Returning or Exchanging Itemss

1. Identify items and create mailing label

   To begin your return, use our interactive returns process to create and print a prepaid UPS label.

2. Prepare your package

   1. Pack your return securely, in the original package if possible, and include your packing slip (generated via the interactive returns process).
   2. Affix your shipping label to the package, making sure no other tracking labels are showing.

3. Ship it

   When your package is ready, drop it off at your nearest UPS location.

Express Returns™ is a drop-off program for online returns that doesn't require packaging, labels, or printing. Simply show your QR code and drop off your item(s) at any participating Staple's locations nationwide*.

^*Subject to eligibility based on location and items being returned.

1. Start your return
   Use our interactive online process to start your return and select Express Returns as your return method.
2. Get your drop-off QR code
   Once you complete the online form, you will receive your Express Returns drop-off QR code in your Return Confirmation email
3. Drop off your item(s)
   1. Bring your unpackaged, label-free item(s) to your nearest Express Returns location.
      1. If you are dropping off at a Staples store, go directly to the Print & Ship center.
4. Show the associate your drop-off QR code and hand them your item(s).

Call Us to order a replacement item. This ensures you get the item you want, as well as credit for any discounts used. (Need to find the right item first? Start browsing.)

Return the item using the directions in To Return Items by Mail, above.

Home Pick-up allows you to schedule a pick-up for online returns or exchanges that don’t require packaging, labels or printing. Simply show the pick-up driver your QR code and they will package and return your item(s).

1. Start your return
   1. Use our interactive returns process to start your return and select Home-Pick up as your method.
2. Get your return/exchange QR code: Once you complete the online form, you will receive your Home Pick-up QR code in your return confirmation email.
3. Schedule your Pick-up
   1. Have your unpackaged, label-free item(s) ready for pick-up at the designated location.
   2. Show the driver your QR code and hand them your item(s).
   1. If you are leaving your item on your porch or with a concierge desk, ensure the QR code is easily accessible for the driver to find along with the item(s) for pickup.

For Gap, Banana Republic, Old Navy, and Athleta items, you can return merchandise purchased online to the appropriate store. For example, if you bought an item on Gap.com, you can return it to a Gap retail store, but not to an Old Navy store. Merchandise purchased online can't be returned to any of our Factory or Outlet stores. For example, a Banana Republic online purchase can't be returned at Banana Republic Factory stores.

Note: For items marked “Mail only”, merchandise must be returned by mail. Check your shipping confirmation email first.

Do the following:

• Find a store location near you.
• Bring the item in the package it was delivered in and either your shipping confirmation email (printed or on mobile device) or the original credit card used for purchase to the store.
• Tell a sales associate that you want to return the item.

If this is a gift return, be sure to tell the sales associate. For more information, see Returning or Exchanging a Gift.

If you have any additional questions about store return policies please feel free to contact us, or get in touch with your local store directly.

You can buy items from our four brands — Gap, Old Navy, Banana Republic, and Athleta — at the same time, and it's just as easy to return them.

Let's say you need to return a pair of pants from Gap and a shirt from Old Navy, which were purchased together and delivered in the same package.

For a return: Pack both items into the same box — in the original packaging, if possible — then use our interactive returns process to create a prepaid UPS or USPS return shipping label and packing slip.

For more details on how to do a return, see To Return Items by Mail above.

For an exchange: To exchange one or both of the items in the example above, just call the appropriate brand's order line (see Contact Us) before you ship the return. This ensures you the best selection for your replacement and allows you to get credit for any discounts used. For more details on doing an exchange, see To Exchange Items by Mail.

For details on our online return policies, see Policies at a Glance.

To create a prepaid UPS and USPS return shipping label, use our interactive returns process.

If you prefer, you can send your returned item, postage prepaid, to this address:

100 Gap Inc. Direct Gateway
Groveport, OH 43125

Be sure to include your packing slip (generated via the interactive returns process). It's also a good idea to write down your delivery tracking number for future reference.

Note: We do not accept C.O.D. deliveries. If you choose not to use our pre-paid shipping label, shipping is at your expense. Also, we don't refund original shipping and handling charges.

Items cannot be returned to Gap, Old Navy, Banana Republic, or Athleta in store. If an item sold and shipped by a third-party seller isn't quite right and is not final sale, it can be returned by mail directly to the seller. Visit the returns portal and follow instructions to start the return process online.

If any item has arrived damaged, please contact our customer service center at 800-427-7895 (From inside U.S.) or 614-744-3907 (From outside the U.S.) to file a damage claim.

Claims must be filed for third-party items sold with Gap within 48 hours of delivery.

1. Get the gift invoice ready

   1. Select the Gift checkbox
   2. In the columns to the far right of each item, write the quantity of each item you're returning, as well as the codes for the reasons.
   3. In an empty spot on the page, clearly write the name and address that you want the gift card sent to.
   4. Detach the top portion of the invoice for your records.

   

   If you don't have an invoice, Contact Us for help in completing this return.

2. Find or create your shipping label

   Check your delivery package for a prepaid return shipping label. If there isn't one, use our interactive returns process (no printer required) or contact Customer Service.

3. Package your items securely

   1. Place your completed invoice in the box. Use the original package if possible.
   2. Affix the mailing label to the package. Make sure no other tracking labels are showing.
   3. Write down your tracking number for future reference.

4. Ship the package

   When your package is ready, drop it off at your nearest UPS location.

   What happens next?

   We refund the cost of the returned merchandise as soon as it is processed. You'll be refunded in the form of an Options gift card.

   Note: We do not accept C.O.D. deliveries. If you choose not to use our prepaid shipping label, shipment is at your expense. Also, we don't refund original shipping and handling charges.

1. To order a replacement item, Contact Us. This ensures you get the item you want, as well as credit for any discounts used. (Need to find the right item first? Start browsing.)
2. Return the gift item using the directions in To Return a Gift by Mail above.

For Gap, Banana Republic, Old Navy, and Athleta items, you can return gifts purchased online to the appropriate store. For example, if you received a gift purchased on Gap.com, you can return it to a Gap retail store, but not to an Old Navy store.

Note: For items marked “Mail only”, merchandise must be returned by mail. Check your invoice first.

Do the following:

1. Find a store location near you.
2. Bring the item and your invoice to the store.
3. Tell a sales associate that you want to return a gift that was purchased online, and that you want the value placed on a gift card.