Frequently Asked Questions

Need a quick answer to a question? Our ’frequently asked questions’ list below has many of the answers - simply click on the relevant question and the answer will appear below.

Alternatively if you do not see your question below, please Contact Us on:

Call us (we’re open 24hrs a day) on 0800 376 7974 (UK) or (+44) 1572 758070 (International)

Email us at customercontact@landsend.co.uk

  • Ordering

    • How do I make an order online?

      For new Lands’ End Shoppers

      Click onto Register, this is at the top, middle of the page

      You are required to fill in your email address and password (must contain a capital letter and a number)

      Fill in all of the details requested

      For existing Lands’ End Shoppers:

      Click onto Login, this is at the top, middle of the page

      Enter your email sign-in and password in the boxes and click ‘login’

      Once complete you are ready to shop!

      Or alternatively you can shop as a Guest Shopper

      Select your purchases and put them into your basket

      Click onto Basket

      Then Click onto Checkout and follow the instructions

    • I can’t remember my personal login password, what should I do?

      To reset your password simply click ‘Login’ at the top of the Lands’ End homepage. Follow the ‘forgotten password’ link, enter a current valid email address and we will send you an email containing a link to reset your password. The link is only active for 30 minutes, so you need to click on this straight away to reset your password.

    • Why have I not received an email when I have clicked on the forgotten password link?

      If you have not received the email to reset your password within 30 minutes this means that you are not registered on the website so will need to follow the process to register for the website from this link CreateAnAccount.

    • How do I Order by telephone?

      Simply call us on 0800 376 7974 from the UK or if you’re calling from The Republic of Ireland, Netherlands, France and Germany please call 00800 00 220 106 and for all other countries please call (+44) 1572 758070; we’re open 24 hours a day, 7 days a week (the only day you can’t order from us, is Christmas Day). Please have your customer number and item numbers ready and one of our friendly, fully trained sales advisors will be happy to help you.

    • How will I know you have received my order?

      All Internet customers receive an initial email to let you know we have received your order as long as we have your email address. You will also automatically receive emails to advise when you order has been despatched.

    • When will I be charged for my order?

      We will debit your card when your order leaves our distribution centre. However, we do gain authorisation for the total value of the order from your card issuers at the time of ordering.

    • I forgot to include something in my order placed earlier today, can I add to it?

      Once your order has been placed you can still alter or add to it, you just need to give us a call on 0800 376 7974 from the UK or if you’re calling from The Republic of Ireland, Netherlands, France and Germany please call 00800 00 220 106 and for all other countries please call (+44) 1572 758070 before 10pm on the same day that you place your order. Orders placed on a Friday, Saturday or Sunday stay open until 10pm on Sunday.

    • I no longer require my order, am I able to cancel it?

      If you wish to cancel your order please call 0800 376 7974 before 10pm the same day.

    • How do I redeem a Gift Voucher?

      To redeem a gift voucher online, enter the voucher number in the ‘Voucher’ field on the checkout page. Our system still requires you to enter your credit card number even if the voucher covers the cost of your order. Please note: the final savings will not be shown during checkout but with the Order Summary despatched with your goods.

    • Am I able to redeem a gift card in US dollars?

      Yes, you will need to call in to place your order, please call our Order Service Department on 0800 376 7974 from the UK or if you’re calling from The Republic of Ireland, Netherlands, France and Germany please call 00800 00 220 106 and for all other countries please call (+44) 1572 758070 to place an order using a US gift card.

    • Can I return an item bought through the catalogue or online to one of your stores?

      Yes, but please note that returns to the Hatfield store may take longer to process as the parcel will need to be transferred to our business in Oakham for processing.

    • I have forgotten to add my promotional code. Can I add this after I have placed my order?

      Yes, as long as you notice this on the same day your order was placed. Simply call us on 0800 376 7974 from the UK or if you’re calling from The Republic of Ireland, Netherlands, France and Germany please call 00800 00 220 106 and for all other countries please call (+44) 1572 758070 before 10pm, and the operator will be able to add this for you. A promotional code cannot be added after the order has been despatched.

      Any other Questions? Please e-mail customercontact@landsend.co.uk

  • Delivery

    • What is the cost of Standard UK delivery?

      No matter how many items you order, our standard UK delivery rate is £3.95.

    • What is the delivery timeframe for deliveries in the UK?

