FAQ FAQ

FOR OUR UK CUSTOMER

Payments

We have lots of payment options so you can choose whichever is best for you. Whether that's credit or debit card, Amazon Pay, Paypal or buy now pay later options with Laybuy and Klarna. We take your security very seriously so you can be assured your details are safe with us.

We take fraud very seriously, all credit and debit card holders are subject to validation and authorisation by both us and the card issuer. To better protect our customers when shopping online by card you may be presented with 3D secure security measures when paying. This is dependent on your bank and you may be required to enter a password or get a security code via email or phone.

We offer 95 different currencies to make it even easier for you to shop.

We work with Laybuy and Klarna to give you buy now pay later options. To find out more information on Laybuy click here or more about Klarna click here

We aim to make this process as simple as possible, however each voucher code will have different T&Cs as to when this can be used. These should be featured on the marketing communication you were sent or a link to the site will be provided where you can find the details about that specific voucher code.

Of course! Use the standard returns process and our team will refund the price you paid for this item.

If your payment method had been declined then you will need to place your order again, unfortunately we aren't able to reinstate the order. Before you do this, speak to your banking or payment provider to see why this has happened. If payment has been taken please contact us through our live chat portal or contact form or call us on 03309122463.

We get it! We all love a bargain however you can only use one discount code on one order at a time.

I'm afraid we are unable to add a discount code to an order once the order has been placed with us. If you have had any problems placing an order then please contact our customer service team.

Laybuy offers online shoppers a simple interest free payment plan that lets you secure your purchase today and pay for it in 6 equal payments, once a week for 6 weeks. To use this payment option simply select this at the checkout, a soft credit check will be done and you will be sent a code to confirm your idenity. Log into Laybuy and complete your order in just minutes. Choose your payment day, view your schedule and then select pay now. Thats all! Your order will be on its way with scheduled weekly payments.

This bit is so easy! Just log onto your Laybuy account and you will be able to view your scheduled payments.

Klarna​ ​is​ ​a​ ​Swedish​ ​payment​ ​service​ ​provider​ ​that allows you to purchase your items today and pay nothing until up to 30 days later. They have worked with more​ ​than​ ​70,000​ ​online stores and​ over​ ​60​ ​million​ ​consumers​ ​worldwide​. To use this payment option simply select this at the checkout, a soft credit check will be done and you will be sent a code to confirm your identity. Your items will then be sent out to you, you can try these on in the comfort of your own home and return the ones you are unhappy with. Klarna will then adjust the amount due and you will need to pay the remaining balance in the 30 days.

This bit is so easy! Just log onto your Klarna account, select the outstanding payment and enter your bank details to pay!

Delivery

Can't wait for your delivery to arrive? Enter your tracking code here to see the status of your order. You can find this on your dispatch email. Don't have your order number? Log into your account with us and go to 'Order History'.

We have a range of delivery options to suit you:

Standard Tracked Delivery
Express Tracked Delivery
Guaranteed Next Day Delivery
Stated Day Delivery

For extra details on all our delivery options visit the delivery page here.

Yes we do! Order before 6:30pm Monday-Friday or 4pm on Sunday to get next day delivery straight to your home for only £6.99. This is a fully tracked service from dispatch to delivery with options to change the delivery date, arrange to leave your parcel somewhere safe, deliver it to your neighbour or drop it off at your local shop. Just make sure you allow an extra day on bank holidays!

First thing you can do is track your order! It will be able to tell you where your order is if it hasn't arrived yet. We do our absolute best to meet all delivery deadlines however, sometimes things can run a little slower than usual. If this doesn't provide you with the information you require please fill out the customer services contact form and they will be in touch as soon as they can!

We are really quick to pick and pack your order which means we are unable to make changes once you've placed it. This includes delivery options, delivery address or the payment method. If it is more items you need, you can simply place another order.

If you have received your dispatch confirmation from us, unfortunately we are unable to cancel your order and you will need to return the items back to us using your free return label.

If you have not received your dispatch confirmation, please contact our customer service team through our live chat portal, contact form or call us on 03309122463 and they will assist you in cancelling your order. Just one more thing! The payment will not appear back in your available balance straight away and can take up to 7 working days to show in your bank account. A cancellation email will be sent to you to confirm this has been processed.

We are sorry to hear that your item is faulty and would certainly love to get this resolved for you, please return the item back to us using your returns label that was included in your parcel. If you state on your returns invoice you require a refund or replacement then we will get that sorted for you as soon as its back with us.

Don't forget to check your junk folder, emails can get caught up in there. If you still can't find it then you can log into your account and check order history and you will be able to see all details of your orders. If you require the email confirmation to be re-sent then please contact our customer services team through the live chat portal, contact form or call us on 03309122463.

