Aeropostale customer service assists shoppers with online and store orders, shipping, returns, refunds, damaged clothing, gift cards, rewards, coupons, sizing, store pickup and account access. The main Aeropostale customer-service number is 1-877-289-2376.
Aeropostale also offers live chat through its website. The correct support route depends on whether the purchase was made online, in a U.S. Aeropostale store, through an international website or from another retailer that sells Aeropostale merchandise.
How to Contact Aeropostale Customer Service
Important hours update: Aeropostale no longer publishes the older weekday hours extending until 2:00 a.m. Current telephone and live-chat hours are 8:00 a.m.–9:00 p.m. Eastern Time, seven days a week.
Email support: Aeropostale does not currently publish a general customer-service email address on its main contact page. Use the telephone number, live chat, Help Center or website feedback option.
Best Aeropostale Support Route by Issue
Online Order Status
Use the Aeropostale order-status page with the order email address, order number and billing ZIP code. An order may take up to approximately one hour after checkout to appear in the account or tracking system.
Contact customer service when:
- The order confirmation did not arrive
- The order remains in processing longer than expected
- One or more items were canceled
- The shipment was divided into multiple packages
- The tracking number has not updated
- The delivery date has passed
- The package was returned to the sender
Have the order number, email address, shipping ZIP code and product information ready.
Changing or Canceling an Aeropostale Order
After placing an order, open the confirmation email or order-status page. If the order remains eligible for cancellation, a Cancel Order button may appear.
Aeropostale only allows cancellation of the entire order. Individual items cannot currently be canceled or changed separately.
If no cancellation button appears, fulfillment has advanced too far to stop the shipment. The unwanted merchandise must generally be returned after delivery.
A canceled credit-card order should not become a completed charge, although a temporary authorization may remain. Credit from a canceled gift-card order can take approximately three to five business days to be restored.
Incorrect Shipping Address
Contact customer service immediately. Aeropostale may not be able to change an address after the warehouse begins processing the order.
If the shipment has already left the warehouse:
- Review the carrier’s delivery-management options
- Ask whether the carrier can hold the package
- Monitor whether it is returned to the sender
- Do not create a second order until the first order’s status is understood
Delayed or Missing Aeropostale Package
Delivery times depend on the shipping method and destination. Review the order confirmation and carrier tracking before contacting support.
If tracking shows Delivered but the package cannot be found:
- Check all entrances, mailrooms and parcel lockers.
- Ask household members or building staff whether they accepted it.
- Review any carrier photograph or delivery note.
- Confirm whether the order was split into multiple packages.
- Contact the carrier for delivery details.
- Call Aeropostale at 1-877-289-2376.
- Ask for a case number and the next investigation step.
Save the tracking history and delivery information. Do not post a home address or full tracking number in a public review.
Damaged, Defective or Incorrect Aeropostale Items
Contact Aeropostale within 30 days of delivery when an online order arrives damaged, defective or incorrect.
Have the following ready:
- Order number
- Item number or product description
- Original tracking number
- Email address used for the order
- Telephone number
- Photographs for private support use
Photograph the shipping package, label and affected merchandise before discarding anything. Keep all tags and packaging until customer service provides return or replacement instructions.
Contacting Aeropostale before mailing a damaged or defective item may help ensure that the correct return method and shipping-charge treatment are applied.
Aeropostale Return and Exchange Policy
Eligible unwashed, unworn or defective merchandise can generally be returned or exchanged within 60 days of purchase with the original Aeropostale sales receipt or gift receipt.
Products should retain their original price tickets. Swimwear and underwear can only be returned or exchanged when the price tickets remain attached.
Aeropostale may refuse or delay a return when fraud, abuse, excessive returns or other policy violations are suspected.
Return an Online Aeropostale Purchase by Mail
- Open the official Aeropostale return portal.
- Enter the requested order information.
- Select the merchandise and return reason.
- Print the return label and packing slip.
- Package the merchandise securely.
- Include the return form or original packing-slip information.
- Save the return tracking number.
