Orders & Returns

 

Where is my order?

When possible, we aim to dispatch your order within 5 working days. Domestic orders submitted before 9.00am are usually processed the same day.

The delivery time of our couriers is indicated in our Shipping policy. Please note that due to customs clearance, the delivery time may be slightly longer.

Most of our orders are dispatched tracked, however, in some rare circumstances, this may not be possible. Please keep a look out on your tracking number as the courier may require additional information from you, including queries relating to re-delivery and pickup locations.

If your order still hasn't arrived four weeks after it has been dispatched, please get in touch with us.

Who do you use to deliver the newspaper?

For domestic orders, we use Royal Mail.

For international orders, we use DHL and their international partners. This is usually your local postal service.

Where do you deliver to?

We deliver to most countries except for the following destinations: Afghanistan, Belarus, Cuba, Iran, North Korea, Russia, Somalia, Syria, United Arab Emirates, Ukraine (Donetsk, Luhansk, Crimea) and Yemen. 

Do I pay VAT on my order?

• EU orders: VAT is due on all commercial goods imported into the EU* regardless of their value. We are part of the IOSS which means that, for orders not exceeding €150, we collect the VAT for you and pay that to the relevant local tax authorities, meaning you don't have to pay it on delivery. 
  
  
• Other countries: Shipments sent outside the UK to any other shipping destinations may also incur additional charges for customs clearance and these are payable by you, the customer. We have no control over these charges and are unable to reimburse any costs incurred regardless of the circumstances. For details of customs charges please consult your local customs authorities for the latest rates.

* Countries in the European Union are: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

I'm being asked to provide additional information at my order. Why is this?

If you're a customer from Brazil, please enter your Cadastro de Pessoas Físicas (CPF) or Cadastro Nacional da Pessoa Jurídica (CNPJ) in that field. If you're a foreign national residing in Brazil, please enter your passport number.

If you're a customer from China, please enter your Resident ID number in that field. If you're a foreign national residing in China, please enter your passport number.

If you're a customer from South Korea, please enter your Personal Customs Clearance Code (PCCC) in that field. If you're a foreign national residing in South Korea, please enter your passport number.

Your additional information will be provided along with the shipping label on the delivery package. If you require further help with this step, please get in touch with us.

How do I change my address?

Please get in touch with us with your order number and your new address before your order is fulfilled. Please note that we cannot guarantee a change of address - so, do double-check to make sure your address is correct upon submitting your order.

Why can't I add more than one item to the cart?

To help with fulfilment, we have certain limits on carts that contain subscription products or a certain quantity of products. To add more products to your cart, complete your purchase, and start with a new one.

What is your returns policy?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it. You’ll also need the receipt or proof of purchase - alternatively, you can write your order number on the packaging.

Please note, we do not cover the postage cost of returns.

To start a return, you can contact us at help@toolong.news.

My order arrived damaged or isn't printed correctly - what can I do?

Please get in touch with us at help@toolong.news. Please include a picture of your damaged item along with your order number - we'll take it from there.

Please note, some misalignment, and smaller colour smudging on fully-coloured pages is within acceptable range and is to be expected.

Subscriptions

What is a subscription?

A subscription is a contract to receive Too Long magazines at a discount every four months. You can cancel your subscription at any time.

When can I expect to be billed for my subscription?

Currently, the billing dates are: 1 March, 1 July, and 1 November. Alternatively, you can also see the next time you're due to be billed by tapping on Manage Subscription.

How do I cancel or change my subscription?

You can manage your subscription by clicking on the "Manage Subscription" button in the menu bar. You can choose to pause, skip, cancel, or restart your subscription.

I'm currently subscribed to a digital edition of the magazine but would like to switch to a physical. How do I do this?

At the moment, there is no direct way of switching between different editions. The easiest way to do this would be to cancel your existing subscription and subscribing to one that you'd prefer instead.

Premium Edition

How do I gain access to my Premium Edition benefits?

To gain access to the Premium Edition benefits, you must allow us to email you with news and offers at checkout. We'll send you the most recent newsletter to our Premium Edition supporters shortly after purchasing - usually within 10 minutes.

You can subscribe at any time.

Unchecked the box? No worries, you can subscribe again by scrolling to the bottom of any page and inserting your email in the "Subscribe to our mailing list" box.

I purchased the Premium Edition but I'd now like to change or remove my name from the 'Thank You' section.

This is usually not possible due to our workflow and the way we pull the names for the list - but in rare circumstances, we may be able to help with this - please get in touch with us.

How do I access older Bull Pen episodes?

Unfortunately, this isn't quite possible yet. But we're working on a solution, so, hopefully soon!

Maintaining Our Products

We're hoping that with our products, little maintenance is required. At the moment, there is no special maintenance required for any product.

However, for the December 2023 edition (newspaper), due to the unique and thin paper the newspaper is printed on, it may eventually turn yellow or white. To prevent this, we recommend keeping it out of sunlight and away from other sources of UV light.