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Return, Refund and Exchange Policy

If you are not satisfied with your purchase, you may return it, as discussed below.  We want you to be totally satisfied, and we’re happy to help solve any issues you may experience.

 

You may return an item if, you have the invoice, the original price tag is securely attached, and there is not any damage or wear/tear to the item.  Please allow up to 5 weeks from the day the package is mailed for refunds to be processed. Credit to your account should appear within 1-2 billing statements after we receive your returned items, in an appropriate condition.

Generally, returns are refunded in the original payment method. We may refuse or delay returns if fraud or abuse is suspected. Additionally, if you are charged more than the posted or advertised price, we will refund you the difference.

If you paid with OXXO, you will receive your refund in the form of an AEO gift card. If you return your items by mail, your card refund will be sent to your shipping address. To receive an immediate gift card refund, return your OXXO order items to an AE or Aerie store

We may refuse or delay returns if fraud of abuse is suspected. Additionally, if you are charged more than the posted or advertised prices, we will refund you the difference.

If you received items by mail, it's easy to send them back!


Bring your items to any AE or Aerie store

If you ordered items online, you can bring your order to any AE or Aerie store for easy, free returns. Your refund will be issued as a gift card. There’s no time limit on returns and exchanges, so you can wait as long as you need.

Ship your items back to us

If you ordered items online, you can also ship your items back to us. If possible, reuse the original packaging to send them back.

Your refund will be to the original form of payment. There’s no time limit on returns and exchanges, so you can wait as long as you need. 

Print your order details from the Order History page, circle the items you’re returning, and indicate the reason for return.


If you can’t print your order details, write out the following information on a sheet of paper:

   • Your order number

   • The item number for each return

   • The reason for return


For exchanges:


Find your order details from the Order History page and click the "Get A Return Label" link to get started.


If you can’t print the return label and form, write out the following information on a sheet of paper:

   • Your order number

   • The item number for each return

   • The item number, color, size, and price for each desired exchange

 

Exchange requests cannot be processed for orders paid with PayPal, OXXO, cash, or gift cards.

Return Reasons
Just didn't like it
Item damaged in shipping
Too big
Fabric not what I expected
Delivered later than expected
Too small
Defective
Delivered wrong item
Color not what I expected
 
Please note, when returning an item, delivery shipping will not be refunded. Once we receive your returned item(s), you will be refunded only for the amount you paid for the merchandise and not the cost of the original shipping.  If, upon our receipt of your returned item(s), such item(s) is/are damaged due to your unreasonable handling, we may make a deduction from the reimbursement amount due to the item’s loss in value. 
 
If you are returning an item due to a quality issue or it is a faulty product, we shall refund the cost of basic shipping. In such situations, please see our Terms and Conditions of Sale for additional information and/or contact mexicocare@ae.com.  Unfortunately, we do not accept C.O.D. returns.
 
 
If you suspect fraudulent activity on your account and/or have concerns about a call you receive from someone claiming to be from AEO regarding your purchase/return, do not provide them with any information, hang up, and contact Customer Service at Contact Us. If AEO contacts you about a return we will not disclose order or personal information in advance, ask you to install software, or ask you to give us bank account information to process a return, but we may ask for certain information to confirm your identity.