Use of Aeropostale’s prepaid return label currently results in a $7 deduction from the return credit. Customers may use another insured, trackable shipping method at their own expense.
The current U.S. online returns center is:
Aeropostale Returns Center
350 Omega Parkway
Shepherdsville, KY 40165
Only use that address for an eligible U.S. online return completed under the official instructions. Do not send store purchases, legal mail or unrelated correspondence there.
Return an Online Order to an Aeropostale Store
Many eligible purchases from the U.S. Aeropostale website can be returned to a U.S. store with the packing slip or confirmation email.
The following generally must be returned by mail rather than to a store:
- Online-only merchandise
- Canadian online purchases
- Room merchandise, including bedding and accessories
- Fragrances
- Merchandise subject to another online-only restriction
Contact the store before traveling when the product or payment method may have a special restriction.
Returns Using PayPal, Klarna, Apple Pay or Another Alternative Payment Method
An online purchase paid through PayPal, Klarna, Apple Pay or another alternative payment method may receive store credit if returned to an Aeropostale store.
To request a refund to the original online payment account, the merchandise may need to be returned by mail through the online return process.
Returning an In-Store Purchase
An item purchased at a U.S. Aeropostale store should generally be returned or exchanged at a U.S. Aeropostale store within 60 days with the original sales or gift receipt.
A store purchase cannot ordinarily be mailed to the online returns center.
Returns Without a Receipt
Aeropostale’s published policy states that returns are not accepted without the original sales receipt or gift receipt.
Contact the original store or customer service when a receipt is missing. An order confirmation, account history or gift receipt may help locate an eligible transaction, but acceptance is not guaranteed.
Gift Returns
A return made with a gift receipt is generally refunded through an Aeropostale Merchandise Credit at the selling price shown on the gift receipt.
Confirm the refund method before completing the return, especially when the recipient does not want the original purchaser notified.
Shipping and Gift-Wrap Refunds
Original shipping, handling and gift-wrap charges are generally nonrefundable. When the customer may qualify for a shipping refund because the item was damaged, defective or incorrectly shipped, call 1-877-289-2376.
When Will an Aeropostale Refund Appear?
Aeropostale states that an approved mail return can take up to 30 days after receipt to be refunded to the original payment method. The bank or payment provider may require additional posting time.
Keep:
- The return tracking number
- The date the package reached the return center
- The return confirmation
- The expected refund amount
- The original payment method
Price Adjustments
Aeropostale’s current return policy allows a one-time price-adjustment request when the original sales receipt is presented within seven days of purchase.
Clearance, final-sale merchandise, limited promotions, coupon exclusions or other special terms may affect eligibility.
Buy Online, Pick Up in Store Support
Customers can select Pick Up In-Store when eligible inventory is available at a participating location.
Aeropostale sends a Ready for Pickup email when the order has been confirmed by the store. Do not travel to the store based only on the initial order confirmation.
What Is Needed for Pickup?
Bring the Ready for Pickup email. Another person may collect the order when they have a copy of that confirmation.
How Long Will Aeropostale Hold a Pickup Order?
Aeropostale currently says the store will hold a pickup order for seven days after the Ready for Pickup email is sent.
Canceling a Pickup Order
Call 1-877-289-2376 if the order has not yet been collected. Once the Ready for Pickup email is issued, the payment method has generally been charged.
A credit after cancellation may take up to ten business days to appear, depending on the financial institution.
Returning a Pickup Order
An online order picked up in a store generally must be returned to a U.S. Aeropostale store with the original pickup receipt.
Aeropostale Gift Card Customer Service
Aeropostale sells physical and electronic gift cards that can generally be used online or at participating Aeropostale stores.
Use the official gift-card page to:
- Purchase a physical or electronic gift card
- Check the balance
- Review card information
- Report a lost or stolen card
Gift-card sales are final.
Refund to an Aeropostale Gift Card
When an order was paid with a gift card, the refund is generally returned to that card. If the original card is no longer available, contact customer service about receiving a replacement card or online code.
