Old Navy Customer Service Phone Number, Returns, Orders, and Complaints
Old Navy customers often contact support for online orders, returns, exchanges, delayed shipments, missing items, store pickup issues, gift cards, Encore rewards, credit card questions, and complaints about a store experience. Old Navy is part of Gap Inc., which also owns Gap, Banana Republic, and Athleta.
If your issue involves a local store purchase, pickup order, return, or employee interaction, contacting the local Old Navy store first may be the fastest route. If your issue involves an online order, account, refund, shipping problem, credit card, rewards, or a complaint that was not resolved locally, use Old Navy customer service or the related Gap Inc. support route below.
Verified Old Navy Customer Service Contact Information
- Old Navy Customer Service Phone Number: 1-800-653-6289 / 1-800-OLD-NAVY
- Old Navy Online Chat: Available through the chat icon on the Old Navy customer service page. Regular chat hours are listed as daily, 7 AM to 1 AM ET.
- Old Navy Website: oldnavy.gap.com
- Orders and Returns: Use the Old Navy order tracking and order help page or the returns and exchanges page.
- Old Navy Gift Cards: Use the Old Navy gift card page to buy gift cards or check gift card options.
- Old Navy Encore Credit Card Support: Encore Cardmembers can call 1-866-621-0532.
- Old Navy Encore World Mastercard Support: World Mastercard cardmembers can call 1-866-367-1758.
- TDD / Accessibility Support: 1-888-449-4253
- Gap Inc. Global Headquarters: 2 Folsom St., San Francisco, CA 94105
- Gap Inc. Main Corporate Phone: 1-800-333-7899 – use this for corporate-office context, not routine order support.
Choose the Correct Old Navy Support Route
For Online Orders, Shipping, or Missing Items
Contact Old Navy customer service by phone, chat, or the online order tools if you need help with a missing package, partial shipment, wrong item, damaged item, delayed delivery, cancellation, or address issue. Have your order number, email address, shipping ZIP code, and tracking number ready before contacting support.
For Store Purchases or Local Store Pickup
If the issue happened at a specific Old Navy store, start with that store when possible. This is usually best for in-store returns, pickup orders, employee interactions, receipt issues, fitting room problems, local inventory, and same-day store questions. Escalate to Old Navy customer service if the local store cannot resolve the issue.
For Returns and Exchanges
Use Old Navy’s returns and exchanges tools for online returns, prepaid return labels, refund questions, and exchange options. Old Navy notes that qualifying items may be returned by mail or in store, while final sale items and some partnered-seller items may have restrictions. Keep your shipping confirmation email, packing slip, receipt, or order lookup details until the refund is complete.
For Old Navy Credit Card and Encore Rewards
For Old Navy Encore Credit Card payments, lost or stolen card concerns, account access, billing questions, or card rewards, use the card support numbers listed above or the Old Navy/Barclays online account portal. Stores generally are not the right route for credit card billing disputes or card payments.
For Gift Card Problems
For Old Navy gift card balance issues, eGift card delivery, lost card concerns, or suspected gift card fraud, contact Old Navy support as soon as possible. Do not post gift card numbers, PINs, barcode images, or screenshots in a public review.
For Accessibility or In-Store Feedback
Old Navy and Gap Inc. provide accessibility and customer relations support for feedback about store service. If your concern involves accessibility, store treatment, or an unresolved in-store complaint, document the store location, date, approximate time, and names or descriptions of the issue without sharing private personal details publicly.
What to Have Ready Before Contacting Old Navy
- Order number, tracking number, or return authorization number
- Email address and phone number used on the order
- Store location, visit date, and register/receipt details for in-store issues
- Photos of damaged or incorrect merchandise, if needed
- Gift card purchase details, but not the full card number or PIN in public comments
- Credit card account details only when contacting official card support directly
- A brief timeline of what happened and what resolution you are requesting
Common Reasons Customers Contact Old Navy Customer Service
- Order did not arrive or tracking shows delivered but the package is missing
- Wrong size, color, or item received
- Delayed refund after a mail return
- Return rejected or refund issued for less than expected
- Store pickup order was canceled or unavailable
- Promo code, Super Cash, or rewards issue
- Old Navy Encore Credit Card billing or payment question
- Gift card balance, delivery, or suspected fraud problem
- Product quality, sizing, or defective item complaint
- In-store service or accessibility complaint
Old Navy Returns, Refunds, and Exchange Tips
When contacting Old Navy about a return, be specific about whether the purchase was made online, in store, through pickup, or through a marketplace/partnered seller. Return rules can vary by item type, final sale status, purchase channel, and timing.
- Keep the item, tags, packaging, receipt, and confirmation emails until the issue is resolved.
- For mail returns, save the carrier drop-off receipt and tracking number.
- For in-store returns, bring the card used for the purchase and the order confirmation or receipt.
- For final sale items, ask support to confirm whether the item is eligible before shipping it back.
- For quality issues, provide clear photos and explain when the item was purchased and how it failed.
Old Navy Order, Shipping, and Pickup Issues
If your Old Navy package is delayed, missing, damaged, or split into multiple shipments, check the order status page first. If tracking says delivered but you did not receive the package, contact the carrier and Old Navy customer service quickly. For pickup orders, contact the local store if the pickup email says the order is ready, but the store cannot locate it.
