Return Policy FAQ
Here's a quick overview of how our brands handle returns and exchanges.
Note: 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, please see Returning or Exchanging Items 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.
Return and Exchange Policies at a Glance
What 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.
How much is the return shipping fee for online purchases?
Returns are free. Please see our To Return Items by Mail instructions.
Is the shipping fee charged for exchanges?
Exchanges are free. Please see our To Exchange Items by Mail instructions.
How long do I have to return or exchange an item I bought online?
Returns/exchanges must be returned within 30 days of the delivery date.
How can I receive a refund for my order?
Refunds require proof of purchase: the shipping confirmation email 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.
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.
Can store items be returned by mail?
No
Are there limitations on returning specific merchandise?
Swimwear & Masks. Final sale items cannot be returned or exchanged.
Can I return or exchange items from one brand in a different brand's store?
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, it cannot be returned to an Old Navy store.
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.
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.
Extended holiday returns policy
Items purchased online or in stores between Oct 15 and Dec 24, 2023 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. Online items returned by mail must be returned to our facility by Jan 15 of the following year, or 30 days from delivery date, 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.
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 and complimentary case, with tags attached. Defective sunglasses can be returned at any time.
- Masks are final sale and are not eligible for returns and exchanges.
What 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.
How much is the return shipping fee for online purchases?
Returns are free. Please see our To Return Items by Mail instructions.
Is the shipping fee charged for exchanges?
Exchanges are free. Please see our To Return Items by Mail instructions.
How long do I have to return or exchange an item I bought online?
Returns/exchanges must be returned within 30 days of the delivery date.
How can I receive a refund for my order?
Refunds require proof of purchase: the shipping confirmation email 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.
Can online items be returned in a store?
Yes, except for items marked “Mail Only” or order purchased on Shopify.
Can store items be returned by mail?
No
Are there limitations on returning specific merchandise?
Swimwear and Masks. Final sale items cannot be returned or exchanged.
Can I return or exchange items from one brand in a different brand's store?
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, it cannot be returned to an Old Navy store.
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.
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.
Back to School Uniform Guarantee – Extended Return Policy
We’ll issue a full refund up to 1 year if you are unsatisfied with the quality of Women’s, Men’s, Girls, and Boys uniform styles purchased online and in stores between 7/7/2023 at 12:01am ET through 9/30/2023 at 11:59pm ET in the U.S., Puerto Rico, or Canada, at Old Navy and Old Navy Outlet stores, 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.
Extended holiday returns policy
Items purchased online or in stores between Oct 15 and Dec 24, 2023 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. Online items returned by mail must be returned to our facility by Jan 15 of the following year, or 30 days from delivery date, 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.
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 and complimentary case, with tags attached. Defective sunglasses can be returned at any time.
- Masks are final sale and are not eligible for returns and exchanges.
What 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.
How much is the return shipping fee for online purchases?
Returns are free. Please see our To Return Items by Mail instructions.
Is the shipping fee charged for exchanges?
Exchanges are free. Please see our To Return Items by Mail instructions.
How long do I have to return or exchange an item I bought online?
Returns/exchanges must be returned within 30 days of the delivery date.
How can I receive a refund for my order?
Refunds require proof of purchase: the shipping confirmation email 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.
Can online items be returned in a store?
Yes, except for items marked “Mail Only” or order purchased on Shopify.
Can store items be returned by mail?
No
Are there limitations on returning specific merchandise?
Swimwear, Sunglasses, and Masks. Final sale items cannot be returned or exchanged.
Can I return or exchange items from one brand in a different brand's store?
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, it cannot be returned to an Old Navy store.
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.
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.
Extended holiday returns policy
Items purchased online or in stores between Oct 15 and Dec 24, 2023 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. Online items returned by mail must be returned to our facility by Jan 15 of the following year, or 30 days from delivery date, 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.
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 and complimentary case, with tags attached. Defective sunglasses can be returned at any time.
- Masks are final sale and are not eligible for returns and exchanges.
What 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.
How much is the return shipping fee for online purchases?
Returns are free. Please see our To Return Items by Mail instructions.
Is the shipping fee charged for exchanges?
Exchanges are free. Please see our To Return Items by Mail instructions.
How long do I have to return or exchange an item I bought online?
Returns/exchanges must be returned within 30 days of the delivery date.
How can I receive a refund for my order?
Refunds require proof of purchase: the shipping confirmation email 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.
Can online items be returned in a store?
Yes, except for items marked “Mail Only” or order purchased on Shopify.
Can store items be returned by mail?
No
Are there limitations on returning specific merchandise?
Masks. Final sale items cannot be returned or exchanged.
Can I return or exchange items from one brand in a different brand's store?
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, it cannot be returned to an Old Navy store.
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.
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.
Extended holiday returns policy
Items purchased online or in stores between Oct 15 and Dec 24, 2023 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. Online items returned by mail must be returned to our facility by Jan 15 of the following year, or 30 days from delivery date, 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.
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 and complimentary case, with tags attached. Defective sunglasses can be returned at any time.
- Masks are final sale and are not eligible for returns and exchanges.
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 To Return Items by Mail.
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. |