In this case you will need to contact customer services via the live chat portal or message them using the contact form. We can then look on a case by case basis to see what has happened here and get it resolved for you!

Not to worry! You can download our Royal Mail Returns label. You will need your order reference number handy, you can find this on your order confirmation email. The rest is easy! To return at the post office either print this at home or use the free label print service at your local branch by simply showing the QR code which will be sent to you via email. Keep hold of your returns tracking receipt as you might need this for future reference.

Sometimes an item can be missing from your parcel, but all our parcels are checked before they leave our warehouse. If an item is missing then please get in touch with our customer services team through the live chat portal, contact form or call us on 03309122463. We investigate on a case by case basis so we can work out what has happened and get the missing item out to you.

We are sorry that the item you have received is incorrect and we would certainly love to resolve this for you. Please return the item back to us using your free returns label in the parcel and mark on your returns invoice if you require a refund or replacement to be issued.

We will do everything we can to get the parcel back to you! We deal with this on a case by case basis and will speak to the courier to see if we can locate your parcel. If we cannot find your parcel we will send out a replacement to get to you as soon as possible.

Returns

Returns are FREE & Easy! Items in their original condition can be returned within 28 days of receiving your order. Follow these simple steps;

  1. Repack the item - the items you are returning need to be in a saleable and unworn condition otherwise your return may not be accepted.
  2. Let us know what you want to return and why - this is easy, just complete the returns code next to the item you are returning on your invoice or returns form and pop it inside the parcel
  3. Choose one of our return carriers - Royal Mail or Collect+
  4. Attach the relevant sticky label to your parcel and drop it in the post. Remember to get proof of postage!

The returns address is; Long Tall Sally, Returns Dept, Newcombe House, Bakewell Road, Peterborough, PE2 6XU

Don't worry! You have 28 days to return an item back to us from the day you received the parcel. Unfortunately we cannot accept returns out of this time frame.

Select either Collect+ or Royal Mail for returns - its super quick and easy.

A refund can take up to 21 days however we hope to process this much quicker for you. It can be up to 14 days to receive and process the return and then another 7 days for the refund to clear the banking systems. All refunds are issued in the same payment method as your original payment. An email confirmation will be sent to you when this has been processed.

Most of our product range can be returned through our quick and easy process. The only items which cannot are face masks, earrings and hair accessories due to hygiene reasons.

It can take up to 21 days for us to receive the items in our warehouse and process the refund. If it has been longer than this please contact customer services through the live chat portal, the contact form or call us on 03309122463 . Make sure you have your returns tracking number handy.

Due to the ever changing online product selection we cannot offer refunds if the price of a product changes after your purchase.

We aim to process each refund as quickly as we can. However, refunds can take up to 21 days to process. This includes up to 14 days for the parcel to be received by our warehouse and process your refund and 7 days for the refund payment to go through the banking system.

To make the process as quick and easy as possible refunds will always be processed in the same way as your original payment method.

We are sorry about that! Please contact our customer services team through the live chat portal or the contact form and we can get this resolved for you. This could be for a few reasons such as discounts or the delivery charge not being included.

We only refund the cost of the item when we process the return, not the delivery cost.

General enquiries

As a company we do not currently offer exchanges online. If the items are unsuitable for you and in an unworn condition, you can easily return them for a refund and place a new order online.

We are always looking for exciting new opportunities to work with you, whether that's at head office or working with us in partnership. Check out our careers page here for the latest vacancies. If you feel you are a model that could suit our brand please email some photographs to [email protected] and we will consider your application. If you would like more information on becoming a blogger then please contact us at [email protected] and we will be in touch.

We have made our website super easy to use so that you don't have to order by phone. If you are having any problems with this then please contact customer services through the live chat portal, contact form or call us on 033091122463.

Products

We have a team of experts with years of experience fitting tall clothing so we can ensure we fit and flatter your silhouette time after time. We have also created this easy to use guide so you can find the perfect fit first time.

Available measurements are listed in each item’s product description. Further information about clothing measurements are not available.

Right here! We have a brand new collection of jeans specifically designed for tall women, starting in a 32" inside leg up to a 38" inside leg. With two separate ranges there really is something for everyone. The Long Tall Sally range offers premium fabric and fastening finishes available in classic styles such as skinny jeans and bootcut jeans. The LTS range brings you a more fashion focused range capturing key high street trends like ripped knees and mom shapes.

All the time! We have new styles we know you will love coming into our warehouse everyday. We get these on site as quickly as possible ready for you to shop. Take a look at Coming Soon, where you can sign up to be notified by email when styles you love hit the website in your size. Missed out on styles you had your eye on? Not to worry, we also regularly restock lots of your favourite products, so you can sign up and get your hands on them next time.

