HELP and CONTACT
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 business 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 10-12 business days for delivery. Most UK items arrive within 3-5 business 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.
Worldwide shipping and postage fees.
Our online store ships worldwide. Postage price depends on number of items ordered and destination. UK rates start form £4.50 and for orders over £50 postage is free from charge. When shipping to countries that incur VAT charges we cannot cover the import fees.
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, refund sent on checking the goods are un-used and in new condition, we cannot return delivery costs.
LONG cannot be held accountable for the loss of incoming mail, generally, our customers return parcels using a tracked mail service; please ensure you obtain a certificate of posting. In order to receive our return address please send us a message using the contact form below.
For further general enquires:
If you’re query has not been answered by any of the above fill in our contact form below. (please allow up to 48 hours for a reply) (firstname.lastname@example.org)
For media / wholesale related questions:
If you have any media or wholesale related question (stockists, press, TV, websites, sponsorship, endorsements, photo shoots etc.) please fill in our contact form below. (or email email@example.com)
Terms and Conditions
1.1 “Buyer” means the individual or organisation who buys or agrees to buy the Goods from the Seller
1.2 “Consumer” shall have the meaning ascribed in section 12 of the Unfair Contract Terms Act 1977
1.3 “Contract” means the contract between the Seller and the Buyer for the sale and purchase of Goods incorporating these Terms and Conditions
1.4 “Goods” means the articles that the Buyer agrees to buy from the Seller
1.5 “Seller” means LONG CLOTHING LIMITED, Registered in England and Wales 7017418, operating from: Unit 1A – Middlebrook Farm, Hoe Lane, Nazeing, EN9 2RJ
1.6 “Terms and Conditions” means the terms and conditions of sale set out in this agreement and any special terms and conditions agreed in writing by the Seller
1.7 “Website” means and applies jointly to LONGCLOTHING.COM
2.1 Nothing in these Terms and Conditions shall affect the Buyers statutory rights as a Consumer.
2.2 These Terms and Conditions shall apply to all contracts for the sale of Goods by the Seller to the Buyer and shall prevail over any other documentation or communication from the Buyer.
2.3 Acceptance of delivery of the Goods shall be deemed conclusive evidence of the Buyers acceptance of these Terms and Conditions
2.4 Any variation to these Terms and Conditions (including any special terms and conditions agreed & between the parties) shall be inapplicable unless agreed in writing by the Seller
2.5 Any complaints should be addressed to the Seller’s address stated in clause 1.5.
3.1 All orders for Goods are available to the Buyer to purchase Goods pursuant to these Terms and Conditions and are subject to acceptance by the Seller. The Seller may choose not to accept an order for any reason.
3.2 Where the Goods ordered by the Buyer are not available from stock the Buyer shall be notified and given the option to either wait until the Goods are available from stock or cancel the order and receive a full refund within 28 days.
4 PRICE AND PAYMENT
4.1 The price of the Goods shall be that stipulated on the Website. The price is INCLUSIVE of VAT. The price EXCLUDES delivery charges.
4.2 The total purchase price, including VAT pus delivery charges, will be displayed in the Buyers shopping cart prior to confirming the order.
5 RIGHTS OF SELLER
5.1 The Seller reserves the right to periodically update prices on the Website, which cannot be guaranteed for any period of time.
5.2 The Seller reserves the right to withdraw any Goods from the Website at any time.
5.3 The Seller shall not be liable to anyone for withdrawing any Goods from the Website or for refusing to process an order.
6.1 Goods supplied within the UK will normally be delivered within 7 days of acceptance of order.
6.2 Goods supplied to Europe will normally be delivered within 14 days of acceptance of order.
6.3 Goods supplied to Rest of the world will normally be delivered within 21-28 days of acceptance of order.
6.4 Delivery of the Goods shall be made to the Buyers address specified in the order and the Buyer shall make all arrangements necessary to take delivery of the Goods whenever they are tendered for delivery. LONG CLOTHING will not be liable if customers give incorrect delivery details at time of ordering for loss of goods.
6.5 Risk in the Goods shall pass to the Buyer upon delivery of the Goods.
7 CANCELLATION OF AN ORDER
The Buyer may cancel the order for any reason up to the point of dispatch and any payments made by the Buyer shall be refunded in full within 28 days.
8 FAULTY ITEMS
8.1 The Buyer shall inspect the Goods immediately upon receipt and shall notify the Seller by telephone, email or writing within 7 days if the Goods are damaged or do not comply with any of the Contract. If the Buyer fails to do so the Buyer shall be deemed to have accepted the Goods.
8.2 Where a claim of defect or damage is made, or the wrong goods have been sent, the Goods shall be returned by the Buyer to the Seller within 28 days of delivery. The Buyer shall be entitled to a replacement or a full refund (including delivery costs) plus any return postal charges if the Goods are in fact defective.
