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I have routinely shopped at Old Navy for clothes for my 4 grand children. On 2 separate occasions, my daughter has had a difficult time with returns. The first time, I discovered that she could not return without a gift receipt. So, with next online order, I was careful to order as a gift with receipt enclosed. She still had delays, was only able to return for merchandise, and indicated it was a tedious process. She waited in long lines when she checked in & again after shopping for exchange merchandise. Also, she felt like clerk did not have understanding of return policies because he/she had to call store manager for help. Old Navy needs to clarify return policies & be sure all stores apply same policies.