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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 link.
If we cannot answer your question satisfactorily, please contact one of our friendly sales advisors in the manner most convenient for you...they’ll be happy to help.


What is your returns policy?

Quality. Guaranteed. No ifs, no buts, no problem.
We back everything we sell with the most straightforward guarantee you’ll find in the catalogue business. Simply put, if you’re not 100% happy with a purchase, you can return it at any time for an exchange, replacement or refund – no ifs, no buts, no problem. Our guarantee does not affect your statutory rights as a consumer.

How can I return unwanted items?

We hope you’ll be delighted with every purchase. However, if you need to return any items please follow the three simple steps below:

STEP 1: Complete the relevant section of the packing slip enclosed with your order (instructions can be found on the slip).

STEP 2: Attach the pre-printed address label from the packing slip to your parcel (please note this label is not pre-paid).

STEP 3: Return the parcel either via Royal Mail or by arranging a ‘Hermes’ collection for a time convenient to you. Please visit Hermes & Lands’ End for more details. If sending from a mainland Post Office we recommend obtaining a ’proof of postage’ available free on request.

Do I need to use the original packaging?

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

What happens if I no longer have the original paperwork?

Simply include a covering letter with your name, full address, customer number and the details of the return and we will process your return as normal. Make sure to include a contact e-mail address or telephone number, just in case we have a query.

Where do I send my return?

Please send returns to:
Returns Department,
Lands’ End Europe Limited,
Lands’ End Way,
LE15 6US.

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 offer free exchanges – see below…

If I want to return a garment for replacement – will I have to pay for the postage?

If you return your garment at the Post Office within 28 days of receipt, unworn, and in perfect, saleable condition, complete with all the labels and packaging, we will send your replacement(s) free of any post & package charge PLUS we will refund the cost of your return postage (using Royal Mail Standard Services). Alternatively you can use the Hermes Parcel return service, which costs £2.70 (fixed rate); details at Hermes & Lands’ End

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

Yes. Everything is included in our guarantee policy.

If I paid by credit card and am asking for a replacement item do I need to complete the credit card section again on the returns form?

No. If the card you used for the original order is still valid you do not need to provide card details again.

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

You can track it after 24 hours by clicking on the link: Hermes & Lands’ End. You will need your tracking number (this is the barcode on the label) or your email address. Once we have received the parcel, you should allow up to 5-7 working days for us to process your return. Should you have any questions about your return via Hermes, you can contact them directly: or call them on 03332 220321

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.

Will you notify me of my return?

We will notify you of any credited amount via e-mail if you have ordered by phone and supplied us with your email address.

How long does it take to process my return?

We aim to process your return within five working days of receipt.

Any other questions? Please e-mail