Returning an Online Purchase
We want you to love what you ordered, but if something isn’t right, let us know. We’ll give you a refund or send you another color, a new size, or an entirely different style.
* Did you order from Gap, Banana Republic, or Old Navy? You can return or exchange items by mail or at the appropriate brand’s store (U.S. locations only) within 45 days of your order date.
* Did you order from Piperlime? You can return or exchange items by mail only within 45 days of your order date.
* Did you order from Athleta? You can return or exchange items by mail only at any time.
* There are no returns or exchanges on final sale merchandise, online or in stores.
* Return & exchange process valid for orders from US Territories, and A.P.O. and F.P.O.
Easy Returns and Exchanges by Mail:
Returns by mail – $6.00
It’s easier than you think. Follow these simple steps to return your purchase by mail:
1. Detach the top customer portion of the invoice for your records.
2. Circle the item(s) that you’re returning and note the quantity and reason(s) for return on your invoice.
3. Pack your return securely, in the original package if possible, and include your completed invoice.
4. Print out a pre-paid UPS return shipping label.
5. Affix your UPS return shipping label to the packaging. Make sure no other tracking labels are shown.
6. Take the package to your nearest UPS drop off location.
When you mail your purchase back to us using the pre-paid UPS shipping label, we’ll deduct a flat fee of $6.00 from your order refund for return postage. If you ordered from Piperlime or are returning Old Navy Women’s Plus clothing, you will not be charged for return postage – your return is free. You’ll find a return label that came with your package or you can print a new shipping label here.
Please send all returns to the following address:
Gap Inc. Direct Returns
100 Gap Inc. Direct Gateway
Groveport, OH 43125
Exchanges by mail
Return your purchase using our easy mail return process (within 45 days of your order date). Order your new merchandise at the same time by calling 1-800-GAPSTYLE. You will not be charged the $6 return postage fee, and your new items will be shipped at no cost to you. We’ll bill your credit card for the new merchandise and process your credit for returned merchandise as soon as we receive it.
We cannot offer merchandise exchanges on orders shipped internationally. If you need to exchange an item, please return the item and place a new order for your desired product.
International orders must be returned via FiftyOne and must include a Return Merchandise Authorization form. Please contact Gap Inc. Customer Service to receive this form.
Refunds on international orders include duties, taxes and tariffs when sent with the Return Merchandise Authorization form to FiftyOne. Unfortunately, we cannot refund your original domestic and international shipping charges. Returns sent without the Return Merchandise Authorization form may not be accepted. FiftyOne will credit your account upon receipt of the merchandise at our facility. We cannot process your return in any store location. We cannot offer free returns on international orders.
Frequently Asked Questions:
What’s eligible for return? You can return or exchange any item that’s in its original condition (unwashed and unworn) or defective, unless it was purchased for final sale, with the exception of Athleta styles which can be returned or exchanged at any time with no questions asked.
* All swimwear must have the original price tags and hygienic liner intact (with the exception of Athleta styles).
* Unworn Banana Republic sunglasses may be returned within 45 days of the original purchase if accompanied by the original receipt and complimentary case, with tags attached. Defective sunglasses will be accepted for return at anytime.
Can I return any online purchase to a store? No, certain items are not eligible for store returns and must be returned using our easy mail return process. These items are indicated as “Return by Mail Only” on the product page and have a return type of “Mail Only” in your shopping bag and on your invoice.
Also, if you’re returning merchandise to a store that was purchased and exchanged online and you have your online exchange invoice/receipt, we’ll issue you a gift card for the amount of your purchase. If you’d prefer to receive a refund to your credit card, you must return the merchandise by mail.
Can I return Final Sale items online or to a store? No, we do not accept returns or exchanges on final sale merchandise, online or in stores.
What if I used a promotion code to make my purchase? You can exchange the item for the same style in a different size or color. Or, you can apply a credit for the amount you paid towards a new item at its current price. A previously used promotion code cannot be applied to the sale of a different item.
What if I want a refund but I used a gift card? No problem. We make all refunds in the original form of payment. So if you used a Gap, Old Navy, Banana Republic, Piperlime, or Options gift card to make your purchase, you’ll receive a refund on an Options gift card. Our Options gift cards may be redeemed by any customer and used in-store and online at Gap, Old Navy, Banana Republic, in-store at Gap Outlet, and Banana Republic Factory Stores, and online at piperlime.com and athleta.com.
Can I get a price adjustment for an online purchase? Yes, we offer a one-time price adjustment if an item is marked down within fourteen (14) days of your order date. Simply call 1-800-GAPSTYLE, or send us an email message at firstname.lastname@example.org within the fourteen (14) day window. We’ll refund you the difference in your original form of payment. For more information, please read our complete online price adjustment policy.
Gift and Gift Card Returns
Did you get a gift that’s the wrong size or color? You can send it back to us and receive a merchandise exchange or an Options gift card for the original price paid, as stated on the gift receipt or invoice. Our Options gift cards may be redeemed by any customer and used in-store and online at Gap, Old Navy, Banana Republic and Athleta location and online at piperlime.com.
Gift Card Returns
Gift cards are redeemable for cash if the value is less than five dollars, except as otherwise required by law. You can return unused gift cards for a refund to the original form of payment with an original sales receipt or online invoice.
Lost or Stolen Gift Cards
Gap is not responsible for lost or stolen gift cards. To report a lost or stolen gift card, call 1-800-GAPSTYLE. The original sales receipt or gift receipt is required to replace the remaining balance of a lost or stolen gift card. Gift cards are not redeemable for cash. You can return gift cards for a check refund if you have the original receipt and if they are unused or if the remaining balance is less than five dollars, except as otherwise required by law.
Changes and Cancellations
If you’d like to cancel or change your order, please call 1-800-GAPSTYLE as soon as possible. We’ll do everything we can to accommodate your request. But please bear in mind that our order-fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change or cancel an order once it has entered the shipping process.
Please note: If you cancel an item that qualified you for a promotion or special deal, you may no longer receive that discount or promotion.
For more information visit Gap.com
Dont miss the deadline
I returned two items that I had purchased a few days past the 45 day return time. They sent the items back to me and refused the return. While I understand that it is my fault that I missed the deadline it was literal a few days not 6 months. I am also an Old Navy card holder and a very good customer. I emailed them to see if they would reconsider and was told that they had processed late returns on my account before so they wouldn't this time. When I looked at my account back to May 2014, I had one return that was actually an exchange that was made at the store the day I received the merchandise. Other than that I had NO returns to either ON or Gap from May 2014 to current. It would be nice if they would be just be honest and say "hey you were late, sorry" rather than make up some fabricated story about processing late returns in the past. I will most likely be canceling my credit card with them and take my business elsewhere. I love H&M more anyways!
Easy, free returns
I ordered some Gap clothes from their online store and unfortunately received a wrong item! I contacted their returns department through their online form and they promptly set me up with free shipping back and took the product back, no questions asked. They didn't make me try to exchange it first or take store credit, either. My card which I used to make the purchase was credited quickly once the product was received at their warehouse, perhaps five days after I shipped the package. The only way it could've been easier was if they took the package to the Home Depot shipping department for me, but since I have one on the way home from work, it took less than five minutes out of my day to get the whole thing taken care of. Overall it was quick, easy, and painless!