How long will it take to get my package?
It can take anywhere from 3-7 working days to ship our orders as each garment is hand finished in our studio. We will notify you via email once your package has shipped. We are just as excited to send it out as you are to receive it!
I ordered 2 of the same item and they are a little different.. why?
Well, we’re glad that you asked. Every piece in our collection has handmade elements, creating a one of a kind product that makes our brand unique. We individually hand screen every piece of clothing and variations will occur. This only adds to the garment’s character and individuality -trust us. And isn’t the pursuit of originality what brought you to us in the first place?
What’s the best way to wash LONGWAY clothing?
We always recommend following the washing instructions on the label of the garment you’re washing. We suggest washing in cold with a low tumble dry setting. All of our clothes are pre-washed and pre-shrunk. But, PLEASE CHECK THE LABEL. And, hanging dry is always better for our beautiful earth!
What is your return policy?
Please see our customer care section for our return policy and link to start an exchange or return.
How long will a collection be available?
We do a limited run of each style featured on our website. Due to personal taste and market demand, some pieces will sell out faster than others and vanish into the vaults of past styles. So, if you see something you love, do yourself (and us) a favor, put it in your cart and get to the checkout quickly. You will be glad that you did!
What is the deal with Route?
What is Route?
We’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route offers a few options to improve the post-purchase experience. If you wish to have your package unprotected, please opt-out by selecting the toggle in your cart.
Route Protect is premium package protection for your online orders. When you add Route Protect at checkout, you can easily file issues for lost, stolen, or damaged packages in the unfortunate case that they arise.
Purchased Route Protect and need to file a shipping issue? File here
The Route App (Free)
The Route App allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers–dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery.
Haven’t downloaded the app yet? Download here
Where is my order?
Download Route’s mobile app for iOS or Android to visually track your package and receive real-time notifications on its estimated delivery.
Route Refunds vs Reorders
Refunds: When refunding an item, Route covers the subtotal of the order. Shipping costs, taxes, and the Route premium are not included.
Reorders: Route will reorder the items, but please note that items can only be replaced depending on in-stock availability. All reorders have Route Shipping Protection added, for free!
See all of Route's policies here.
What if my question isn’t answered here?
Please check the other sections in our help pages to see if your question is answered in another section or you are always welcome to email us at email@example.com.