How does in-store and returns through mail works? – Old Navy Return Policy

Old Navy Store

Old Navy is a US apparel and accessories retailing company owned by American multinational corporation Gap. It offers a wide variety of clothes for the entire family in more than 1,000 locations around the US. An even more vast collection in numerous sizes and colors is available online. But, the question is, what if you did not like your purchase or the size isn’t appropriate, can you return it, if yes, how? Let’s find out what Old Navy Return Policy has to offer!

Our Guide

The period for return – 45 days

Any purchase made from Old Navy or other Gap brands such as the Banana Republic can be returned within 45 days from the date of purchase.

Almost all items purchased online can be returned by mail or in-store. Merchandise bought from Old Navy store can’t be returned online and would have to be taken to the store location only (click here to find your nearest store).

You will need the receipt or order confirmation for the smooth processing of the return process.

As per Old Navy return policy, you can return the items without any charges for shipping, handling or restocking fees. The option is available on both in-store and online returns, provided they are made within 45 days, post which it is next to impossible to get a refund.

In case of return by mail, you have to use the prepaid shipping label attached to the product.

Returns by Type of Products

Old Navy Return Policy gives you the option to return within 45 days only if the clothes are unwashed and unworn i.e., they are in their original position.

If the clothes are worn, dirty, or used, the customer service can refuse the return.

The condition dosen’t apply to goods that are received in damaged or defective condition. In this case, you will be given a full refund even if you return after the 45-day return period.

Some product categories can’t be returned at all while others are subject to some terms and conditions. What are these? Have a look below!

Product CategoryReturn Policy
SwimwearTo return swimwear ensure it has the original price tags and the hygienic liner is intact
SunglassesSunglasses would have to be returned within 45 days of purchase along with the complimentary case you were given; the tags should also be attached Defective sunglasses can be returned any time
Final Sale ItemsThese items can’t be returned or exchanged at any given time irrespective of whether bought online or in-store
Items with ‘Mail Only’ tagOnline merchandise with a ‘mail only’ tag on the product page, shopping bag, and shipping confirmation, can’t be returned in-store and would have to be shipped only

How to initiate Old Navy returns?

how to return old navy products

As mentioned earlier, the goods bought online can be returned through mail and in-store; however, store purchases can’t be returned by mail.

Below are some steps to explain how to proceed with both the processes to ensure hassle-free returns.

Returns by visiting your nearest store

The return is free. Just follow the steps below to get rid of your merchandise:

  • Check the eligibility of the item for return in-store. Find a store near you (click here).

Remember: Items bought from Old Navy can only be returned at Old Navy stores and not to other brand stores such as Gap or the Banana Republic and vice versa.

  • Take the item in its original packaging (preferable) along with the receipt to the customer service desk for return.

    In case you don’t have the return receipt, you may take the credit card used for making the payment to track down your transactions.

    If that is not available, you may show your valid ID to get a refund in the form of store credit.
  • The customer service executive would check the merchandise for eligibility and refund the amount in the original form of payment.

Shipping your return through mail

If you want to return your online purchase through mail, you would have to follow the below steps:

  1. Check that the item is eligible for return and create a prepaid UPS or USPS return label (click here to create the label).
  2. Select the return type, i.e., whether it is a standard return (to be refunded in the original form of payment) or a gift (to be refunded in the form of gift card).
  3. Pack the product in the original package (preferable) and attach the return slip generated above. Make sure no other tracking labels are showing.
  4. Ship the product for return. In the case of USPS you can give the items to the mail deliverer, drop it to the nearest post office or schedule a free pick-up at home (click here).
  5. Once the Old Navy has the items, it will send a refund confirmation mail and process your refund in the original form of payment.

Returning a Gift Item

What if someone gifts you a cute Old Navy sweater, but you did not like the color? Simple, reach out to Old Navy and get the item returned or exchanged. Old Navy Return Policy allows you to return your gift items as well!

Note that if you are returning, you will not be getting cash for the return. The gifts would be subject to standard terms such as items purchased online can be returned in-store or by mail, except the ones marked ‘mail only.’ 

If you present the gift receipt (or invoice), you will receive your refund as a gift card in the full amount of the purchase price.

