Our Commitment to You
At American Eagle Online Shop, we’re dedicated to bringing you contemporary fashion that expresses your unique style. We understand that online shopping requires trust, which is why we’ve created transparent shipping and returns policies to ensure your complete satisfaction with every purchase.
Shipping Information
Order Processing
We process all orders within 1-2 business days after payment confirmation. You’ll receive a shipping confirmation email with tracking information once your order is on its way.
Shipping Methods & Timeframes
| Shipping Method | Carrier | Cost | Delivery Time | Best For |
|---|---|---|---|---|
| Standard Shipping | DHL or FedEx | $12.95 | 10-15 business days after dispatch | Faster delivery with premium carriers |
| Free Shipping | EMS | FREE on orders over $50 | 15-25 business days after dispatch | Budget-friendly option for larger orders |
International Shipping Note: We ship worldwide (excluding most Asian countries and selected remote locations). International customers are responsible for any customs duties or import taxes applicable in their country.
Returns & Exchanges
Return & Exchange Timeframe
We accept returns and exchanges within 15 days from the date you receive your items. This gives you ample time to ensure your new fashion pieces fit perfectly and match your style expectations.
Return Process: Step by Step
Contact our customer service team at [email protected] within 15 days of receiving your order. Use the template provided below to ensure we have all necessary information.
Ensure all items are:
- Unworn and unwashed
- In original condition with all tags attached
- In the original packaging
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
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)
Additionally, any items that show signs of wear, have been washed, or have removed tags cannot be returned.
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 shipping, 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.