Return Policy FAQ
Here's a quick overview of how our brands handle returns and exchanges.
Note that they can only be made at the brand of purchase (ie, Gap items can't be returned at Gap Factory, Old Navy, Athleta, Banana Republic, or Banana Republic Factory).
For step-by-step instructions on how to return or exchange an item purchased online or in-store please see Return or Exchange or select a link at left.
For more information regarding a refund or credit, please see Refunds and Credits or scroll to the bottom of this page.
30-Day Window for Returns and Exchanges
How long do I have to return or exchange an item I bought?
Returns/exchanges must be returned within 30 days of the delivery date (online purchases) or date-of-purchase (in store purchases).
Extended holiday returns policy
Items purchased online or in stores between Oct 15 and Dec 24, may be returned through Jan 15 the following year, or 30 days from delivery date (online purchases) or date-of-purchase (in store purchases), whichever is later. Proof of purchase is required. Items shipped and sold by third-party sellers are excluded from the extended holiday return policy. Please see third party seller return policy.
Product Eligibility and Limitations
Which items are eligible to be returned or exchanged?
Items are in their original condition: unwashed and unworn. Items not in this condition will not be accepted. Final sale items cannot be returned or exchanged. Items which are damaged or defective may be returned or exchanged at any time.
Are there limitations on returning specific merchandise?
Items marked “mail only”1, Swimwear2, Sunglasses3, Masks4 and Maternity5 have limitations. Final sale items cannot be returned or exchanged.
I am interested in purchasing an item that is marked as “Final Sale” on the website, or I have just purchased an item that is marked as “Final Sale.” What does that mean?
Final Sale items cannot be returned or exchanged by mail or in stores.
Notes
- Items marked “mail only” on the product page, your shopping bag, and the invoice can be returned only by mail.
- Swimwear must have the original price tags and hygienic liner intact can only be returned by mail.
- New sunglasses may be returned within 30 days of the delivery date if accompanied by the original receipt, with tags attached. Defective sunglasses can be returned at any time.
- Masks are final sale and are not eligible for returns and exchanges.
- Maternity can only be returned by mail.
Free Shipping and Exchanges
How much is the return shipping fee for online purchases?
Returns are free. Please see our “To return items by mail” instructions here.
Is the shipping fee charged for online exchanges?
Exchanges are free. Please see our “To exchange items by mail” instructions here.
Return Method
Can online items be returned in a store?
Yes, except for items marked return by mail only, any items sold by third-party sellers or orders purchased on Shopify, in the Instagram Shop or Facebook Shop.
Can items purchased in store be returned by mail?
No
Can I return or exchange items from one brand in a different brand’s store?
No, if you would like to process a return or exchange at one of our stores, this must be done at a store of the same brand as the items purchased. For example, if you purchased an item from Gap.com or your local Gap store, it cannot be returned to an Old Navy store.
Can I return or exchange a Gift?
Yes
- For a gift purchased online you’ll need the order number (found on the shipping invoice or confirmation email) and the email address where you want the refund sent to. For more information, see Returning or exchanging by mail
- For a gift purchased in store see Returning or Exchanging In-Store Purchases
Refunds and Payment
How can I receive a refund for my purchase?
Refunds require proof of purchase: the shipping confirmation email (online purchases), store receipt or the original credit card used for the purchase.
I received an item as a gift. How can I receive a refund?
Gifts returned with gift receipt or invoice will receive a gift card in the amount of the purchase price. Gifts returned without gift receipt or invoice will receive a merchandise certificate by mail in the amount of the current selling price.
I would like to return an item that I bought with rewards earned from a Gap Inc Credit Card / Rewards Program. What happens to my rewards?
If you return merchandise purchased with Reward Points, the dollar value of the reward(s) allocated to item(s) returned will be converted to Reward Points and credited to your Gap, Banana Republic, Old Navy, or Athleta account within the next 2 billing cycles. If you did not use your account, or if your account is closed, the dollar value of the Reward Point(s) allocated to the item(s) returned shall not be refunded or credited. Returns are subject to store location Return/Exchange policies. Additional restrictions may also apply.
Refunds and Credits
Most refunds are made in the form of original payment.
For exchanges, the item is returned first, then a second transaction is the purchase that completes your exchange. For more information, see “Return or Exchange”.