Lost or Stolen Gift Card
Report the card promptly through the official gift-card support route. Have the purchase receipt, card information and remaining balance available for private verification.
Replacement is not guaranteed when ownership and remaining value cannot be verified.
Gift-card scam warning: Do not provide a gift-card number or PIN to someone demanding payment for taxes, debt, technical support, account verification, a prize or an emergency. Legitimate companies and government agencies do not require unrelated debts to be paid with Aeropostale gift cards.
Aeropostale Rewards Access Customer Service
Aeropostale participates in the Catalyst Brands Rewards Access Loyalty Program with JCPenney.
Members can earn points from qualifying purchases and may receive CashPass rewards, tier benefits, birthday offers and other promotions.
Current program tiers include:
Missing Aeropostale Rewards Points
Points normally require the customer to be signed in or provide the rewards information when making the purchase. Online purchase points may not appear until after the order ships.
Before contacting support, gather:
- The rewards-account email address
- Purchase date
- Order number or store receipt
- Eligible purchase amount
- Current points balance
- Any promotion involved
Call 1-877-289-2376 or use Aeropostale live chat for rewards assistance.
CashPass Rewards
Members can earn a $10 CashPass after reaching the applicable points threshold. Some introductory, birthday or promotional CashPasses may have different values and restrictions.
For Aeropostale, no more than $15 in CashPass value may currently be applied to one transaction.
CashPasses:
- Have stated expiration dates
- Cannot be exchanged for cash
- Cannot be applied to a prior purchase
- May exclude gift cards and certain transactions
- May be restricted to a particular participating brand
- May not be replaced when lost, stolen or expired
What Happens to Rewards After a Return?
Points connected to returned merchandise are deducted from the rewards account. A return can lower the points balance, tier status or qualifying spending.
If a CashPass was used on the purchase, its value is generally not returned or reissued. The CashPass amount is allocated across qualifying items and deducted when calculating the refund.
Are Aeropostale and JCPenney Rewards Connected?
Both brands participate in Catalyst Brands Rewards Access. Enrollment through one participating brand can enroll the customer in the shared program.
However, some CashPasses and offers remain brand-specific. Review the certificate before attempting to use an Aeropostale reward at JCPenney or a JCPenney reward at Aeropostale.
Aeropostale Account and Login Help
Use the account sign-in page to review order history, saved addresses, rewards activity and account information.
If the password is forgotten:
- Open the official sign-in page.
- Select Forgot Password.
- Enter the account email address.
- Check the inbox and spam folder.
- Use the official reset message.
Guest orders can be tracked without an account using the order email address, order number and billing ZIP code.
Order Does Not Appear in the Account
Confirm that:
- The same email address was used
- The order was not placed as a guest
- The order is more than one hour old
- A different account was not used
- The order confirmation was successfully issued
Suspected Account Fraud
Change the Aeropostale password and secure the associated email account if an unfamiliar order, address or account change appears.
Contact Aeropostale and the payment provider promptly. Never provide a password, one-time code or complete payment-card number to an unexpected caller or social-media account.
Sizing, Coupons and Product Questions
Aeropostale Sizing Help
Review the official size chart for the product category. Fit can vary by style, fabric, cut and collection.
When asking for help, provide:
- Product name
- Item number
- Men’s or women’s category
- Current size being considered
- Usual size in similar products
- Whether the preferred fit is relaxed, regular or fitted
Try clothing without removing the tags and before washing it until the fit is confirmed.
Coupon or Promotional Code Did Not Work
Review the promotion’s dates, qualifying merchandise, minimum purchase, redemption channel and exclusions.
Common reasons a coupon may fail include:
- The promotion expired
- The item is excluded
- The minimum purchase was not reached
- The code has already been used
- The offer cannot be combined with another discount
- The code is limited to online or in-store use
- The customer is using a third-party coupon not issued by Aeropostale
Take a screenshot before checkout and contact support while the promotion remains active.
Aeropostale Store Complaints
Use the store locator to find the direct telephone number for the location involved.
