Frequently Asked Questions
How do I shop gucci.com?
There are several ways to browse Gucci.com. You may explore our weekly homepage features or visit our navigation bar found at the top of every page. Simply roll your cursor over the relevant section to open a drop-down menu, and then click on the links to visit categories, such as handbags or shoes. Within each category, you will find further links to help you locate exactly what you are looking for.
If you are looking for a specific item, our search box is located on the upper right hand corner of our page. You may search for products by name, color, category or style.
When you have made your selection, choose your size and click on "add to shopping bag". Once you are ready to complete your purchase, visit your shopping bag at the top right-hand corner of our screen and click on "Checkout" to be led through the checkout process. If you have any questions or concerns, please contact us by phone at 877-482-2499 or via email at email@example.com.
How do I place an order?
Depending on availability and shipping address, purchases may be made either directly through Gucci.com or through the assistance of our online personal shoppers. You can contact us at 877.482.2499 or via email at firstname.lastname@example.org. Please note we are available Monday-Friday from 8AM-11PM(EST) and Saturday 9AM-10PM(EST), excluding holidays.
Can I cancel or modify my order?
If you wish to cancel or modify your order, please send an email to email@example.com as soon as possible. We will make every effort to accommodate your request. However, once an order has been submitted we cannot guarantee that the purchase can be cancelled or modified.
If you have received your order and need to return it please refer to the return instructions included with your shipment. Once we receive your returned item, we will process a refund for that item.
In order to make an exchange, you must place a new order for your preferred size, color, or item. You can either do so by visiting our website and repeating the original order process, or by contacting a Gucci online personal shopper via email at firstname.lastname@example.org.
What is personalization and how do I personalize my item?
Complimentary personalization is available for select items on Gucci.com. If the item you are browsing is eligible for this service, you will see a brown "personalize" button on the left-hand side of the product's page. Select this option to choose up to three initials to be embossed in gold on your item.
You can also explore all Gucci products available for embossing by visiting our "gifts" section and clicking on the "personalization" subcategory.
Do you offer price adjustments?
Gucci.com offers price adjustments for full-price online purchases.
If an item you have purchased has been reduced from its original price, you must contact us within 10 days of placing the order to have the difference refunded to you in the original form of payment. To request an adjustment, please email us at email@example.com.
Please note that a different price adjustment policy may apply to in-store purchases.
What are the benefits of creating a Gucci account?
Creating a Gucci account allows you to:
- Store multiple shipping and billing addresses to expedite your checkout
- Save the contents of your shopping bag for later
- Easily access your current order details and history
Which Gucci products are available for purchase on Gucci.com?
Gucci products available for purchase online include handbags, wallets, accessories, shoes, luggage, jewelry, watches, gifts, and ready to wear. Products on our site are subject to availability.
How many units of each product may I purchase on Gucci.com?
You may purchase up to four items per style.
What should I do if an item I want is unavailable?
For inquiries on items that are unavailable online, please contact us at 877.482.2499 or via email at firstname.lastname@example.org.
How do I know my size?
Gucci items are displayed in Italian sizes. Please visit our size guides from the link on the product pages for sizing information.
What is the priority waiting list?
We offer our clients the opportunity to pre-order items that are currently in production or that have sold out and are on back-order.
When you order one of these items, you are placed on a priority waiting list to be among the first to receive your selection once it becomes available. We do our best to provide expected shipping dates for these items on the product page and during checkout, but please be aware that they may arrive sooner or later than anticipated. Your credit card will only be charged for waiting list items at the time of shipment.
Where do I find items that I have seen in the press/magazines?
For inquiries about Gucci products, please contact us at 877.482.2430 or via email at email@example.com.
Which payment methods do you accept?
Gucci accepts the following forms of payment for online purchases:
- american express
Please note that your billing address must match the address on your credit card statement. At this time, we do not accept PayPal or Gucci gift cards.
When will my credit card be charged?
The transaction will be charged to your credit card after we have verified your card details, received credit authorization, confirmed availability and prepared your order for shipping. Your credit card will not be charged at the time you submit your order but will be authorized for $0.00 or $1.00 for verification purposes.
Can I use multiple methods of payment?
At this time we only accept one (1) form of payment per order.
Will I be charged sales tax?
Gucci charges applicable provincial, federal, and harmonized taxes on online transactions. Your on-screen total reflects estimated tax. The actual sales tax will be calculated when your order is shipped and may vary from the estimated tax.
