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FAQ for AE UK and AE EU Websites

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Refunds and Exchange Policy

 
  • I purchased items before the stores and websites closed. Am I able to return items for a refund or exchange?
     
  • If you have an online exchange or return question please contact the customer service team and we will gladly assist in processing your return
     
  • If you have an in-store return please contact the customer service team with a copy of your receipt and we will further assist you
     
  • An item I purchased has been damaged: am I able to return items for a refund or exchange? Please contact the customer service team for further assistance
 

Online Profile

 
  • I am trying to login to my online profile and I am getting an error? As of 29 June 2017, European customers will need to create new accounts at https://www.ae.com/myaccount/create-account. Please contact our customer service team if you need assistance.
     
  • Is my account on ae.com/uk and ae.com/eu on valid ae.com (i.e., the US site)? No, we have disabled all accounts on ae.com/uk and ae.com/eu. Account information (excluding email addresses) will be deleted after the statutory return period of 14 days from final delivery. For one year, American Eagle Outfitters will maintain limited information for return and appeasement purposes. On a limited basis, necessary information will be maintained as needed for litigation purposes. If you would like to create an account on ae.com (i,e., the US site), please
     
    1. Visit ae.com
    2. MY AEO
    3. Create Acct
    4. Fill everything out
    5. Under AEREWARDS acct Info
      • Click “NO THANK YOU”
    6. Finally click “create acct”
 

What will happen to my Personal Data?

 
  • Account information (excluding email addresses) will be deleted after the statutory return period of 14 days from final delivery. For one year, American Eagle Outfitters will maintain limited information for return and appeasement purposes. On a limited basis, necessary information will be maintained as needed for litigation purposes.
     
  • As of 29 June 2017, all European customers must contact our customer service team for previous order information.
 

Taxes & Duties

 
  • As a result of the site closure, where are my items coming from? Do I have to pay taxes and duties?
     
  • As of 29 June 2017, all European customers are responsible for taxes & duties for orders purchased online. All online purchases are sent from the United States (US) and are prices in the United States Dollar (USD). All duties and taxes are due upon delivery. The amount due will vary based on your shipping destination.
     
  • Our family of websites can display up to 50 different currencies and will automatically assign a currency based on your location. Credit cards will be charged in the currency you select; customers have the ability to change their default currency. Foreign transaction fees on international orders will be charged according to your credit card’s policy.
     
  • PayPal is accepted in USD. In this case, your credit card charges will be based on exchange rates when merchandise ships and you are charged.
     
  • For international orders, DHL, USPS or local country affiliates will charge the recipient all applicable duties, taxes, and/or brokerage fees C.O.D (cash on delivery) in the local currency at time of delivery. All taxes, duties and customs fees are the responsibility of the purchaser. Any tax and duty information presented at checkout are estimates and are for informational purposes only. Actual taxes and duties are due upon delivery. Your local post office or carrier can provide information on the methods of payment accepted for all duties, taxes, and other fees collected upon delivery.
     
  • If you wish to use any of the following payment methods, your order must be placed in USD:
    • PayPal
    • AEO, Aerie and/or Tailgate Gift Cards
    • AEO Credit Cards
    • JCB
    • Discover
    • American Express
       
  • Free standard shipping for purchases over $50 USD. Exclusions apply.
 

Gift Cards

 
  • I have a gift card. Will I be able to use this on the U.S site? As of 29 June 2017, gift card purchases made in UK stores will no longer be valid and cannot be used on www.ae.com. Please contact our customer service team with your gift card number for additional information on reimbursement.
 

Refund Status

 
  • What is the timeframe to receive a refund? Please note it may take up to 6 weeks for a reimbursement to reflect in your account. If you have additional questions please contact the customer service team.
 

Online Orders and Shipping

 
  • I placed an online order before the closure, will I receive my item? Online orders placed before 29 June 2017 will be processed normally. Please contact the customer service team for additional order details and information on your delivery.
     
    • Shipping Information
      • PayPal
      • AEO, Aerie and/or Tailgate Gift Cards
      • AEO Credit Cards
      • JCB
      • Discover
      • American Express
         
  • Free standard shipping for purchases over $50 USD. Exclusions apply.
 

Promos

 
  • Will my Unidays student benefit work on the U.S site? As of 29 June 2017 the Unidays student benefit will no longer be applicable.
 

United Kingdom Store Closures

 
  • 7101 Westfield London - 15 July 2017
  • 7102 Westfield Stratfield - 15 July 2017
  • 7103 Bluewater - 15 July 2017