Lands' End
Customer Service

Customer Service

At Lands’ End, we do our very best to help in any way we can; it’s all part of the service.
We also know that by listening to you, our customer, we can continue to learn and improve our services - which is why we invite your feedback, both good and bad.

If you have a comment or suggestion you’d like to share with us, simply click on the link below for details of how to get in touch.

Exchanges & Returns


We want you to be delighted with every purchase. However, if you have changed your mind and need to make a return, then simply follow the three easy steps below:

ROYAL MAIL OR COURIER SERVICE - YOUR CHOICE


You can return your parcel via Royal Mail from your nearest post office (please ask for a 'proof of postage' receipt).

Alternatively - our delivery partners, Hermes, can collect the returns parcel from your home or from your nearest ParcelShop drop-off point.  Please note, at present, this service is only possible for parcels that were originally delivered to you by Hermes.

STEP 1:

Please complete the relevant section of the packing slip enclosed with your order (guidelines can be found on the slip). If you no longer have your paperwork then please ensure you enclose the following information with your parcel:

  • Name, address, customer number, and the details of what you are returning and why you are returning the product and whether you require a refund or an alternative item.

STEP 2:

If your parcel was delivered to you by our courier Hermes,  you can arrange for Hermes to collect your returns parcel from your home or, if it's more convenient, you can use your nearest ParcelShop drop-off point. For collection from home, Hermes can offer a stated day collection and your parcel will be tracked all the way back to our returns department. You will need to have access to a printer so you can print your delivery label. Visit the Hermes & Lands' End returns web page and follow the on-screen instructions for your preferred method of returns. You will be able to locate your nearest ParcelShop after you have registered and logged into the Hermes website. The standard service for home collection or ParcelShop collection will cost £2.70 including VAT.

Alternatively, you can use the Royal Mail by attaching the pre-printed address label from the packing slip onto your parcel (please note this label is not pre-paid).  If you no longer have your original paperwork please return your parcel to the address below:

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

STEP 3:

Return the parcel using the collect from your home/ParcelShop drop-off, Hermes service or Royal Mail Standard Services. If sending from a mainland Post Office we would recommend obtaining a 'proof of postage' certificate, available free on request.

STEP 4:

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 customer who have ordered over the telephone.


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 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.


How do I return a gift?


Complete the form as above for a refund or an exchange. In addition to this please complete the section for your address details in the bottom right hand corner of your delivery note enclosed in your parcel. Please note: Refunds on gift items will be in vouchers only.


How do I return my parcel?


You can have your parcel collected by our courier service, Hermes or alternatively, you can take your parcel to a convenient Parcelshop. Standard rate cost for both services is £2.70 inclusive of VAT. Go to myhermes.co.uk/returns/landsend for full details.
Or return using Royal Mail: attach the pre-addressed return label (bottom left) to front of parcel. We advise obtaining a certificate of postage (free from Post Office).


Have you returned a parcel to us via Hermes Parcel Returns?


You can track it after 24 hours by clicking on the link. https://www.hermesparcelreturn.co.uk/
You will need your tracking number (this is the barcode on the label).
Once we have received the parcel, you should allow up to 5-7 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.


Does anything different apply if returning from overseas?


We need you to complete 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.


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


Yes, simply 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).


I want to cancel my order. How do I do this?


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 Distance Selling Regulations.
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.


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).


Buy with total confidence

Lands' End has been rated as one of the "best for returns"' in a recent survey of online clothing retailers by one of Britain's leading consumer magazines.