Contact the store when the issue involves:
- An in-store purchase
- A store return or exchange
- A pickup order
- A sales associate
- Store hours
- Product availability
- A fitting-room concern
- Accessibility
- A local promotion or price adjustment
Ask for the store manager when the associate assisting you cannot resolve the concern. Record the store location, purchase date, receipt information and requested outcome.
Privacy and Marketing Requests
Aeropostale customers can unsubscribe from promotional emails by using the link in the message. Text-message users can follow the STOP instructions supplied by the messaging program.
Unsubscribing from marketing does not prevent essential order, account, security, refund or customer-service messages.
Aeropostale provides online privacy-request and marketing opt-out tools. Customers can also call 1-877-289-2376 for certain privacy requests.
About Aeropostale, Catalyst Brands and Authentic Brands Group
Aeropostale is a casual apparel and accessories brand serving teens and young adults through stores and its online shop.
Aeropostale is operated by SPARC Group LLC doing business as Aeropostale and is part of Catalyst Brands. Catalyst Brands was formed through the combination of JCPenney and SPARC Group.
Authentic Brands Group continues to own the Aeropostale intellectual property licensed to the retail operator.
Aeropostale’s current privacy materials list the following legal and privacy correspondence address:
Aeropostale
Attn: Legal Department, Privacy Office
6501 Legacy Drive, Suite B-100
Plano, TX 75024
This address is not an online returns center, store-return location or customer-service counter. Do not mail merchandise or ordinary refund requests there.
Information to Gather Before Contacting Aeropostale
- Order number or store receipt
- Email address used for the order
- Billing and shipping ZIP codes
- Product name, item number, size and color
- Purchase and delivery dates
- Tracking number
- Return tracking and delivery confirmation
- Gift-card or rewards issue without posting sensitive numbers
- Store location
- Previous customer-service case information
- Photographs for private support use
- The exact resolution requested
How to Escalate an Aeropostale Complaint
- Determine whether the issue belongs with online customer service, a store, the carrier or a payment provider.
- Call 1-877-289-2376 or use live chat.
- Provide a concise timeline and the relevant order or receipt details.
- State the exact resolution requested.
- Ask for a case or reference number.
- Request supervisor review when the first response does not address the documented problem.
- Use the website feedback tool to create an additional written record.
- Save chat transcripts, emails, receipts, photographs and tracking information.
- Contact the store manager for a store-specific problem.
- Contact the payment provider promptly when a charge is genuinely unauthorized or a promised refund remains unresolved.
Reply within the existing support conversation and reference the original case whenever possible instead of opening numerous duplicate requests.
Aeropostale Customer Service Reviews and Complaints
CustomerServiceNumbers.com currently shows an Aeropostale rating of 3.0 out of 5 stars based on two published reviews.
Both submissions date from 2014. One describes school-uniform pants developing a hole after approximately three months and a store declining an exchange because the merchandise had been worn and washed. The second asks for help locating a particular denim jacket and does not describe a completed customer-service outcome.
These two historical submissions are not enough to establish current Aeropostale customer-service patterns. They predate the company’s current contact hours, return portal, rewards program and Catalyst Brands structure.
If you recently contacted Aeropostale, consider leaving a review below. A helpful review should explain:
- Whether the purchase was online or in a store
- Whether the issue involved an order, return, refund, gift card, rewards or product quality
- Which support route was used
- Whether a case number was provided
- How long the response or refund took
- Whether the problem was resolved
Related Clothing Customer Service Pages
Frequently Asked Questions About Aeropostale Customer Service
What is the Aeropostale customer-service phone number?
The main Aeropostale customer-service number is 1-877-289-2376.
What are Aeropostale customer-service hours?
Telephone and live-chat support are currently available seven days a week from 8:00 a.m.–9:00 p.m. Eastern Time.
Does Aeropostale offer email support?
Aeropostale does not currently publish a general customer-service email address on its main contact page. Use telephone support, live chat, the Help Center or the website feedback tool.
How long do I have to return Aeropostale merchandise?
Eligible unwashed and unworn merchandise can generally be returned or exchanged within 60 days of purchase with the original sales or gift receipt.