We're sorry if you've received an email saying one or more of the items you've ordered is out of stock. Our online stock is updated regularly and is as accurate as possible, but sometimes, things fall through the net. We will still send the remainder of your order and refund you for the item that is not in stock. Keep an eye out - it may come back in stock!

Our website aims to make it as easy as possible to look for new products or brands. You can search for products and brands in the search bar which runs along the top of the screen or use the menu to find certain categories you are looking for. Go to New In to see the latest on-trend items.

My account

No, you don't need to set up an account to shop with us. When you get the checkout simply choose the guest checkout option.

If you open an account our system will store your details, so next time you order it will be quicker and easier. For your security, we will only store your credit or debit card details if you choose to do so - you can decline this option if you wish. You also have the option to sign up to emails and text messages so you will be first to know about great new products and offers available on site!

We've all done it! If you go to the customer log in page there will be a link to reset your password. Follow the email sent straight to your inbox to reset your password.

We are sorry you feel this way. You can unsubscribe to emails and texts at any time. Log onto your account and you can edit your preferences

FOR OUR INTERNATIONAL CUSTOMER

Payments

We have lots of payment options so you can choose whichever is best for you. Whether that's credit or debit card, Paypal or Amecian Express. We take your security very seriously so we can assure you your details are safe with us.

We take fraud very seriously, all credit and debit card holders are subject to validation and authorisation by both us and the card issuer. To better protect our customers when shopping online by card you may be presented with 3D secure security measures when paying. This is dependent on your bank and may require you to enter a password or get a security code via email or phone.

We accept 95+ currencies from all over the globe! This includes US, Canadian and Australian Dollars.

Unfortunately we don't have any credit options for our international customers at the moment, but we are looking into this - watch this space!

We aim to make this process as simple as possible, however each voucher code will have different T&Cs as to when this can be used. These should be featured on the marketing communication you were sent or a link to the site will be provided where you can find the details about that specific voucher code.

Of course! Follow the normal returns process and our team will refund the price you paid for this item.

If your payment method has been declined then you will need to place your order again, unfortunately we aren't able to reinstate the order. Before you do this, speak to your banking or payment provider to see why this has happened. If payment has been taken please let us know through our live chat portal or contact form.

We get it! We all love a bargain however you can only use one discount code on one order at a time.

I'm afraid we are unable to add a discount code to an order once the order has been placed with us. If you have had any problems placing an order then please contact our customer service team.

Delivery

Can't wait for your delivery to arrive? Enter your tracking code here to see the status of your order. You can find this on your dispatch email. Don't have your order number? Log into your account with us and go to 'Order History'.

We offer Standard Delivery to over 95 countries around the globe! Its a tracked service so you can follow your parcel every step of the way.

Yes! We have worldwide delivery options to over 95 countries so you can get your brand new styles straight to your door! Simply select your country and you will be able to shop in your local currency, language and be shown speedy delivery options to your country.

Unfortunately Next Day Delivery isn't available at the moment, but it is something we are looking into. We know this is disappointing when you need a quick delivery, however our standard delivery is tracked so you can follow your parcel every step of the way.

First thing you can do is track your order! It will be able to tell you where your order is if it hasn't arrived yet. We do our absolute best to meet all delivery deadlines however, sometimes things can run a little slower than usual. If this doesn't provide you with the information you require please fill out the customer services contact form and they will be in touch as soon as they can!

We are really quick to pick and pack your order which means we are unable to make changes once you've placed it. This includes delivery options, delivery address or the payment method. If it is more items you need, you can simply place another order.

If you have received your dispatch confirmation from us, unfortunately we are unable to cancel your order and you will need to return the items back to us using your preferred returns method.

If you have not received your dispatch confirmation, please contact our customer service team via our live chat portal and they will assist you in cancelling your order. Just one more thing! The payment will not appear back in your available balance straight away and can take up to 7 working days to show in your bank account. A cancellation email will be sent to you to confirm this has been processed.

We are sorry to hear that your item is faulty and would certainly love to get this resolved for you, please contact our customer service team who can arrange a free return on your behalf. If you can a photo of the faulty item when you contact us then we can get this resolved quickly and easily for you.

Don't forget to check your junk folder, emails can get caught up in there. If you still can't find it then you can log into your account and check order history and you will be able to see all details of your orders. If you require the email confirmation to be re-sent then please contact our customer services team through the live chat portal.

In this case you will need to contact customer services by messaging them using the contact form, Facebook Messenger or Twitter. We can then look on a case by case basis to see what has happened here and get it resolved for you!

We make international returns as simple and easy as possible. For all the details on how to do this please visit returns-page.

Sometimes an item can be missing from your parcel, but all our parcels are checked before they leave our warehouse. If an item is missing then please get in touch with our customer services team through the contact form, Facebook Messenger or Twitter. We investigate on a case by case basis so we can work out what has happened and get the missing item out to you.

