Customer Services

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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 question and the answer will appear below.

If you can't see your question below, please contact us:

Call us (we’re open 8am-10pm daily) on FREEPHONE 0800 376 7974 (from the UK) or (+44) 1572 200143 (from outside the UK)

Email us: customercontact@landsend.co.uk

Use Live Chat (available 8am-9pm daily)

  • 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 8am - 10pm , 7 days a week (During bank holidays we open between 10am and 4pm and we close our call centre on Easter Sunday/Christmas Eve/Christmas Day/Boxing Day/ New Years Day ). Please have your address, postcode 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.

    • 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 200143 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
    • Standard (within the UK) £3.95 Evri Within 2-5 working days Royal Mail can be requested by phone. Call us free on 0800 376 7974
      Next Day Delivery (within the UK) Monday–Friday delivery is £7.95. Saturday delivery is £12.95 DHL/UKMail Next day Please call us before 11.30am (or by 10.30am if your order includes custom hemming and/or personalisation) Monday to Friday on 0800 376 7974 and our friendly customer service agents will be happy to arrange a next day delivery for you. Some postcodes are excluded. Requires signature.
      International £7.50 - £15.00 Whistl For Europe, it’s 7-10 working days and 7-15 working days for the rest of the world Parcels which weigh under 2kg will be sent on a non-tracked service
      Oakham Outlet Store Collection Free Available for collection the next working day Store Collection can be requested by phone. Call us free on 0800 376 7974
      • Who do you use for deliveries within the UK?

        We use Evri for our standard delivery. We aim to dispatch within 48 hours of ordering and you should receive your order 2-5 working days after dispatch. If monogramming, engraving or hemming services are required, please allow an extra 24 hours between order and despatch.
      • How do I track my Evri parcel?

        You can track your parcel by clicking here or on the Evri app. Your tracking number will be sent via email from Evri.
      • What happens if I’m not in to accept my Evri delivery?

        Evri will attempt to deliver three times. Evri will email you an hour time slot in the morning. If you are out, and you have not specified a safe place, the courier will attempt to re-deliver on the next two working days. If all 3 delivery attempts fail, your parcel will be returned to Lands‘ End. We recommend downloading the Evri app – you can leave delivery instructions, provide guidance using what3words or by dropping a pin, set your preferred neighbour and even upload photos to help the courier.
      • Where is my order? It has not arrived in the stated timeframe.

        You can track your parcel by clicking here or by downloading the Evri app. If there is a problem or you need assistance, please contact one of our customer service agents who will be more than happy to help you. You can contact us in many ways! Please click here for our contact details.
      • Can you deliver to a ParcelShop?

        No. If you prefer to collect your parcel, we recommend you request Royal Mail delivery by calling us free on 0800 376 7974 and we will gladly set that up for you.
      • Do you offer a next day delivery service?

        Yes, please call us on 0800 376 7974 and our friendly customer service agents will be happy to arrange this for you. Please call us before 11.30am to arrange this (or by 10.30am if your order includes custom hemming and/or personalisation). The charge is £7.95 for a Monday to Friday delivery service and £12.95 for a Saturday delivery service. Not available for addresses in Northern Ireland, the Channel Islands, the Outer Hebrides, the Isle of Man or IV1-39, 40-49, 50-56, 63, KW 1-17, PA20-38, 41-49, 60-78, PH4-44, 49-50, ZE1-3, AB31-38, 40-56, KA27-28, FK17-21 postcodes.
      • One of my items is on a pre-order. When will I get my items?

        Pre-ordered items will be delivered separately when available, at no extra cost. We’ll keep you up to date with any date changes and you’ll receive an email when the item is dispatched.

      • What is 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 the UK take?

        Deliveries for Europe take 7-10 working days and 7-15 working days for the rest of the world.
  • Returns
    • What is the Lands’ End Returns Policy?

      Eligible returns for a refund received within 90 days of purchase will be issued to the original form of payment and should be accompanied by a Lands’ End proof of purchase.

      If you return your entire order within 28 days we will refund the full invoice amount, including original shipping costs.

      Items sent to Lands’ End outside of the terms of this Returns Policy are not subject to a refund. If you wish, they will be returned to you at your expense.

