Exchange/return process is terrible, convoluted, and . I made two orders of four shirts in each on-line order. I tried to make a straight exchange for all items. Eddie Bauer's policy is to make you return the item, then go back on line to re-buy the item, and if there is a price differential, you have to contact customer service again after you re-buy. In addition, you have pay a $7 return fee for each order, even if you want to exchange them for the same items! So, they wanted me to pay $14 fee to get the same things! Not a great way to treat your customers who want to shop at your store. I will never shop with them again as long as they have this policy, since you will lose money unless you know your exact size the first time you order. Due to the above, Eddie Bauer has lost me as a future customer, and I will be returning the items rather than exchanging them. So instead of making $160, Eddie Bauer is making $14 from me instead. I am sure I am not the only customer they have and will lose because of this policy. Expensive lesson for me and them.