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). Returns/exchanges with sales receipt are accepted within 30 days of purchase. Some Encore Members have extended windows to return for merchandise credit. See Encore Membership Program section for details.
Additional terms and restrictions 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.
Encore Membership Program Returns
How long do Encore Members have to return or exchange item(s) bought?
Returns/exchanges must be made 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. Some Encore Members have extended windows to return for merchandise credit. Premier Members who were signed in online or provided their phone number to make their purchase in store may return merchandise up to 45 days after purchase (or delivery) and will be issued a Merchandise Return Card (MRC) if the return is made over 30 days after purchase (or delivery). All-Access Cardmembers who were signed in online or provided their phone number to make their purchase in store may return merchandise up to 60 days after purchase (or delivery) and will be issued a Merchandise Return Card (MRC) if the return is made over 30 days after purchase (or delivery).
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 and items purchased in the Encore Market cannot be returned or exchanged.
Items that are damaged or defective may be returned or exchanged at any time.
Can I return items purchased through the Encore Market?
Encore Market items are final sale and can’t be returned, exchanged or refunded.
I would like to return an item that I bought with points earned from a Gap Inc. Credit Card / Encore Membership Program. What happens to my points?
If you return merchandise purchased with points, the dollar value will be converted to points and credited to your Encore Membership Program account within the next 1-2 days. If your account is closed, the dollar value of the point(s) allocated to the item(s) returned shall not be refunded or credited. Additional terms and restrictions apply – see return policy or store associates for full policy details.
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 and items purchased in the Encore Market 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.
Can I return items purchased through the Encore Market?
Encore Market items are final sale and can’t be returned, exchanged or refunded.
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 “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,” items sold by third-party sellers, orders placed through external marketplaces (TikTok Shop, DoorDash, etc.), and orders placed on Shopify.
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 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.
I would like to return an item that I bought with points earned from a Gap Inc. Credit Card / Encore Membership Program. What happens to my points?
If you return merchandise purchased with points, the dollar value will be converted to points and credited to your Encore Membership Program account within 1-2 days. If your account is closed, the dollar value of the point(s) allocated to the item(s) returned shall not be refunded or credited. Additional terms and restrictions apply – see return policy or store associates for full policy details.
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:
External Marketplaces (TikTok Shop, DoorDash, etc.)
How do I return items purchased through an external marketplace (TikTok Shop, DoorDash)?
Items purchased through an external marketplace — such as TikTok Shop or DoorDash — must be returned through the same marketplace where the order was placed. Return policies, timeframes, and eligibility requirements are set by each marketplace and may differ from purchases made directly on our website.
To start a return, log in to the marketplace app or website, go to your order history, select the item you’d like to return, and follow the instructions provided.
Need help?
Please contact customer service directly through the external marketplace’s app or website to connect with an associate who can assist you.
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 |
Convert the dollar value of the points and credit your account. Please allow approximately 1–2 days for the points to be credited to your account. |
| PayPal, Apple Pay, Klarna and Afterpay |
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. |
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). Some Encore Members have extended windows to return for merchandise credit. See Encore Membership Program section for 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.
Encore Membership Program Returns
How long do Encore Members have to return or exchange item(s) bought?
Returns/exchanges must be made 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. Some Encore Members have extended windows to return for merchandise credit. Premier Members who were signed in online or provided their phone number to make their purchase in store may return merchandise up to 45 days after purchase (or delivery) and will be issued a Merchandise Return Card (MRC) if the return is made over 30 days after purchase (or delivery). All-Access Cardmembers who were signed in online or provided their phone number to make their purchase in store may return merchandise up to 60 days after purchase (or delivery) and will be issued a Merchandise Return Card (MRC) if the return is made over 30 days after purchase (or delivery).
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 and items purchased in the Encore Market cannot be returned or exchanged.
Items that are damaged or defective may be returned or exchanged at any time.
Can I return items purchased through the Encore Market?
Encore Market items are final sale and can’t be returned, exchanged or refunded.
I would like to return an item that I bought with points earned from a Gap Inc. Credit Card / Encore Membership Program. What happens to my points?
If you return merchandise purchased with points, the dollar value will be converted to points and credited to your Encore Membership Program account within the next 1-2 days. If your account is closed, the dollar value of the point(s) allocated to the item(s) returned shall not be refunded or credited. Additional terms and restrictions apply – see return policy or store associates for full policy details.
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 and items purchased in the Encore Market 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.
Can I return items purchased through the Encore Market?
Encore Market items are final sale and can’t be returned, exchanged or refunded.
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
- 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 “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,” items sold by third-party sellers, orders placed through external marketplaces (TikTok Shop, DoorDash, etc.), and orders placed on Shopify.
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 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.
I would like to return an item that I bought with points earned from a Gap Inc. Credit Card / Encore Membership Program. What happens to my points?
If you return merchandise purchased with points, the dollar value will be converted to points and credited to your Encore Membership Program account within 1-2 days. If your account is closed, the dollar value of the point(s) allocated to the item(s) returned shall not be refunded or credited. Additional terms and restrictions apply – see return policy or store associates for full policy details.
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:
External Marketplaces (TikTok Shop, DoorDash, etc.)
How can I return items bought on TikTok Shop?
