To check your order status, please first check your order history in your client account here. If you purchased your order as a Guest, search for your order using your email here.

Please ensure you select your online purchases carefully, as we're unable to modify any product or payment methods once an order has been placed. If your order is still processing, you can cancel it via email within 1 hour of purchase. We will attempt to change any requests after this timebut please understand this may not always be possible. Unfortunately, an order cannot be altered or cancelled once it has been shipped. See here for our full returns policy.

If you haven't received an email confirming your order, please check you junk mail or spam folder. Otherwise, please contact us at Customer Care at care@longform.co

In the rare and unfortunate event that an item is missing from your order, or you have been sent the incorrect item, please contact us at Customer Care on care@longform.co. We will endeavour to dispatch your correct item within 24 hours and will arrange for the incorrect item to be returned to us free of charge. 

New Zealand 
NZ Post 
2-4 Working Days 
Standard - $7.00
Signature - $9.00 
Complementary shipping on orders over $250 

Australia - Standard 
AUS Post 
4-7 Working Days 
$10.00 
Complementary shipping on order over $250 

Australia - Express 
DHL Express Go Green+ 
1-3 Working Days 
TBC 

United States 
DHL Express Go Green+ 
4-5 Working Days 
$20 USD 
Complementary shipping on orders over $200 USD   

United Kingdom 
DHL Express Go Green+ 
4-5 Working Days 
$20 USD 
Complementary shipping on orders over $150GBP  

Europe 
DHL Express Go Green+ 
4-5 Working Days 
$20 USD 
Complementary shipping on orders over $150 EUR  

Canada 
DHL Express Go Green+ 
4-5 Working Days 
$25 CAD 
Complementary shipping on orders over $250 CAD 

For more information, review our Shipping Policy here

All orders are shipped from our warehouse in Auckland, New Zealand. We aim to dispatch orders within 1-3 business days; however, please note that online orders are not processed on weekends or public holidays.

During peak promotional and holiday periods, we appreciate your patience and recommend allowing at least 3 business days for dispatch. Your order is a priority, and we will send it out as soon as possible. 

For more information, review our Shipping Policy here

Please provide a physical delivery address where someone will be available to sign for the parcel during standard delivery hours (9 AM – 5 PM, weekdays). 

If the selected courier offers a non-signature delivery option, please note that Longform is not liable for lost or stolen parcels if you authorise the courier to leave your order unattended. 

Double-check your shipping details at checkout. If an error is made, we cannot guarantee changes can be processed in time. If you need to update your address, please email care@longform.co immediately, and we will do our best to amend it before dispatch. 

Once your order has been shipped, you will receive a confirmation email with all relevant tracking information. The tracking number associated with your order will be in your client account and on the website of the relevant shipping carrier. During peak periods, please allow for additional processing time due to high order volume. Delay may also occur when waiting for payment authorisation, product availability, or customs processing. 

International Orders: Customs Duties and Taxes Policy 

All orders are shipped from our warehouse in Auckland, New Zealand. Orders shipped within New Zealand will not be subject to customs duties or taxes. For all orders outside New Zealand, customs duties, taxes, and other import charges may apply. These fees are determined by the destination country's customs authorities and are beyond our control. Such charges are separate from GST and are the sole responsibility of the customer. We do not take responsibility for import duties, taxes, or other charges at the recipient's end.  

Fees vary by country, and we recommend checking with your local customs office before making a purchase. By law, we must declare the full value of the order on the package, and we cannot label shipments as gifts to bypass customs charges. Orders exceeding your country's current tax threshold will be subject to taxes and duties when processed through customs. These taxes and duties will be calculated by your local customs agency and will be the sole responsibility of the purchaser.  

The full shipping cost to send a parcel may also be included in the total value of the package, even if shipping was provided free of charge. Since we subsidise shipping costs (free shipping order), customs may use the true shipping cost for valuation purposes.  

If an order is refused due to customs charges, the return shipping costs, and a refusal fee will be deducted from any refund issued. Couriers may contact customers to arrange payment for customs fees before delivery. Failure to pay these charges may result in the return of the order, incurring additional costs for the customer. 

Shipping timeframes may vary depending on your local customs agency. Unfortunately, this is beyond our control. For further details on potential customs charges, please consult your local customs authority before placing an order.  

Our Returns & Exchanges Policy 

We want you to love your purchase, but if it’s not quite right, we’re happy to help with a return. Read more here

Returns must be initiated within 14 days of delivery (or 7 days for sale items). Items must be unworn, unwashed, and unaltered, with all original tags attached. Online purchases must be returned via our online process. In-store purchases can only be returned in-store.

Full priced items are eligible for a refund to your original payment method or store credit. Refunds for faulty items will be assessed in line with consumer laws. Proof of purchase is required.

We do not offer direct exchanges for online orders. If you need a different size or style, please return your item and place a new order.

Returns must be carefully packaged - we cannot accept items that are damaged in transit.Tracked shipping is required for all returns. Customers are responsible for return shipping costs.

Once we receive your return, please allow 5-7 business days for processing. You’ll receive an email confirmation once your return is complete. If you opt for store credit, it will be valid for one year. For any questions, reach out to our team on care@longform.co -we’re happy to assist.

If you receive a damaged or faulty garment, please contact us within 30 days of your purchase with photos of the damaged item. 

Machine washable 

Merino is easy care, machine washable and designed to last. Machine wash in cold water on a delicate or gentle setting and a low spin. Use a detergent specifically designed for wool and avoid using fabric softener, as it can coat the wool and impede its natural properties. Do not wring or twist after washing cycle.  

Handwash 

Fill up a clean sink with lukewarm water (no hotter than 30 degrees Celsius). Add a few drops of wool specific detergent and let the garment sit in the soapy water for no longer than 10 minutes. Gently agitate the water with your hands, avoiding any scrubbing or wringing. Drain the sink and rinse your garment with fresh water. To dry, lay your garment on a clean, dry towel, roll it up and gently press to absorb the water, then follow the drying guidelines below. 

For more information on how to care for your garment, click here

Sometimes your merino garment will just need an airing rather than a full wash. For best results, hang your garment in an open space with good airflow for a few hours, or overnight if needed. Outside in the shade is best, but an indoor spot with some airflow will also work well. 

For more information on how to care for your garment, click here

For best results, lay your merino garment flat on a towel to dry, flipping it occasionally to promote longevity.

Alternatively, drape it over a railing or multiple laundry lines to distribute the weight evenly. Avoid hanging it while wet, as this can stretch the fabric. 

DO NOT TUMBLE DRY YOUR MERINO GARMENT 

If the care instructions on your garment specify Dry Cleaning, ensure you choose a reputable Dry Cleaner and communicate the fabric content of your garment.

Store your merino in a cool, dark and dry place that is void of dirt and dust. When storing long term, store in airtight plastic bags and or/in airtight containers. This will help prevent moths from getting to your garments.

Pilling is a natural process that occurs in wool when the shorter fibres come loose and form little balls on the surface of the garment. These will come away from your garment after a wash. To prevent this as much as possible it is worth washing your garment after the first few wears.