Old Navy Return Policy
Last verified: 2026-03-19
oldnavy.gap.com/customerService/info.do
Return Conditions
- Items must be unworn, unwashed, and have original tags attached.
- Shoes must be in original condition.
- Most accessories must be unused and in original packaging.
- Swimwear must have original price tags and hygienic liner intact.
- New sunglasses must be returned within 30 days of delivery date with original receipt, complimentary case, and tags attached.
Refund Methods
- Refunds to the original payment method for returns with a receipt.
- Gift card for gift returns made with a gift receipt.
- Store credit or merchandise certificate for returns without a receipt or after the 30-day window.
- Cash refunds for cash purchases with a receipt in-store.
Exceptions & Restrictions
- Items marked "Mail Only" on the product page or invoice can only be returned by mail.
- Final sale or clearance merchandise cannot be returned or exchanged.
- Worn or washed items are generally not accepted, with the exception of kids' clothing returned due to manufacturing defects.
- No returns or exchanges are permitted for damage caused by misuse, accidents, stains, or changes in size.
- Items purchased through third-party sellers are subject to the seller's return policy.
- Gift cards are generally non-refundable.
- Maternity items can only be returned by mail.
Online / Mail Returns
- Most online orders can be returned either in-store or by mail.
- Free return shipping is offered for online returns.
- Customers can print a prepaid shipping label or get a QR code for mail returns.
- Online returns are generally slower due to shipping and processing times.
In-Store Returns
- Bring the item, your receipt or order email, and the card used for purchase to any Old Navy store.
- In-store returns offer the fastest refund processing.
- Online purchases can be returned at any Old Navy store.
- Associates can often look up purchase history using payment methods or contact information.
- Returns for kids' clothing with quality issues must be made in an Old Navy or Old Navy Outlet store.
Gift Returns
- Gifts returned with a gift receipt will receive a gift card for the purchase amount.
- Gifts returned without a gift receipt will receive a merchandise certificate by mail for the item's current selling price.
- The original buyer does not need to be present for a gift return.
Damaged or Defective Items
- Kids' clothing and shoes with manufacturing defects (e.g., holes, rips, broken zippers/buttons, excessive shrinkage/pilling) can be returned up to 365 days from purchase.
- Original purchase receipt or shipping confirmation email is required for kids' quality issue returns beyond 30 days.
- Defective sunglasses can be returned at any time.
- Items that are damaged can be returned at any time.
Price Adjustments
- A one-time price adjustment is offered if an item is marked down within 14 days of the original purchase date.
- Price adjustments for online purchases must be requested by calling customer service or through online chat, not in-store.
- Price adjustments for in-store purchases require a trip back to the store with the receipt.
- Items purchased with a promotional discount may not be eligible for price adjustments.
- Old Navy does not price match competitors' prices.
- No price adjustments are given on final sale merchandise.
Exchange Policy
- Exchanges are generally free of charge.
- In-store returns are ideal for immediate size or color exchanges.
- Items can be exchanged within the standard 30-day return window if they are unworn, unwashed, and have tags attached.
Additional Notes
- Old Navy may look up purchases using the credit/debit card used, order number, or shipping confirmation email.
- Old Navy tracks returns made without a receipt and may limit such returns.
- In-store returns are often the fastest for refunds and are generally easier for exchanges or items returned close to or just past the 30-day window.
- Kids' clothing and shoes with manufacturing defects, such as holes, rips, broken zippers or buttons, excessive shrinkage, or pilling, have an extended return window of up to 365 days from purchase.
What Redditors Are Saying
Old Navy Return
Omg first customer of the day at 10am is returning an online order to Old Navy, and it’s GAP MERCHANDISE I explain to her we can’t accept this because it’s Gap and she’s in Old Navy, she proceeds to say “I brought Gap merchandise in here before and they’ve refunded me” I’m like sorry that’s not poss
Old Navy’s policy on being sent the wrong order is horrible
I was sent the wrong order and when I called customer service to explain the situation, all they wanted to push on me was a refund. Why give me a refund just to have me reorder it again? Just send me the correct stuff. It’s not my fault for messing up the order and I shouldn’t have to pay twice for
Old navy returns?
I bought a bunch of maternity clothes off old navy and their return policy says they have to be in original package, but like I took them out of the package to look at them first? There are some items that are so not gonna fit me, so will they even accept my return?
Old navy return/charge question!!
I purchased online, was too big so I returned in store. I got my refund on the 7th, awesome perfect! Yesterday I ended up being charged for the item I returned and got refund. I went to the store, they told me to call customer service. I called customer service they told me to call back tomorrow. An