      We are able to process your order quickly, usually within 24 hours, and deliver within 2-3 working days of your order being despatched, to mainland UK and mainland Scotland addresses and 3-5 working days after despatch to the Channel Islands, Northern Ireland and the outer Scottish islands. (Please note: hemming and monogramming add a day or two to delivery.)

      If monogramming, engraving or hemming services are required, please allow one additional working day.

      Back-ordered items will be delivered separately when available, at no extra cost.

    • Which courier firm do you use for deliveries within the UK?

      All our UK deliveries are carried out by fast, efficient courier service HERMES - This means we can avoid any delays caused by seasonal backlogs or postal strikes.

    • Do you offer a Next Day delivery service?

      We can now offer Next Day Delivery (Monday to Saturday) for UK orders placed by phone. (*please note, some post codes are not included in our Next Day Delivery service. For exclusions, click here.)

    • How much does Next Day Delivery cost?

      UK Next Day Delivery rate is £7.95 for deliveries Monday through to Friday - and £12.95 for delivery on Saturday.
      *Next Day delivery is only available for UK deliveries.

    • How do I request a Next Day delivery on my order?

      Simply call 0800 376 7974 and place your order with our sales advisors before 1pm and ask for Next Day Delivery. *This is only available for UK deliveries.

    • How do I find out the cost of delivery outside of the UK?

      Please select a country using the drop down menu below. Your delivery cost will be displayed in the comment box beneath.




      *Please bear in mind that international package deliveries may be subject to local customs and duty charges.


    • How long do deliveries outside of the UK take?

      Deliveries for Europe take 2-5 working days and 4-10 working days for the rest of the world.

    • Do you deliver to BFPO address?

      Yes, our delivery charge is £3.95 no matter how large your order.

    • Will my items arrive together?

      Any out of stock items will be dispatched separately as soon as they are available at no extra costs. On occasions, there are items that we pack on their own due to the delicate nature of the fabric. These will arrive by themselves but, again, at no extra cost to you.

      If we are unable to fulfil your complete order, you will not be charged for any items that are out of stock.

    • Can I collect my order from an Outlet Store?

      You can have your parcel delivered to either our Oakham or Hatfield Outlet Store. Please call 0844 700 7070 to place your order and advise the operator. You will not be charged delivery if you select this option.

    • Do I have to sign for delivery?

      No, if you are out, our courier will leave the parcel in a secure location (e.g. front porch or ‘in the garden shed’) or with a neighbour. You can specify where you wish your parcel to be left via the ‘Special Instructions’ box during the checkout process.

  • Returns

    • How do I return an item & exchange for another?

      On the delivery note enclosed in your parcel, tick the exchange box alongside the item you are returning and advise the reason for return. Complete the section overleaf for the item you require as an exchange. Tear along the perforated line in the centre and enclose the bottom half in the parcel with your goods (keep top half for your records).

      If you return for exchange within 28 days of despatch we will happily refund your return postage.

    • If I order an exchange, do I have to pay postage and packing again?

      No, we send your exchange item/s out free of charge.

    • How do I return an item for a refund?

      Simply tick the refund box alongside the item you are returning and advise the reason for return. Tear along the perforated line in the centre and enclose the bottom half in the parcel with your goods (keep top half for your records).

      Your refund will be credited back to the card used to place your original order.

    • Do I pay to return my parcel?

      If you return for exchange within 28 days of despatch we will happily refund your return postage.
      If you are returning for a refund you will need to pay to return the item to us either via Royal Mail or Hermes Returns - hermesreturn.me/to/landsend.

    • Can I reorder my exchange item over the phone before I return?

      Yes, a fresh order for the item you require can be placed by calling one of our sales advisors on 0800 376 7974. If calling, please mention to the sales advisor that you are placing a reorder, quoting the original order number. Remember to tick the box for a refund on your return paperwork and add a comment on the return paperwork advising that you have placed your exchange order over the phone. If this falls within the 28-day period after despatch, then our returns department will ensure your return postage is reimbursed (on receipt of the returned parcel).

    • How long does it take to process my return?

      We aim to process your return within 48 hours of receipt.

    • Where do I send my return?

      Returns Department
      Lands’ End Europe Limited,
      Lands’ End Way,
      Oakham,
      Rutland,
      LE15 6US.

    • Will I received notification of my return via email?

