE SONG
ATTN: RETURNS
2610 Conejo Spectrum Street
Newbury Park, CA 91320
USA

  1. Provide your tracking # to returns@thisisalovesong.com once the item has shipped
  2. Keep your shipping receipts in the case we need to refund you
  3. Once we receive your item we will process your returns/exchange

IMPORTANT NOTES

  • For returns and exchanges, buyer is responsible for return postage
  • We only reimburse STANDARD shipping up to $20 for first-time purchases and wrong/defected items
  • We are not responsible for lost/stolen packages, shipping receipts, damaged shipments
  • Stocking fee applies of $2.95 per item.

+ DAMAGED, DEFECTIVE, WRONG ITEMS

Should you receive damaged, defective, or the wrong item(s), please return the merchandise within 30 days from the ship date.  

We will refund the return shipping costs if a copy of the shipping receipt is attached to the return form. We recommend using a carrier service that provides tracking. Please note: only standard carrier services will be refunded. 

To ensure proper processing, please select the appropriate Return Reason Code listed on your return form. In addition, please specify the damage, defect, or wrong item(s) on the return form. Upon receipt of your return, our Online Returns Department will inspect your merchandise. If you would like a replacement of the item(s), please write Exchange on the return form in the notes section. We will gladly send out a replacement of the original item(s) purchased, at no cost, as long as the merchandise is available. If the merchandise is not available, you will receive a refund to the original form of payment used to make your online purchase. Returns must be unworn, unaltered, and unwashed with all tags attached.  

6. CUSTOMER SERVICE

Our live chat and phone customer service hours are Monday to Friday 10:00am – 5:00pm PST otherwise you can always get in touch with us here (link to contact page)

HOW DO I CONTACT CUSTOMER SERVICE?

You can do so by emailing help@thisisalovesong.com and we will respond as fast as we can!

HOW LONG UNTIL I HEAR A REPLY?

We try to respond within 24 hours except on the weekends but rest assured you will hear back from us as soon as possible.

7. MISCELLANEOUS

THERE IS A GLITCH, WHAT DO I DO?

If you encounter any errors within the website please forward the issue to help@thisisalovesong.com so we can help you on solving the issue. Beforehand we would like the apologize for the inconvenience.