Please read before contacting:
If you have a query about an order or missing item, please allow 14 days before contacting us.
We send ALL items first class within 3 working days of charging your order, however Royal Mail can occasionally take a little longer to get your order to you. If you order is international, please allow at least 28 days for delivery. Most UK items arrive within 3-5 working days of placing the order, and internationally within 21 days depending on destination (orders will most likely arrive before these guides)
Please look at the frequently asked questions below to help answer any customer service issues you may have before contacting us.
Do you ship worldwide and how much is postage?
Our online store ships all items worldwide. Postage price depends on number of items ordered and destination. Rates start form £4.50 and for orders within the UK over £50 postage is free.
I ordered my item X days ago, when will it arrive?
Before contacting us to ask about delivery of an order, please allow up to 7 business days within the UK and 14 business days for outside.
It’s been over the stated time, why have my items still not arrived?
Please contact us and state your order number and email address used to make payment along with the items that have not arrived. Without these details we cannot help.
When are you getting X item back in stock?
If an item is out of stock it will usually be restocked within 14 working days. To keep updated on products please join the LONG mailing list.
I’ve received an incorrect item, what should I do?
If you receive an incorrect item please contact us and state your order number and email address used to make payment. We will then direct you on how to return your order and the correct item will be resent.
What is your returns policy?
When returning items for a refund, please ensure you include your order number, email address and the reason for returning the item. Refunds will only be actioned for orders made within a 30 day period.
You will need to return your item(s) to LONG at your own cost, on checking the goods are un-used and in new condition, we charge a £5.00 admin/handling fee and cannot return delivery costs.
LONG cannot be held accountable for loss of incoming mail, so it is your responsibility to ensure the parcel reaches us safely. Generally our customers return parcels using Royal Mail’s 1st or 2nd class service; please ensure you obtain a certificate of posting if you decide to use either. In order to receive our return address please send us a message using the contact form below.
For further general enquires:
ONLY if you’re query has not been answered by any of the above please click here to fill in our contact form. (please allow up to 48 hours for a reply) (email@example.com)
For media / wholesale related questions:
If you have any media or wholesale related question (stockists, press, TV, websites, sponsorship, endorsements, photo shoots etc.) please click here to fill in our contact form. (firstname.lastname@example.org)
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