CLOSURE OF LONG TALL SALLY: FAQs

We're as sad as you are about closing Long Tall Sally but we're here to help, so if you've got questions, we've got answers. You'll find most of them below, along with contact details for our Customer Care team. Thank you for all your support.

Stay safe and stand tall, Team LTS.

For press enquiries please contact [email protected]

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DATA

What happens with any payment information stored in my account?

Customer payment details that are stored on the account wil be kept until the complete closure of the business. This is to allow refunds to be processed if you are to send items back after the website has closed. Please note, you can remove stored payment card details by logging into your account and updating 'My Payment Details'.

What will happen to the data you hold about me?

As set out in our Privacy & Cookie Policy, personal information was shared with certain third parties to help us organise and administer accounts. We are working with these third parties to ensure that all personal data they are holdingis permanently erased in accordance with the General Data Protection Regulation (GDPR) and we will also permanently erase any personal information we hold about you.

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ORDERS

What's the last date I can order from you?

You can continue to order up until our final day of trading. We will honour the appropriate returns period incase you decide to return your order. We anticipate trading through to the end of August 2020 and will keep you updated of any changes.

Can I still use cash on account?

Yes. We would suggest that you call the customer service team to place an order as soon as possible as we cannot refund the cash on account to a payment method. All contact details can be found in the 'Contact Us' section.

Can I use all payment methods including Klarna until you close?

Yes. We plan to continue to accept payment by all payment methods and will refund to your original payment method.

When will you turn off Klarna?

We plan to switch off Klarna on our final day of trading.

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GIFT CARDS

Can I still redeem my LTS gift card?

Yes, until we close the business. Currently we anticipate we'll be trading through to the end of August but we'll give you plenty of notice if that changes. Until then, please continue to redeem gift cards as usual, ie either online or via our Customer Care team, contact details above. We recommend you make a purchase soon while there's good stock and size availability.

Can I get a refund on a gift card?

Unfortunately, no. Please redeem with a purchase on the website as we can only refund back to the original payment method.

Can I still buy a gift card?

Unfortunately we have now stopped selling gift cards.

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RETURNS

What's the last date I can return a purchase?

Our returns window is 30 days from date of delivery.

Can I still return items?

Absolutely, you can continue to order and return as usual until we close. Currently we anticipate trading through end August, so if you order in August we will honour any subsequent refunds even once we have closed the site.

What happens if you close the business before I've received my refund?

We will process all refunds within the returns window.

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COLLEAGUE & SUPPLIER ENQUIRIES

What will happen to employees?

Sadly, all employees have now been served with notice of redundancy however our parent company TriStyle is sharing on a monthly basis any vacancies in the UK. We are incredibly thankful to our colleagues for their hard work and dedication. We are ensuring they are properly remunerated and supported throughout this process.

How many people are being made redundant?

85 employees in total with 19 based in our Croydon office and 66 in our London Head Office.

I am a previous Long Tall Sally employee. Who can I speak to about my question?

Please email [email protected] with your query.

Did you take advantage of the furlough scheme?

Yes. We used the the Job Retention Scheme which afforded us some breathing space but regretfully the shareholders can no longer continue to support the business.

I am a stock supplier. Who can I speak to about my question?

We are continuing to settle all valid outstanding supplier invoices.

Please contact [email protected] if you have any questions.

Can I purchase excess stock as a wholesaler?

Please direct your query to [email protected]

I am a recruiter/new employer seeking a reference for a previous employee?

Please email [email protected] with your query.

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STOCK

Will you be getting any new stock?

We are still awaiting a small number of styles. As they arrive, we'll add them to our New In category for you to enjoy shopping. We aren't receiving any further collections however.

Will any other retailers be selling LTS clothing?

We currently have no plans to sell our clothing and shoes to other retailers, however we remain open to discussions with interested third parties.

What will you do with your excess stock? Will it go to landfill?

We will endeavour to find charites to accept the stock where possible, however there may be circumstances where this is not possible and some stock will have to be destroyed.

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CLOSING OUR BUSINESS

I am very upset/sad/angry that you are closing.

Just like you, we are too. We know that many of you have shopped with us for many years, even decades and for your loyalty we are eternally grateful. Just like you, some of our staff have been with us for over 20 years, so it's very difficult saying goodbye to friends and colleagues who've become part of our family. This is a very hard time for all of us and we would like you to please think about this when getting in touch with our customer service team. We are here to help with any queries you may have but unfortunately we cannot change the decision that has been made to stop trading, however much we would like to. We hope you appreciate and understand this.

Are you in administration?

No. Our shareholders are supporting us, our suppliers and contractors throughout the closure process.

Are you seeking a buyer for the company?

We are open to the opportunity of finding a buyer for the business and or the business's assets.

Why are you closing?

Trade has been particularly challenging since 2017. In 2018 we embarked on a radical cost-cutting exercise, including the closure of all our stores, to try to strengthen our business. The changing economics of the high street, along with fierce competition, hit us hard. Since then, we've relied heavily on shareholder support to bolster LTS. The very sudden and very profound impact of Covid-19 has further weakened our position. The economic outlook is now too uncertain for our shareholders to continue to support the business.

When are you closing?

We currently anticipate that we will continue trading through August. If that changes, we will give you plenty of notice.

When will the website be switched off?

We will switch off our website on the final day of trading. A holding page will be displayed with FAQs and contact details for our Customer Care team.

Are you still sending catalogues?

No. We will not be sending out any printed catalogues, however, you can view an online version here

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CONTACT US

Got a question that's not answered in our FAQs?

We're here to help. Please contact our Customer Care team here.

Will the customer service team be operating as normal until closure?

We will be operating a normal service until closure. We anticipate a high volume of contacts, so please bear with us. Please just email once, no need to send follow up emails. Every query will be dealt with and we thank you for your patience.

Will you still be responding to queries on social media?

We will be monitoring social media but for the speediest resolution to your query, it’s best to contact us via email or telephone.