Customer Service
If you have a question, please check the list of frequently asked questions below— we may have already answered it!
But hey, we can’t read minds. If you need further assistance, please feel free to contact us by phone (1-866-587-5942), via help ticket, or by email.
What is a help ticket, you may ask? Well, we’ve covered it below.
Is your site secure?
Does your website happen to work best on any particular browser?
Oops! What if I have forgotten my password?
How do I change my password?
What is a ticket and how does it work?
What is the strange orange box on the bottom of some pages of your website?
What credit cards do you accept?
Do you charge sales tax?
How can I check the status of my order?
How can I change my order?
What if an item is sold out?
What is your return policy?
How do I return?
What shipping options do you offer? Do you ship internationally?
From where do you ship your merchandise?
Why yes it is! Thank you for asking. What can we say? We love you and are committed to protecting your privacy. We shall do so by processing all orders over the most secure Internet connections using Secure Socket Layer (SSL) encryption technology.
Does your website happen to work best on any particular browser?
Although we work really hard to make sure our website is at its very best on a variety of browsers, our site is most compatible with Firefox. Download Firefox for free here.
Oops! What if I have forgotten my password?
No worries. Just click on the “log in” link in the top menu bar. Next click on the “Lost Password” link in the pop-up. By entering your registered email address or user name, an email will be sent with a one-time log in, which will redirect you to your account page so that you may reset your password. Or, just get started from here.
Resetting your password, or any account information is easy! Once you are logged in, click on the “edit” tab on your “My Account” page.
What is a ticket and how does it work?
Well, where should I begin? There are many reasons as to why one would open a ticket… comments, concerns, issues, suggestions, and of course, compliments. You can open a ticket by sending an email to help@iloveshop.com or using the web interface. The benefit to the ticket system is that all correspondence between you and iloveshop.com pertaining to the particular subject matter of that ticket is recorded as a conversation; much like a time-delayed instant message. Through this system, the response history of that ticket can be referenced at any time. We think that this is a very helpful feature and will save you the time and energy of having to explain yourself more than once to multiple people.
What is the strange 
on the bottom of some pages of your website?
We are so glad you asked! That strange denotes that there is an RSS feed on that page. RSS stands for Rich Site Summary or Really Simple Syndication. Basically, these buttons are on the bottom of every brand and category page, as well as the “What’s New” page. By clicking the orange button on a particular page, you will be informed of any updates made to that page through the news reader on your desktop or web browser. For example, if an item by your favorite designer has been added to the website you can know about it before ever having to browse for it on the site and link to it directly from your news reader. If you don’t happen to know very much about RSS feeds, we encourage you to research it. It’s easy and super cool.
What credit cards do you accept?
We accept Visa, Mastercard, American Express, and Discover. Yay!
No, unless you live in New York, than the answer is “sometimes yes”. New York residents will be charged 8.375% sales tax for all items considered accessories regardless of price, and clothing and shoes $110 and over. All items considered clothing and/or shoes under $110 will not be taxed, hence the “sometimes yes”. Hey, we didn’t make the rules. We just follow them.
How can I check the status of my order?
You shouldn't have to! You'll receive email as soon as your order is confirmed, and again once the package is shipped. However, if you'd like to check anyway: once you have placed an order, you can view your order summary and status by going to “My Account” in the top menu bar and clicking on the "Order History" link. Everything you could possibly want to know, about your order that is, can be found there.
Unfortunately, once an order has been placed it cannot be modified, But it doesn’t hurt to try. You can do so by contacting Customer Service immediately and we will do our very best to help you.
Sometimes we won’t have enough for everybody, despite our every effort to do so. Should that be the case, and an item you have ordered is sold out, you will be notified immediately. If you’d like, we can offer alternatives to that item and your order total will reflect any alterations that have been made.
We hope you adore everything you purchase from us at iloveshop.com. We try our best to describe everything to the fullest detail and make helpful suggestions, but we understand that occasionally things aren’t quite what you imagined. Should that be the case, you can return the merchandise you are unhappy with- unworn, unwashed, and in original condition within 14 days of receipt. Shoes must be unworn and in the original box, with no tape or mailing labels. Unfortunately, all candles and lingerie are final sale. Jewelry is only subject to repair or replacement within 14 days of receipt. All sale items are final sale. Refunds/exchanges are subject to iloveshop.com’s discretion based on the condition of the goods at the time of return. Returns for iloveshop.com merchandise will not be accepted at our Lower East Side retail location.
We want to make sure that your returns are handled properly and in a timely fashion, so we have implemented a dandy system that is just as fun as it is easy to use-- (ok, maybe not “fun”, but it is easy!)
- First, you must send a return request to help@iloveshop.com. Please include the Transaction ID number, specific item(s) that you wish to return, and your ideal resolution (refund/exchange/repair/replacement). Be as detailed as possible!
- Once you have received a return authorization number via email, please send the item(s) and a copy of the invoice securely packaged, pre-paid, and insured with the return authorization number clearly marked on the outside of the package to: Returns @ shop. 94 Orchard Street. New York, NY 10002.
- And that’s all! We will take care of the rest. Although, we’ll try to be expeditious, please allow two weeks for your return to be processed.
Also, don’t forget that all returns must be authorized by iloveshop.com. We cannot ensure that packages sent without a return authorization # will be accepted returns and thus your card will not be credited. We are also not responsible for packages that are lost without proof of delivery. So let’s keep it orderly people!
What shipping options do you offer? Do you ship internationally?
Oh boy, do we have options for you! We ship domestically AND internationally via UPS. Shipping rates are calculated by the weight of the package, destination, and service option. Options for delivery are as follows and apply to orders placed before by 2:00P.M. EST Monday-Friday. Orders placed after 2:00 P.M. EST will be processed the next business day, at which point the selected delivery option will take affect.
DOMESTIC
- UPS Next Day Air Early A.M. – Delivered overnight by 8:00 A.M.
- UPS Next Day Air – Delivered overnight by 10:30 A.M.
- UPS Next Day Air Saver – Delivered overnight by 3:00 P.M.
- UPS 2nd Day Air A.M. – Delivered two-day by 10:30 A.M.
- UPS 2nd Day Air – Delivered two-day
- UPS 3 Day Select – Delivered three-day
- UPS Ground – Delivered day-definite one to five days
INTERNATIONAL
- Canada Standard – Day-definite economical delivery to all addresses in the 10 provinces of Canada.
- UPS Worldwide Express – Delivered one to three days by 10:30 A.M. or 12:00 P.M. to major business centers in 45 countries and territories.
- UPS Worldwide Express Plus – Delivered next business day to major metropolitan areas in Canada by 8:30 A.M. Guaranteed delivery by 9:00 A.M. the second business day to major business centers in Europe and Asia, and to other destinations in Asia by the third business day.
- UPS Worldwide Expedited – Delivered day-definite two to five days.
Unfortunately, we cannot ship to Army Post Office (APO) and Fleet Post Office (FPO) addresses. We can ship to P.O. Boxes, but they may experience delays and are not covered by any UPS service guarantee. We strongly recommend using a street address, if at all possible.
From where do you ship your merchandise?
We lovingly process and ship all orders from our HQ in NYC.
