Lands' End 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.

  The refund at the original purchase price can only be made upon presentation of the Lands' End proof of purchase. Please ensure that the proof of purchase you include with your return relates to all items you're sending back; if neither the customer nor Lands' End can prove this, Lands' End will determine the refund amount.

  Exclusions from this Returns Policy:

  • Please note: Earrings may not be returned, except for quality issues.
  • 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, engraving and altered garments.
  • Lands’ End reserves the right to refuse items for a return or exchange if the items have excessive wear and tear.
• 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.

  Register a return through ZigZag

  Registering and returning through ZigZag is quick and easy, simply follow the steps below.

  1: Identify Order - enter the first 7 digits of your order number, followed by your postcode, found on your paper summary

  2: Select Items - tick item(s) to return

  3: Choose Return Method - pick preferred carrier and select drop-off option

  4: Get Label or QR Code - choose scannable QR code, or print label at home

  Please note that a refund of the original purchase price can only be issued upon presentation of your proof of purchase at Lands’ End. Be sure to include this with your return. If proof of purchase is not available from either the customer or Lands’ End, the refund amount will be determined by Lands’ End.

  Returns portal

  Please note at this time, our online returns partner ZigZag cannot be used if your order was delivered via Royal Mail, an Express Delivery service or to an address outside of mainland UK. In this instance please return directly with either EVRi or Royal Mail 2nd class post or reach out to one of our customer service team on 0800 376 7974.
• How do I return my parcel using the ZigZag return service?

  Returning an item? It’s easy with ZigZag.

  To start your return, simply visit our online returns partner, ZigZag. There, you can register your return and generate your returns label in just a few steps:

  1. Identify Your Order
     Enter the first 7 digits of your order number, followed by your postcode, which can be found on your paper summary.
  2. Select Items to Return
     Tick the item(s) you wish to return and choose a reason for each.
  3. Choose Your Return Method
     Pick your preferred carrier - Evri or Royal Mail - and select a drop-off option.
  4. Get Your Label or QR Code
     Opt for a scannable QR code for smartphone drop-off, or print a label at home if that’s easier.

  Once your return is registered, your label or QR code will be emailed to you.

  To help us process your return smoothly, please ensure your return is securely packaged and that the correct item is being sent back.

  We are unable to store items sent by mistake and cannot guarantee that incorrect items will be returned. Please note, compensation cannot be provided for items sent in error. We appreciate your understanding.

  Go to the ZigZag returns portal to initiate your return.

  Please note at this time, our online returns partner ZigZag cannot be used if your order was delivered via Royal Mail, an Express Delivery service or to an address outside of mainland UK. In this instance please return directly with either EVRi or Royal Mail 2nd class post or reach out to one of our customer service team on 0800 376 7974.
• What are the ZigZag returns instant refund Terms & Conditions?

  Please note: The ZigZag returns service MUST be used to be eligible for an instant refund.

  Lands’ End Instant Refund Policy (2025)

  Eligibility Criteria for Instant Refunds

  An instant refund allows you to receive your refund before Lands’ End receives your returned item. This is offered for eligible items and under specific conditions.

  • The return is requested within the valid return period.
  • Proof of purchase is available and verified. We also recommend you retain a personal record of returned items (confirmation email).
  • The item is not customized or excluded from return.
  • You have a history of accurate and timely returns.

   Note: Eligibility is assessed automatically and/or manually based on customer profile and item category.

  Incorrect Returns – Guidelines

  If the returned item(s):

  • Does not match the original item confirmed as being returned.
  • Proof of purchase is available and verified. We also recommend you retain a personal record of returned items (confirmation email).
  • Has been customised (labels removed etc).
  • Is not covered by our guarantee.

  We will:

  • Contact the customer in the first instance to discuss return issue.

  Then:

  • Refund Adjustment: The refund may be partially reduced to reflect the condition or nature of the item.
  • Refund Reversal: The original refund may be charged back to the customer’s payment method.
  • Flagging the Account: Customers with repeated incorrect returns may be restricted from receiving instant refunds in the future.

  Refunds Methods

  • As a credit to your original payment method (may take 1-2 days).

  Important Notes

  If the returned item(s):

  • Refunds are confirmed via automated email.
  • It may take up to 7 business days for the refund to appear on your bank or credit card statement.
  • Lands’ End Europe/GmbH reserves the right to remove this refund offering at any time.
  • When you have accidentally sent the wrong item to Lands’ End, contact Customer Service as soon as possible as Lands’ End does not store mistakenly sent items. Lands’ End cannot guarantee your item will be found and returned, and no compensation is provided for incorrect items sent to Lands’ End.
• Do I pay to return my parcel?

  Yes, you’ll need to cover the cost of returning your item(s) through our online returns partner, ZigZag.

  Start your returns process here.

• What is the cost of returning my parcel via the ZigZag return service?

  Standard rate for this service is £2.70 inclusive of VAT.

  To benefit from our special Lands' End rate please start your returns process here.

• 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

• Can I arrange a collection for my return?

  Yes, you can schedule a home collection through Evri or Royal Mail:

  • Evri Collection:
    Choose a collection date up to seven days in advance. Please ensure you print your return label at home. Go to Evri Returns for more information and to initiate your return. The cost for the Evri collection is £2.70.
  • Royal Mail Parcel Collect:
    You can also use Royal Mail’s Parcel Collect service. When selecting your parcel size (Large Letter, Small Parcel, or Medium Parcel), please choose carefully. If the wrong size is selected, Royal Mail may charge Lands’ End the difference, and we’ll contact you to recover the cost. Go to Royal Mail Parcel Collect for more information..
• 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.

• What happens if I return my items after 90 days?

  As detailed in our Returns Policy, any eligible returns must be sent back to us within 90 days. If you return an item outside the 90-day period, we will be unable to send the item back to you.

• 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.

• 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.

• 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.

• 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.

• 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.

  If you do not have the original order summary, please include a covering letter.

  If you need to send a gift back without the order number please use Royal mail or Evri. Go to Evri Returns for more information and to initiate your return.

  Please note: Refunds on gift items will be in vouchers only.

• How long does it take to process my return?

  Returns and refunds:

  • ZigZag Returns:
    If you're returning your item through our online partner, ZigZag Returns, please allow 1–2 working days from the time of drop-off for us to issue your refund.
  • Other Return Methods:
    For returns made via alternative methods outside of ZigZag, it typically takes 5–7 working days for your parcel to reach us at Lands’ End. Once received, please allow 1–2 working days for us to process your return.
  • Bank Processing Time:
    After we issue your refund, your bank may take 2–5 working days to credit the amount back to your account.
  • Peak Periods:
    During busy times such as Christmas, processing may take slightly longer. We appreciate your patience and will work to complete your refund as quickly as possible.
• 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.

• 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.

• 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

• Can I return items bought from an outlet store or show stand?

  Yes. Items can be returned within 90 days of purchase. You can return them directly to the outlet store in Oakham or via post to:
  Returns Department Lands' End Europe Ltd
  Lands' End Way
  Oakham
  Rutland
  LE15 6US
  Please enclose your receipt and details of where the item was purchased. If you do not have a receipt we will refund at a value determined by Lands' End.