FAQs

You Were Wondering?

We're always happy to hear from you, but we know sometimes you just want an answer. Here is a collection of answers to the most often-asked questions. If you can't find what you're looking for, please use our Contact Form to let us know.

How fast are orders processed?

Once your order is processed and shipped, you will receive a shipping confirmation email. Orders placed by 4PM PST with standard shipping will be processed within the same business day. Orders placed by 1PM PST with an expedited shipping option will be processed within the same business day. Please note that your order may take longer to process during the holiday season due to the large volume of orders we receive during that time.

Can I cancel or make changes to my order after it has been placed?

We cannot guarantee the cancellation of any order once the order has been placed. Since we aim to fulfill orders as quickly as possible, you may only cancel your order before the order has been processed. To cancel your order, contact customer support immediately after you have placed your order. Orders cannot be cancelled once the order has been processed. Please note that cancellation requests must be received during business hours (7:00 AM PST - 5:00 PM PST) as we have a limited window to cancel orders.

Where is my order?

You can view the status of your order by logging in to your account and visiting Order History, or by entering your email and order number on the Track Your Order page.

What methods of payments do you accept?

We currently accept PayPal, Visa, MasterCard, Discover, and American Express.

Why was my payment declined?

If your credit card or PayPal was declined, you may not have enough funds in your account to meet our authorization standards. In some cases, an order is declined because information entered does not match what your financial institution has on record (like your billing address). In order for your payment to be authorized and captured, your account must have double the funds available. This authorization will stay on your account for 3-5 business days, and then automatically fall off. International credit cards and Visa gift cards may require a longer authorization period.

I have an old American Apparel gift card. Can I still use it?

Unfortunately, old American Apparel gift cards are no longer valid.

How do I use a promo code?

Within your shopping cart there is a promo code field. Enter the promo code there and the discount will be applied to the items in your cart.

You can also add the promo code during checkout. Please note that promo codes cannot be combined (only one promo code per order).

When will I be charged for my order?

Your payment method will be charged once your order has been shipped.

Why was I charged twice?

You may have noticed a pending authorization post on your account. The pending authorization for the full amount of your order is a common bank practice to verify an account’s authenticity and to ensure it has sufficient funds. Depending on your banking institution, a pending authorization general takes 3-5 business days to clear.

Once your order has shipped, your credit card will be charged the actual invoice total.

Please only click the “Submit Order” button once to avoid multiple authorizations and charges.

Is it possible to place an order through Customer Service?

Unfortunately, orders can only be placed through the website. Our customer service team is happy to help with ordering issues and questions, but we can only accept and process orders on our website.

How can I view the status of my order?

You can view the status of your order by logging in to your account and visiting Order History, or by entering your email and order number on the Track Your Order page.

How do I send an order as a gift?

If you'd like to send an order to someone else as a gift, you can use their address as the delivery address when placing the order.

We're unable to provide gift wrapping or gift receipts, so we recommend giving the lucky recipient a heads-up that their gift is on its way.

Can I include a gift receipt with my order?

Currently we do not provide gift receipts, but we hope to offer this option in the future.

Do you offer price adjustments?

We do not offer price adjustments.

How do I know that my information is secure on this site?

The protection of your information is a priority at American Apparel.

When entering personal information such as your credit card, name, and address, you will see an unbroken key or a closed lock, depending on your browser, near the web address bar. This symbol indicates that the page and your information are secure.

We also use industry standard encryption technologies for the overall security of transferring and receiving data from our site.

Where do you ship?

We ship to all states in the continental US, including APO and FPO addresses. We do not allow shipping to freight forwarders. International shipping is offered in over 200 countries through our International Store. Currently we do not ship to Alaska, Guam, Hawaii, or Puerto Rico.

Please visit our Shipping Options page for details.

Can I ship my order to a PO Box?

Yes, we do ship to PO Boxes, but only with the Standard Shipping option.

How do I determine the cost of shipping my order?

All domestic orders over $75 receive free shipping. For domestic orders under $75, we offer Standard Shipping for $7.

Please visit our Shipping Options page for details.

How do I ship to an international address?

International shipping is offered through our International Store.

What shipping methods do you offer?

We offer standard and expedited shipping on all orders.

Please visit our Shipping Options page for details.

How can I track my order?

Once your order has shipped an email will be sent to you including tracking information so that you can view the status of your order.

You can also check the general status of your order by entering your email and order number on our Track Your Order, or by visiting My Orders page in your account.

What is your return policy?

Please visit our Returns page for details.

How do I return an item?

To return a product, go to My Orders page in your account, and click the Return link next to the order you’d like to return. Print a pre-paid return shipping label and Return Form. You must include the original invoice and Return Form in the return package in order to properly receive a refund. Please make note of the Return Tracking Number in order to have proof of the return. We are not responsible for packages that are lost in transit on the way back to us.

If you completed your order as a guest, please contact Customer Service to start your return.

Please visit our Returns page for details.

How do I exchange an item?

We do not offer exchanges. If you’d like to replace your order with a different item, please return your original order with our free return policy. Please note we can only accept returns within 45 days of the original purchase date. After you have place your return, simply order your replacement item as a new purchase

When can I expect my refund?

You will receive an email notifying you that your return has been processed by our team. After your return has been received at our warehouse, you can expect your refund to post to your account within 3 to 5 business days. The exact time frame will depend on your bank and credit card company.

What if my items are damaged, defective, or incorrect?

If you have received damaged, defective or an incorrect item, contact support and we will do our best to correct the issue.

What if I received an item I didn't order?

If you receive an item you didn't order, please return the incorrect item to us before ordering the correct item. Please note that incorrect items should be processed as a return rather than an exchange.

How do I create an account?

You can create an account with American Apparel by hovering over the “Sign In” button at the top of the page and clicking “Create an Account.” There you will enter your email and a password.

Log in every time you shop in order to save items in your cart or add them to your Wishlist, and to more easily track your orders.

Do I need to create a new account if I have an old one?

No, you do not need to create a new account. If you previously had an account with American Apparel, you will be able to log into your account using the same email and password.

How can I connect my Guest Checkout Order to my account?

We are not able to connect your Guest Checkout Order with your American Apparel account. Please be sure to enter your account emails address and password at checkout to take advantage of your account features.

How can I change or add a delivery address?

Under 'My Profile' in your customer account, you can update your delivery and billing addresses or add new ones.

Just click 'Address Book' and select whether you'd like to Edit, Remove, or Add a New Address.

How do I unsubscribe from AA emails?

At the bottom of our emails, you'll see a link to Unsubscribe or Manage Preferences.

If you choose to unsubscribe, please do not mark AA emails as spam,

as this may also block the delivery of other important messages from us about your orders.

Please note it can take up to 7 days for an unsubscribe request to take effect.

Do you have any store locations?

We do not have any store locations at this time.

Do you sell gift cards?

Currently, American Apparel does not sell gift cards. We may however be selling gift cards in the future.

Does Le Club still exist?

No. The Le Club program is no longer active.

Models?

American Apparel is always looking for new people to appear in our campaigns and on our website. If you reside in the US and are 18 or older, you can submit your picture for consideration by tagging yourself on Instagram with #AAModels.

Are your products still made in the USA?

Our products are made in sweatshop-free facilities around the world, including the US. We invite you to learn more about how we make our products by visiting our About Us pages.