8.3 Goods must be returned by the Buyer within 28 days of cancellation in the original packaging and should be adequately insured during the return journey. The Buyer will receive a refund of all monies paid for the Goods (including delivery charges, if any, and return postal charges). If the Buyer fails to return the Goods following cancellation, the Seller shall be entitled to deduct the cost of recovering the Goods from the Buyer.
9 UNWANTED ORDERS
9.1 In the event of the goods being unsuitable the Buyer shall be responsible for returning of the Goods to the Seller and any postage costs involved within 28 days. The Buyer will be under a duty to take care of the Goods until they are returned to the seller. A £5.00 handling fee will be charged and deducted from refund.
9.2 Goods to be returned must include the details of the order number enclosed with the order and clearly stating a refund or an exchange. In the event of an exchange the Buyer is responsible for the postage costs to return the Goods back to the Buyer.
9.3 Where returned Goods are found to be damaged or soiled due to the Buyers, the seller will only return the order to the customer once re delivery charges have been paid by the buyer.
10 LIMITATION OF LIABILITY
10.1 Except as may be implied by law where the Buyer is dealing as a Consumer, in the event of any breach of these Terms and Conditions by the Seller the remedies of the Buyer shall be limited to damages which shall in no circumstances exceed the price of the Goods and the Seller shall under no circumstances be liable for any indirect, incidental or consequential loss or damage whatever.
10.2 Nothing in these Terms and Conditions shall exclude or limit the liability of the Seller for death or personal injury resulting from the negligence of the Seller or that of the Sellers agents or employees.
No waiver by the Seller (whether express or implied) in enforcing any of its rights under this contract shall prejudice its rights to do so in the future.
12 FORCE MAJEURE
The Seller shall not be liable for any delay or failure to perform any of its obligations if the delay or failure results from events or circumstances outside its reasonable control, including but not limited to, acts of God, strikes, lock outs, accidents, war, fire, failure of any communications, telecommunications or computer system, breakdown of plant or machinery or shortage or unavailability of raw materials from a natural source of supply, and the Seller shall be entitled to a reasonable extension of its obligations.
If any term or provision of these Terms and Conditions is held invalid, illegal or unenforceable for any reason by any court of competent jurisdiction such provision shall be severed and the remainder of the provisions hereof shall continue in full force and effect as if these Terms and Conditions had been agreed with the invalid illegal or unenforceable provision eliminated.
14 CHANGES TO TERMS AND CONDITIONS
The Seller shall be entitled to alter these Terms and Conditions at any time but this right shall not affect the existing Terms and Conditions accepted by the Buyer upon making a purchase.
15 GOVERNING LAW AND JURISDICTION
These Terms and Conditions shall be governed by and construed in accordance with the law of England and the parties hereby submit to the exclusive jurisdiction of the English courts.
What we collect
We may collect the following information:
- contact information including email address
- demographic information such as postcode, preferences and interests
- other information relevant to customer surveys and/or offers
For the exhaustive list of cookies we collect see the List of cookies we collect section.
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
- Internal record keeping.
- We may use the information to improve our products and services.
- We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
- From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal information
You may choose to restrict the collection or use of your personal information in the following ways:
- whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
- if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at firstname.lastname@example.org
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to email@example.com.
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.
List of cookies we collect
The table below lists the cookies we collect and what information they store.
|COOKIE name||COOKIE Description|
|CART||The association with your shopping cart.|
|CATEGORY_INFO||Stores the category info on the page, that allows to display pages more quickly.|
|COMPARE||The items that you have in the Compare Products list.|
|CURRENCY||Your preferred currency|
|CUSTOMER||An encrypted version of your customer id with the store.|
|CUSTOMER_AUTH||An indicator if you are currently logged into the store.|
|CUSTOMER_INFO||An encrypted version of the customer group you belong to.|
|CUSTOMER_SEGMENT_IDS||Stores the Customer Segment ID|
|EXTERNAL_NO_CACHE||A flag, which indicates whether caching is disabled or not.|
|FRONTEND||You sesssion ID on the server.|
|GUEST-VIEW||Allows guests to edit their orders.|
|LAST_CATEGORY||The last category you visited.|
|LAST_PRODUCT||The most recent product you have viewed.|
|NEWMESSAGE||Indicates whether a new message has been received.|
|NO_CACHE||Indicates whether it is allowed to use cache.|
|PERSISTENT_SHOPPING_CART||A link to information about your cart and viewing history if you have asked the site.|
|POLL||The ID of any polls you have recently voted in.|
|POLLN||Information on what polls you have voted on.|
|RECENTLYCOMPARED||The items that you have recently compared.|
|STF||Information on products you have emailed to friends.|
|STORE||The store view or language you have selected.|
|VIEWED_PRODUCT_IDS||The products that you have recently viewed.|
|WISHLIST||An encrypted list of products added to your Wishlist.|
|WISHLIST_CNT||The number of items in your Wishlist.|