USER GUIDE

How to join

Click on the [Sign Up] link and complete the form in order to create your account. Once your account is created, you can immediately benefit from our membership privileges such as discounts and reward credits. Also, it saves you all the hassle of filling out your billing and shipping information every time you place an order since you can save your information securely on our site.

How to order

Order is processed as below:

- Step 1: Search for products.
- Step 2: Add products to your shopping cart.
- Step 3: Log in with a member ID or non-member order.
- Step 4: Fill in the order form.
- Step 5: Proceed with payment through PayPal
- Step 6: Complete the order and you will see the order number.

Payment Info

We only accept PayPal payments.
- PayPal : Sending money online through PayPal is safer than carrying cash or exposing your financial information.

* NOTE: Payments by money order must be in USD, regardless of the country of origin.

Shipping

  • Shippping Method : Selected by customer
  • Shipping Area : A Region.
  • Shipping Cost : Selected by customer
  • Shipping Time : 7 - 10 days

  • We ship to most international destinations on all items purchased through www.longlongtail.com.

    All parcels send via global air mail, K-Packet and EMS.
    Shipping charge to world locations depend on the weight, value and shipping method.
    You will receive a notification email with tracking number when your package is shipped.

    1) K-Packet
    For small package with under 2.00 kg, K-Packet is the best choice and the most low cost shipping method. It costs from USD 6.00 to USD 31.00 and will take approximately 7 to 15 business days*, depending on the location of the country and custom clearing processes. (*A business day refers to an official working day - weekends and holidays are excluded. This does vary in different regions.)

    ◎ About Returned Package by K-Packet
    ① Resend
    If your goods has returned to us for any reason and you would like to receive it again, you need to pay "returned charge + handling charge + re-shipping charge".
    - Returned charge (We’ve paid to the post office for getting it back): USD 2.00
    - Handling charge: USD 3.00
    - Re-shipping charge: USD 6.00 and over

    ② Cancel
    If your goods has returned to us for any reason, and you would like to cancel it, we will refund the amount except "returned charge + handling charge".
    - Returned charge (We’ve paid to the post office for getting it back): USD 2.00
    - Handling charge: USD 3.00

    2) EMS: International Express
    Need your items faster? Try EMS! It costs from USD 18.00 to more and will take approximately 3 to 6 business days*, depending on the location of the country and custom clearing processes. (*Business days EXCLUDES of Saturday/Sunday/Public Holiday)

    ◎ No EMS countries are as follows;
    Afghanistan / American Samoa / Angola / Bolivia / Colombia / El Salvador / Guam / Yemen / Equatorial Guinea / Georgia / Guatemala / Italy / Jamaica / Kyrgyzstan / Libya / South Africa / Lebanon / Lithuania / Malta / Micronesia / Moldova / Monaco / New Caledonia / Vanuatu / Palau / Papua New Guinea / Paraguay / Puerto Rico / Saipan Mariana Island / Swaziland / Syrian Arab Rep. / Uruguay

    ◎ About Returned Package by EMS
    ① Resend
    If your goods has returned to us for any reason and you would like to receive it again, you need to pay "handling charge + re-shipping charge".
    There is no returned charge for EMS.
    - Handling charge: USD 3.00
    - Re-shipping charge: USD 15.50 and over

    ② Cancel
    If your goods has returned to us for any reason, and you would like to cancel it, we will refund the amount except "returned charge + handling charge".
    There is no returned charge for EMS.
    - Handling charge: USD 3.00

    3) Special Shipping
    If you need your order by a specific date, we can arrange for that as well.
    Please contact us at longlongtaildotcom@gmail.com and we will be happy to assist you.

    Delivery time is based on estimation only. All shipping times are subject to customs clearance, transport conditions and volume of mail traffic.

    During high season and sale, delivery might take a little longer. If a delay occurs, we will always inform you promptly via email so that you can keep track of your order. Be assured that our customer service team will quickly respond to make your shopping experience as efficient as possible.

    After sending, if the order comes back to us due to insufficient address, wrong address, address not available, unclaimed, to resend the package the shipping will be charged. This rule also applies to purchases for free shipping.

    For more information about shipping charge and approximate delivery time, please click here.

    ※ Customs Tax and Import Duties
    The recipient will be held responsible for international shipments which may be subject to import duties and taxes. Please be advised that these charges are levied by the destination country and we do not have control over them. In the case that the recipient refuses to receive the parcel, the order will be returned to Korea and will not be re-shipped. Relevant expenses (round-trip shipping, customs, etc.) will be deducted from the refund. 