Details for various methods of payment below:
More Information
Here are the details for various methods of payment.
| If you paid with... | We will... |
|---|---|
| A credit card |
Refund your purchase amount to that same card. |
| A gift card |
Refund your purchase amount to the same gift card or issue a new gift card for that amount. |
| A promotional code or discount |
Exchange the item for the same style in another size or color. (If you choose to exchange the item for a different style, the discount can't be transferred.) |
| Rewards points |
We will convert the dollar value of the rewards to points and credit your Rewards Program account. If you paid with a Cardmember reward issued prior to 7/20/21, please allow approximately 5 days for the points be credited to your Rewards Program account. For all other rewards, please allow approximately 1–2 days for the points to be credited to your Rewards Program account. |
| PayPal or Apple Pay |
Refund your purchase to the PayPal or Apple Pay account you paid with (applies to returns made in store and by mail). |
| Afterpay |
How do I return or exchange an item purchased using Installments by Afterpay? If you have changed your mind, you can return your Afterpay purchase in-store or by mail for a refund. Please check that your return or exchange meets Our Return Policies. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase directly to Afterpay. |
| Notes |
Refunds include the taxes originally paid on the item being returned. If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account. If you pay using both a gift card and a credit card, and later decide to return your purchase, the amounts are credited differently depending on whether you return all or part of the original purchase total. For example, if you split a $100 total between a gift card and a credit card, we would refund half the return to the credit card, and half to a new gift card we would send you. But if you returned only one item with a cost of $60, we would refund $50 of that to your credit card and $10 to a new gift card. And if you returned the $40 item, the entire refund would go to the credit card. |
30-Day Window for Returns and Exchanges
How long do I have to return or exchange an item I bought?
Returns/exchanges must be returned within 30 days of the delivery date (online purchases) or date-of-purchase (in store purchases).
Extended holiday returns policy
Items purchased online or in stores between Oct 15 and Dec 24, may be returned through Jan 15 the following year, or 30 days from delivery date (online purchases) or date-of-purchase (in store purchases), whichever is later. Proof of purchase is required. Items shipped and sold by third-party sellers are excluded from the extended holiday return policy. Please see third party seller return policy.
Product Eligibility and Limitations
Which items are eligible to be returned or exchanged?
Items are in their original condition: unwashed and unworn. Items not in this condition will not be accepted. Final sale items cannot be returned or exchanged. Items which are damaged or defective may be returned or exchanged at any time.
Are there limitations on returning specific merchandise?
Items marked “mail only”1, Swimwear2, Sunglasses3 and Masks4 have limitations. Final sale items cannot be returned or exchanged.
I am interested in purchasing an item that is marked as “Final Sale” on the website, or I have just purchased an item that is marked as “Final Sale.” What does that mean?
Final Sale items cannot be returned or exchanged by mail or in stores.
Uniform Guarantee - Extended Return Policy
We’ll issue a refund up to 1 year from the purchase date if you are unsatisfied with the quality of Women’s, Men’s, Girls, and Boys uniform styles purchased online and in stores in the U.S., Puerto Rico, or Canada, at Old Navy and Old Navy Outlet store, or online. Returns for quality issues can only be made in Old Navy or Old Navy Outlet stores (not online) and must occur within 365 days of original purchase date. Original purchase receipt or shipping confirmation email required for refund of price paid back to the original form of payment. Returns without receipt are subject to Old Navy’s standard return policy.
Notes
- Items marked “mail only” on the product page, your shopping bag, and the invoice can be returned only by mail.
- Swimwear must have the original price tags and hygienic liner intact.
- New sunglasses may be returned within 30 days of the delivery date if accompanied by the original receipt, with tags attached. Defective sunglasses can be returned at any time.
- Masks are final sale and are not eligible for returns and exchanges.
Free Shipping and Exchanges
How much is the return shipping fee for online purchases?
Returns are free. Please see our “To return items by mail” instructions here.
Is the shipping fee charged for online exchanges?
Exchanges are free. Please see our “To exchange items by mail” instructions here.
Return Method
Can online items be returned in a store?
Yes, except for items marked return by mail only, any items sold by third-party sellers or orders purchased on Shopify, in the Instagram Shop or Facebook Shop.
Can items purchased in store be returned by mail?
No
Can I return or exchange items from one brand in a different brand’s store?
No, if you would like to process a return or exchange at one of our stores, this must be done at a store of the same brand as the items purchased. For example, if you purchased an item from Gap.com or your local Gap store, it cannot be returned to an Old Navy store.
Can I return or exchange a Gift?
Yes
- For a gift purchased online you’ll need the order number (found on the shipping invoice or confirmation email) and the email address where you want the refund sent to. For more information, see Returning or exchanging by mail
- For a gift purchased in store see Returning or Exchanging In-Store Purchases
Refunds and Payment
How can I receive a refund for my purchase?
