HELP / FAQ

We have two sizing systems that we use depending on the range. If you have any questions please contact us at Customer Care.
THIS IS A LOVE SONG basics implements numbered sizes which are the equivalent of S, M, L sizes for both women's and men's styles such as:
1 = S
2 = M
3 = L
THIS IS A LOVE SONG collection for women uses XS, S, M, L sizes and also have the equivalent UK, EU, and US sizes on the label.
For more details on size conversion please visit our Size chart here based on these measurements

HOW TO ORDER?
To purchase from our website please register for an account or log in if you already have an account. Browse through our online shop categories for an item you like. If you wish to purchase an item click 'Add to bag' where you can then choose to check out or continue shopping. Before you decide to check out, review your order summary and total then continue to checkout with Paypal where you will then be asked to log in to your Paypal account to pay for your order. Once you have logged in to your PayPal account please review the info and press continue to go back to our website and confirm the final order.

WHEN I WILL BE CHARGED FOR MY ORDER?
Once you have completed your order and payment, your PayPal account will be charged. You will only be charged for the items that are shipped to you, along with the chosen shipping method and extra shipping and handling fees if applicable. 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.

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!

HOW DO I CHECK MY ORDER STATUS?
To check your order status, please sign in to your account and click on “My Account” where you will be able to view your recent order history.

WHERE DO YOU SHIP TO?
THIS IS A LOVE SONG currently ships globally. Shipping and handling fees vary depending on the destination.

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 ship your order from INDONESIA using EMS Indonesia postal services. (ems.posindonesia.co.id)

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 or emailing your Order ID to Customer Care.

HOW LONG DOES SHIPPING TAKE?
International shipping to Europe and the Americas may take up to fourteen days from the date of dispatch. International shipping to Asia and Australia may take up to ten days from the date of dispatch. Domestic shipping within Indonesia may take up to three days from the date of dispatch.

HOW CAN I TRACK MY SHIPMENT?
Make sure you have your tracking number on file which is emailed to you upon the dispatch of your order. With this unique code you can log on to www.track-trace.com/post to track your order delivery.

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.

WHAT IS THE CURRENCY OF THE WEBSITE?
We currently deal with USD or United States Dollars.

HOW CAN I KNOW HOW MUCH AN ITEM IS IN MY CURRENCY?
We currently do not have a built in currency converter but we are working on this for the future. For now please use online currency converters for reference. We recommend www.xe.com

WHAT PAYMENT METHODS DO YOU ACCEPT?
THIS IS A LOVE SONG accepts payment via PayPal only. PayPal doesn’t require you to have an account with them so you can simply make a payment as a PayPal guest as long as there is a valid credit card. For PayPal enquiries please go here.

I DON’T HAVE PAYPAL AND IT WON’T LET ME USE PAYPAL AS A GUEST.
Please contact Customer Care and we can find a payment method that suits you.

WHEN I WILL BE CHARGED FOR MY ORDER?
Once you have completed your order and payment, your PayPal account will be charged. You will only be charged for the items that are shipped to you, along with the chosen shipping method and extra shipping and handling fees if applicable. Orders are subject to verification and acceptance before shipping. We are not responsible for typographical errors.

THIS IS A LOVE SONG has a no refund policy and will only exchange if the product is faulty. You may exchange for any product on the website which has the same value or less. If the value is more than the original purchase extra fees will apply. Returned items should be unused and must be returned in original packaging with any enclosed documentation. Return postage and handling will be paid by the customer. We have the right to refuse a return if it does not comply with the above.
Once we have received the returned item, please permit up to seven days for us to replace and dispatch the replacement to you. If the returned for exchange item is not in stock this process may take longer in which we will notify you via email. If you have any further questions, please contact Customer Care.

We work hard to please you, our customer! And we would appreciate any feedback to provide a better service to you. Please email all your comments and suggestions to Customer Care. Thank you!

HOW DO I CONTACT CUSTOMER SERVICE?
You can do so by emailing help(at)thisisalovesong(dot)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 weekend but rest assured you will hear back from us as soon as possible!

ONLINE SHOP & WEBSITE
THERE IS A GLITCH, WHAT DO I DO?
If you encounter any errors within the website please forward the issue to Customer Care so we can help you on solving the issue. Beforehand we would like the apologize for the inconvenience.

OFFLINE SHOP
DO YOU HAVE A PHYSICAL STORE?
Yes we do and we would love it if you were in town to come and say hi! We heart Bali and so would you so come visit us in our location:

THIS IS A LOVE SONG CONCEPT STORE
Jalan Kayu Aya 3, Seminyak – Bali INDONESIA. Click here for directions.

I HAVE BEEN TO YOUR STORE IN BALI AND SAW SOMETHING I LIKE BUT IT IS NOT ONLINE. HELP!
Good news is your not imagining things but the bad news is, is that it is only available from our Concept Store because it is either:
a) a THIS IS A LOVE SONG brand but exclusive to our Concept Store
b) not our brand, but another brand that we love and stock only in our Concept Store
If you remember what it was that caught your eye and what amazing brand is responsible for it do email Customer Care and we will gladly assist you.

DO YOU STOCK THIS IS A LOVE SONG ELSEWHERE?
Yes we do! We also stock THIS IS A LOVE SONG in our Concept Store in Bali as well as globally as you can see in our list of stockists here.