Old Navy Return Policy, Explained
Old Navy takes back unworn, unwashed items within 30 days, longer for some Encore members, with free mail returns for members and a $6 fee for others.
By Olivia HarperContributing writer. Policy checked .
On this page
Store policies change. This is a summary in our own words of Old Navy's Return Policy FAQ, read on October 27, 2026. The official page is the one that applies; check it, or ask a store associate, before you return anything.
How long you have
Most returns and exchanges must happen within 30 days. For online orders the clock starts on the delivery date; for store purchases it starts on the purchase date. Some members of Old Navy's Encore program get longer, but late returns come back as store credit:
| Shopper | Return window | What you get after day 30 |
|---|---|---|
| Everyone | 30 days | Not applicable |
| Encore Premier members | 45 days | Merchandise Return Card |
| Encore All-Access Cardmembers | 60 days | Merchandise Return Card |
The longer windows only apply if you were signed in online, or gave your phone number at the register, when you bought the item.
Holiday purchases
Old Navy says items bought online or in stores between October 15 and December 24 can be returned through January 15 of the following year, or within the normal 30 days if that is later. Proof of purchase is required, and items shipped and sold by third-party sellers follow the seller's own policy instead.
What can come back
Items must be in original condition: unworn and unwashed. Old Navy will not accept items that are not. Damaged or defective items can be returned or exchanged at any time.
These cannot be returned or exchanged, by mail or in a store:
- Items marked Final Sale.
- Items bought in the Encore Market.
Items marked mail only, swimwear, sunglasses, masks and maternity have extra limits; the FAQ lists them under Product Eligibility, so check there before you buy or return them.
In store or by mail
| Question | Old Navy's answer |
|---|---|
| Can online orders go back to a store? | Yes, except items marked return by mail only, third-party seller items, external marketplace orders and orders placed on Shopify |
| Can store purchases be mailed back? | No |
| Can Old Navy items go back to a Gap, Banana Republic or Athleta store? | No, only to the brand you bought from |
| Return shipping fee | Free for Encore members, $6 for nonmembers |
| Exchanges | Free |
Orders from external marketplaces such as TikTok Shop or DoorDash must be returned through that marketplace, under its own rules.
How you get your money back
Refunds need proof of purchase: the shipping confirmation email for online orders, the store receipt, or the original credit card you paid with. Most refunds go back to the original form of payment. An exchange is handled as a return followed by a new purchase.
Gifts work differently. With a gift receipt or invoice you get a gift card for the purchase price. Without one, you get a merchandise certificate for the current selling price, which may be lower.
If you paid with Encore points, the dollar value goes back to your Encore account as points within 1 to 2 days. If your account has been closed, those points are not refunded.
Need help
Old Navy lists chat and phone support daily from 7 am to 1 am ET, at 800-653-6289 from inside the U.S.
Sources
Return Policy FAQ, Old Navy. Policy checked October 27, 2026.