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EXCHANGES AND 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.
Please note: If you made your original purchase through PayPal we cannot process an exchange at the time of return. Please return the item for a refund and place a new order on the website.
For more information, please call one of our advisors on Freephone 0800 376 7974 (UK only); 00800 00 220 106 (The Republic of Ireland, France, Netherlands and Germany); all other countries call (+44) 1572 758070
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 Debit/Credit card/PayPal account used to place your original order.
Note: PAYPAL RETURNS (after 365 days)
For items originally paid for by PayPal and returned after 365 days (from date of purchase), we are not able to process a refund to your PayPal account. In this instance, we will contact you directly, and ask for an alternative credit/debit card to refund your payment to. (Please note: if item(s) are returned without the original paperwork and we can no longer find your order on the system, we will refund the items at the last known selling price in the form of Lands’ End Gift Vouchers.
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.
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?
Lands’ End Europe Limited,
Lands’ End Way,
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 Hermes Returns for full details.
How do I return using a Hermes Locker?
You can now select to return your parcel via a Hermes locker. Please select this option when arranging your Hermes return via: Hermes Returns
You will be sent an email from Hermes 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 Hermes lockers can be found here: Find a Parcel Shop/Hermes Locker
If you have any questions please call us on 0800 376 7974 (UK) or (+44) 1572 758070 (International) or alternatively email us at: email@example.com
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 to Hermes 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. 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 Hermes 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 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 or PayPal 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 firstname.lastname@example.org 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).