Items purchased through an external marketplace — such as TikTok Shop or DoorDash — must be returned through the same marketplace where the order was placed. Return policies, timeframes, and eligibility requirements are set by each marketplace and may differ from purchases made directly on our website.
To start a return, log in to the marketplace app or website, go to your order history, select the item you’d like to return, and follow the instructions provided.
Need help?
Please contact customer service directly through the external marketplace’s app or website to connect with an associate who can assist you.
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 |
Convert the dollar value of the points and credit your account. Please allow approximately 1–2 days for the points to be credited to your account. |
| PayPal, Apple Pay, Klarna and Afterpay |
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. |
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. Some Encore Members have extended windows to return for merchandise credit. See Encore Membership Program section for details.
Additional terms and restrictions 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.
Encore Membership Program Returns
How long do Encore Members have to return or exchange item(s) bought?
Returns/exchanges must be made 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. Some Encore Members have extended windows to return for merchandise credit. Premier Members who were signed in online or provided their phone number to make their purchase in store may return merchandise up to 45 days after purchase (or delivery) and will be issued a Merchandise Return Card (MRC) if the return is made over 30 days after purchase (or delivery). All-Access Cardmembers who were signed in online or provided their phone number to make their purchase in store may return merchandise up to 60 days after purchase (or delivery) and will be issued a Merchandise Return Card (MRC) if the return is made over 30 days after purchase (or delivery).
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 and items purchased in the Encore Market cannot be returned or exchanged.
Items that are damaged or defective may be returned or exchanged at any time.
Can I return items purchased through the Encore Market?
Encore Market items are final sale and can’t be returned, exchanged or refunded.
I would like to return an item that I bought with points earned from a Gap Inc. Credit Card / Encore Membership Program. What happens to my points?
If you return merchandise purchased with points, the dollar value will be converted to points and credited to your Encore Membership Program account within the next 1-2 days. If your account is closed, the dollar value of the point(s) allocated to the item(s) returned shall not be refunded or credited. Additional terms and restrictions apply – see return policy or store associates for full policy details.
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 and items purchased in the Encore Market 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.
Can I return items purchased through the Encore Market?
Encore Market items are final sale and can’t be returned, exchanged or refunded.
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 “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,” items sold by third-party sellers, orders placed through external marketplaces (TikTok Shop, DoorDash, etc.), and orders placed on Shopify.
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 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.
I would like to return an item that I bought with points earned from a Gap Inc. Credit Card / Encore Membership Program. What happens to my points?
If you return merchandise purchased with points, the dollar value will be converted to points and credited to your Encore Membership Program account within 1-2 days. If your account is closed, the dollar value of the point(s) allocated to the item(s) returned shall not be refunded or credited. Additional terms and restrictions apply – see return policy or store associates for full policy details.
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 |
Convert the dollar value of the points and credit your account. Please allow approximately 1–2 days for the points to be credited to your account. |
| PayPal, Apple Pay, Klarna and Afterpay |
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. |
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. Some Encore Members have extended windows to return for merchandise credit. See Encore Membership Program section for 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.
Encore Membership Program Returns
How long do Encore Members have to return or exchange item(s) bought?
Returns/exchanges must be made 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. Some Encore Members have extended windows to return for merchandise credit. Premier Members who were signed in online or provided their phone number to make their purchase in store may return merchandise up to 45 days after purchase (or delivery) and will be issued a Merchandise Return Card (MRC) if the return is made over 30 days after purchase (or delivery). All-Access Cardmembers who were signed in online or provided their phone number to make their purchase in store may return merchandise up to 60 days after purchase (or delivery) and will be issued a Merchandise Return Card (MRC) if the return is made over 30 days after purchase (or delivery).
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 and items purchased in the Encore Market cannot be returned or exchanged.
Items that are damaged or defective may be returned or exchanged at any time.
Can I return items purchased through the Encore Market?
Encore Market items are final sale and can’t be returned, exchanged or refunded.
I would like to return an item that I bought with points earned from a Gap Inc. Credit Card / Encore Membership Program. What happens to my points?
If you return merchandise purchased with points, the dollar value will be converted to points and credited to your Encore Membership Program account within the next 1-2 days. If your account is closed, the dollar value of the point(s) allocated to the item(s) returned shall not be refunded or credited. Additional terms and restrictions apply – see return policy or store associates for full policy details.
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 and items purchased in the Encore Market 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.
Can I return items purchased through the Encore Market?
Encore Market items are final sale and can’t be returned, exchanged or refunded.
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 “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,” items sold by third-party sellers, orders placed through external marketplaces (TikTok Shop, DoorDash, etc.), and orders placed on Shopify.
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 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.
I would like to return an item that I bought with points earned from a Gap Inc. Credit Card / Encore Membership Program. What happens to my points?
If you return merchandise purchased with points, the dollar value will be converted to points and credited to your Encore Membership Program account within 1-2 days. If your account is closed, the dollar value of the point(s) allocated to the item(s) returned shall not be refunded or credited. Additional terms and restrictions apply – see return policy or store associates for full policy details.
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 |
Convert the dollar value of the points and credit your account. Please allow approximately 1-2 days for the points to be credited to your account. |
| PayPal, Apple Pay, Klarna and Afterpay |
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. |