How much is the Aeropostale mail-return fee?
Use of Aeropostale’s prepaid return label currently results in a $7 deduction from the return credit.
Can I return an online Aeropostale order to a store?
Many U.S. online purchases can be returned to a U.S. store. Online-only items, Canadian online orders, room merchandise and fragrances generally must be returned by mail.
Can I return an Aeropostale purchase without a receipt?
Aeropostale’s published policy says returns require the original sales receipt or gift receipt.
Can I cancel an Aeropostale order?
You may be able to cancel the entire order through the confirmation email or order-status page while the cancellation button remains available. Individual items cannot be canceled separately.
How long does Aeropostale hold a pickup order?
Aeropostale currently holds an eligible Buy Online, Pick Up in Store order for seven days after sending the Ready for Pickup email.
How do I check an Aeropostale gift-card balance?
Use the official Aeropostale gift-card page and enter the card number and PIN privately.
What is Aeropostale Rewards Access?
Rewards Access is the Catalyst Brands loyalty program currently shared by participating brands including Aeropostale and JCPenney. Members can earn points, CashPasses and tier benefits.
What happens to rewards points after a return?
The points associated with returned merchandise are deducted from the rewards balance. A CashPass used on the purchase generally is not reissued.
Who owns Aeropostale?
Aeropostale is operated by SPARC Group LLC doing business as Aeropostale and is part of Catalyst Brands. Authentic Brands Group owns the Aeropostale intellectual property licensed to the operator.
Is the Lyndhurst, New Jersey address still Aeropostale headquarters?
The former 125 Chubb Avenue address should be treated as outdated. Current Aeropostale privacy materials list its Legal Department at 6501 Legacy Drive, Suite B-100, Plano, Texas 75024.
Page Update Note
This Aeropostale customer-service page was reviewed and updated in July 2026 to verify the main phone number, replace outdated support hours, add current live-chat, order, return, gift-card and store routes, explain the 60-day return policy and $7 prepaid-label deduction, add order cancellation, damaged-item, store-pickup, rewards and CashPass guidance, replace the outdated New Jersey address, identify Catalyst Brands and SPARC Group, accurately summarize the two historical CSN reviews and strengthen escalation and privacy guidance.
Why Trust CustomerServiceNumbers.com?
CustomerServiceNumbers.com has helped consumers locate customer-service information and share their experiences since 2004. CSN is an independent consumer website and is not affiliated with Aeropostale, SPARC Group, Catalyst Brands, Authentic Brands Group, JCPenney, any Aeropostale store, carrier or payment provider.
Our goal is to help consumers locate the correct support route, understand current ordering and return procedures and share customer-service outcomes that may help others. Telephone numbers, hours, return policies, rewards terms, ownership details, store locations and support tools can change. Verify important information through Aeropostale and the applicable store, carrier, gift-card provider or payment provider.
Share Your Aeropostale Customer Service Experience
Have you contacted Aeropostale about an online order, store purchase, return, refund, missing package, damaged item, pickup order, gift card, rewards points, CashPass, sizing concern or store complaint? Share your experience below and explain which support route you used and whether the issue was resolved.
Privacy reminder: Do not post your address, email address, telephone number, order number, tracking number, gift-card number or PIN, rewards-account information, receipt, return label, password, payment information or private customer-service correspondence in a public review.
Customer Service Numbers Disclaimer
CustomerServiceNumbers.com is not affiliated with Aeropostale, SPARC Group, Catalyst Brands, Authentic Brands Group, JCPenney, any Aeropostale store, carrier or payment provider. This page is provided for informational purposes and to document consumer customer-service experiences.
CustomerServiceNumbers.com cannot access Aeropostale orders or accounts, cancel purchases, approve returns, issue refunds, restore gift cards, adjust Rewards Access points, reissue CashPasses, locate packages or resolve store complaints. Those requests must be handled by Aeropostale, the applicable store, Catalyst Brands, the carrier, the gift-card provider, the payment provider or another appropriate official organization.
