LET US HELP

 

OUR SERVICES

 

  • GIFT VOUCHERS You choose the amount. They choose the gift. Everyone’s happy.

  • HERE TO HELP 24/7 Phone, email… go on, get in touch.

 

DELIVERY

 

UK DELIVERY OPTIONS


FREE UK Standard delivery & collect+ when you spend over £50 + free returns


UK Delivery Cost Delivery Time
Standard £3.95 2-4 business days - Free delivery when you spend over £50
Express £7.95 Next business day Monday-Thursday for orders placed before 1pm
Collect+ £3.95 3-5 business days - Free delivery when you spend over £50

CHANNEL ISLANDS DELIVERY OPTIONS


 
Channel Islands Delivery Cost Delivery Time
Standard £8.95 3-5 business days

UK EXPRESS DELIVERY EXCLUSIONS

We are unable to offer next day express delivery to the following areas of the UK:

  • Aberdeen
  • BFPO
  • Channel Islands
  • Inverness
  • Isle of Man
  • Kilmarnock
  • Northern Ireland
  • Oban
  • Orkney
  • Perth
  • Scilly Isles
  • Shetland

 

 

WE SHIP GLOBALLY.

For local delivery options please select your country at the top left of this page.

  • Australia
  • Canada
  • Eurozone
  • France
  • Germany
  • Ireland
  • Netherlands
  • New Zealand
  • Rest of Europe
  • Rest of World
  • USA

 

NB Countries outside the EU may charge import duty which you are responsible for paying. Please check your country's import value limits before ordering.

 

DELIVERY FAQ

CAN I HAVE MY ORDER DELIVERED TO MY WORKPLACE OR OTHER ADDRESS?
Yes, simply enter different billing and delivery addresses during the checkout process.

WHAT HAPPENS IF NO-ONE IS HERE TO RECEIVE MY DELIVERY?
Our delivery partner should leave a note to say that they attempted delivery with details of how you can reschedule delivery.

WILL MY ORDER SHIP IN A SINGLE PARCEL?
Most of the time yes, however we may source your items from different stock points e.g. stores and warehouses. You will not be charged extra for multiple deliveries.

WHICH COUNTRIES DO YOU DELIVER TO?
We ship everywhere!

DO YOU DELIVER TO BFPO ADDRESSES?
Yes, select BFPO in the country list when entering the delivery address during checkout. The delivery charge is the same as for the UK.

 

RETURNS

 

EXTENDED RETURNS

Full price items purchased after 1st November may be returned for a refund until 12th January 2020. Items must be unworn with tickets attached along with proof of purchase. All refunds will be returned to original payment method.

Not entirely happy with your purchase? Just return it in the condition supplied with your order summary for a refund, within 30 days of receipt.

To begin the refund process, please click here to go to our returns portal, or type https://longtallsally.returns.international/pro into your browser and then follow these easy steps:

  • Please enter your order number (you can find your order number on the delivery note or in the ‘Order History Section when logged into your account). Click Proceed.
  • On the next page you will see all the items ordered, please check the box of every item you are returning and choose your return reason in the drop down menu. Please note that failure to list every item you are returning, will delay your refund. Click Proceed.
  • Please choose your return method.
  • You can then download a returns label to stick on to your return parcel. If you entered your email address on payment page, you will also receive a label in your inbox.
  • Please remember to include your returns slip with the parcel.
  •  

    Refund Process

    We endeavour to process your refund as quickly as possible but please allow up to 14 days. You will be emailed when the refund has been completed.

    Now that we’re an online company, our customers need to try on clothes to be sure they fit right which is why we offer free delivery over £50 and free returns on everything. Most of the time – especially with our new fit initiatives – your order will look great, you’ll love it and wear it forever. Other times, we get it, it won’t be right and you’ll return it. Provided something hasn’t been worn, it’s only fair that we promptly refund your money. What isn’t fair is a small minority of customers returning clothes that have been worn. Or ordering vast amounts of clothes and returning vast amounts – more than even the most loyal LTS customer would ever order or return. Please understand this isn’t sustainable activity as it comes at a monetary and environmental cost. So that we can keep costs down and, most importantly, improve the journey of genuine and valued customers, we reserve the right to deactivate your Long Tall Sally account if our returns policy is abused.

     

    Hosiery Returns Policy

    For hygiene purposes and due to the nature of hosiery items, we cannot accept returns once the items have been opened and taken out of their packaging. Hosiery items must be returned in the condition received in an unworn/unused condition. Ladders, snags and rub marks are not defects once the item has been tried on or worn.

     

    Sale Returns Policy

    Sale items purchased online may be returned in the condition supplied, with the tags attached and your order summary or receipt, within 30 days of parcel delivery.

     

    Swimwear Returns Policy

    All swimwear must have the hygiene liner intact and all tags attached in order for your return to be processed.

     

    RETURNS FAQ

    HOW DO I RETURN AN ITEM?
    You can do so using our online returns portal. See above for full details.

