Last updated: November 10, 2026 · On November 10, 2026 we checked Old Navy’s official “Encore Membership Program Frequently Asked Questions” page on oldnavy.gap.com, including its sections on return windows, mail return fees and points, plus Gap Inc.’s shared “Return Policy FAQ” on gap.com, which includes Old Navy’s own rules. Old Navy’s separate Return Policy FAQ page could not be read by our tools, so a few points (marked below) come from secondary sources. Old Navy can change its policy at any time, so check the live page or ask at the store before you send anything back.
- 30 days for most shoppers. Eligible Old Navy items can be returned for a full refund within 30 days of the purchase date (in store) or the delivery date (online). Encore Premier members get up to 45 days and All-Access Cardmembers up to 60 days, but anything returned after day 30 comes back as merchandise credit.
- Mail returns: Free for Encore members. Nonmembers pay a $6 fee per return package. In-store returns and exchanges of eligible items are free for everyone.
- No receipt: Refunds require proof of purchase: a store receipt, the shipping confirmation email, or the original card you paid with. A gift returned without a gift receipt gets a merchandise certificate at the current selling price.
- Holiday window: Gap Inc.’s FAQ says items bought October 15 through December 24 can be returned through January 15, or 30 days after purchase or delivery, whichever is later.
- Old Navy stores only: Returns can only be made at the brand of purchase, so Old Navy items can’t go back to Gap, Banana Republic or Athleta. Final sale items can’t be returned or exchanged.
The Old Navy return policy changed in 2026. Gap Inc. launched its Encore loyalty program in the U.S. on February 24, 2026, covering Old Navy, Gap, Banana Republic and Athleta, and Navyist Rewards members were moved into it automatically. Encore now decides how long you have to return something and whether you pay for return shipping. The headline rule is still 30 days, but your tier can stretch that to 45 or 60.
Below: a one-table summary, what happens without a receipt, mail vs. in-store returns, the holiday window, the Kid’s Guarantee, exceptions and a step-by-step checklist. Where the official pages are silent, we say so.
| Item or situation | What Old Navy officially says |
|---|---|
| Standard return window | 30 days from the purchase date (store purchases) or delivery date (online purchases) for a full refund |
| Encore Premier members | Up to 45 days from the delivery or purchase date |
| Encore All-Access Cardmembers | Up to 60 days; returns after 30 days are refunded as merchandise credit |
| Mail returns | Free for Encore members; $6 fee per return package for nonmembers |
| In-store returns and exchanges | Free for all customers on eligible items; exchanges are free |
| Proof of purchase | Store receipt, shipping confirmation email (online orders) or the original card used |
| Holiday purchases | Bought Oct. 15 to Dec. 24: returnable through Jan. 15 of the next year, or 30 days, whichever is later |
| Kid’s Guarantee | Girls and Boys clothing and shoes with manufacturing defects: refund up to 1 year from purchase, in an Old Navy or Old Navy Outlet store |
| Not returnable | Final sale items, Encore Market items, masks; altered items can’t be returned |
| Other Gap Inc. brands | Returns can only be made at the brand of purchase |
Based on Old Navy’s Encore Membership Program FAQ on oldnavy.gap.com and Gap Inc.’s Return Policy FAQ on gap.com, checked November 10, 2026. Terms may change without notice.
For most shoppers, the answer is 30 days. Old Navy’s Encore FAQ says eligible merchandise “may be returned within 30 days” of the delivery date for online orders or the purchase date for store purchases, for a full refund. Items should be in their original condition: unwashed and unworn.
Longer windows with Encore
Encore has three tiers, and two of them come with more time:
- Core (free to join): the standard 30 days, plus free mail returns.
- Premier (members who spend over $350 a year): up to 45 days.
- All-Access (automatic for Encore credit cardmembers): up to 60 days.
The catch: returns made after 30 days “will be refunded as merchandise credit” (a Merchandise Return Card), not back to your card.
For standard customers, the official pages promise nothing past 30 days. Secondary sources (The Krazy Coupon Lady, Rather-Be-Shopping) report that some stores may offer store credit at a manager’s discretion. Treat that as a possibility, not a rule.
Refunds “require proof of purchase,” and three kinds count: the store receipt, the shipping confirmation email for online orders, or the original credit card you paid with. Lost the receipt but paid by card? Bring the same card.
With none of those, the official pages don’t spell out the outcome. Secondary sources (The Krazy Coupon Lady, Rather-Be-Shopping) say stores may offer merchandise credit at the current selling price, may ask for photo ID and track frequent no-receipt returns. Confirm at your store.
Returning a gift
Gifts are clearer. Per Gap Inc.’s FAQ, a gift returned with a gift receipt or invoice gets a gift card for the purchase price. Without one, you get a merchandise certificate at the current selling price, which may be lower if the item was marked down.
It depends on whether you’re an Encore member. Old Navy’s Encore FAQ says: “Mail returns are free for Encore Members.” For nonmembers, a $6 fee applies to each return package. Returning eligible items in an Old Navy store is free for everyone.
Encore’s Core tier is free, so the easy way to skip the fee is to sign in (former Navyist accounts carried over) before starting a mail return. Older articles quote $5.95 or $7, or say mail returns are free for everyone; the official figure today is $6 per package for nonmembers.