Shipping & Delivery
Which shipping options are available and what are the shipping fees?
Where does gucci.com ship?
Online purchases may be made by residents of Canada, for delivery to a Canadian address. We are unable to deliver online purchases to any address outside of Canada at this time, but invite our clients to visit a local Gucci boutique. To locate a Gucci boutique near you, please visit our store locator.
Can I ship to multiple addresses?
At this time we can only ship to one address per order. To ship to multiple addresses, please place a separate order for each location.
Can I ship to a P.O. Box or APO/FPO address?
Purchases may not be shipped to P.O. boxes, APO/FPO addresses or to any address outside of Canada. To bill an order to your APO/FPO address, please contact us at 877.482.2499 or via email at firstname.lastname@example.org.
Is a signature required upon delivery of my order?
For security reasons, all Gucci online purchases require an adult signature upon delivery. All orders are delivered by FedEx. If you are unavailable to sign for your package, the driver will leave a door tag on your door, informing you of the delivery attempt. The driver will make a total of three delivery attempts on three consecutive business days. If you are still unavailable to sign for your package, the package will be returned to sender.
How can I track my order?
All purchases are shipped via FedEx. A shipping confirmation is emailed to you as soon as your purchase has been shipped, which will allow you to track the status of your shipment. In addition, we will email a delivery confirmation once we receive notification from FedEx that your purchase has been delivered.
When can I expect delivery of my order?
To estimate the total delivery time for immediately available items, please allow 3-5 business days for delivery of your order.
To estimate the total delivery time for priority wait list items, please refer to your order confirmation email for your estimated shipping dates. The dates will also be listed on the product pages and during checkout once the item(s) is added to your shopping bag. Please be aware that the dates provided are only estimates, and that your items may arrive sooner or later than anticipated.
What is your return policy? how many days do I have to return a product?
For online purchases, Gucci will accept merchandise in its original condition, accompanied by the original invoice, for a refund of the purchase price.
full-price merchandise must be returned within 30 days of the date of delivery to Gucci.com or to a Gucci boutique within Canada.
sale merchandise must be returned exclusively to Gucci.com within 10 days from the date of delivery.
merchandise cannot be returned to department stores.
Merchandise that has been worn, used, altered or damaged will not be accepted. Certain items such as jewelry, watches, sunglasses, and ready-to-wear are shipped with a return tag attached. Returns on these specific items will only be honored if the label remains intact.
Gucci reserves the right to refuse return of any merchandise that does not meet the above return requirements at Gucci's sole discretion.
How do I return an item?
Easy-to-follow return instructions are included with each shipment. We recommend shipping returned merchandise via FedEx for tracking purposes. Please be sure to request adequate insurance to cover the purchase price of the shipment. Gucci will not assume responsibility for reimbursement or compensation in the event that return packages are lost, stolen, mishandled or damaged.
How long does it take for a refund to be issued?
Merchandise returned to Gucci.com will be processed within 7-10 business days of receipt. A confirmation email will be sent once your account has been credited. Refunds may only be issued in the same form as was utilized for payment. For visa, mastercard, american express, discover and pre-paid/gift cards, we will reimburse the card used whenever possible. If we are unable to reimburse the card used, we will issue the refund in the form of a corporate check. We recommend that you save your card even after the funds have been depleted, in the event that you would like to make a return. Please note the original shipping charges incurred at the time of purchase are non-refundable.
Are delivery charges refundable?
Original shipping charges incurred at the time of purchase are non-refundable.
Can I return an item that I bought online to a Gucci boutique?
You may return or exchange full-price merchandise at no charge in any of our Gucci boutiques within Canada. However, sale merchandise must be returned exclusively to Gucci.com, in accordance with the above return guidelines and conditions. The original invoice must accompany all returns and exchanges. Online purchases may not be returned or exchanged at Gucci outlet stores, department stores or other wholesale distributors. Please note that shipping costs will not be subject to refund and that a different return policy may be applicable for in-store purchases. To locate a Gucci boutique near you, please visit our store locator.
How do you exchange an item with gucci.com?
Gucci.com cannot accommodate automatic exchanges at this time. In order to exchange an item, return the original item for a refund using the return instructions provided in your shipment. A new order can then be placed on Gucci.com for the exchange item. Please note that new orders are subject to merchandise availability. We will inform you if we are unable to fulfill your order.
Can I exchange or return an item gifted to me by someone else?