      If you have requested a refund and supplied us with your email address at point of order we will send you an email to advise you when your refund has been processed.
      **This service is currently only available to customers who have ordered over the telephone.

    • How do I return my parcel using the Hermes Return Service?

      You need to have access to the Internet and have a printer in order to print your return label. You can arrange to have your parcel collected by our courier service, Hermes or alternatively, you can take your parcel to a convenient Parcelshop. Go to hermesreturn.me/to/landsend for full details.

    • What is the cost of returning my parcel via Hermes Return Service?

      Standard rate for both services is £2.70 inclusive of VAT. You must go via this link hermesreturn.me/to/landsend to benefit from our special Lands’ End rate.

    • How do I return my parcel using Royal Mail?

      Complete the returns form to advise what you are returning and the reason why. Fill in the reverse part of the form if you require an exchange item.

      Attach the pre-addressed return label (bottom left) to front of parcel. We advise obtaining a certificate of postage (free from Post Office).

    • Do I need to use the original packaging to return my items in?

      Our packaging is reusable; however, you do not need to return items in the original packaging providing they are wrapped securely for posting.

    • How do I track my return through the Hermes Parcel Returns process?

      You can track it after 24 hours by clicking on the link hermesreturn.me/to/landsend. You will need your tracking number (this is the barcode on the label).
      Once we have received the parcel, you should allow up to 1-2 working days for us to process your return.

    • Can I still return if I no longer have my returns paperwork?

      Yes, simply send us a covering letter detailing your name and address, what you are returning and why, stating if you would like a refund or an exchange. Return to: Returns Department, Lands’ End UK Ltd, Lands’ End Way, Oakham, Rutland, LE15 6US.

      Items returned without original paperwork will be refunded/exchanged at the last known selling price in the form of Gift Vouchers.

    • Does anything different apply if returning from overseas?

      We need you to complete a returns form as above, however, couriers and delivery companies differ for each country, so the choice of which you use to return your parcel to us is completely yours. We do ask that you obtain a certificate of postage.

    • If you have hemmed trousers or monogrammed items for me can I still return them?

      Yes. Everything is included in our guarantee policy.

    • How do I return a gift?

      Complete the form you received with your parcel depending on whether you would like a refund or exchange. In addition to this please complete the section for your address details in the bottom right hand corner of the form enclosed in your parcel.

      Please note: Refunds on gift items will be in vouchers only.

    • When will I be credited for returned items?

      You will be credited as soon as we have received and processed your return. It can take a few days for your bank to process the refund. Some credit card companies can take up to 30 days to credit your account. Should you have not received a refund after this period, please contact your card issuer in the first instance. Refund cheques are sent by post and should reach you within three days.

    • Consumer Contracts Regulations 2013

      If you reside within the European Union and you cancel your entire order within 14 days of receipt of your goods, we will refund the standard postage costs you paid as part of that order, in accordance with the Consumer Contracts Regulation 2013.
      If you paid for premium or express delivery, we will only refund the cost of standard delivery. You would need to pay the costs of sending the order back to us. We will not refund any postage charges if you cancel after 14 days' notice of receipt – or if you only cancel part of your order.

      If you would like to cancel your order please contact our Customer Services Department by calling 0800 376 7974 or by emailing us at customercontact@landsend.co.uk stating your intention to cancel your order. Please include your order number in the email.
      As Lands' End always makes a great effort to process orders immediately it may not always be possible to stop an order being dispatched in time. In this instance please return the order following the returns instructions that are contained in the parcel.

    • Do you offer free returns?

      Sorry, but no. We’d love to but, if we did, the cost would have to be absorbed into the prices we charge for our products. However, we do refund your return postage if you return within 28 days of despatch and reorder another item.

    • Is there a time limit on returns?

      No. You can return an item at any time for an exchange, replacement or refund. However, please note, after 28 days we do not refund the cost of your return postage if you reorder another item.

      ***Any returns sent back without the original paperwork/receipt will be refunded at the last known selling price in the form of Gift Vouchers.

    • Can I return items bought from an outlet store or show stand?

      Yes. If you wish to return items purchased from a Lands' End outlet store or show stand, please post them to us (as above) enclosing your receipt and details of where you purchased them. Please indicate whether you would like a refund or an exchange. (Please note, we can only exchange items for current catalogue or online stock if available.)
      If you do not have the receipt, we will refund you the current or last known selling price for the item(s).

