Customer Care

Your satisfaction is the core of our success.
We appreciate your communication and welcome your feedback.

You can reach us at the shop at:
(415) 306-7657

641 San Anselmo Ave.
San Anselmo, CA 94960

Ordering & Shipping

Orders may take 3-7 days of processing prior to shipping. We will let you know when we have shipped your order from our studio. We use USPS for our standard shipping. Shipping times and fees cannot be combined on orders placed separately under different order numbers. Contact us at for information regarding rush shipments and international shipping.

Once your order leaves our shipping facility, we do not have any control over the shipping details. All of the timing, handling, and updates are handled by the USPS and is out of our hands. We do our best to help you with you package(s) but please note that we do not have access to any additional information than you have available to you through USPS tracking. Please note that nationwide shortages and delays, due to COVID-19, may affect your order and you may experience longer delivery times that normal.

If there is any issue with your order, please report it to within 14 days of your order delivery date.

Any orders shipped outside of the US may accrue duties or extra charges in customs. We are not responsible for any additional charges that may be added to your international shipment.

Canceling & Editing Existing Orders 

At LONGWAY, we work quickly to ensure your order is processed in a timely manner. We are sorry, this does mean we typically can’t add, change, or cancel orders once an order is placed. We make every effort to keep our online store updates and current. On occasion, an item listed may be out of stock. If that is the case, we will notify you through email and update your order.

If you have a discount or promo code, we cannot edit your order to include the discount once your order is placed. Discounts for orders are not retroactive. 


Our main goal is for you to be happy with your purchase. If for some reason you are not, please click here to request an exchange.

Please note, we do not issue refunds but are happy to issue a store credit for a return or an exchange. All returns must be requested within 14 days of order delivery.


All merchandise, of course, must be returned unworn, unwashed and in its original condition with the original price tags intact.

We have the right to deny any store credit returns/exchanges if it does not meet our policy requirements. This isn't because we are mean. This is because people try to return crazy things with stains and after years of wearing and it is just nuts. Pro tip: send the package back to us via traceable carrier and insure the full amount of the merchandise you are sending back to us. We are not responsible for missing packages.

For return orders, shipping charges are not refunded unless the original item shipped was damaged or the item shipped was incorrect.

Start an exchange or return.

Privacy Policy knows that you care how information about you is used and shared, and we appreciate your trust that we will do so carefully and sensibly. Personal information you provide when registering for an account, updating, and placing an order will be kept strictly confidential and will not be sold, leased, or otherwise disclosed unless required by law.

Personal information you provide will be used to process payments for orders and ship products. Occasionally, contact information may be used to send news or promotions with your consent. By visiting, you are accepting the practices described in this Privacy Notice.