Customer Service

Returning or Exchanging Items

We hope you love your purchase but if you don't, we're happy to process a new order or issue you a refund. Returns and exchanges are free when you use a prepaid return shipping label (online purchase only), or when you return in store. To return or exchange, items must be returned within 30 days from delivery date. Full details of all our return policies can be found on our Return Policy FAQ page.

Returning or exchanging a gift?

To Return Items by Mail

  1. Identify items and create mailing label

    To begin your return, use our interactive returns process to create and print a prepaid UPS label.

  2. Prepare your package

    1. Pack your return securely, in the original package if possible, and include your packing slip (generated via the interactive returns process).

    2. Affix your shipping label to the package, making sure no other tracking labels are showing.

  3. Ship it

    When your package is ready, drop it off at your nearest UPS or Canada Post location.

    What happens next?

    We refund the cost of the returned merchandise as soon as it is processed. You'll receive an email to confirm once the return has been completed. Refunds are in the form of original payment, such as the credit card used for the order. If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account.

    NOTE: We do not accept C.O.D. deliveries. If you choose not to use our prepaid shipping label, shipment is at your expense. Also, we don't refund original shipping and handling charges

To Exchange Items by Mail

  1. Contact Us to order a replacement item. This ensures you get the item you want, as well as credit for any discounts used. (Need to find the right item first?Start browsing.)

  2. Return the item using the directions in "To return items by mail," above.

    What happens next?

    We bill your credit card for your replacement item and ship it for free.

    As soon as we process your returned item, we refund the purchase amount to the original method of payment, such as the credit card used. If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account.

To Return or Exchange Items in a Store

You can return merchandise purchased online to your local Gap Factory Canada store.

NOTE: For items marked "Mail only", merchandise must be returned by mail. Check your shipping confirmation email first.

Do the following:

  1. Find a store near you.

  2. Bring the item in the package it was delivered in and either your shipping confirmation email (printed or on mobile device) OR the original credit card used for purchase to the store.

  3. Tell a sales associate that you want to return the item.

If this is a gift return, be sure to tell the sales associate. For more information, see "Returning or exchanging a gift."

If you have any additional questions about store return policies please feel free to contact us, or get in touch with your local store directly.

What happens next?

We refund your purchase amount to the original method of payment, such as the credit card used for the order. If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account.

To Return or Exchange Items Purchased from More than One Brand

You can buy items from our brands—Gap Factory and Banana Republic Factory at the same time, and it's just as easy to return them.

Let's say you need to return a pair of pants from Gap Factory and a shirt from Banana Republic Factory, which were purchased together and delivered in the same package.

  1. For a return: Pack both items into the same box — in the original packaging, if possible — then use our interactive returns process to create a prepaid UPS shipping label and packing slip.

    For more details on how to do a return, see the topic, "To return items by mail," above.

  2. For an exchange: To exchange one or both of the items in the example above, just call the appropriate brand's order line (see Contact Us) before you ship the return. This ensures you the best selection for your replacement and allows you to get credit for any discounts used. For more details on doing an exchange, see "To exchange items by mail," above.

    For details on our online return policies, see "Return Policy FAQ."

What happens next?

As soon as we process your returned item, we refund the purchase amount to the original method of payment, such as the credit card used. If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account.

To Create a Mailing Label for Return

To create a prepaid UPS or Canada POST shipping label, use our interactive returns process.

If you prefer, you can send your returned item, postage prepaid, to one of the following addresses:

UPS

  1. Returns Department
  2. Gap Canada Inc. Online Returns
  3. 1 Gap Ave. Toronto, ON M3J8Z9

Canada Post

  1. GAP Inc. Direct
  2. Gateway Direct
  3. 4567 Dixie Rd
  4. 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.

NOTE: We do not accept C.O.D. deliveries. If you choose not to use our pre-paid shipping label, shipping is at your expense. Also, we don't refund original shipping and handling charges.

Returning or exchanging a gift

Did you get a gift that's the wrong size or color? We can help you exchange it, or return it for an Options gift card for the original price paid. Gift returns and exchanges are free when you use our prepaid return shipping label.

Our Options gift cards can be used in-store and online at Gap Canada, Gap Factory Canada, Banana Republic Canada, Banana Republic Factory Canada, Old Navy Canada, and Athleta Canada.

NOTE: If you're returning a gift card, the value is credited to the original form of payment, such as the credit card used for the purchase.

To Return a Gift by Mail

  1. Get the gift invoice ready

    1. Select the Gift checkbox

    2. In the columns to the far right of each item, write the quantity of each item you're returning, as well as the codes for the reasons.

    3. In an empty spot on the page, clearly write the name and address that you want the gift card sent to.

    4. Detach the top portion of the invoice for your records.

    If you don't have an invoice, Contact Us for help in completing this return.

  2. Find or create your shipping label

    Look in the delivery package for a prepaid return shipping label. If there isn’t one, do one of the following:

    Use our interactive returns process or contact Customer Service. location.

  3. Package your items securely

    1. Place your completed invoice in the box. Use the original package if possible.

    2. Affix the mailing label to the package. Make sure no other tracking labels are showing.

      3. Write down your tracking number for future reference.

  4. Ship the package

    When your package is ready, drop it off at nearest UPS or Canada Post location.

    What happens next?

    We refund the cost of the returned merchandise as soon as it is processed. You'll be refunded in the form of an Options gift card.

    NOTE: We do not accept C.O.D. deliveries. If you choose not to use our prepaid shipping label, shipment is at your expense. Also, we don't refund original shipping and handling charges.

To Exchange a Gift by Mail

  1. Contact Us to order a replacement item. This ensures you get the item you want. (Need to find the right item first?Start browsing.)

  2. Return the gift using the directions in "To return a gift by mail," above.

    What happens next?

    We bill your credit card for your replacement item and ship it for free.

    As soon as we process your returned item, we refund the purchase amount to the original method of payment, such as the credit card used. If the refund is applied to your credit card, your credit card company may take up to 10 additional business days to post the refund to your account.

To Return or Exchange a Gift in a Store

You can return gifts purchased online to your local Gap Factory Canada store.

NOTE: For items marked "Mail only", merchandise must be returned by mail. Check your invoice first.

Do the following:

  1. Find a store location near you.

  2. Bring the item and your invoice, the credit card used, or shipment packaging with barcode to the store.

  3. Tell a sales associate that you want to return a gift that was purchased online, and that you want the value placed on a gift card.

What happens next?

We refund the purchase amount in the form of a store gift card, which you can use immediately or for future purchases online or in person in any of our stores.