FAQ

Ordering Online

What do I do if I forgot my password?

You can contact customercare@landofdistraction.com and we will assist you with a new password. You can also click “My account,” followed by “Sign in,” then “Forgot your password,” and an auto-generated password will then be sent to your registered email address.

Will you send me an order confirmation?

When you place an order on landofdistraction.com an order confirmation will be sent to your registered email address. In the event that you have entered an incorrect email address, please contact customercare@landofdistraction.com and we will send you the order details.

Do I need to set up an account to order something online?

You don’t have to set up an account to shop with us but we recommend that you do. It is fully possible to check out as a guest, but if you register an account you can track your order, request returns and save information which will make future purchases easier.

How do I cancel my order?

To cancel an order you must contact customercare@landofdistraction.com before our warehouse starts processing it, after that we cannot guarantee a cancellation. When the order has been shipped, you will receive a shipping confirmation email. If you have requested a cancellation after the warehouse starts processing it and cancellation is not permitted, then you must return it for a refund instead.

How do I change my shipping address?

Unfortunately, you cannot update your shipping address yourself after the order has been placed. To change your shipping address you must contact customercare@landofdistraction.com before the order has been shipped.

Shipping & Delivery

Where is my order shipping from?

Orders will be shipped from our US warehouse, located in California.

How do I track my order?

We will send you a shipping confirmation email with a tracking number as soon as your order has shipped.

You can click on the tracking number to view the status of your shipment. You can also check the status of your shipment entering your tracking number at the courier’s website. Additionally, you can view your tracking number by logging in to your online account. 

How are orders shipped?

All orders are shipped with UPS or DHL, depending on your shipping address. UPS usually operates between 9 am – 6 pm on business days. You can specify an alternate, more convenient daytime delivery address when ordering, for example your work address.  

Is my package insured?

All items are insured against theft and accidental damage whilst in transit from the LAND of distraction warehouse to the shipping address. Once your items have been delivered to the specified delivery address and signed for, they are no longer covered by insurance.

When will I receive my order?

As soon as your order has been shipped, you will receive a confirmation email along with a tracking number. The regular processing time is between 1-3 business days, and the estimated delivery varies based on the shipping address.

For standard shipping, your order should arrive within 7 business days and 3 business days for express shipping. More specific shipping days can be found under our help section and shipping information. 

Where does LAND of distraction deliver?

We ship worldwide – with some countries Delivery Duty Paid and others Delivery Duty Unpaid.

We ship Delivery Duty Paid (DDP) to all countries within EU, Switzerland, Norway, United States, Canada, South Korea, Japan, China, Australia and Hong Kong.

What duties and taxes will I have to pay?

If you order is shipped DDP, this means you don't pay any extra import duties/taxes/brokerage fees when your package arrives in your country of residence.    

If your order is shipped Delivery Duty Paid (DDP) you will not have to pay any duties, but if the order is shipped DDU your local customs should be able to estimate the price. Unfortunately, we cannot provide you with an estimate.    

Kindly note that for orders in the US we are obligated to collect state sales tax in California and New York.   

Can I ship my order to a P.O. box, APO, or FPO address?

Unfortunately, we cannot ship to P.O. boxes, APO, FPO or freight forwarding addresses.

How much do I pay for shipping?

Depending on your country, we offer free shipping for first time customers and on all orders of $200 or more.

You can find delivery costs for your country under our help section.

Payment

What payment methods are accepted?

We currently accept VISA, Master Card, American Express & Discovery Card.

Is it safe to use my credit card online?

Your personal online security is very important to us. To help ensure your shopping experience is safe, simple and secure we use Secure Socket Layers (SSL), the industry standard in transferring information to process your orders. When placing an order, you can immediately check the security validity by clicking the Shopify padlock logo at checkout. SSL certificates are activated by default for your checkout. To ensure your information is kept private, we do not process or store any payment information in our database. 

In which currency will my purchase be made?

We charge in US dollars.

When will I be charged?

When you place an order with us, we place an authorization on the form of payment you used and the funds are temporarily reserved for your purchase, but you are not actually charged. When your order has been dispatched, we will capture the funds from your account.

For orders placed with with an alternate payment method, funds are captured immediately when the order is placed.

Can I save my card details?

If you place an order with us you can choose if you want to store your credit card details. They are stored only by our payment service provider and we will not be able to see the details. We recommend storing card details if you want a smoother checkout the next time you order with us.

Only your shipping details and payment information are stored and encrypted on Shopify’s PCI compliant servers.

LAND of distraction has access to specific payment information. Once you verify your identity, the information moves from LOD’s environment directly to the payment network to complete the transaction.

Why was my credit/debit card declined at checkout?

If your order attempt was declined, this can often be due to your bank. We suggest that you contact your bank or card-issuing company to ask if they have any kind of block on your card. If you receive another error message, please contact customercare@landofdistraction.com and we will assist you as best as we can.

Will there be any additional costs to my order?