We are sorry to hear that you have been sent the incorrect item and would certainly love to get this resolved for you, please contact our customer service team who can arrange a free return on your behalf. If you can a photo of the incorrect item when you contact us then we can get this resolved quickly and easily for you.

We will do everything we can to get the parcel back to you! We deal with this on a case by case basis and will speak to the courier to see if we can locate your parcel. If we cannot find your parcel we will send out a replacement to get to you as soon as possible.

Returns

We make international returns as simple and easy as possible. For all the details on how to do this please visit returns-page.

Don't worry! You have 28 days to return an item back to us from the day you received the parcel. Unfortunately we cannot accept returns out of this time frame.

You can return your parcel either through rebound or Global-E dependent on the country the items were delivered to. For more information on how to process your return please visit returns-page.

A refund can take up to 21 days however we hope to process this much quicker for you. It can be up to 14 days to receive and process the return and then another 7 days for the refund to clear the banking systems. All refunds are issued in the same payment method as your original payment. An email confirmation will be sent to you when this has been processed.

Most of our product range can be returned through our quick and easy process. The only items which cannot are face masks, earrings and hair accessories due to hygiene reasons.

It can take up to 21 days for us to receive the items in our warehouse and process the refund. If it has been longer than this please contact customer services through the contact form, Facebook Messenger or Twitter. Make sure you have your returns tracking number handy.

Due to the ever changing online product selection we cannot offer refunds if the price of a product changes after your purchase.

We aim to process each refund as quickly as we can. However, refunds can take up to 21 days to process. This includes up to 14 days for the parcel to be received by our warehouse and process your refund and 7 days for the refund payment to go through the banking system.

To make the process as quick and easy as possible refunds will always be processed in the same way as your original payment method.

We are sorry about that! Please contact our customer services team through the contact form, Facebook Messenger or Twitter and we can get this resolved for you. This could be for a few reasons such as discounts or the delivery charge not being included.

We only refund the cost of the item when we process the return, not the delivery cost.

General enquiries

As a company we do not currently offer exchanges online. If the items are unsuitable for you and in an unworn condition, you can easily return them for a refund and place a new order online.

We are always looking for exciting new opportunties to work with you, whether that's at head office or working with us in partnership. Check out our careers page here for the latest vacanices. If you feel you are a model that could suit our brand please email some photographs to [email protected] and we will consider your application. If you would like more information on becoming a blogger then please contact us at [email protected] and we will be in touch.

We have made our website super easy to use so that you don't have to order by phone. If you are having any problems with this then please contact customer services through the contact form, Facebook Messenger or Twitter.

Products

We have a team of experts with years of experience fitting tall clothing so we can ensure we fit and flatter your silhouette time after time. We have also created this easy to use guide so you can find the perfect fit first time.

Available measurements are listed in each item’s product description. Further information about clothing measurements are not available.

Right here! We have a brand new collection of jeans specifically designed for tall women, starting in a 32" inside leg up to a 38" inside leg. With two separate ranges there really is something for everyone. The Long Tall Sally range offers premium fabric and fastening finishes available in classic styles such as skinny jeans and bootcut jeans. The LTS range brings you a more fashion focused range capturing key high street trends like ripped knees and mom shapes.

All the time! We have new styles we know you will love coming into our warehouse everyday. We get these on site as quickly as possible ready for you to shop. Take a look at Coming Soon, where you can sign up to be notified by email when styles you love hit the website in your size. Missed out on styles you had your eye on? Not to worry, we also regularly restock lots of your favourite products, so you can sign up and get your hands on them next time.

We're sorry if you've received an email saying one or more of the items you've ordered is out of stock. Our online stock is updated regularly and is as accurate as possible, but sometimes, things fall through the net. We will still send the remainder of your order and refund you for the item that is not in stock. Keep an eye out - it may come back in stock!

Our website aims to make it as easy as possible to look for new products or brands. You can search for products and brands in the search bar which runs along the top of the screen or use the menu to find certain categories you are looking for. Go to New In to see the latest on-trend items.

My account

No, you don't need to set up an account to shop with us. When you get the checkout simply choose the guest checkout option.

If you open an account our system will store your details, so next time you order it will be quicker and easier. For your security, we will only store your credit or debit card details if you choose to do so - you can decline this option if you wish. You also have the option to sign up to emails and text messages so you will be first to know about great new products and offers available on site!

We've all done it! If you go to the customer log in page there will be a link to reset your password. Follow the email sent straight to your inbox to reset your password.

We are sorry you feel this way. You can unsubscribe to emails and texts at any time. Log onto your account and you can edit your preferences.

Contact us

Still need help? Our customer service team will be happy to help. Make sure you include your order number when contacting them.

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