Old Navy Reviews & Complaints

Old Navy sells clothing, activewear, shoes and accessories for adults, children and babies through stores, OldNavy.com and its app. It is a Gap Inc. brand. Use this page to describe an Old Navy shopping experience, whether positive, neutral or negative. ZeroStars accepts ratings from −5 through +5, including 0.

Say whether you bought in a store, online, through an in-store pickup order or through an outside marketplace. Include an approximate purchase and delivery date, the item and size, order or promotion terms, and how customer service addressed the issue. For a return, identify the seller shown on the order, whether the item was final sale, whether you have proof of purchase, and whether you received the original payment, merchandise credit or another outcome. Do not publish a full order number, card number, address or other sensitive information.

Old Navy offers chat and telephone customer service for order status, missing items, exchanges and other shopping questions. Review your confirmation email and online order status before contacting support; keep the shipment tracking details and photos of a wrong or damaged item. Contact customer service promptly for a missing delivery or an order change. The ability to change or cancel an order depends on its processing stage, so do not assume it can be stopped after checkout.

Shipping options, charges and delivery estimates depend on the destination, membership, order contents and checkout selection. Old Navy currently advertises free standard shipping on qualifying $50 or greater orders for signed-in Encore members; exclusions and other service levels have their own terms. Items sold and shipped by a third-party seller may have different fulfillment and return rules. If one combined Gap Inc. bag contains more than one brand, check each item and seller separately.

Old Navy’s standard return or exchange window is 30 days from delivery for online purchases and 30 days from purchase for store purchases. Eligible online orders can generally use a prepaid return label or available drop-off option, or be returned to an Old Navy store with proof of purchase. Store purchases must be returned in a store. Merchandise should be unworn and unwashed. Final-sale items cannot be returned or exchanged; clearance merchandise is not automatically final sale, so check its exact label. Product-specific restrictions, including “mail only” designations and swimwear requirements, also apply.

Some Encore members have longer windows for eligible, linked purchases: Premier members may have up to 45 days and All-Access cardmembers up to 60 days, subject to the program’s conditions. A return after the usual 30 days under these benefits receives a Merchandise Return Card rather than a refund to the original payment method. A return without a receipt may require Old Navy to locate the transaction through the membership phone number or original payment card; contact a store for the available outcome if it cannot be located. Old Navy items cannot be returned at Gap, Banana Republic or Athleta stores, even though the brands share a parent company.

Distinguish Old Navy merchandise from items sold and shipped by a third-party seller on the site. Partnered-seller items may be returnable only by mail through the specified process and are not eligible for a regular in-store return. Purchases placed through an external marketplace such as TikTok Shop or DoorDash must be returned through that marketplace under its rules and deadlines. Keep the seller name and original order channel in your review.

For eligible returns, Old Navy generally refunds the original form of payment. A gift-card purchase may be refunded to a new gift card, and returns of purchases made with Encore points are handled under the program’s point-credit rules. Card issuers may take additional business days to post a credit after Old Navy processes it. An exchange may be recorded as a return followed by a new purchase, so check both transactions. Gift returns and mixed-payment purchases can have different credit methods.

Buy online, pick up in store is available for eligible items and locations. Wait for the ready-for-pickup email, then bring the requested confirmation and identification. Old Navy says it holds a pickup order for up to five days after the ready notice; an uncollected order may be canceled. The 30-day return window for pickup items starts when the order is ready for pickup. Store inventory, eligible items and pickup instructions vary.

Gap Inc. launched Encore in 2026 as a membership program across Old Navy, Gap, Banana Republic and Athleta. Check your account for points, benefits and any qualifying return extension. Old Navy’s Super Cash has its own earn and redemption periods, exclusions and minimums; since June 2026 it has also been available to customers without Encore membership. Review the offer details rather than assuming that two promotions combine. Old Navy Encore credit-card and Mastercard account issues have dedicated numbers below; card billing and lost-card concerns belong with the card issuer.

Old Navy is part of Gap Inc., which also operates Gap, Banana Republic and Athleta. Shared ownership does not mean an item may be returned to another brand’s store. For separate shoppers’ experiences, see Kohl’s, Target, Burlington and Ross Dress for Less. Browse the Retail Stores & Shopping category for more reviews. These retailers are separate from Old Navy.

Official sources checked September 28, 2026. Return, reward, shipping and promotion terms can change; confirm the rules applying to your item, seller, location and purchase date.

• Old Navy returns and exchanges and Gap Inc. return policy FAQ
• Ordering, shipping and pickup and contact options
• Encore membership FAQ and Super Cash terms
• Gap Inc. Old Navy brand profile

Typically 30 days from delivery for an online purchase or from the transaction date for a store purchase. Qualifying Encore Premier and All-Access members may have longer windows that provide a Merchandise Return Card after day 30.

Generally yes for eligible Old Navy merchandise with proof of purchase. Items marked mail only, third-party seller items and certain external-marketplace purchases have different routes. Returns for other Gap Inc. brands must go to their own brands.

Some are, but a discount alone does not determine return eligibility. Check the item’s final-sale designation and any product restrictions before purchasing.

Old Navy may locate an in-store transaction using your Encore membership phone number or the payment card used. The outcome depends on whether proof can be located and the applicable policy; ask the store before assuming a cash or original-payment refund.

Old Navy says up to five days from the ready-for-pickup email. Check that email for the store’s instructions and contact the store promptly if you cannot collect it.

Review the seller and channel on your order. Site partner-seller items may require a mail return; external-marketplace orders must follow that marketplace’s return process and policy.

Old Navy and Gap are distinct retail brands under Gap Inc. They have shared corporate ownership but separate store-return counters and shopping experiences.