  • Technical

    • How do I change my e-mail address?

      Log on using your old email and visit the ‘My Account’ section of the website. From here, select ‘Settings’ from the left hand side of the page. Simply overtype the existing email address with the one you wish to update it with, enter your password below then choose ‘Continue’. You will need to use this new email address to log in each time you wish to place an order.

    • I have forgotten my password. How do I reset it?

      To reset your password simply click ‘Login’ at the top of the Lands’ End homepage. Follow the ‘forgotten password’ link, enter a current valid email address and we will send you an email containing a link to reset your password. The link is only active for 30 minutes so you must click on this straight away to reset your password.
      If you have not received the email to reset your password within 30 minutes this means that you are not registered on the website so will need to follow the process to register for the website from this link CreateAnAccount.

    • I can’t place items in the Shopping Basket - help!

      There are several reasons this might happen

      In order to use the Lands’ End website you have to allow cookies. You can change these by clicking on ‘Tools’ at the top of the web page, then ‘Internet Options’, then ‘Privacy’. Select the ‘Advanced’ button and make sure the box that says ‘always allow session cookies’ is checked.

      Your security settings may be too high for our website. It is advisable to have them set to ‘medium’ which is the recommended setting for most websites. You can change these by clicking on ‘Tools’ at the top of the web page, then ‘Internet Options’ then ‘Security’. The slider needs to be moved to the ‘medium’ setting.

    • How can I change my billing or delivery address?

      You can edit a current address or add an additional by visiting your ‘Address Book’. You can find this in the ‘My Account’ section of the website after logging in.

    • How do I ship items to a different address?

      If you have a different address saved in your address book, simply select it from the drop down menu at the checkout delivery screen. You can add an additional address at this screen and request for it to be added to your address book for future use.

    • How do I ship items to a different address?

      If you have a different address saved in your address book, simply select it from the drop down menu at the checkout delivery screen. You can add an additional address at this screen and request for it to be added to your address book for future use.

    • The font on the website is too large or too small

      You can change the font size by clicking ‘View’ on the menu bar at the top of the page. On the drop down menu, select ’Text Size’. With your cursor on this, it will bring up a selection of five sizes from which you can choose. Select the font size you prefer.

    • I have not received an e-mail confirmation.

      There could be a few reasons for this:

      You have not entered your e-mail address into Contact Information for order enquiries and despatch notification which is located at the end of the Personal Shopping Account page. You may have only added your telephone number.

      You have not added our e-mail address to your address book. You need to add notifications@email.landsend.co.uk to your address book to allow our notification e-mail into your inbox. Until this time the e-mail may be in your spam folder (junk mail).

      You may have misspelt your e-mail address.

    • How do I subscribe to your email newsletter?

      At the top of the home page you will see "NEWSLETTER". Click through to the sign up page and enter your email address in the field provided. Press the continue button and you will then receive a message to say "your subscription has been received, thank you".

    • How do I unsubscribe from your email newsletter?

      At the top of the home page you will see "NEWSLETTER". Click through this link and enter your email address in the "unsubscribe from the newsletter" field. Then click on the unsubscribe button. You will then receive a message to say "you have successfully unsubscribed".

      Please note, the email address must be typed in exactly as it was entered when subscribing.

    • I’ve signed up for the newsletter but haven’t received one yet.

      Before contacting us, try adding newsletter@email.landsend.co.uk to your address book to allow our newsletter e-mail into your inbox. Until this time the e-mail may be in your spam folder. If you have done, but are still not receiving our newsletter, please email us.

    • Why haven’t I received free delivery?

      You may not have entered the code in the correct field. You need to add the promotional code to the “Enter promotional code here” box on the shopping bag page or on the payment page at checkout. Please check the expiration date of the promotion as it may have expired.

    • How can I change my address details?

      For the Internet - Log onto "My Account" and click on "Address Book" – from here you will be able to change your address details.

      For the Catalogue - Call us on 0800 376 7974. If you’re calling from The Republic of Ireland, Netherlands, France and Germany please call 00800 00 220 106 and for all other countries please call (+44) 1572 758070.

    • How can I change my personal details?

      For the Internet - Log onto "My Account" and click on "Settings" - you will then be able to change any personal information.

    • Can I change my address details to outside the UK if I am moving abroad?

      For the Internet - Log onto "My Account" and click on "Address Book" - you will then be able to change your address details and select your new country from the drop down box.

