Everything we sell is "Guaranteed. Period." It's our original "shorter is better" guarantee. There's no fine print at all. You can return anything, at any time, for any reason. When we introduced this guarantee back in 1983, some customers had trouble believing we were serious. Others in the industry told us we were being foolish. But in fact, it's been one of the keys to our success. Early on, some customers were uncomfortable with the idea of ordering clothes through the mail. Our guarantee helped to make them more comfortable. There was - and is - nothing to lose by trying us out. In the Internet age, we've discovered two other areas where some customers need reassurance. So we've added two new parts to our guarantee. Again, the goal is to make shopping with us not only rewarding, but virtually risk free.
No credit card risk. Period. Regardless of what happens on our site - a slip of the mouse (unlikely), a security breach (highly unlikely) - there is no risk to you. In the case of credit card fraud, this means that we'll pick up the first $50, and the credit card company will take responsibility for the rest. In addition, we'll do our very best to work with the credit card company to ensure that the problem is resolved with minimal hassle. As long as the fraud involves Lands' End or our Web site, there are no conditions and no second-guessing. If you say something's wrong, then it is - and we'll fix it.
We'll never misuse information you provide.
When obtaining information from you, we adhere to a simple, common-sense principle: we ask for only the information we need to provide the service you've requested. For example, to send you a box of clothing, we need an address. If you choose to purchase something, we need a credit card or purchase order number. And if you'd like to have order updates, we need an e-mail address. We have a number of personalized services. Our site has an address book, so you can store addresses for your office, family and friends. You can store your credit card and other payment information with us, too, so you don't have to enter it each time. Over the coming months, we'll be adding many more services. These are services, not requirements. We've been careful to design our site so you don't have to use them. And we continue to collect just the information we need, when we need it. In only one case does your name and address ever leave Lands' End. If you purchase a product from us, we may exchange your name with a few select companies whose products and services are similar. We do this to help our business grow. Also, most of our customers enjoy being introduced to new, high-quality catalogs. If you would not like to have your name traded with other companies, just tell us. You can call 1-800-587-1541 and one of our friendly operators will help you. Or you can contact us via e-mail at firstname.lastname@example.org.
When I visit your Web site, what information do you gather about me?
One of the basic principles Lands' End followed in designing this Web site was to require only the information needed to provide the service you've requested. But, since each of our stores is unique, some companies or organizations may ask for additional information that is specific to them and the services they provide. As a result, the answer to this question depends almost entirely on how you choose to make use of our Web site and our growing list of Web site services, as well as which store you are using. Currently, Web site customers provide information in order to take advantage of the following services:
Your Account allows you to store information with us. We'll save shipping and billing addresses in your Address Book. Your address and the method that you select as preferred will automatically appear for new orders so you don't have to fill them in every time, although they are easy to change to alternative selections. Your Wallet can keep credit card and your purchase order validation if you can order on open account. And you can select your preferred payment method to speed up the shopping process. In the coming months, we'll be adding more features to Your Account. The information is stored on a secure database and is seen by no one but you. All the information is provided to us and retrieved using a secure socket layer (SSL) connection. Once you've set up an account, you can identify yourself at any time with a name and password. Then you have one-click access to all your addresses and your billing information. Once again, this is a service intended to make shopping easier. You can choose whether or not to take advantage of it. You also control exactly what information Lands' End stores and how it is used. And of course, you can change the settings or erase the account at any time.
How do you keep track of me as I move through the Web site?
In the original design for the Web, there was no way for a Web site to know whether one page request was connected to another. For most sites, this is fine. In a news site, for example, each article is independent of the others. Visitors see what they want, then leave. But for those of us selling on the Internet, this is a real problem. We want people to be able to select several products before purchasing them. We want the selection process and the checkout process to span more than one page. In other words, we need a way of keeping track of Web site sessions rather than merely page requests. The way Lands' End deals with this is with a "SESSION_ID." Your ID is the long number you can see at the end of all the URLs on the Lands' End Web site. This ID contains absolutely no information about you. It is completely unique to each session, and changes each time a new session is created. The sole purpose is to enable us to know that the person who added the mesh polo shirt to their basket is the same person as the one who wants the leather portfolio. If you have a personal shopping account, the session ID allows us to remember who you are once you have identified yourself. In other words, the act of logging in is the act of associating the random session ID with the person for whom we're keeping certain pieces of information.
Interacting with Lands' End via e-mail.
We read every message that comes to us. We also try to respond back within 24 hours of its receipt. We never sell or give out e-mail addresses to anyone. At Lands' End, we save messages and/or e-mail addresses for only a few specific reasons. We save messages if we think we'll need to refer to them later when we communicate with the customer. And we save e-mail addresses provided to us to communicate order status once you've submitted your order.
Is my credit card information secure?
We have taken many steps to ensure the security of your transaction. Some of them involve adopting industry standards. (For example, the secure connection between your browser and sensitive portions of our site uses industry standard encryption.) Some of them are exclusive to us. (For example, we employ an outside company to "audit" our security to make sure we've covered all bases.) To show our faith in this system, we guarantee it. There is no risk, period. If anything happens, we'll make sure that you owe nothing. Our aim is simply to enable you to make transactions with confidence.
What does the "warning" window that comes up in the ordering process really mean?
On some browsers, this window can be a bit intimidating. But it simply means that you're entering the safest, most secure area of our Web site. This should be reassuring since this is where credit card transactions take place. Going from secure mode to unsecured mode, you'll likely receive another similar alert message, just to make sure you know what's happening.
Why do I hear so much about security on the Internet?
Several things conspire to make Internet security a newsworthy item. First, it's relatively new, so people wonder and talk and write about it. Secondly, the Internet is "technology", so people find it interesting to discuss. And tend to be a little suspicious of it. The Internet has always thrived on openness. It has been the "Internet way" for someone to release something-a piece of software, a networking specification, a security protocol-and then have lots of smart people try to find flaws in it, lending their ideas for making it better. It has proven to be a remarkably effective development process.
How do I know if a Web site is secure?
In order to be accurate, we're going to get a bit detailed here. When buying something on the Internet, there are three things to be sure of:
Which parts of the Lands' End site are secure?
Most of the activity on our site involves the viewing of materials we've prepared and made accessible to everyone, so there's no need for these pages to be "secure". With a product page or a fabric explanation page, for example, no security risk exists because there is no sensitive information being exchanged. The portions of this site that we've made secure are, not surprisingly, the checkout process and Your Account. These are where you actually purchase the items you've put into your Shopping Cart and store personal information. The entire checkout process, from introduction to final confirmation, takes place in a secure environment.