    WHAT IS THE TIME LIMIT FOR RETURNS?
    30 days from the date you receive your order. 

    CAN I RETURN A FAULTY ITEM?
    Yes, absolutely. Please contact Customer Services and one of our agents will be happy to help.

    I HAVE LOST MY PACKING SLIP, CAN I STILL RETURN AN ITEM?
    Follow the normal returns process but include a note giving your details (name, address, telephone number & email address), the original order number (on previous emails to you) and return to us for a refund. If you have none of your order details to hand, please call our Customer Services team for assistance. 

    CAN I RETURN AN ITEM RECEIVED AS A GIFT?
    Yes, a gift item can be returned for a credit note. For a full refund the original purchaser will need to make the return. Please follow our standard returns process.

    ARE UK RETURNS FREE OF CHARGE?
    Returns sent back within the UK are free of charge. Our Customer Service team are happy to advise. 

    ARE INTERNATIONAL RETURNS FREE OF CHARGE ?
    All returns should be sent back to the UK at your own expense. Our Customer Service team are happy to advise. 

    CAN I REPLACE OR AND EXCHANGE AN ITEM?
    If you want to replace or an exchange an item you will need to place a new order and return the item you no longer wish to keep for a refund. 

    HOW LONG WILL THE REFUND TAKE TO BE PROCESSED?
    Once your return parcel is received, we will process it within five working days, at which point you will receive an automated email confirming the refund. The refund payment will depend on your bank, but typically a further 3-5 working days.

    CAN I RETURN SALE ITEMS?
    Absolutely. The returns policy for products purchased on the Website for sale, clearance and promotional products is the same as for full price products.

     

    GIFT VOUCHERS, GIFT ORDERS & WISHLISTS

    GIFT VOUCHER FAQs

    DO YOU SELL GIFT VOUCHERS?
    Yes, we sell two kinds of Gift Voucher; a physical card sent by mail, or an e-voucher sent by email. Both kinds can be redeemed in store, online or by telephone. You can choose any amount from £10 to £1,000 and add your personal message. Purchase Gift Vouchers here.

    HOW DO I USE MY GIFT VOUCHER ONLINE?
    Enter your gift voucher code on the Review and Pay section of the checkout. If the order total exceeds the value of your Gift Voucher you will need to make a card or PayPal payment for the balance. Purchases can only be made in the currency the voucher was purchased in.

    CAN I USE MY GIFT VOUCHER IN STORE OR ON TELEPHONE ORDERS?
    Absolutely. Please give the Gift Voucher number to the assistant when paying for your goods. If the purchase total exceeds the value of your Gift Voucher you will need to make a payment for the balance. Purchases can only be made in the currency the voucher was purchased in.

     

    WISHLIST FAQs

    HOW DO I CREATE A WISHLIST?
    Once you are logged into your account on longtallsally.com you can save your favourites by either clicking the heart icon or the ‘Add to Wishlist’ button. On our Wishlist page you can also send to a friend with a personalised message.

     

    ORDERING, PAYMENTS & DISCOUNTS

    ORDER FAQs

    Ordered multiple sizes or not entirely happy with your purchase? No problems! Just return it in the condition supplied with your order summary or receipt, within 14 days of receipt. If you’d like a replacement please include details with your return. There is no delivery charge for replacement items.

    Full instructions on how to return are included with your package.

     

    CAN I SHOP BY SIZE?
    Yes, you can shop by multiple filters including Size, Product Type, Brand etc. Simply use the Refine options on the left side of the page.

    WHAT DOES LOW STOCK MEAN?
    Low stock means that we are down to the last couple of pieces in a specific size, meaning that it will probably be sold out within a day or two.

    CAN I ORDER BY TELEPHONE OR POST?
    Absolutely. Our Contact Centre is open 24 hours a day, 365 days a year, and the team would love to hear from you. The number is Freephone 0800 107 8826 within the UK. From outside the UK call +44 207 1111 595.  

    CAN I CANCEL MY ORDER?
    If you’re quick, yes! You have a window of 30 minutes from placing your order to cancel. When you receive your Order Acknowledgement email please check all details are completely correct. After 30 minutes our system leaps into action reserving stock and pre-advising our logistics partners, so amends after this time are not possible.

    WHEN WILL I RECEIVE MY ORDER?
    See the Delivery page for details.

    HOW CAN I RETURN AN ITEM?
    See the Returns page for details.

     

     

    PAYMENT FAQs

    WHICH METHODS OF PAYMENT DO YOU ACCEPT?
    Cards: Visa, Mastercard and American Express
    Online payments: Paypal
    Klarna

    WHEN WILL I BE CHARGED?
    Your payment card or PayPal account will be charged at the point of despatch.

    DO I HAVE TO PAY CUSTOMS DUTY FOR ORDERS OUTSIDE OF THE EU? 
    Countries outside the EU may charge import duty which you are responsible for paying. Please check your country’s import value limits before ordering.