EU, Switzerland, Norway, United States, Canada, South Korea, Japan, China, Australia and Hong Kong. are shipped on a DDP (Delivery Duty Paid) basis, meaning all taxes and import duties are included in the final price. Hence, your order will not be subject to any additional charges. Countries outside the ones listed above are shipped DDU and additional charges may be added by your local customs, which you will be responsible for paying upon delivery.

Can I claim a tax refund on a purchase made online?

Unfortunately, we currently do not offer tax refunds online. 

Returns & Exchanges

What is your return / exchange policy?

All returns/exchanges must be shipped/postmarked within 30 days of receipt, in its original, unworn condition and with tags attached. Once the product is received at our warehouse and deemed acceptable for a full refund, we will return funds minus outbound shipping cost to your original method of payment within 30 days of the return/exchange. You will be notified by email.      

Note: For all exchanges you must request a full refund. You may then re-order the correct item(s) once a full refund has been issued to your account. 

How do I return / exchange an item?

To return/exchange an item, please contact customercare@landofdistraction.com and request a(n) return/exchange. Make sure you provide your order ID, tracking number and reason for the return/exchange. Our customer support team will then send you a prepaid return label.

Note: For all exchanges you must request a full refund. You then may re-order the correct item(s) once a full refund has been issued to your account.

I have received a faulty product, what should I do?

We will need to establish the details of the damage before we decide how to proceed, please do not send anything back to us without our knowledge and confirmation. Please visit our contact page for contact information.

I want to return something but I checked out as a guest / don’t have an account. What do I do?

Please contact customercare@landofdistraction.com and provide them with your order ID, tracking number and reason/exchange.

I cannot find a return label in my box. What do I do?

We offer a prepaid return service for orders delivered within the USA through UPS. Please contact customercare@landofdistraction.com to initiate a return and we will email you a prepaid return label. 

I received an item from you as a gift. Can I return it?

If the gift was bought from us online, you can return it within 30 days upon delivery. We require the name of the person that bought the gift, and the item must be in its original condition with all the tags still attached. If the items are returned for a refund, this can only be issued to the original form of payment.

Note: Items purchased on Black Friday can be returned within 45 days upon delivery. 

Is my package insured and do I need to sign for the package?

All orders sent from us are insured until you have received it. UPS requires a signature upon delivery, therefore, we strongly advise you to track the order to make sure you are available at the shipping address at the time of delivery.

Will I receive a full refund?

When returning items from your order, if such returns are shipped/postmarked within 30 days of receipt, and are returned in their original, unworn condition and with tags attached, then we will issue a full refund EXCLUDING the initial shipping cost, tariffs and duties. 

When do I get my refund?

When we have received and processed your return, we’ll send you an email confirmation. Normally it takes 3-5 business days before you can see the refund back on your account, depending on your bank, credit card or form of payment.

Customer Service

How do stay I up to date with news relating to LAND of distraction?

Stay in touch with all the wonderful things happening at LAND of distraction by clicking the newsletter icon at the bottom left of the website.

How do I contact the LAND of distraction customer care team?

You can contact us by email. Our email address is customercare@landofdistraction.com.

How do I take care of my LAND of distraction product?

All of our items come with a care label. We strongly recommend following these instructions. When it comes to leather and shearling, we recommend contacting customercare@landofdistraction.com for specific care information.

I no longer want to receive LAND of distraction newsletters. How do I unsubscribe?

At the bottom of each newsletter there is a link to unsubscribe.

How fast will I receive a reply to my inquiry?

We aim to answer all emails within 24 hours.

Will my LAND of distraction favorites be restocked?

We will add items to the online shop as soon as it comes back in stock.

I can’t find a certain item online, is there any chance I may find it elsewhere?

The best way to get a hold of items that are not available online is to contact customercare@landofdistraction.com.

 

Order and Tracking

Can I change my order?

An order cannot be changed once the merchandise has been processed by our warehouse. Before our warehouse has started processing the order, we can update the size or color. Please contact customercare@landofdistraction.com as soon as possible and make sure to have your order number available. Items may always be returned within 30 days after receipt.

When will my order be shipped?

Your order will be fulfilled within 1-3 business days, subject to card clearance and stock availability. However, we do aim to ship every order the same day. Our warehouses operate Monday to Friday except public holidays. 

Where is my order?

Once your order has been approved, you will receive an email confirmation with your shipping details and tracking number. You can copy and paste your tracking number on the courier’s website to track the status of your shipment. If you have any questions regarding your order please contact customercare@landofdistraction.com.

For international orders, please visit DHL | Global. For all domestic orders, please visit UPS: Global Home.

Can I add items to my order?

At this time, we cannot add items to an order - the best option would be to cancel the order and have you place a new one. If you need to cancel or change an order, please contact customercare@landofdistraction.com.

Size and Fit

What size should I order?

Under each item you will find a general size guide. For most items, you will also find the garment measurements. Click on “size guide” in the menu right below the “add to bag” button on the shop page. We welcome you to contact customercare@landofdistraction.com for specific sizing questions.

What can I do if my size is out of stock?

Please contact customercare@landofdistraction.com and we will try our best to assist you.

What sizing system do you use?

Our clothes are based on US sizing. If you want to compare our sizes to your measurements, please use our size chart, found on the product page.