If you wish to send the product by mail, just tick on the gift checkbox on the prepaid shipping label and attach it to the package.

If you don’t have the gift receipt (or invoice), you will receive a merchandise certificate for the amount of the current selling price, and you would be required to show a valid ID.

Merchandise certificates can be redeemed in-store at Gap, Old Navy, Banana Republic or Athleta.

In case you want to exchange a gift by mail, contact the customer service (click here) and order the replacement item. The item would be charged to you with free shipping.

Once the returned item is received by Old Navy, they would credit the amount back to you.

Old Navy Exchange Policy

Old Navy Return Policy offers free exchange policy to its consumers within 45 days of purchase, i.e., you would not have to pay any shipping charges for the exchange.

The eligibility criterion also remains the same for exchanges. You might even be able to exchange without a receipt if the item is in its original condition.

For in-store exchange, the process remains similar to return. Go to the showroom and inform the sales associate that you want to exchange. The difference between the two transactions would be credited or charged to you accordingly.

For exchange by mail, contact the customer service (click here) and order the replacement item. You will be charged for the replacement, and the item would be shipped to you free of cost. In-stock items would be shipped within approximately 24 hours.

In the meanwhile, return the goods as noted above. Once the items are received by Old Navy, they would credit back the amount to you in the original form of payment.

Note that exchanges can’t be processed via email to ensure a smooth exchange.

Credits and Refunds

Old Navy refunds

Refunds include the taxes paid initially on the item you requested a return for. If they issued a refund to your credit card, it might take another ten business days to reflect in your account.

Most refunds are made in the original form of payment.

Let’s assume, to buy a product you paid some amount with a gift card and the rest with a credit card. Now, you want to return it. So, the refund you’ll get will be credited in both the cards in accordance with the proportion you paid initially from each of them.

For instance, if you split a $250 product between a gift card ($50) and a credit card($200), You’d get a refund of $50 in your gift card and $200 in your credit card.

Below is a description of the various method of payment and the refund policy.

Form of PaymentRefund and Credit Policy
Credit CardRefund your purchase amount to the same card
Gift CardRefund your purchase amount to the same gift card or issue a new gift card for that amount
A Promotional Code or DiscountExchange the item for the same style in another size or color. You can’t transfer the discount for an exchange of a different style.
Reward PointsCredit those points (not the dollar amount) to your Rewards account. In case the account is closed, the dollar value of the reward points shall not be credited or refunded

Tracking and Managing Orders

Whether you choose standard delivery or overnight, you can follow your order’s progress online. Click “Orders and returns” to track the order. This link also appears in the top right corner of the website, above the Checkout button.

You can either sign in to your account to see recent order history or look up a single order by entering the order number and your email address.

Track your old navy order

For each order, you can see order details and shipment summary using the tracking number. You may contact the company (click here) to know the status of your package.

In case you want to change your order, contact customer service immediately.

Old Navy’s automated processes fulfill orders very fast; therefore, you have a tiny window to cancel or edit your order.

Canceling a promotional item will make you ineligible to receive the promotion or discount again.

Some Questions

FAQs about Old NAvy return policy

What is the Old Navy Customer Service Number?
You can call Customer Service at 1-800-OLD-NAVY (1-800-653-6289) from 10 AM to 8 PM ET.

What is the customer service number for information on Old Navy Credit Card?
You can call Customer Service at 1-877-222-6868 or 1-866-450-5294 (for Old Navy Visa© Card).

What qualifies as proof of purchase?
It includes the original paper invoice(s) with your order. The credit card used to make the online purchase can also be used as a proof of purchase for returns or exchanges made in stores.

Concluding with an interesting fact

Do you know that OldNavy.com allows you to use up to three coupons for every order that you place? This is a fun fact and a little known secret of their online shopping policies.

Check out our other guides – American Eagle, Asos, IKEA, and Macy’s Return Policy.

While some retailers won’t let you use more than one coupon per order, this one lets you use up to three, but you have to read the fine print very servicefully to find out which combinations are allowed.

We all shop at Old Navy pretty often, knowing return rules before making a purchase is a good shopping habit to have.

If you are still scratching your head at some doubt about Old Navy Return Policy, type-in below and we would love to answer them for you 🙂

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