Exchanges and 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.

  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.
• 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.

• 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 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.

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

• 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 the Evri Return Service?

  RETURNS: IMPORTANT INFORMATION
  You must have access to the internet to arrange a return.

  PARCEL SHOP: Print your return label at home or at the Parcel Shop. When printing your label at the Parcel Shop, you will require a QR code or authorisation code downloaded to your smartphone. Evri will email both to you.

  LOCKER: You must print your return label first before returning an item to your chosen locker location. Scan the barcode on the label at the lockers to open a door.

  COLLECTION: You can arrange to have your item collected from your home by selecting a date up to seven days in advance of collection. You must print your return label at home.

  The total cost of any return option above is £2.70 inclusive of VAT.

  Go to Evri Returns for more information and to 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

• 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.

• How do I return my parcel using Royal Mail?

  Complete the Returns Form to let us know what you are returning and why. Attach the pre-addressed return label (bottom left) to the front of your parcel. Then, take your parcel to your local post office OR use Royal Mail Parcel Collect. Please note: when using Parcel Collect, please take care to select the correct size (Large Letter, Small Parcel or Medium Parcel). If you select the wrong size, Royal Mail will charge Lands’ End any difference in postage cost, and we will contact you to reimburse us for this.

• How long does it take to process my return?

  On average your return will take between 5-7 working days to reach us here at Lands' End, we will then need a further 1-2 working days to process your return. Things could take a little longer during high volume periods like Christmas.

• 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.

• 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.

• 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.