Gift items purchased on Gucci.com may be returned. However, refunds may only be issued to the same credit card used for original payment.
Unfortunately, we are not able to accommodate automatic exchanges at this time. In order to exchange a gift, please return the original item using the return instructions provided in your shipment and place a new order on Gucci.com for the exchange item.
Can I return a personalized item?
Withdrawals, cancellations, exchanges or returns are not accepted for orders of customized products.
How do I send a gift?
During your online checkout, you will have the option to include a personalized gift message and exclude the price from the order invoice. All Gucci.com orders come with complimentary gift wrap.
Can I get my purchase gift-wrapped?
All Gucci.com orders come with complimentary gift wrap in a signature Gucci gift box tied with a Gucci satin ribbon. Gucci gift boxes are only available for products 18" x 18" x 8" and smaller. For larger items, we will include a signature Gucci gift bag with your shipment. During your online checkout, you will have the option to include a personalized gift message and exclude the price from the order invoice.
Care & Repair
How do I repair an item?
Products purchased from Gucci.com may be taken or mailed, along with the original sales slip, to a Gucci boutique for repair. Please visit our store locator or contact one our Canadian stores.
130 Bloor Street West, Suite 102
The Fairmont Hotel Vancouver
900 West Georgia Street
Vancouver, British Columbia
timepiece repairs *
5250 Satellite Drive Unit # 13
Mississauga, ON L4W 5G5
* For timepiece repairs, please also include your limited timepeice warranty card. Please refer to our timepiece warranty.
Is there a warranty on my watch?
A limited warranty card and booklet is accompanied with each Gucci watch purchase. Warranties are valid for two or five years, depending on the particular watch. Our limited warranties cover all manufacturing and mechanical defects, excluding malfunction or deterioration resulting from accidents or negligence. Authorized Gucci service centers listed in the warranty booklet will, at their discretion, repair or replace any component needed to restore the timepiece to full working order. Complete warranty information is provided in the warranty booklet upon purchase or you can write to Gucci for a copy of the warranty before you make a purchase. Send your warranty requests to:
50 Hartz Way
Secaucus, NJ 07094
Can I go to a Gucci boutique for alterations?
Full-priced Gucci products purchased on Gucci.com may be taken, along with the original sales slip, to a Gucci boutique for complimentary alteration service. To locate your nearest Gucci boutique, please visit our store locator.
Where can I buy authentic Gucci products?
Authentic Gucci products are exclusively sold through a network of directly operated Gucci boutiques, a small number of authorized franchisees, department and specialty stores and on Gucci.com. A complete list of Gucci boutiques is published at http://www.gucci.com/ca-en/stores
Does Gucci guarantee the authenticity of all products sold on Gucci.com?
Yes, we guarantee the authenticity of all products purchased on Gucci.com.
Gucci products are crafted with the highest quality materials, design and workmanship. “Made in Italy” is an integral part of the essence of Gucci. It is a cultural approach, a know-how that took generations to build, and a genuine mission that has allowed Gucci to become one of the world’s most desirable luxury fashion brands. All Gucci products are made in Italy, except timepieces, which are made in Switzerland, and fragrances, which are made in the EU.
What are counterfeits?
Counterfeit Gucci products are replicas or imitations of authentic Gucci products that are aimed at misleading consumers into believing that they are authentic products. Counterfeit products are of poor quality, but are sometimes offered for sale at high prices in order to mislead online shoppers. Such products lack the quality, the details and the workmanship which characterize authentic Gucci goods.
How can I identify a fake Gucci website?
Counterfeit Gucci products are frequently offered for sale on websites published at domain names containing the Gucci trademark - or slight variations thereof - together with descriptive or generic terms, such as “bag”, “shop”, “store” and even words such as “official” or "authentic". These website address names are deliberately selected by counterfeiters, as mentioned above, to mislead online shoppers as to the source and reliability of the products promoted on their websites.
How can I report counterfeits?
To report counterfeit Gucci products or suspect websites to Gucci, please send an email to email@example.com. Please provide as much descriptive information as possible about the products or the website, such as the location of the products, the seller of the products, the type of products, the website address, etc. We appreciate your help in our battle against counterfeiting.
For any inquiries related to products or online orders please contact us at 877.482.2499 or via email at firstname.lastname@example.org.
Please note we are available Monday-Friday from 8AM-11PM(EST) and Saturday 9AM-10PM(EST), excluding holidays.