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- Return Policy FAQ
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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 "How to Return or Exchange" or select a link at left.
For more information regarding a refund or credit, please see "Refunds and Payments" 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). Returns/exchanges with sales receipt are accepted within 30 days of purchase.
Additional terms and restrictions may apply. See online or store associate for full return/exchange policy details.
Extended holiday returns policy
Items purchased online or in stores between October 15 and December 24 may be returned through January 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 should be 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 Maternity4 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.
Kid's Guarantee - Extended Return Policy
We'll issue a refund up to 1 year from the purchase date if you experience any manufacturing defect (including holes, rips, tears, excessive shrinkage, excessive pilling, broken stitches or nonfunctional buttons, zippers, or other closures) in any Girls and Boys clothing and shoe styles online and in stores in the U.S., Puerto Rico, or Canada, at Old Navy and Old Navy Outlet store, or online. Does not apply to Kids accessories including sunglasses, jewelry, hair accessories, and register lane items. 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. No returns or exchanges permitted for damage caused by misuse, accidents, stains, or changes in size.
Notes
1. Items marked “mail only” on the product page, your shopping bag, and the invoice can be returned only by mail.
2. Swimwear must have the original price tags and hygienic liner intact can only be returned by mail.
3. 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.
4. Maternity can only be returned by mail.
Product Eligibility and Limitations
Which items are eligible to be returned or exchanged?
Items should be 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 Maternity4 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
1. Items marked “mail only” on the product page, your shopping bag, and the invoice can be returned only by mail.
2. Swimwear must have the original price tags and hygienic liner intact can only be returned by mail.
3. 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.
4. Maternity can only be returned by mail.
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 and Sunglasses3 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
1. Items marked “mail only” on the product page, your shopping bag, and the invoice can be returned only by mail.
2. Swimwear must have the original price tags and hygienic liner intact can only be returned by mail.
3. 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.
Product Eligibility and Limitations
Which items are eligible to be returned or exchanged?
Items should be 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 and Sunglasses3 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
1. Items marked “mail only” on the product page, your shopping bag, and the invoice can be returned only by mail.
2. Swimwear must have the original price tags and hygienic liner intact can only be returned by mail.
3. 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.
Free Shipping and Exchanges
How much is the return shipping fee for online purchases?
Returns are free. Please see our “Returning or Exchanging by Mail” instructions here.
Is the shipping fee charged for online exchanges?
Exchanges are free. Please see our “Returning or Exchanging by Mail” instructions here.
Return Method
Can online items be returned in a store?
Yes, except for items marked return by mail only or any items sold by third-party sellers.
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 OldNavy.ca or your local Old Navy store, it cannot be returned to a Gap 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
Return Method
Can online items be returned in a store?
Yes, except for items marked return by mail only or any items sold by third-party sellers.
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 athleta.ca or your local Athleta 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
Return Method
Can online items be returned in a store?
Yes, except for items marked return by mail only or any items sold by third-party sellers.
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 BananaRepublic.ca or your local Banana Republic store, it cannot be returned to a Gap 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
Return Method
Can online items be returned in a store?
Yes, except for items marked return by mail only or any items sold by third-party sellers.
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 Gapcanada.ca 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 Payments
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 in the amount of the current selling price.
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 a new gift card. |
| 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.) |
| Points |
We will convert the dollar value of the rewards to points and credit your Rewards Program
account.
Please allow approximately 1-2 days for the points to be credited to your Rewards Program account. |
| PayPal, Apple Pay or Google Pay | Process your refund via our payment partner back to your original form of payment (applies to returns made in store and by mail). |
| 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 refund amounts are credited first to a gift card and then to a credit card. |
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