FAQ

Below you will find the answers to the most frequently asked questions. In case your question is not listed, please send us an email with your question. You can find the information here.


Order and Payment

How can I be sure that my order has been well received?


You will automatically receive an order confirmation by email. If you haven’t received this email, it may have ended up in your junk mail.

Can I add something to my order?


After completing the order process, your order will be handled immediately. You can then no longer change your order or exchange an item for another size. You can then place a new order for the correct item or size.

Are all products immediately available?


If an item is not in stock (anymore), this item will not be displayed. You can only order items that are in stock. It may happen that, after you have placed an order, an item becomes unavailable. You will then automatically receive an email with the item(s) that are not (or no longer) available. The money for the items that are no longer available will automatically be refunded.

I have a discount code. How can I use this online?


You can activate the discount code in the shopping basket and on the payment page. The discount will then be calculated automatically.

I have not received all of the items in my order. What should I do?


It may happen that something goes wrong when packing your parcel. If so, please contact customer service and keep your order number and the items you are missing at the ready.

The order the store placed for me has been cancelled. What happens now?


If this happens you will be notified by email. This will contain a link to a service page where you can fill in your details so we can refund you. Service page not working properly? Then please contact customer service. by email, stating your order number and IBAN account. They will fix it for you.

I cannot order through the web shop. What should I do?


It would be understandably annoying if you were to encounter any issues on our website. Customer service is always there to help so that you can place an order. The best thing to do is to send an email with a screenshot of the internet page with a short description of the problem. We will help you as soon as possible so that you can finally place your order.

Can I pay for my online order in the store afterwards?


It is not possible to pay for the order in the store, the payment must be made immediately to be able to complete the order.

Which payment methods can I choose?


You can pay with SOFORT Überweisung, GIROPAY, PayPal, Kreditkarte, Klarna Rechnung in the America Today web shop.

Can I redeem my gift card online?


Unfortunately, you cannot use your gift card online. To use your gift card, you must visit one of our America Today stores.


Delivery and Collection

I placed my order yesterday before 3 p.m. but I haven’t received anything yet?


Due to the coronavirus, the delivery of your package may take longer than you are used to from us.

Orders placed in America Today's online shop before 3 p.m. will be delivered within 1-2 working days to the specified delivery address. All orders are shipped with DHL.

I placed an order after 3.00 p.m. yesterday.


If you placed an order after 3.00 p.m., your order will be processed the following working day and shipped as soon as possible. As soon as the parcel has been dispatched you will receive an email notification.

Where is my parcel?


You can track the delivery of your order via the track & trace code you receive via email. Link in the email isn´t working? Then please contact customer service.

Do I pay the shipping costs?


You will not be charged shipping costs for orders over €20. However, we do charge shipping costs of €2.95 for orders under €20. If you are going to collect an order from an America Today store, you won’t have to pay for any shipping costs.

Can I have my order delivered to a different address?


You can have your order delivered in one of three ways: to a DHL Point; to an America Today store; and to a different address if you're not at home or if you want to give someone a gift.


Exchanges & Returns

How can I exchange an item?


You can return goods via the web shop, but you cannot exchange them. You will always automatically be refunded within 14 days. You can of course place a new order if you wish to receive another item. You can exchange and/or return items you ordered via our web shop at one of the America Today stores.

Please note that face masks cannot be returned once the packaging has been opened.

How do I return an item?


Fill in the return form and pack it together with the products in a shipping bag or box and stick the return label on the packaging. Send the parcel via a DHL Point. Look here to find out where your closest Service Point is. There are no additional costs for this; these costs have already been included in the €1.95 return costs that we deduct from the reimbursement.

I have lost my return form/return label. What should I do?


That's no problem. If you no longer have a return form or return label, please contact customer service. They can send you the necessary forms by email.

When will I get my money back if I return a parcel?


As soon as we have processed your return, you will receive a confirmation email. You can expect the amount back on your account within 2-3 working days. Not received the refund? Then please contact customer service..

What should I do if a damaged item has been delivered?


Naturally, this was not the intention. You can of course return the item with the accompanying return form or return it at one of our stores. When you fill in the return form, you can indicate that you have received a defective/damaged item, no return costs will be charged. You can then place a new order through our web shop so that you can still receive the items.

I have a complaint about a product. Who can help me with this?


For complaints, please get in touch with customer service or visit one of the America Today stores. The store is the best place to assess the complaint and come up with an appropriate solution. If you wish to file a complaint through customer service, then please send an email with a picture of the complaint and your order number. In this way, customer service can best handle the complaint.

Can I return an item I bought in-store by post?


Unfortunately, items purchased in-store can only be returned at one of our stores. Look here for your closest store. We cannot process these purchases; this is not technically possible.

Do I have to pay the return costs?


We charge a contribution of €1.95 for the return shipment of an entire or partial order. We settle these return costs against the refund of the order amount; you will receive the amount of the returned items minus the return costs. If you return something at one of our stores, you pay no return costs.


Discounts and Sales

I bought an item in the Sale and now I want to exchange it?


If you want to exchange or return a sale item, then this is no problem, insofar as you want the same item again, but in a different size and the price is no longer the same as when you bought it. If this is the case, please get in touch with customer service.

I forgot to enter my discount code


You can return this order and we will then proceed to refund your money. You can then place a new order yourself and fill in your discount code.