Lands’ End is a heritage lifestyle retailer known for its high-quality clothing, swimwear, outerwear, and home goods. Established in 1963 with roots in sailing gear, the brand has grown into a global e-commerce leader, celebrated for its timeless style, commitment to value, and industry-leading customer service—including its “Guaranteed. Period.®” promise.

With a growing international customer base and an increasing demand for effortless post-purchase experiences, Lands’ End turned to ZigZag to modernise and streamline its returns process.

Lands' End

moves its returns through customs
and cuts refund times via ZigZag

Returns challenges Lands' End faced before ZigZag

Slow
refunds

Lands’ End refunds were delayed by returns routing through Germany.

Outdated label-in-the-box

Before ZigZag, Lands’ End returns relied on paper slips, causing lost labels, errors, and customs delays.

Limited carrier options

UK customers had to find their own carriers, making returns hard to track and support.

Book Demo

How Lands’ End returns experience has

taken shape with ZigZag

A smooth set-up and integration process

The quicker we can get our retailers set up, the less disruption felt by their customers…if any. We like to connect specialised dedicated teams with those of the retailer. The more hands on deck the better.

The European Inbound Customs Warehouse Manager at Lands' End stated, "I can honestly say that the transition from moving our returns from Mettlach to ZigZag, so far, has gone incredibly well. Meeting the team for the first time and working with everyone, has been a really smooth process. All the team have been helpful, informative, and supportive.”

A seamless
online portal

The digital platform is completely new to Lands’ End, before ZigZag its customers could only arrange their returns via the physical returns slip inside the parcel.

ZigZag’s online retailer-branded portal allows for a sleek returns experience. By collecting all the customer and product data, return reasons, and carrier information, Warehouse Managers are armed with all the information they need. Lands’ End can see where and when the return will arrive, what to expect inside the parcel and its potential condition, and be aware of suspected fraudulent customers likely to send back the wrong or damaged items.

This means Warehouse Managers can plan for expected peaks and troughs in return volumes, ensuring they have the appropriate workforce available and therefore save on overhead costs. ZigZag’s tracking and parcel identification also means goods can be organised more efficiently on the warehouse floor, allowing for faster processing of incoming parcels.

Hands-on account management

We take our account management seriously at ZigZag. Once you’re a customer, we want to keep and impress you. That means a dedicated Account Manager you can go to for guidance or assistance. ZigZag prides itself on utilising carrier services and partners that allow for complete returns visibility. Customers can get live updates via SMS or email on their return's journey back to the retailer and, more importantly, the status of their refund. This reduces customer frustration, keeps them happy, and keeps them shopping.

The Operations Director at Land’s End commented, “The Project Team was knowledgeable, well managed and prepared. The process was underpinned with open and clear communication throughout with a ‘can do’ attitude present on both sides. I wish all our project teams worked so well together!”

Faster refunds and efficient grading

Lands' End wanted a solution that enabled them to grade returns in Europe before they made the journey back to the UK. Its previous 3PL was working well for its outbound but weren't a returns specialist. This meant the grading process was holding up customer refunds, frustrating shoppers, and causing spikes in customer service enquiries.

ZigZag’s new grading operation in its German warehouse processes returns and determines the quality and condition of each item. The ZigZag workforce and functionality of the Grading module helped Lands' End to go from 'analogue' to digital processing.

ZigZag was able to process returns faster than ever before, allowing Lands' End to initiate faster refunds and ultimately reduce customer contact from WISMR queries.

Cost-saving consolidated returns

The grading services for consolidated returns enables retailers to become more efficient and cut costs by returning goods to the shelves based on the condition of the item. The enhanced reverse logistics process optimises delivery planning to the destination warehouse and improves the visibility of stocks.

Access to an extensive carrier network

ZigZag has 1,500+ carrier services from over 170 countries. As the returns provider for some of the biggest retailers in the world, retailers such as Lands’ End, we have the volume to command carriage rates many retailers don’t have access to. Especially retailers just starting their journey into e-commerce.

ZigZag was able to offer Lands’ End this expanded range of carrier options, whereas previously it only used Hermes – this is even more notable in the UK which we will be launching for Lands’ End towards the end of July this year, where they offered no carrier to their customers prior to ZigZag, and the consumer had to source their own postage.