old-navy

Old Navy Returns

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How to Return or Exchange an Item at Old Navy

Old Navy is a retail store offering hip and eclectic clothing and accessory choices for affordable prices. Old Navy operates both online and offline. The retail store is owned by Gap, so all return policies are extreme comparable to those associated with Gap store and online returns.

Returning an Item

Returning items bought online: As long as you have the receipt for your online purchase (packing slip) you can return the item within 45 days of purchase. The merchandise must not have been worn or washed, or the return will be denied. Repack the item in a new box or the original box and circle the item(S) you are returning on the packing slip. Place everything in the box and tape shut. You’ll need to visit the Old Navy Returns page at http://oldnavy.gap.com/customerService/info.do?cid=3325 to print the postage paid label. Attach the label to the box and send off to the Gap Returns department. Your refund will be docked $6 for the return shipping.

Returning items to an Old Navy store: Store purchase returns must have been originally purchased in an Old Navy store. If the item was pulled from a Final Sale rack, you will not be allowed to return the merchandise for any reason. Take your receipt and the item being returned to the store and the customer service representative will process the return.

Old Navy Returns Address

Gap Inc. Direct Returns
100 Gap Inc. Direct Returns
Groveport, OH 43125

If you don’t have your receipt, but all tags are attached to the merchandise, you may be able to return the item without a receipt for store credit.

Official Old Navy Return Policy

Old Navy clearly states that Final Sale purchases are final – no returns allowed. Customers have 45 days to return items purchased in store and online. If a customer chooses to order merchandise to replace the items being returned from an online shipment, they can call 1-800-OLDNAVY and the customer service representative will waive the shipping cost on the replacement order and the return shipping cost for the returned shipment. You will be charged for the new items before the refund for the old items is processed and credited back to your card.

Were They Helpful?

Call 1-800-OLDNAVY or 1-800-653-6289to contact customer service. The automated system requires the customer to speak selections and is extremely sensitive. It kept hiccupping and restarting the entire time we were waiting for a customer service representative. Finally, after three minutes trying to make it through the calling system, we reached an agent. The agent simply told us the same information that was listed on the website, but they did offer to note the account that we had returned an item from an online order. (We had the same problem with the phone system when we called Gap customer service and Gap owns Old Navy.

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51 Comments on “Old Navy Returns
  1. I have returns to make and your directions say that I must go to a certain page to generate a return shipping label….has anyone told you THAT PAGE DOES NOT EXIST???

  2. I ordered from 5 different sites on Black Friday and your package was the last to arrive – a full 8 days after the last package and 14 days after the first!

    I ordered the same dress in brown and black and was shipped two black dresses. Now that I am online trying to process my return, your returns site is down.

    It seems you can not handle the increased traffic this season brings. So – I’ll be sure to stop shopping at Old Navy during the holidays.

  3. This site does not work. How can I obtain a return lable? Two of the items I ordered on-line I need return back but need a lable from you. Please contact me back asap so that I can return the item within the time period.

    -Heather George
    206.320.0333

    • Items did not come with a return label and the site you say to go to does not exist. PLEASE help me I order often enough on line from you and this is the first time I have to return anything!

  4. The link to print the return label is broken. This is so unhelpful. Do I have to pay for postage now?! I wasn’t sent a return label in my package. HELP!

  5. I need to send some things back to return and also some to exchange.
    I am not sure where the postage sticker is to send them back to you.
    Should it have been in the packages???????
    Please let me know asap…..I would like to get this taken care of.
    Thank you

  6. So i think your return policy is terrible and needs to be re-assessed. I am infamous for not being able to hold onto things of importance. I dont try to loose my reciepts but really in the end what does it matter? If it was made by your company and has your lable on it, you should gladly retunrn it, happy to have your own quality product back. why would it matter if i bought it a year ago and never wore it, but also never managed to make it back to the store to return it within the 45 day limit. And why does it matter if i have a little piece of paper that is so easily lost stating that i have purchased your item! its in my possion and i have aquired it one way or another and i dont want it so i am giving it back to you. How could you turn someone down when all they are trying to do is provide you with your own perfectly sellable item but because my reciept has managed to dissapear or is no longer elegible the item is therefore, not worthy anymore. Makes no sense. Basically we as customers are buying the piece of paper and not the item that you as a company claim to be quality.