Refunds require proof of purchase: the shipping confirmation email (online purchases), store receipt or the original credit card used for the purchase.
I received an item as a gift. How can I receive a refund?
Gifts returned with gift receipt or invoice will receive a gift card in the amount of the purchase price. Gifts returned without gift receipt or invoice will receive a merchandise certificate by mail in the amount of the current selling price.
I would like to return an item that I bought with rewards earned from a Gap Inc Credit Card / Rewards Program. What happens to my rewards?
If you return merchandise purchased with Reward Points, the dollar value of the reward(s) allocated to item(s) returned will be converted to Reward Points and credited to your Gap, Banana Republic, Old Navy, or Athleta account within the next 2 billing cycles. If you did not use your account, or if your account is closed, the dollar value of the Reward Point(s) allocated to the item(s) returned shall not be refunded or credited. Returns are subject to store location Return/Exchange policies. Additional restrictions may also apply.
Refunds and Credits
Most refunds are made in the form of original payment.
For exchanges, the item is returned first, then a second transaction is the purchase that completes your exchange. For more information, see “Return or Exchange”.
Details for various methods of payment below:
More Information
Here are the details for various methods of payment.
| If you paid with... | We will... |
|---|---|
| A credit card |
Refund your purchase amount to that same card. |
| A gift card |
Refund your purchase amount to the same gift card or issue a new gift card for that amount. |
| A promotional code or discount |
Exchange the item for the same style in another size or color. (If you choose to exchange the item for a different style, the discount can't be transferred.) |
| Rewards points |
We will convert the dollar value of the rewards to points and credit your Rewards Program account. If you paid with a Cardmember reward issued prior to 7/20/21, please allow approximately 5 days for the points be credited to your Rewards Program account. For all other rewards, please allow approximately 1–2 days for the points to be credited to your Rewards Program account. |
| PayPal or Apple Pay |
Refund your purchase to the PayPal or Apple Pay account you paid with (applies to returns made in store and by mail). |
| Afterpay |
How do I return or exchange an item purchased using Installments by Afterpay? If you have changed your mind, you can return your Afterpay purchase in-store or by mail for a refund. Please check that your return or exchange meets Our Return Policies. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase directly to Afterpay. |
| Notes |
Refunds include the taxes originally paid on the item being returned. If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account. If you pay using both a gift card and a credit card, and later decide to return your purchase, the amounts are credited differently depending on whether you return all or part of the original purchase total. For example, if you split a $100 total between a gift card and a credit card, we would refund half the return to the credit card, and half to a new gift card we would send you. But if you returned only one item with a cost of $60, we would refund $50 of that to your credit card and $10 to a new gift card. And if you returned the $40 item, the entire refund would go to the credit card. |
30-Day Window for Returns and Exchanges
How long do I have to return or exchange an item I bought?
Returns/exchanges must be returned within 30 days of the delivery date (online purchases) or date-of-purchase (in store purchases).
Extended holiday returns policy
Items purchased online or in stores between Oct 15 and Dec 24, may be returned through Jan 15 the following year, or 30 days from delivery date (online purchases) or date-of-purchase (in store purchases), whichever is later. Proof of purchase is required. Items shipped and sold by third-party sellers are excluded from the extended holiday return policy. Please see third party seller return policy.
Product Eligibility and Limitations
Which items are eligible to be returned or exchanged?
Items are in their original condition: unwashed and unworn. Items not in this condition will not be accepted.
Final sale items cannot be returned or exchanged.
Items which are damaged or defective may be returned or exchanged at any time.
Are there limitations on returning specific merchandise?
Items marked “mail only”1, Swimwear2, Sunglasses3 and Masks4 have limitations. Final sale items cannot be returned or exchanged.
I am interested in purchasing an item that is marked as “Final Sale” on the website, or I have just purchased an item that is marked as “Final Sale.” What does that mean?
Final Sale items cannot be returned or exchanged by mail or in stores.
Notes
- Items marked "mail only" on the product page, your shopping bag, and the invoice can be returned only by mail.
- Swimwear must have the original price tags and hygienic liner intact.
- New sunglasses may be returned within 30 days of the delivery date if accompanied by the original receipt, with tags attached. Defective sunglasses can be returned at any time.
- Masks are final sale and are not eligible for returns and exchanges.
Free Shipping and Exchanges
How much is the return shipping fee for online purchases?
Returns are free. Please see our “To return items by mail” instructions here.
Is the shipping fee charged for online exchanges?
