Customer Service

Returning or exchanging items bought online

To ship your Return Items:

  • 1. Identify items and begin the return process

  • 2. Prepare your package

    • a) Pack your return securely, and include your packing slip (generated via the interactive returns process). Use original packaging if possible.
    • b) Seal package securely.
    • c) Affix your chosen carrier return shipping label to the packaging. Make sure no other tracking labels are shown.

To create a mailing label for a return:

  • Take your package to a drop off location based the self-selected prepaid return label. If you chose to opt out of creating a pre-paid label through the interactive returns process, please address your package to the address below and return via UPS or Canada Post:

    To create a prepaid return shipping label, interactive returns process. If you prefer, you can send your returned item, postage prepaid, to one of the addresses below and return via UPS or Canada Post

  • UPS Canada Post
    Returns Department
    Gap Canada Inc. Online Returns
    1 Gap Ave.
    Toronto, ON M3J8Z9    		 Gap Inc. Direct
    Gateway Direct
    4567 Dixie Rd
    Mississauga, ON M0R8E0

    Be sure to include your packing slip (generated via the interactive returns process). It's also a good idea to write down your delivery tracking number for future reference.

Easy Exchanges

Return merchandise using our easy mail return process, and order your new merchandise at the same time by calling 1-800-427-7895 anytime. The exchanged item will be shipped at no charge for standard shipping and handling. We will bill your credit card for the new merchandise and process your credit for returned merchandise as soon as we receive it.

Return and exchange policies at a glance

Here's a quick overview of how our four brands handle returns and exchanges.

For step-by-step instructions on how to return or exchange an item, please see Online Returns.
What items are eligible to be returned or exchanged? Items are in their original condition: unwashed and unworn. Items not in this condition will not be accepted. Give-it-a-Workout Guarantee. Work it out. If it doesn't perform, return it within 30 days of the delivery date.
Items which are damaged or defective may be returned at any time.
Final sale items cannot be returned or exchanged.
How much is the return shipping fee for online purchases? Returns are free.
Is the shipping fee charged for exchanges? Exchanges are free.
How long do I have to return or exchange an item I bought online? Within 30 days of delivery date by mail or to a store (1). To receive a refund for items returned by mail, items must be sent to our facility within 30 days of delivery date.
How can I receive a refund for my order?

Refunds require proof of purchase: the shipping confirmation email or the original credit card used for the purchase.

Online: Please include the packing slip generated by the interactive online returns process.

In Store: Refunds require a proof of purchase (shipping confirmation email, order number, or credit card used to pay for the original order).
I received an item as a gift. How can I receive a refund? Gifts returned with gift receipt (invoice) will receive a gift card in the amount of the purchase price. Gifts returned without gift receipt (invoice) will receive a merchandise certificate by mail in the amount of the current selling price.
Can online items be returned in a store? Yes
Can store items be returned online? No
Are there limitations on returning specific merchandise? Swimwear 1 None Swimwear & Sunglasses 1,2
Final sale items cannot be returned or exchanged.
Back to School Uniform Guarantee – Extended Return Policy We’ll issue a refund up to 1 year from the purchase date if you are unsatisfied with the quality of Women’s, Men’s, Girls, and Boys uniform styles purchased online and in stores in the U.S., Puerto Rico, or Canada, at Old Navy and Old Navy Outlet store, or online. Returns for quality issues can only be made in Old Navy or Old Navy Outlet stores (not online) and must occur within 365 days of original purchase date. Original purchase receipt or shipping confirmation email required for refund of price paid back to the original form of payment. Returns without receipt are subject to Old Navy’s standard return policy.
Extended holiday returns policy Items purchased online or in stores between Oct 15 and Dec 24, may be returned through Jan 15 the following year, or 30 days from delivery date (online purchases) or date-of-purchase (in store purchases), whichever is later. Proof of purchase is required. Items shipped and sold by third-party sellers are excluded from the extended holiday return policy. Please see third party seller return policy.
Notes
  • 1 Items marked "mail only" on the product page, your shopping bag, and the invoice can be returned only by mail.
  • 2 Swimwear must have the original price tags and hygienic liner intact.
  • 3 New sunglasses may be returned within 30 days of the delivery date if accompanied by the original receipt and complimentary case, with tags attached. Defective sunglasses can be returned at any time.