What You Need To Know About Old Navy’s Return Policy

Old Navy is a household name with hundreds of stores across the U.S. and a strong online presence. But what happens if something doesn’t work out? Whether you ordered the wrong size, changed your mind, or received a defective item, understanding Old Navy’s return policy can save you time and hassle.

This article answers all these questions in detail. We also looked into Old Navy reviews to find out if customers have issues when returning items to the company.

Key Insights:

• Old Navy was founded in 1994 as a more affordable division of Gap Inc., aiming to offer stylish, value-driven clothing for the whole family. 
• Data shows that 27% of fashion store customers in the United States use Old Navy. 
• According to the PissedConsumer website, 16% of Old Navy complaints are about returns and 12% are about refunds.

What Is Old Navy’s Return Policy

The Old Navy return policy allows customers 30 days to return or exchange items. The 30-day return window starts on the delivery date for online purchases and the purchase date for in-store purchases. To be eligible for returns and exchanges, items should be in their original condition: unworn and unwashed. 

Items that are damaged or defective can be returned or exchanged at any time. Items returned after 30 days may be eligible for merchandise credit only.

Despite the clearly stipulated terms and conditions, online reviews indicate consumer issues when returning items to Old Navy.

For example, in one review, the customer explained the difficulties they encountered when trying to return a bra that was a little snug. Despite being eligible and initiating the return within the allowed period, Old Navy did not issue them a refund.

It was particularly frustrating that Old Navy customer service was unhelpful when the customer sought assistance.

…I have been calling them since and still have not been refunded. Each time I get the same script and a new rep telling me they are submitting an investigation…

However, they were able to resolve their issue after posting their complaint in a review on PissedConsumer.com.

What Are Exceptions to Old Navy’s Return Policy 

The following items are not eligible for returns or exchanges as per the Old Navy return policy:

• Items that are not in their original condition, either worn or washed
• Final sale items
• Masks

Items marked as “mail only” on the product page or invoice can only be returned by mail, and specific limitations may apply. 

Source: oldnavy.com

For example, swimwear must have original price tags and the hygienic liner intact when being returned. New sunglasses should be returned with the tags attached and accompanied by the original receipt.

Old Navy Extended Holiday Returns Policy

The Old Navy holiday return policy allows for items purchased between October 15 and December 24 to be returned through January 15 the following year. Alternatively, they can be returned up to 30 days from the delivery date for online purchases or the date of purchase in store purchases, whichever is later. However, items sold and shipped by third-party sellers are excluded from the Old Navy extended holiday return policy.

Old Navy Kid’s Guarantee

Kid’s Guarantee allows returns on most kids' clothing and shoes within a year for manufacturing defects like holes, broken zippers, or excessive shrinkage. It excludes accessories and damage from misuse or accidents. Returns must be made in-store with the original receipt or shipping confirmation, and refunds go to the original payment method.

How to Return Items at Old Navy

Old Navy allows items to be returned online or in-store, depending on where they were bought and if any specifications or limitations are indicated. Below is a look at how to return items in-store or online.

In-store returns

You can return items bought in-store or online (except for those marked as return by “mail only”) to an Old Navy store near you. But you cannot return or exchange items bought at a Gap store or on Gap.com (or other affiliated companies) to an Old Navy store.

Here are the steps for returning items in-store:

1. Use the store locator feature on the Old Navy website to find a store near you.
2. Bring the item in its original condition to the store.
3. Bring along proof of purchase, e.g., a receipt, rewards phone number, or the credit card used for purchase.
4. An Old Navy customer associate will process your return and issue a refund.

Online returns 

According to the Old Navy online return policy, you can return items bought online by mail. However, items bought in-store cannot be returned by mail. 

To proceed with Old Navy online returns, you should go to the online returns page, provide your order number and zip code to initiate your return request, and choose your preferred return method:

• Home pick-up: No packaging or printing needed, but an extra fee applies. You'll get a QR code and must schedule a pick-up. Show the QR code to the driver when they arrive.
• Happy Returns drop-off: No packaging or labels needed. Bring your items and QR code to a nearby Happy Returns Bar.
• Return by mail: Use the free prepaid label provided. Pack your items, attach the label, and drop off at a UPS location.

Returns without a receipt

There is no Old Navy return policy without a receipt. Generally, proof of purchase is required when returning items. Otherwise, a refund may be declined. The proof of purchase can either be a store receipt or the original credit card used for the in-store purchase. On the other hand, for online purchases, you can produce a shipping confirmation email. 

Refunds are generally issued to your original payment method. However, if you used a promotional or discount code, you can only exchange the item for the same style in another size or color. You cannot exchange for a different style; otherwise, the discount won’t be transferred.

How Easy Is It to Return Items to Old Navy?

You can return items to Old Navy either online or in-store. If returning online, you can opt for a home pick-up, drop off to a Happy returns location near you, or return by mail. You have 30 days to return most items from the date of purchase or delivery. 

That said, Old Navy customers report issues when returning items. They particularly complain about not being issued a refund even when they are eligible. Also, the Old Navy customer support is sometimes not helpful when customers reach out to resolve the issue.

What has been your experience returning items to Old Navy? Write a review on PissedConsumer.com to help other customers make smart buying decisions.