      For the Catalogue - Call us on 0800 376 7974 if you are phoning from the UK. If you’re calling from The Republic of Ireland, Netherlands, France and Germany please call 00800 00 220 106 and for all other countries please call (+44) 1572 758070.

      Any other questions? Please e-mail customercontact@landsend.co.uk

  • Security

    • What is ’Phishing’?

      In computing, phishing is an attempt to criminally and fraudulently acquire sensitive information, such as usernames, passwords and credit card details, by masquerading as a trustworthy entity in an electronic communication. eBay, PayPal and online banks are common targets. Phishing is typically carried out by e-mail or instant messaging, and often directs users to enter details at a website, although phone contact has also been used. Phishing is an example of social engineering techniques used to fool users. Attempts to deal with the growing number of reported phishing incidents include legislation, user training, public awareness, and technical measures.

    • What is ’e-mail Spoofing’?

      E-mail spoofing is a term used to describe fraudulent e-mail activity in which the sender address and other parts of the e-mail header are altered to appear as though the e-mail originated from a different source. E-mail spoofing is a technique commonly used for spam e-mail and phishing to hide the origin of an e-mail message. By changing certain properties of the e-mail, such as the From, Return-Path and Reply-To fields (which can be found in the message header), ill-intentioned users can make the e-mail appear to be from someone other than the actual sender. It is often associated with website spoofing which mimics an actual, well-known website but are run by another party either with fraudulent intentions or as a means of criticism of the organisation’s activities. The result is that, although the e-mail appears to come from the e-mail indicated in the "From" field (found in the e-mail headers) it actually comes from another e-mail address, probably the same one indicated in the "Reply to" field; if the initial e-mail is replied to, the delivery will be sent to the "Reply to" e-mail, that is, to the spammer’s email.

    • What is a ’Cookie’?

      HTTP cookies, or more commonly referred to as Web cookies, tracking cookies or just cookies, are parcels of text sent by a server to a web browser and then sent back unchanged by the browser each time it accesses that server. HTTP cookies are used for authenticating, tracking, and maintaining specific information about users, such as site preferences or the contents of their electronic shopping baskets. The term "cookie" is derived from "magic cookie," a well-known concept in UNIX computing which inspired both the idea and the name of HTTP cookies.

      Cookies are also subject to a number of misconceptions, mostly based on the erroneous notion that they are computer programs. In fact, cookies are simple pieces of data unable to perform any operation by themselves. In particular, they are neither spyware nor viruses, despite the detection of cookies from certain sites by many anti-spyware prouctsd.

      You can change your website browser settings to disable or reject cookies; for more information and to learn how to disable them, please visit www.allaboutcookies.org Please note, however, though most modern browsers allow users to decide whether to accept cookies, rejection makes some websites unusable. For example, shopping baskets implemented using cookies do not work if cookies are disabled. Disabling or rejecting cookies may impair the functionality of the website and may mean that you are not able to shop from landsend.co.uk

    • What is ’JavaScript’?

      JavaScript is a scripting language most often used for client-side web development.
      The primary use of JavaScript is to write functions that are embedded in or included from HTML pages and interact with the Document Object Model (DOM) of the page. Some simple examples of this usage are:
      Opening or popping up a new window with programmatic control over the size, position and ’look’ of the new window (i.e. whether the menus, toolbars, etc. are visible).
      Validation of web form input values to make sure that they will be accepted before they are submitted to the server.
      Changing images as the mouse cursor moves over them: This effect is often used to draw the user’s attention to important links displayed as graphical elements.

      Because JavaScript code can run locally in a user’s browser (rather than on a remote server), it can respond to user actions quickly, making an application feel more responsive. Furthermore, JavaScript code can detect user actions which HTML alone cannot.


    • Any other questions? Please e-mail customercontact@landsend.co.uk

  • Other

    • Why are products shown in the catalogue if they are not available?

      Our catalogues are planned months in advance. Sometimes an item or colour proves far more popular than we anticipated, which can lead to disappointment i.e. stocks of an unexpectedly popular item which were plentiful when the catalogue was printed become depleted in certain colours or sizes.

    • Why have my friend and I not received the same offer?

      From time to time we send out different offers to different customers depending on selections made by our Marketing Department.


    • Any other questions? Please e-mail customercontact@landsend.co.uk