Looking to return or exchange?
This won't take long! Please have your shipping zip code and order number ready. You’ll find your order number in your Order Confirmation email or on the packing list that was in your parcel.
Our Return Policy
Something not quite right? Process returns or exchanges through our site within 60 days.
Each item is guaranteed for production defects upon arrival. If you're not satisfied with one of our pieces, please reach out to us for refund, repair, or replacement.
Couple of things regarding apparel: The item must be returned unworn, unwashed, and with original tags & packaging.
Frequently Asked Questions & Customer Support
How many days do I have to create a return?
Orders are eligible for return or exchange through our website within 60 days of purchase. The item must be returned using a return label generated from our system within 14 days of processing in unworn and unwashed condition with original tags & packaging. It may take up to 14 days to process your return.
Click above or use this link to begin https://long-wharf-supply-co.loopreturns.com/#/
Please note our holiday return window for orders purchased after November 1st is extended to January 15th.
How do I track my package?
Once an order is placed you will receive an order confirmation sent to your email entered at checkout. Once the order is shipped, you will receive shipping and tracking information.
Can I use my own return label?
Please note all returns and exchanges must be completed through the portal on our site. We cannot guarantee delivery or proper support for anything returned with a label created outside of our system!
How long does it take to ship?
Once your order is complete our system automatically begins the process of picking and packing your items. During most of the year your order should ship with 48 hours, but we can experience delays during busy times of the year and during holidays. Please allow at least 3-5 business days for standard East Coast delivery and 5-7 business days for standard West Coast delivery once you receive tracking information.
When will you respond to my emails?
Please submit 1 service ticket per inquiry to our customer support team. They are real people trying to kindly help everyone and need a minimum of 3 business days to investigate every situation. Your service ticket will go to the top of our inbox with every email sent and it will delay our ability to help you!
I received the wrong item?
Please note we try to be as accurate as possible when fulfilling orders, but mistakes happen. Please email support with a photo and tag of the item you received and we will swap for the correct item at no cost to you!
How do I edit or cancel an order?
Unfortunately, we're not able to cancel or edit completed orders. The moment your order is completed our distribution center automatically begins the process of picking, packing, and shipping your item. However, you can always create a free exchange upon receiving the item here.
My package is missing. What should I do?
Once we hand a package off to your carrier there’s not much we can do. We highly recommend giving your package and additional 1-2 business days as many large carriers hire “last mile” contractors to deliver the final leg and your item can get marked in their system as “delivered” during that hand off. If a failed delivery occurs after an extra few days, please file a missing package claim with the carrier and send a copy of the claim to our team at hello@longwharfsupply.com. We will do our best to help you recover the item from the carrier.
I placed an order but did not receive any confirmation email. What do I do?
Once an order is placed in our system, you will receive an order confirmation to the email address entered at checkout that will contain an order number. If you do not receive this message after placing an order, please consider checking your spam folder or reach out to our customer support at hello@longwharfsupply.com and we can try to confirm whether or not there is an order under your name and email address.
I have a shellfish allergy. Can I wear this?
Yes, those with shellfish allergy are safe to wear our products! While a small amount of recycled shells are used in The SeaWell™ Collection, the actual shell must sit outdoors for over a year before it is allowed to be reused for commercial use. During this period all enzymes that may cause allergy or remnants of the organism are removed from the shell.
My discount code was not applied to my order. What do I do?
Unfortunately, we are not able to amend completed orders. All discount codes can be entered in the respective field prior to checkout and will be reflected in your final price.
How do I wash my sweater? Can they be dry cleaned?
Please reference individual cleaning and care instructions, but your item can be dry cleaned! We do recommend a cold wash, gentle cycle and laying flat to dry. This is to help protect the integrity of yarns used to create the item as well as to reduce some shrinkage that will naturally occur.
How is the knitwear made?
We work with global recycling companies to purchase and collect recycled raw materials. Through an extrusion process, these materials are fused together to create our recycled yarn. The recycled yarn is then blended with cotton to create a soft hand feel.
What if an item is unavailable?
If you’re looking to exchange for an item out of stock, we recommend returning for store credit to use when the item becomes available again. Please subscribe to our newsletter to get active updates about any restocks, new arrivals, or upcoming product previews!
Do you offer customer support over the phone?
Unfortunately, we cannot offer customer support over the phone as every inquiry must be tracked and documented! You can submit inquiries to customer support here.
What We Cover (And Don't)
The Long Wharf guarantee and return policy does not cover general wear, normal usage, or damage caused by accident or by using the item outside of its intended purpose nor does it include items purchased on sale or with discounts. Items purchased on sale may be eligible for exchange or store credit on a limited basis. Returns and exchanges are only eligible on purchases within the continental United States and do not apply to international orders. It does not cover shipping, handling, customs/duties, or any charges applied by a 3rd party. While exchanges are always free, returns will incur a $9 shipping, handling, and restocking fee.
The return policy and guarantee does not cover animal damage, damage due to mishandling by third parties, extreme wear, or any alterations made to the item. Disregard for the cleaning and care instructions, abuse of product, or neglect are not covered. Please note every item is subject to an evaluation by our Customer Service Team and must include a photo of damage.
Items that do not perform their intended purpose will be eligible for repair, exchange, or store credit. Please contact us immediately with full details of the damage. Your request will be processed by our Customer Service Team once the item is received and evaluated.
General wear is considered abrasion, fading, stretching, marking or other breakdowns cause by normal use over an extended period of time. The lifetime of an item is considered the time period in which an item can serve its intended purpose through normal wear and usage.