Frequently Asked Questions
POLICIES -
Q: What is your return policy?
A: Love Token has a 14 day return policy on unworn merchandise in original packaging and condition. All Love Token pieces are inspected for quality prior to shipping, and any items that are worn or damaged may not be returned. Restocking fees may apply, and "All Sales Final" rules may apply as well. For full details on our return policy and procedures, please visit our return policy page here.
Q: What is your privacy Policy?
A: Privacy policies are like reading a boring 10 page legal document that no one can seem to understand. If you so dare to see, you can view it here.
PRODUCTS & PRICING –
Q: I purchased an item last week and now I see it on sale for less. Can you refund me the difference?
A: We live in a day and age where online prices fluctuate almost daily. Even on big online retailers like Amazon.com, a products price can change up or down hourly and multiple times per day. As a consumer, one must understand that pricing can and will change all the time, and we cannot refund the difference afterwards.
If the item you purchased is now priced higher/more the next day, can we reach out to you and ask you to pay the difference and you give us more money? Certainly not ;)
Q: What is your clothing sizes like? Do they run smaller than normal? Larger than?
A: Great question. Our clothing sizes are very "Traditional American" sized. We try our best to maintain a standard of sizing in all our products. The best way to gauge our sizing is as follows:
- Our "X-Small" is a comparable to other brands Sizes 0 - 2
- Our "Small" is a comparable to other brands Sizes 4 - 6
- Our "Medium" is a comparable to other brands Sizes 8 - 10
- Our "Large" is a comparable to other brands Size 12
For more details on our sizing and fitting info, click HERE.
SHIPPING –
Q: Where do you ship from?
A: The sunshine state: Los Angeles, California.
Q: What exactly is 'Economy Shipping' and how does it differ from Ground or Expedited Shipping?
A: Its a slower, less costly method of shipping. We periodically may have a "Free Economy Shipping " promo run from time to time. We do offer the option in checkout if you would still prefer to pay for UPS ground or expedited shipping, but if you are not particular on time and want to cheapest possible shipping (when available, Economy will be an option in checkout), Economy is the way to go for the cheaper route and can typically take 6-7 business days to arrive once shipped.
Q: How long will it take to get my order?
A: It takes 1-2 business days for us to process your order once you have submitted it. Once its processed, it will then ship out from our Los Angeles Distribution Center and take another 1-5 business days to deliver (within the USA) depending on what state you live in, and what delivery options you chose (Economy, Ground, 3-Day, Next Day, etc). For more info on our Shipping policy, click HERE.
Keep in mind we are closed during the weekends, so orders placed late afternoon on a Friday will most likely ship out that following Monday.
Q: Do you do International Shipping?
A: Yes we do! Please see your item in checkout and choose your Country/Region and the appropriate delivery service of your choice to view the available carrier shipping methods & charges. Please note that the recipient/customer is responsible for any Duty/Customs Charges/Fees associated with international border deliveries, if any apply.
Q: My delivery tracking says its 'delivered', but it's not here.
A: With "delivery scams" on the rise where people to claim to not receive their package (but actually did), major delivery companies are now taking action. With today's modern technologies, all major delivery services (FedEx, UPS, USPS) are now equip with GPS enhanced package scanners and delivery truck 'dash cameras'. At the time of delivery and scanning of the package on your doorstep, technology now pin-points the GPS location of the package scan as well as captures a video camera feed from the trucks surroundings, and saves this information for every delivery made for up to 30 Days.
So your package hasn't been delivered, but its marked as "delivered"? NO WORRIES, we can easily open a claim with the delivery provider and recover the GPS location and video footage of the delivery made. This way we can see exactly where your package is, and work this out together.
ORDERS –
Q: I just placed an order today and need to make a change on my order, can I?
A: If you have not received an email from us stating that it shipped out, the only changes we can make are:
- Cancelling an entire order or removing an item(s) entirely from the order
- Correcting a typo in your name or address
However we cannot:
- Cannot change items to different ones
- Cannot Add items
- Cannot change colors or sizes
- Cannot change shipping services
Once it (your order) leaves our facility and is in the hands of the shipping carrier, there is nothing we can do at that point. You'll have to follow the return instructions from our return policy and return the item to make changes.
Q: I just placed an order online, but right after... I received an email saying my order has been canceled. How Come?
A: There are many of reasons this may have happened to you:
- Sometimes an item has run out of stock at the time you purchased it. Our inventory says we had it, but its not here. It happens to the best of us, but unfortunately we had to cancel the order. Your credit card did not get charged, and only gets charged once an item is marked as 'shipped'.
- We do not ship to PO BOXES, and our web system will catch it and auto-cancels your order.
- You have been a blacklisted customer and are no longer allowed to purchase from us. We reserve the right to refuse service to anyone.
RETURNS –
Q: You offer FREE returns, right?
A: Unfortunately, No we do not. We do not provide "pre-paid return shipping labels". Return shipping costs are at the customers expense. However there are specifics in place that will protect the customer if they received damaged or defective goods, please see our full return policy here.
Q: What does "All Sales Final" mean?
A: These types of items are discounted so low, that they are not eligible for returns. These types of products usually are Clearance or Blowout items, and if the product is of this type, the products pages will say "All Sales Final" on them for all customers to see prior to purchasing it. Again, these item types are not eligible for a return or refund.
HOURS OF OPERATION –
Q: When is Love Token open and operating?
A: We are here to serve you, Monday through Friday from 10am to 4pm PST. We are closed during weekends and major holidays.
Q: Which is best? Should I call you, or Email you?
A: The best method of contacting us, is through our online contact us form. But if you need to mail us some snail mail, our address is listed at the end of this page.
MARKETPLACES & RETAILERS –
Q: Where can I buy Love Token products from?
A: You can purchase our products here on our website directly, or we have a list of all our authorized dealers below:
- Nordstrom Rack
- Neiman Marcus
- Saks OFF 5TH
- Anthropologie
- And many more boutique shops and brick-n-mortar stores...
Q: I purchased a Love Token item from a non-authorized dealer and need some product assistance, what do I do?
A: Unfortunately, all purchases made from non-authorized dealers are void from our Love Token Return Policy. For assistance, you need to contact the non-authorized dealer and work with them for help.
CONTACT INFO –
Q: How can I contact you if my questions are not listed here?
LOVE TOKEN
1511 Paloma Street
Los Angeles, CA 90021
United States
Monday to Friday: 10am - 4pm PST
Email us HERE