Exchanges are free. Please see our “To exchange items by mail” instructions here.
Return Method
Can online items be returned in a store?
Yes, except for items marked return by mail only, any items sold by third-party sellers or orders purchased on Shopify, in the Instagram Shop or Facebook Shop.
Can items purchased in store be returned by mail?
No
Can I return or exchange items from one brand in a different brand’s store?
No, if you would like to process a return or exchange at one of our stores, this must be done at a store of the same brand as the items purchased. For example, if you purchased an item from Gap.com or your local Gap store, it cannot be returned to an Old Navy store.
Can I return or exchange a Gift?
Yes
- For a gift purchased online you’ll need the order number (found on the shipping invoice or confirmation email) and the email address where you want the refund sent to. For more information, see Returning or exchanging by mail
- For a gift purchased in store see Returning or Exchanging In-Store Purchases
Refunds and Payment
How can I receive a refund for my purchase?
Refunds require proof of purchase: the shipping confirmation email (online purchases), store receipt or the original credit card used for the purchase.
I received an item as a gift. How can I receive a refund?
Gifts returned with gift receipt or invoice will receive a gift card in the amount of the purchase price. Gifts returned without gift receipt or invoice will receive a merchandise certificate by mail in the amount of the current selling price.
I would like to return an item that I bought with rewards earned from a Gap Inc Credit Card / Rewards Program. What happens to my rewards?
If you return merchandise purchased with Reward Points, the dollar value of the reward(s) allocated to item(s) returned will be converted to Reward Points and credited to your Gap, Banana Republic, Old Navy, or Athleta account within the next 2 billing cycles. If you did not use your account, or if your account is closed, the dollar value of the Reward Point(s) allocated to the item(s) returned shall not be refunded or credited. Returns are subject to store location Return/Exchange policies. Additional restrictions may also apply.
Refunds and Credits
Most refunds are made in the form of original payment.
For exchanges, the item is returned first, then a second transaction is the purchase that completes your exchange. For more information, see “Return or Exchange”.
Details for various methods of payment below:
More Information
Here are the details for various methods of payment.
| If you paid with... | We will... |
|---|---|
| A credit card |
Refund your purchase amount to that same card. |
| A gift card |
Refund your purchase amount to the same gift card or issue a new gift card for that amount. |
| A promotional code or discount |
Exchange the item for the same style in another size or color. (If you choose to exchange the item for a different style, the discount can't be transferred.) |
| Rewards points |
We will convert the dollar value of the rewards to points and credit your Rewards Program account. If you paid with a Cardmember reward issued prior to 7/20/21, please allow approximately 5 days for the points be credited to your Rewards Program account. For all other rewards, please allow approximately 1–2 days for the points to be credited to your Rewards Program account. |
| PayPal or Apple Pay |
Refund your purchase to the PayPal or Apple Pay account you paid with (applies to returns made in store and by mail). |
| Afterpay |
How do I return or exchange an item purchased using Installments by Afterpay? If you have changed your mind, you can return your Afterpay purchase in-store or by mail for a refund. Please check that your return or exchange meets Our Return Policies. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase directly to Afterpay. |
| Notes |
Refunds include the taxes originally paid on the item being returned. If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account. If you pay using both a gift card and a credit card, and later decide to return your purchase, the amounts are credited differently depending on whether you return all or part of the original purchase total. For example, if you split a $100 total between a gift card and a credit card, we would refund half the return to the credit card, and half to a new gift card we would send you. But if you returned only one item with a cost of $60, we would refund $50 of that to your credit card and $10 to a new gift card. And if you returned the $40 item, the entire refund would go to the credit card. |
30-Day Window for Returns and Exchanges
How long do I have to return or exchange an item I bought?
Returns/exchanges must be returned within 30 days of the delivery date (online purchases) or date-of-purchase (in store purchases).
Extended holiday returns policy
Items purchased online or in stores between Oct 15 and Dec 24, may be returned through Jan 15 the following year, or 30 days from delivery date (online purchases) or date-of-purchase (in store purchases), whichever is later. Proof of purchase is required. Items shipped and sold by third-party sellers are excluded from the extended holiday return policy. Please see third party seller return policy.
Product Eligibility and Limitations
Which items are eligible to be returned or exchanged?
Give-It-A-Workout Guarantee. Work it out. If it doesn't perform, return it within 30 days of the delivery date.
Final sale items cannot be returned or exchanged.
Items which are damaged or defective may be returned or exchanged at any time.
Are there limitations on returning specific merchandise?