Returns/Exchanges

1. Requirements:

Please take into consideration that we only accept qualifying returns but not exchanges. Refunds are issued once the returned products clear our inspection. 

1) An item is eligible for cancellation if:
- you posted a Return request within 24 hours of payment and your order is still under “Pending” status (if your order is under “Queued for Shipment” status, please contact our customer service center)
- the order is delayed for more than 20 days since payment and you have not received any notification regarding the delay
- the ordered item is out of stock.

2) We are happy to accept return(s) for exchange if:
- you receive a product different from your order
- you receive a defective product.

※ Return for Exchange Instructions
(1) Post a return request on our Return forum within three days of receipt. 
If you need help with your order, please feel free to email us at longlongtaildotcom@gmail.com.
You are required to attach the photos of the received product(s) and include the item;code, the order number, and the reason for the return.

(2) A customer service representative will be in contact to assist you by email.

(3) Items returned must be in their original condition, which includes tags and any packaging. Also, you need to include a note of your order number, name, and user ID.
For international customers, please return your order to the following address:

Company Details
Long Long Tail
#101, 25, Jangwol-ro 5-gil,
Seongbuk-gu, Seoul, Korea
Zip Code: 0274
Phone: +82-10-5698-1131

* Please be advised that returns are accepted ONLY IF you followed the instructions above and your return request has been approved by our staff. Returns that are shipped to us without any prior consent are not accepted.

* Please note that EVEN the defective/incorrect item(s) must be returned with all of the tags and labels intact. The item(s) must be sent in their original packaging and unworn.

* Please include all contents of the original package and free gifts (if applicable) in your return packaging.

* When you return for exchange, International Package By post office as a shipping method and inform us the tracking number of return package via email.

* Shipping fee for any return caused by our fault will be paid by the company. However, if EMS’ cash on delivery is not possible then you can scan the return receipt and either mail it with the item to return or post an image of it on the forum. The shipping fee will be refunded once the returned item has arrived.

* We treat all cases of faulty items very seriously because of the medical nature of the products involved. We therefore ask you to cooperate fully with the return of any products that are deemed faulty.

3) We do not accept return(s) if:
- you are returning the items just because you changed your mind (on size, color, etc.)
- the products are damaged due to your mishandling
- your return request is not approved by our staff

※ The following items are not considered defective:
- Items that are originally manufactured without tags or labels
- Items with creases that may have been made while shipping
- Items with unsatisfactory/incomplete finish due to mass production

4) If there is a missing item from your order:
- Contact our customer service center by phone or by forum (if you cannot reach us by phone) within 1 day of delivery.
- Please keep all contents of the original package including packaging material (boxes, plastic bags etc.) with you until you are instructed otherwise.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed.
Shipping charge are non-refundable.

It takes 10 business days to issue a refund for a returned or cancelled order
Please be advised that your refund may not be processed until the next billing month depending on your credit card issuer's billing schedule.

Also, please check the following for refund policy for returned package.

1) About Returned Package by K-Packet
① Resend
If your goods has returned to us for any reason and you would like to receive it again, you need to pay "returned charge + handling charge + re-shipping charge".
- Returned charge (We’ve paid to the post office for getting it back): USD 2.00
- Handling charge: USD 3.00
- Re-shipping charge: USD 6.00 and over

② Cancel
If your goods has returned to us for any reason, and you would like to cancel it, we will refund the amount except "returned charge + handling charge".
- Returned charge (We’ve paid to the post office for getting it back): USD 2.00
- Handling charge: USD 3.00

2) About Returned Package by EMS
① Resend
If your goods has returned to us for any reason and you would like to receive it again, you need to pay "handling charge + re-shipping charge".
There is no returned charge for EMS.
- Handling charge: USD 3.00
- Re-shipping charge: USD 15.50 and over

② Cancel
If your goods has returned to us for any reason, and you would like to cancel it, we will refund the amount except "returned charge + handling charge".
There is no returned charge for EMS.
- Handling charge: USD 3.00

Other

1) Pending period for reward store credit
Your reward store credit issued from orders will be added to your account and stay as Pending for 20 days from delivery before validation to compensate time for exchange or returns. Meanwhile, you are free to spend your available store credit balance.

2) Requirements
If you pay for your order with store credit, you are required to spend a minimum store credit of #min_point.”
The maximum store credit you can spend on one order is “max_point.”

3) Cancellation of store credit
Pending credit issued from orders will be automatically cancelled on cancellation or return of the relevant order. Your store credit will be cancelled if you close your account. Also, your store credit will expire if there is no newly issued store credit for three years.