Old Navy Credit Card, Rewards, and Billing Help
Old Navy credit card support is handled separately from normal order support. For card payments, billing disputes, lost or stolen cards, suspected unauthorized charges, or account access problems, use the official Encore card support phone numbers listed above. Do not send full card numbers, Social Security numbers, or account passwords through public review forms, email, or social media comments.
Scam, Fraud, and Privacy Warning
Be careful with emails, texts, social media messages, or search ads claiming to be Old Navy support. Scammers may use fake order alerts, gift card balance warnings, fake refund messages, survey offers, or fake customer service phone numbers to collect personal information.
- Use Old Navy’s official website, app, or phone number before sharing account details.
- Never post your gift card number, PIN, order number, full address, phone number, email, or credit card details in a public review.
- Do not pay a fee to receive a refund or to speak with customer service.
- If you see an unfamiliar Old Navy or Gap-related charge, contact your card issuer and verify the order through official Old Navy channels.
How to Escalate an Old Navy Complaint
- Start with the correct channel: Use the store for local store issues, Old Navy customer service for online orders, and card support for credit card billing.
- Document the timeline: Save chat transcripts, call dates, case numbers, tracking numbers, and return receipts.
- Ask for a case number: If the first representative cannot resolve the issue, ask whether the case can be reviewed or escalated.
- Use Gap Inc. corporate only when needed: Corporate contact routes are best for unresolved complaints, executive-level feedback, or repeated failed attempts through normal support.
- Keep sensitive information private: Share account details only through official Old Navy, Gap Inc., Barclays, or payment-card channels.
What to Expect When Contacting Old Navy
Old Navy may ask you to verify your order details, account email, shipping ZIP code, payment method, store location, or return tracking information. Some issues, especially missing packages, delivery investigations, refund timing, and credit card billing disputes, may require follow-up rather than immediate resolution. Keep your case number and contact Old Navy again if the promised response window passes.
Old Navy Customer Service FAQ
What is the Old Navy customer service phone number?
The Old Navy customer service phone number is 1-800-653-6289, also shown as 1-800-OLD-NAVY.
Does Old Navy have live chat?
Yes. Old Navy offers real-time chat through the chat icon on its customer service page. The listed regular chat hours are daily, 7 AM to 1 AM ET.
Who do I contact for an Old Navy online order problem?
Use Old Navy customer service, the order tracking page, or online chat for missing packages, shipping delays, canceled orders, wrong items, damaged items, and refund issues.
Can a local Old Navy store fix an online order problem?
A local store may help with eligible returns, exchanges, pickup orders, and store-level issues. For shipping problems, missing packages, online account issues, or card billing, Old Navy customer service or the card issuer is usually the better route.
What phone number should I call for the Old Navy credit card?
Encore Cardmembers can call 1-866-621-0532. Encore World Mastercard cardmembers can call 1-866-367-1758.
Is CustomerServiceNumbers.com affiliated with Old Navy?
No. CustomerServiceNumbers.com is independent and is not affiliated with Old Navy, Old Navy LLC, Gap Inc., Barclays, or any related company.
Old Navy Customer Service Reviews and Complaints on CSN
CustomerServiceNumbers.com currently does not have enough Old Navy reviews on this page to summarize reliable CSN-specific customer sentiment. The live review section shows 0 out of 5 stars based on 0 reviews. If reviews are added later, this section can be updated to summarize common complaint themes such as orders, refunds, shipping, returns, store experiences, product quality, or credit card support, but only after those themes appear in live CSN feedback.
Related Customer Service Resources
- Gap Customer Service
- Banana Republic Customer Service
- H&M Customer Service
- Target Customer Service
- Old Navy Corporate Office Headquarters
- Identify Unknown Credit Card Charges
- Read or Leave Company Reviews on ZeroStars
Page Update Note
Page updated on June 28, 2026. This update refreshed Old Navy customer service phone numbers, credit card support numbers, chat guidance, return/order routing, privacy warnings, and CSN review handling.
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CustomerServiceNumbers.com has helped consumers find customer service phone numbers, company contact details, and consumer review information since 2004. CSN is independent and not affiliated with Old Navy. The goal of this page is to help consumers find the right support route, compare service experiences, and share reviews without exposing private account or payment information.
Share Your Experience with Old Navy
If you contacted Old Navy customer service, used Old Navy chat, returned an online order, had a store issue, or dealt with an Old Navy credit card or gift card problem, you can share your experience below. Please describe what happened, how Old Navy responded, and whether your issue was resolved.
Privacy reminder: Do not include order numbers, tracking numbers, gift card numbers, PINs, credit card details, account passwords, home addresses, phone numbers, email addresses, or screenshots that show private information.
Customer Service Numbers Disclaimer
CustomerServiceNumbers.com is an independent consumer information and review website. This page is not affiliated with, endorsed by, or operated by Old Navy, Old Navy LLC, Gap Inc., Barclays, or any related company. Contact details are provided for informational purposes and may change. Always verify sensitive account, payment, return, or credit card information through official company channels.
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