Old Navy Return / Refund / Exchange Policies
The Gap family of stores all share similar return policies (The Gap, Old Navy, Banana Republic, Piperlime, Athleta). These policies all relate to online purchases. In store policies have not been posted.
“Returning an Online Purchase
We want you to love what you ordered, but if something isn’t right, let us know. We’ll give you a refund or send you another color, a new size, or an entirely different style.
- Did you order from Gap, Banana Republic, or Old Navy? You can return or exchange items by mail or at the appropriate brand’s store (U.S. locations only) within 45 days of your order date.
- Did you order from Piperlime? You can return or exchange items by mail only within 45 days of your order date.
- Did you order from Athleta? You can return or exchange items by mail or an Athleta store at any time.
- There are no returns or exchanges on final sale merchandise, online or in stores.
- Return & exchange process valid for orders from US Territories, and A.P.O. and F.P.O.
Easy Returns and Exchanges by Mail:
Returns by mail – $6.00
It’s easier than you think. Follow these simple steps to return your purchase by mail:
- Detach the top customer portion of the invoice for your records.
- Circle the item(s) that you’re returning and note the quantity and reason(s) for return on your invoice.
- Pack your return securely, in the original package if possible, and include your completed invoice.
- Print out a pre-paid UPS return shipping label.
- Affix your UPS return shipping label to the packaging. Make sure no other tracking labels are shown.
- Take the package to your nearest UPS drop off location.
When you mail your purchase back to us using the pre-paid UPS shipping label, we’ll deduct a flat fee of $6.00 from your order refund for return postage. If you ordered from Piperlime or are returning Old Navy Women’s Plus merchandise or Banana Republic online-exclusive shoes, you will not be charged for return postage – your return is free. You’ll find a return label that came with your package or you can print a new shipping label here.
Please send all returns to the following address:
Gap Inc. Direct Returns
100 Gap Inc. Direct Gateway
Groveport, OH 43125
Exchanges by mail
Return your purchase using our easy mail return process (within 45 days of your order date). Order your new merchandise at the same time by calling 1-800-GAPSTYLE. You will not be charged the $6 return postage fee, and your new items will be shipped at no cost to you. We’ll bill your credit card for the new merchandise and process your credit for returned merchandise as soon as we receive it.
We cannot offer merchandise exchanges on orders shipped internationally. If you need to exchange an item, please return the item and place a new order for your desired product.
International orders must be returned via FiftyOne and must include a Return Merchandise Authorization form. Please contact Gap Inc. Customer Service to receive this form.
Refunds on international orders include duties, taxes and tariffs when sent with the Return Merchandise Authorization form to FiftyOne. Unfortunately, we cannot refund your original domestic and international shipping charges. Returns sent without the Return Merchandise Authorization form may not be accepted. FiftyOne will credit your account upon receipt of the merchandise at our facility. We cannot process your return in any store location. We cannot offer free returns on international orders.
Frequently Asked Questions:
What’s eligible for return? You can return or exchange any item that’s in its original condition (unwashed and unworn) or defective, unless it was purchased for final sale.
- All swimwear must have the original price tags and hygienic liner intact (with the exception of Athleta styles).
- Unworn Banana Republic sunglasses may be returned within 45 days of the original purchase if accompanied by the original receipt and complimentary case, with tags attached. Defective sunglasses will be accepted for return at anytime.
Can I return any online purchase to a store? No, certain items are not eligible for store returns and must be returned using our easy mail return process. These items are indicated as “Return by Mail Only” on the product page and have a return type of “Mail Only” in your shopping bag and on your invoice.
Also, if you’re returning merchandise to a store that was purchased and exchanged online and you have your online exchange invoice/receipt, we’ll issue you a gift card for the amount of your purchase. If you’d prefer to receive a refund to your credit card, you must return the merchandise by mail.
Can I return Final Sale items online or to a store? No, we do not accept returns or exchanges on final sale merchandise, online or in stores.
What if I used a promotion code to make my purchase? You can exchange the item for the same style in a different size or color. Or, you can apply a credit for the amount you paid towards a new item at its current price. A previously used promotion code cannot be applied to the sale of a different item.
What if I want a refund but I used a gift card? No problem. We make all refunds in the original form of payment. So if you used a Gap, Old Navy, Banana Republic, Piperlime, Athleta or Options gift card to make your purchase, you’ll receive a refund on an Options gift card. Our Options gift cards may be redeemed by any customer and used in-store and online at Athleta, Gap, Old Navy, Banana Republic, in-store at Gap Outlet, and Banana Republic Factory Stores, and online at piperlime.com.
Can I get a price adjustment for an online purchase? Yes, we offer a one-time price adjustment if an item is marked down within fourteen (14) days of your order date. Simply call 1-800-OLDNAVY, or send us an email message at [email protected] within the fourteen (14) day window. We’ll refund you the difference in your original form of payment. For more information, please read our complete online price adjustment policy.
Gift and Gift Card Returns
Did you get a gift that’s the wrong size or color? You can send it back to us and receive a merchandise exchange or an Options gift card for the original price paid, as stated on the gift receipt or invoice. Our Options gift cards may be redeemed by any customer and used in-store and online at Gap, Old Navy, Banana Republic, and Athleta and online at piperlime.com.
Gift Card Returns
Gift cards are redeemable for cash if the value is less than five dollars, except as otherwise required by law. You can return unused gift cards for a refund to the original form of payment with an original sales receipt or online invoice.
Lost or Stolen Gift Cards
Old Navy is not responsible for lost or stolen gift cards. To report a lost or stolen gift card, call 1-800-OLD-NAVY. The original sales receipt or gift receipt is required to replace the remaining balance of a lost or stolen gift card. Gift cards are not redeemable for cash. You can return gift cards for a check refund if you have the original receipt and if they are unused or if the remaining balance is less than five dollars, except as otherwise required by law” – Old Navy web site
Refund / Exchange
Refund or exchange at customer’s option
Original Packaging Required
Probability of Success