At American Eagle Online Shop, we want you to love your purchase. If you’re not completely satisfied with your order, we’re here to help with our straightforward returns and exchanges process.
Return & Exchange Timeframe
We accept returns and exchanges within 15 days from the date you receive your items. This gives you plenty of time to ensure your new fashion pieces fit perfectly and match your style expectations.
Return Process: Step by Step
1 Initiate Your Return
Contact our customer service team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
2 Prepare Your Items
Ensure all items are:
- Unworn and unwashed
- In original condition with all tags attached
- In the original packaging
3 Pack and Ship
Once we approve your return request, we’ll provide you with shipping instructions. Please note:
- Return shipping costs are the customer’s responsibility
- We recommend using a trackable shipping service
- Include the original packing slip or a copy of your order confirmation
4 Processing
Once we receive your return, we’ll process it within 3-5 business days and notify you via email.
Refund Information
After we receive and inspect your returned items:
- Refund Time: Refunds will be processed within 5-7 business days after we receive your return
- Refund Method: Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Shipping Costs: Original shipping fees are non-refundable
- Exchange Shipping: For exchanges, we’ll cover the shipping costs to send your new items
Important Exceptions
Based on our product categories and hygiene considerations, the following items cannot be returned or exchanged:
- Accessories & Socks (for hygiene reasons)
- Hair Accessories (for hygiene reasons)
- Bodysuits (for hygiene reasons)
- Any items that show signs of wear, have been washed, or have removed tags
We make exceptions for defective items – please contact us immediately if you receive a damaged or defective product.
Return Request Template
Use this template when emailing us your return or exchange request to ensure we have all necessary information:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear American Eagle Online Shop Customer Service,
I would like to request a [return/exchange] for my recent order.
Order Information:
Order Number: [Your Order Number]
Order Date: [Date of Order]
Name: [Your Full Name]
Email: [Your Email Address]
Items to Return/Exchange:
Item 1: [Product Name], Size: [Size], Color: [Color], Quantity: [Qty]
Reason: [Please specify reason – size, style, defect, etc.]
For Exchanges:
Desired Replacement: [Product Name], Size: [Size], Color: [Color]
Please provide instructions on how to proceed with my [return/exchange].
Thank you,
[Your Name]Need Help?
Our customer service team is here to assist you with any questions about returns or exchanges:
Email: [email protected]
Response Time: We typically respond within 24-48 hours
Address: American Eagle Online Shop, 829 Calvin Street, Baltimore, US 21202
International Returns
As we ship worldwide (excluding most Asian countries and selected remote locations), international customers are responsible for:
- Return shipping costs to our US facility
- Any applicable customs duties or import taxes on returned items
We recommend declaring the returned goods as “Returned Merchandise” to potentially reduce customs fees.
We strive to make your shopping experience as comfortable and reliable as our fashion pieces. Thank you for choosing American Eagle Online Shop for your contemporary style needs.