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.

Technical

I wish to change my e-mail address.

Once logged in, 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.

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 a randomly generated temporary password. You are able to change this password to something more personal after logging in by visiting the ‘my account’ section of the website.

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.

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.

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).
Or
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.
Or
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 "Sign up for email". 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.

You have not added our e-mail address to your address book You need to add 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.
Or
You may have mis-spelt your e-mail address.

Why haven’t I received free delivery?

You may not have entered the code in the correct field. You need to add the current code in the box, which is located underneath the credit card information on the checkout page.

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

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.
Alternatively, please call us on 0800 376 7974 and one of our advisors will be more than happy to assist.

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.
For all other countries (+44) 1572 758070.

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