      Refunds will be issued for the original purchase price only when accompanied by a Lands’ End proof of purchase. If neither the customer nor Lands’ End can locate this documentation, the refund will be issued at the value determined by Lands’ End.

      Exclusions from this Returns Policy:

      • Personalised items cannot be returned except for defective quality. If there is a quality issue, you may return the item in new condition for a full refund within 90 days of purchase.
      • Personalisation includes monogramming, embroidery and engraving.
      • Swimwear must have the hygiene strip removed after trying on to be returnable.
      • Lands’ End reserves the right to refuse items for a return or exchange if the items have excessive wear and tear.

      Please use our FAQ section for more information about returning your purchase.

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

      If you wish to exchange, please return your original item(s) to request 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 the top half for your records).

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

      Then place a new order via our website or by telephoning our team on 0800 376 7974 within the UK. In all other countries, call (+44) 1572 200143.

    • 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?

      Yes, you will need to pay to return the item(s) to us either via Royal Mail or Evri Returns.

    • Can I reorder my exchange item(s) before I return?

      Yes, a new order for the item(s) you require can be placed straightaway by calling one of our sales advisors on 0800 376 7974 or online at landsend.co.uk.

    • How long does it take to process my return?

      We aim to process your return within 1-2 working days of receipt. Things could take a little longer during high volume periods like Christmas.

    • Where do I send my return?

      If you are based in the UK, please send to:

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

      If you are based outside the UK, please send to:

      Returns Department
      Lands’ End GmbH
      In der Langwiese
      66693 Mettlach
      Germany

    • Will I receive 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.

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

      You will need to have access to the Internet to arrange your return. There are two options available. You can take your parcel to a convenient Parcelshop. You can either print your label at home or at the Parcelshop. If printing your return label at a Parcelshop, you will need a QR code or reference number. Alternatively, you can arrange to have your parcel collected by our courier service Evri. Go to Evri Returns for more information and initiate your return.

    • How do I return using an Evri Locker?

      You can now select to return your parcel via an Evri locker. Please select this option when arranging your Evri return via: Evri Returns

      You will be sent an email from Evri with your return label and a locker code which you will need to use to open the locker and leave your parcel.

      Locations for all the Evri lockers can be found here: Find a Parcel Shop/Evri Locker

      If you have any questions please call us on 0800 376 7974 (UK) or (+44) 1572 758070 (International) or alternatively email us at: customercontact@landsend.co.uk

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

      Standard rate for both services is £2.70 inclusive of VAT. You must go to Evri Returns 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. 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?

      If you are preparing a return, note our packaging is reusable; however, you do not need to use the original packaging.

      Where possible we suggest using the individual bags and/or boxes the products came in, but this is not essential. Please include your completed returns slip and ensure all items are securely wrapped together in appropriate packaging for posting.

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

      You can track it after 24 hours by clicking on Evri Returns. 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 your item(s) and a covering letter detailing your name and address, what you are returning and why. Send to: Returns Department, Lands’ End UK Ltd, Lands’ End Way, Oakham, Rutland, LE15 6US.

      Items returned without original paperwork will be refunded/exchanged at a value determined by Lands’ End.

    • Does anything different apply if returning from overseas?

      We need you to complete a returns form as normal and enclose this with your parcel. 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. Also, please note that returns from anywhere outside the UK should now be sent to:

      Returns Department
      Lands’ End GmbH
      In der Langwiese
      66693 Mettlach
      Germany

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

      Personalised items cannot be returned except for defective quality. If there is a quality issue, you may return the item in new condition for a full refund within 90 days of purchase.

      Personalisation includes monogramming, embroidery and engraving, but NOT custom-hemmed items, which can be returned as normal under our Returns Policy. See full details above.

    • How do I return a gift?

      Complete the form you received with your parcel. 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 UK or the EU, these regulations stipulate that if you cancel your entire order within 14 days of receipt of your goods, we should refund the standard postage costs you paid as part of that order. At Land's End, we have extended this period to 28 days. We will not refund any postage charges if you cancel after 28 days' notice of receipt – or if you only cancel part of your order.

      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.

      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.

    • Is there a time limit on returns?

      Yes, please see our Returns Policy above.

    • 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. If you do not have a receipt, we will refund at a value determined by Lands' End.

  • 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 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