In-store vs. mail
- Online orders can usually be returned in store, except mail-only items, items from third-party sellers and orders placed through external marketplaces such as TikTok Shop.
- In-store purchases cannot be returned by mail. Take them back to an Old Navy store.
- Marketplace orders must be returned through the marketplace where you bought them.
Gap Inc.’s Return Policy FAQ says items purchased October 15 through December 24 “may be returned through January 15” of the following year, or within 30 days of purchase or delivery, whichever is later. You still need proof of purchase, and items shipped and sold by third-party sellers are excluded from the extended holiday policy.
Some articles list October 24 as the start date; the official FAQ we checked says October 15. Holiday windows can be adjusted each season, so confirm on oldnavy.com.
No. Encore works across all four Gap Inc. brands, but returns “can only be made at the brand of purchase.” Old Navy items go back to Old Navy.
- Final sale items: can’t be returned or exchanged, by mail or in stores.
- Encore Market redemptions: final sale, and redeemed points can’t be refunded.
- Masks: final sale.
- Swimwear: only with the original price tags and hygienic liner intact.
- Sunglasses: new pairs within 30 days of delivery; defective pairs any time.
- Old Navy Beauty Co products: in-store returns only, and opened or used items aren’t accepted.
- Mail-only items: can be returned only by mail.
Damaged or defective items may be returned or exchanged at any time. Secondary sources say prices ending in .97 or .47 often signal final sale; that isn’t on the official pages, so check your receipt.
If Girls or Boys clothing or shoes have a manufacturing defect, Old Navy will “issue a refund up to 1 year from the purchase date.” Conditions:
- Return the item in an Old Navy or Old Navy Outlet store, not online, within 365 days of purchase.
- Bring the original receipt or shipping confirmation email. Without it, the standard return policy applies.
- Kids’ accessories such as sunglasses, jewelry, hair accessories and register-lane items aren’t covered.
It covers quality problems, not normal wear or a child outgrowing a size.
Refunds, exchanges and Encore points
How refunds are paid and how long they take
Most refunds go back to the original payment method, taxes included; split gift card/credit card payments refund the gift card first. Your card issuer “may take up to 10 additional business days” to post it. No official processing time is given for mail returns; GoBankingRates reports about 5 to 10 business days after the warehouse scan, so in store is usually faster.
Exchanges
Exchanges are free and run as a return plus a new purchase. Items bought with a promo code can only be exchanged for the same style in another size or color.
What happens to your points
Return something bought with points and their dollar value is credited back as points. Return something that earned points and those points are removed; if your balance goes negative, you can’t redeem until it’s positive again. Adjustments usually take 1 to 2 days.
- Check the date. Count 30 days from your receipt (store) or delivery date (online), or 45/60 days if you’re Premier or All-Access, and remember that after day 30 you’ll get merchandise credit.
- Check the item. Unwashed, unworn, tags on. Final sale, masks and Encore Market items can’t go back.
- Gather proof of purchase: receipt, shipping confirmation email or the card you paid with.
- Pick a method. In store is free and fastest for refunds. For mail, sign in to your Encore account first so the $6 nonmember fee doesn’t apply, then start the return online.
- Go to Old Navy only. Gap, Banana Republic and Athleta stores won’t take Old Navy items.
- Keep your tracking number and receipt until the refund posts.
- Join Encore for free: the Core tier costs nothing, gives free mail returns, 5 points per $1 and free basic shipping on $50+ orders, according to Old Navy’s Encore FAQ.
- Premier and All-Access perks: longer return windows and free standard shipping on $50+. All-Access is automatic for Encore credit cardmembers; only apply for a card if it fits your budget.
- Military shoppers: see our guide to the Old Navy military discount before you check out.
Frequently asked questions
Most eligible items can be returned within 30 days of purchase or delivery for a full refund. Encore Premier members get up to 45 days and All-Access Cardmembers up to 60 days, with returns after day 30 refunded as merchandise credit.
Possibly, if you can show other proof of purchase. Old Navy accepts the store receipt, the shipping confirmation email or the original card you paid with. Without any of those, secondary sources report that stores may offer merchandise credit at the current price.
Only for Encore members. Nonmembers pay $6 per return package. In-store returns of eligible items are free for everyone, and joining Encore’s Core tier is free.
Generally no. Items should be unwashed and unworn. The exceptions are damaged or defective items, which can be returned any time, and kids’ clothing and shoes with manufacturing defects under the one-year Kid’s Guarantee.
No. Gap Inc.’s policy says returns can only be made at the brand of purchase, so Old Navy items must go back to Old Navy, even though Encore covers all four brands.
Related deals
- Old Navy military discount
- Kohl’s return policy
- Target return policy
- Walmart return policy
- Macy’s return policy
- Costco return policy
- TJ Maxx military discount
Sources: Encore Membership Program Frequently Asked Questions (oldnavy.gap.com) and Return Policy FAQ (gap.com, Gap Inc. brands) (checked November 10, 2026). Secondary sources for points the official pages don’t cover: The Krazy Coupon Lady, Rather-Be-Shopping and GoBankingRates (2025).
CouponVPS is not affiliated with Old Navy or Gap Inc. Old Navy, Gap, Banana Republic, Athleta and Encore are trademarks of Gap Inc. or its affiliates. Return windows, fees and membership benefits are set by Old Navy and may change at any time. Always check oldnavy.com or ask at your store for current terms.
