Frequently Asked Questions
Where do you deliver?
We exclusively deliver to South Africa. If you require international shipping, please email us at customercare@merchantsonlong.co.za and this can be arranged.
What are the delivery methods?
Standard shipping
R200 | 3-5 days
Overnight shipping
R300 | order before 12pm for next day delivery
Collect from store
at Merchants on Long, 34 Long Street, Cape Town
at Merchants on Long at the V&A Waterfront, Shop 6139
Monday to Friday 9 am - 4 pm
We offer free shipping on orders over R4,000.
Are taxes and duties included in the price?
Yes, all duties and taxes are included.
Can I pay in instalments?
Unfortunately, we can only accept payment in full.
What is your return policy?
The item must be returned unused and in its original packaging, with all tags, labels, and dust bags. Returns that do not meet these requirements will unfortunately have to be returned to the customers.
We cannot accept returns of beauty items and swimwear.
Do you offer free return shipping?
Unfortunately, we do not offer free returns.
How do I return my order?
Please email us at customercare@merchantsonlong.co.za to notify us about your return.
Can I return my order to Merchants on Long stores?
You can return your item up to 30 days after purchase at both Merchants on Long's stores in Cape Town, on 34 Long Street and at the V&A Waterfront on weekdays from 9 am to 4 pm.
Do you offer refund or store credit?
You are eligible for a full refund if you return your item within 10 days of purchase.
After 10 days, you have a remaining 20 days to return the item for store credit.
How do I get a refund?
A refund is available within 10 days after purchase. Please return the unworn and unused item using the return form provided. Once we have received the returned item, we can issue a refund and notify you by email. Please note, the refund can take up to 10 working days to reflect in your account.
How do I exchange an item?
Please return your item for a full refund, you can then purchase the item you wish to exchange it with.
How can I contact your customer service?
Please email us at customercare@merchantsonlong.co.za or call us at +27 83 556 0128 on weekdays from 9 am to 5 pm.
Can I order by telephone?
Yes, please call us at +27 83 556 0128 on weekdays from 9 am to 5 pm.
Can I track my order?
Once you have received your order confirmation from info@merchantsonlong.co.za you will receive a shipping tracking number where you can check the status of your order.