    So i understand that maybe this is done to prevent theft and i guess it kind of makes sense to require that piece of paper for a return, but if you think about it you will realize that this will not deture anyone who wants your so called quality product, except that without the reciept it is completely wothless to you, the company. So here’s a thought; a customer brings up an item to be returned and they do not have the reciepts, you then suspect that they had stolen this product and deffinitly wont return it for them. What good does that do for anyone? Even if this individule has stolen the item, by you not allowing them to return it, is not going to get your stolen item back. If you are unable to prove it is stolen, that individule is going to just walk themselves and your once quality item, but now its ended up totally worthless to you and the individule. If you just returned the item you wouldnt end up loosing anything you hadnt already lost (if it was stolen) once the item is re-sold in your store. All you really did was help out someone who felt it necessary to risk their freedom for some moeny. You got your item back and that individule will either go on with their lives hopefully in an honest and moral manner, but even if not, and they do return to steal yet another ‘quality product’ you will have a better chance to prove this persons guilt, without a doubt, and in the end get paid back from your insurance company, along with the re-sale.

    Take pride in your items and really its a win win situation for everyone.
    Thank you for your time. I hope you will reconsider your policy, and try to make it more accomidating to your customers.

  7. When trying to go to your returns page, I get the following message: Error: Template definition is null. What should I do?

  8. I purchased a pair of jeans last month around Dec 22nd,2011, and have worn them five times. A whole in the jeans has already appeared under basic wear and tear and i was wondering if there is a way to get them replaced.

  9. I bought a jacket for daughter ($11.58). I ordered in size medium but they sent me size XS. I returned it in store and got back only $5.99. I will stop shopping online at Old Navy.

  10. I also can not get a needed return label and I am willing to send it back but I want the credit to be done upon receipt of your merchandize. Nothing wrong, just too big. I have already done the exchange and with me your batting a thousand, but I am, after reading some of the comments worried about a fare exchange.

  11. The pg for return shipping labels is not pulling up. I need this by Easter and item is too big. Other is wrong color. I am concerned w how long it took to get here the first time! I believe you guys are going to loose a lot of customers if you don’t change this! Very frustrated cutomer!

  12. I received a sweater for my birthday, in March, as a gift. It was too large, and I wanted to exchange it for something else in the store. The clerk said she could only give me a $2.00 allowance for it. I wandered around the store a bit, and decided, I am NOT going to spend money to make a return. I asked the clerk for the sweater back: I would rather donate it to someone, rather, than return it for that $2.00 amount. I will not shop Old Navy. Think about it. I will be telling lots of people.

  13. I have ordered several times online from Old Navy, always have to send at least one thing back, and never had trouble; until now. Apparently, my return label was missing, I could see where it was torn off. I went to the website as suggested…never saw a printable return label. Returning to the store is not an option, as I ordered plus size merchandise and you cannot return these to the store. I certainly don’t feel like paying shipping again to return these tops that are horrible. I will call their customer number and see if I can get help. Becky. Lafayette, La

  14. Trying to get a return label is a huge hassle! This is so ridiculous I may not order from any Gap companies again! I should receive one with my order. If I am made to print one shouldn’t this be an easy process?!

  15. Unable to access the the site for free return label!!!! I will pay for the return myself and EXPECT to be reimbursed for the expense!!

