Issue with My Existing Order

Issue with My Existing Order

My order shows as Delivered but I haven’t received it.

If your package was marked as Delivered but you have not received it, confirm the shipping address of your order, and please check the following locations:

• Carrier may have placed it in a safer location to prevent theft or weather damage
• Mailbox
• Porch
• Garage
• Exterior doors (back porch, side door, etc.)
• Check with others in the residence that may have brought the package in
• Check with immediate neighbors

Sometimes carriers may mark a package as Delivered before it’s moved off their truck, which means your package may still be on its way. If your package still hasn’t turned up 48 hours after it was marked Delivered, please Chat with or Call our Customer Service team here.

I’m missing an item from my order.

To get your items to you as quickly as possible, we sometimes ship items separately from the closest store(s) and our various Distribution Centers.

• You can check if your order may have been split into more than one package by visiting the Look Up My Order page. Your order will show separate packages (if applicable) with the tracking information for each.
• The item(s) you ordered may have been out of stock. Check the email address used on your order to see if you’ve received a Backorder Notification email.

If your missing item(s) did not ship separately, please Chat with or Call our Customer Service team here within thirty (30) days from the date of delivery or notice of delivery. We will validate your request before getting the missing item to you if we can, or we will refund you if the item is no longer in stock. After thirty (30) days from the date of delivery or notice of delivery, returns, refunds, and replacements are handled on a case-by-case basis.

I’ve received an incorrect item.

If one of the items from your online purchase is not what you ordered:

1. Submit an Exchange online – click here to get started.

• If the item is no longer in stock, submit a return to receive a refund.

2. Select the reason ‘Wrong Item Received’. Any wrong item(s) returned will not incur the normal return fee charge.

3. So that we can track your return with you, use our return service by selecting our preferred carrier and using the return label we email you, or the pre-printed return label from your order invoice.

4. Drop off your return at one of the locations listed here. Please allow approximately three weeks for your return to be delivered, processed at our Distribution Center, and for your exchange order to ship out to you/your refund to initiate.

If you received the wrong item(s) in your order, please let us know within thirty (30) days from the date of delivery or notice of delivery. We will validate your request before getting the right item to you if we can, or we will refund you if the correct item is no longer in stock. We may also request proof that the wrong item was received. After thirty (30) days from the date of delivery or notice of delivery, returns, refunds, and replacements are handled on a case-by-case basis.

I have a concern about the quality of an item I received.

If you feel that an item from your online purchase has a quality issue:

1. Submit an Exchange online – click here to get started.

• If the item is no longer in stock, submit a return to receive a refund.

2. Select the reason ‘Item Arrived Damaged or Defective’ and provide additional detail on what was wrong with the item. Any item(s) returned due to a quality issue will not incur the normal return fee charge.

3. So that we can track your return with you, use our return service by selecting our preferred carrier and using the return label we email you, or the pre-printed return label from your order invoice.

4. Drop off your return at one of the locations listed here. Please allow approximately three weeks for your return to be delivered, processed at our Distribution Center, and for your exchange order to ship out to you/your refund to initiate.

A sensor is attached to one of my items.

We’re sorry that a sensor was left on your item. You can take your item to any one of our brand stores (A&F, kids, or Hollister) and a store associate will remove the sensor for you. If you go to the store, please be sure to bring your order invoice or Shipment Confirmation email.

You can also submit an Exchange online following the process outlined above in ‘I have concern about the quality of an item I received’. Please note that Exchanges may take approximately three weeks for your return to be delivered, processed at our Distribution Center, and for your exchange order to ship out to you.

I didn’t receive my order confirmation email or shipment confirmation email.

After you place your order, you should receive an order confirmation email and a shipment confirmation email after your order ships. If you have not received these emails, check your Spam or Junk folder. If you are still unable to locate your order or shipment confirmation emails, please Chat with or Call our Customer Service team here to have these resent to you.