Items marked “mail only”1, Swimwear2, Sunglasses3 and Masks4 have limitations. Final sale items cannot be returned or exchanged.
I am interested in purchasing an item that is marked as “Final Sale” on the website, or I have just purchased an item that is marked as “Final Sale.” What does that mean?
Final Sale items cannot be returned or exchanged by mail or in stores.
Notes
- Items marked “mail only” on the product page, your shopping bag, and the invoice can be returned only by mail.
- Swimwear must have the original price tags and hygienic liner intact.
- New sunglasses may be returned within 30 days of the delivery date if accompanied by the original receipt, with tags attached. Defective sunglasses can be returned at any time.
- Masks are final sale and are not eligible for returns and exchanges.
Free Shipping and Exchanges
How much is the return shipping fee for online purchases?
Returns are free. Please see our “To return items by mail” instructions here.
Is the shipping fee charged for online exchanges?
Exchanges are free. Please see our “To exchange items by mail” instructions here.
Return Method
Can online items be returned in a store?
Yes, except for items marked return by mail only, any items sold by third-party sellers or orders purchased on Shopify, in the Instagram Shop or Facebook Shop.
Can items purchased in store be returned by mail?
No
Can I return or exchange items from one brand in a different brand’s store?
No, if you would like to process a return or exchange at one of our stores, this must be done at a store of the same brand as the items purchased. For example, if you purchased an item from Gap.com or your local Gap store, it cannot be returned to an Old Navy store.
Can I return or exchange a Gift?
Yes
- For a gift purchased online you’ll need the order number (found on the shipping invoice or confirmation email) and the email address where you want the refund sent to. For more information, see Returning or exchanging by mail
- For a gift purchased in store see Returning or Exchanging In-Store Purchases
Refunds and Payment
How can I receive a refund for my purchase?
Refunds require proof of purchase: the shipping confirmation email (online purchases), store receipt or the original credit card used for the purchase.
I received an item as a gift. How can I receive a refund?
Gifts returned with gift receipt or invoice will receive a gift card in the amount of the purchase price. Gifts returned without gift receipt or invoice will receive a merchandise certificate by mail in the amount of the current selling price.
I would like to return an item that I bought with rewards earned from a Gap Inc Credit Card / Rewards Program. What happens to my rewards?
If you return merchandise purchased with Reward Points, the dollar value of the reward(s) allocated to item(s) returned will be converted to Reward Points and credited to your Gap, Banana Republic, Old Navy, or Athleta account within the next 2 billing cycles. If you did not use your account, or if your account is closed, the dollar value of the Reward Point(s) allocated to the item(s) returned shall not be refunded or credited. Returns are subject to store location Return/Exchange policies. Additional restrictions may also apply.
Refunds and Credits
Most refunds are made in the form of original payment.
For exchanges, the item is returned first, then a second transaction is the purchase that completes your exchange. For more information, see “Return or Exchange”.
Details for various methods of payment below:
More Information
Here are the details for various methods of payment.
| If you paid with... | We will... |
|---|---|
| A credit card |
Refund your purchase amount to that same card. |
| A gift card |
Refund your purchase amount to the same gift card or issue a new gift card for that amount. |
| A promotional code or discount |
Exchange the item for the same style in another size or color. (If you choose to exchange the item for a different style, the discount can't be transferred.) |
| Rewards points |
We will convert the dollar value of the rewards to points and credit your Rewards Program account. If you paid with a Cardmember reward issued prior to 7/20/21, please allow approximately 5 days for the points be credited to your Rewards Program account. For all other rewards, please allow approximately 1–2 days for the points to be credited to your Rewards Program account. |
| PayPal or Apple Pay |
Refund your purchase to the PayPal or Apple Pay account you paid with (applies to returns made in store and by mail). |
| Afterpay |
How do I return or exchange an item purchased using Installments by Afterpay? If you have changed your mind, you can return your Afterpay purchase in-store or by mail for a refund. Please check that your return or exchange meets Our Return Policies. Afterpay will be notified of your return and will process the appropriate refunds. Please do not return your purchase directly to Afterpay. |
| Notes |
Refunds include the taxes originally paid on the item being returned. If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account. If you pay using both a gift card and a credit card, and later decide to return your purchase, the amounts are credited differently depending on whether you return all or part of the original purchase total. For example, if you split a $100 total between a gift card and a credit card, we would refund half the return to the credit card, and half to a new gift card we would send you. But if you returned only one item with a cost of $60, we would refund $50 of that to your credit card and $10 to a new gift card. And if you returned the $40 item, the entire refund would go to the credit card. |