  16. I am returning an item that does not fit> I was instructed to go to a web page to download and print a return label. This form does not exist.I have tried several times, each time it tell me that this site is NULL. So will you refund the postage to me along with the credit card refund?
    Thanks, Mary

  17. I too have no return label and there is no place where one
    can find to print one out as suggested in your return page.
    What kind of promise is that?? I’m hardly 100% happy, to have to pay for the return of parts of the order..
    I’m a long time customer and am really disappointed by you folks..And not the only one.. Get with it…

  18. No return label included in package. Unable to download return label from ON/GAP Returns website. Will my credit card be credited for the cost of my returns?

  19. This page contains lots of negative reviews, with the same problems (no return label issued with merchandise, difficulty generating return label online) going back over 6 months.

    Do you even bother to read your own reviews? Does it normally take 6 months (or more) to resolve a website issue? Do I want to continue buying from a company that apparently isn’t interested or even listening to customer feedback?

  20. I need to get a return address label but the site says it’s null. Please send me a corrected link or email me a label that I can print so I can return the item.

    Thank you,
    Kim Streich

  21. Your link for a return label does not work and people have been telling you this on your website for a year. This says to me that you are not concerned about customer service. I sat on hold for as long as I was able and then tried your site. I will think twice now about ordering if returning is so difficult

  22. I need a return label emailed to me also. This is the last time that I will be ordering from Old Navy as you obviously do not care about customer service since customers have been having the same issue regarding the link to the return label for the last eight months and you have still not bothered to rectify the situation.

  23. I also have trouble getting your receipt to print on line it states the site is null. I don’t know what kind of business you are running. I had my own store for over 10 years and pleasing your customers is a number one priority no matter the circumstance. You seem to think with so many complaints you rectified the situation by now dated Sept.2013

  24. Could not get free return, as other reviewers have stated, the website DOES NOT exist. Is anyone at Old Navy actually reading these reviews or even cares?

  25. I have searched the Old Navy site several times with hopes of printing a RETURN LABEL but have yet to print one. Your system of returning items with printing a label from the computer is HORRIBLE! There has got to be a much better way!

  26. I could not get to the site to print a return label, nor did my package include one. Obviously, from reading other peoples comments, they could not either. Old Navy should remove that site if they do not provide return labels. I will be more careful in the future when ordering from Old Navy.

  27. This is a poor way of doing business, not able to get a return label from website, and of course there isn’t one that is ever shipped with the merchandise.

  28. Your website for printing a return label does not work. Please email me a return label asap so I can exchange in time for Christmas. These items are too big for my granddaughter and I just want to exchange for a smaller size. However, since your return policy is (printing a return label) bogus I just want to return for a refund. I’ll think twice before I order online from Old Navy again.

  29. One week ago I mailed my return back. Luckily I was able to get a return label printed from the website it provided me. I’m sorry to all of you who werent able to. I am a little frusterated that it’s now been a week and I haven’t gotten any response as to if they received my package. I am hoping I don’t have the same issue everyone else with getting a fare compensation.

  30. Had a great experience with customer service. Just give give them a call and let them resolve all your problems. Jenna was my rep and she was helpful and pleasant.

  31. The very first time that I have made a purchase and the package has no return label. I followed your instructions and still have no return label. Aggravated.

  32. Null is a strong word for Forget about it , does not matter,nevermind,non-existant,which is what your return lable link might as well said. Will I shop again on online at your store? answer:NULL

  33. I received some lounging pants for Christmas & they were too large. Stopped by my local Old Navy to EXCHANGE them with a duplicate item but smaller. The sales clerk said since I did not have the receipt, even though tags were attached she could not exchange. She said it was Old Navy’s policy. Think I’ll keep shopping at Kohl’s they have a great return policy. Gave the pants to my husband although pink is not his color !!!

  34. The return label for free shipping never works. This is the single most ridiculous company for returns. I will never order online again because of this issue.

  35. I see it hasn’t got any better then. 3 times I’ve tried to download a return label. it just disappeared, where did it go? I would never have ordered if I knew it was going to be this bad.

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