    DO YOU REFUND THE VAT ON ORDERS OUTSIDE THE EU?
    No. Our British Pound prices are set for all countries. They include applicable VAT for countries which charge it, and are exclusive of VAT for other countries.

    WHAT IS PAY LATER WITH KLARNA?
    Klarna is an established payment service provider that lets you order now, pay up to 30 days later.

    HOW DOES IT WORK?
    Order as much as you want, only pay for what you keep. Just select ‘Pay later’ at checkout and you’ll get an instant decision, subject to your financial circumstances.

    WILL I BE ACCEPTED?
    You must be at least 18 and you must have a UK postal address. Klarna’s soft-search assessment will not affect your credit rating, but if you fail to make payments on time, it could harm it. You’ll get a reminder when it’s time to pay.

    HOW DO I REVIEW MY KLARNA ACCOUNT?
    Just log into klarna.com or if you have any queries, contact Klarna Customer Service.

     

    PROMOTIONS & DISCOUNTS FAQs

    HOW DO I USE MY PROMOTIONAL CODE?
    In the Summary section of your Shopping Bag, enter your code in the Promotional Code box just above the subtotal. You can find your code on the back page of your catalogue or in our promotional emails.

    WHY DO I RECEIVE DIFFERENT PROMOTIONS TO MY TALL FRIENDS?
    We mix things up a little, offering different promotions and communications to our customers to make our products and promotions as relevant as possible.

    CAN I COMBINE PROMOTION CODES?
    Sorry, but no, you can only use one discount code at a time. They can’t be used in conjunction with any other offer.

    STUDENT DISCOUNT
    Unlock 10% student discount on full price items only at Long Tall Sally with Student Beans.

     

    CONTACT US

     

    Contact us

     

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    BY EMAIL

    Drop us a line at [email protected]

     

    BY TELEPHONE

    24 hours a day, 7 days a week on UK Freephone 0800 107 8826. From outside the UK call +44 207 1111 595 or email us.

     

    BY MAIL

    Long Tall Sally
    The Lansdowne Building,
    2 Lansdowne Road,
    Croydon CR9 2ER
    UK

     

     

    OUR RESPONSIBLE SOURCING POLICY

    We know that you care about how the clothes you buy from Long Tall Sally are made. Our commitment is reflected in sourcing our products from a small number of suppliers around the world with whom we have built close working relationships. As a result we have been able to consistently offer our customers quality products that fit tall women. We currently work with manufacturers in the UK, Turkey, India, Sri Lanka, Romania, Macedonia, Bulgaria, China and Vietnam.

    All of our suppliers explicitly sign up to the Long Tall Sally Responsible Code of Conduct, taking responsibility for ensuring safe, fair, legal and humane working conditions.

     

    The Long Tall Sally Code of Conduct our suppliers sign up to is:

     

    • • Employment is freely chosen
    • • We support the introduction of the Modern Slavery Act and the UK Government’s commitment to eradicate the abuse and exploitation of workers both in this country and overseas
    • • Freedom of association and the right to collective bargaining are respected.
    • • Working conditions are safe and hygienic.
    • • Child labour shall not be used.
    • • Wages are paid within legal requirements.
    • • Working hours not excessive.
    • • No discrimination is practiced.
    • • Regular employment is provided.
    • • No harsh or inhumane treatment is allowed.
    • • Activities comply with applicable environment regulations.
    • • Management systems to monitor these principles are put in place.

     

    Feather and down products

    We require that our suppliers are committed to ensuring a high standard of animal welfare at all stages throughout the supply chain. We have therefore been assured by our suppliers that the feathers and down used in all Long Tall Sally clothes are sourced as a by-product of the food chain.

     

    Angora products

    In light of information released about the unacceptable treatment of Angora rabbits, we have decided to stop the production of all Angora products. We have been reassured by our suppliers that Angora in our current products is humanely sourced using the combing and shearing methods.

     

    Modern Slavery Statement for Long Tall Sally

    Long Tall Sally is a global retailer including the UK.

    Long Tall Sally recognises the responsibility it has, along with its suppliers, to operate in an ethical manner. As part of this responsibility, we acknowledge the requirements of the Modern Slavery Act 2015. Therefore, Long Tall Sally is working to ensure that there is sufficient transparency both within the organisation itself, and within its supplier base.

    In relation to its suppliers, Long Tall Sally has updated the Service Level Agreements ("SLA") that it has with its major suppliers in order to include a reference requiring compliance with the Modern Slavery Act 2015. The update to the SLA also includes a request that our suppliers comply with the Long Tall Sally Code of Conduct and that they complete and sign up to our compliance in relation to this area. Our supplier appraisal process has been updated to take into account what commitment and actions our suppliers are taking to comply with the Modern Slavery Act 2015.

    Long Tall Sally wants its customers to be confident that both Long Tall Sally and its business partners treat their employees fairly, with respect for their human rights.

    Long Tall Sally will not work with any organisations that either has or is found to be knowingly involved with either human trafficking or modern slavery.

    To download the 2018 signed document please click here