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 the navigation bar found at the top of every page. Simply click on 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, you may use our search box in order to find products by name, colour, 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 0207 495 1445, Monday-Friday from 9AM-7PM (CET) or via email at firstname.lastname@example.org.
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 0207 495 1445 or via email at email@example.com. Please note we are available Monday-Friday from 9AM-7PM (CET)
can I cancel or modify my order?
If you wish to cancel or modify your order, please send an email to firstname.lastname@example.org 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 or an exchange as requested.
what is personalisation and how do I personalise my item?
Complimentary personalisation is available for select items on Gucci.com. If the item you are browsing is eligible for this service, you will see a brown "personalise" 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 "personalisation" subcategory.
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
do you have seasonal sales?
Please register on Gucci.com to receive email updates on collections, new product launches and seasonal sales.
my order is not being accepted. why?
Please be sure that the address you are entering in the "Billing" field is the address that is registered with your bank and the address where you receive your bank statement. If the system still doesn't accept your order, please contact your bank and then contact us at 0207 495 1445 and we will be glad to assist you.
which Gucci products are available for purchase on Gucci.com?
Gucci products available for purchase online include handbags, wallets, accessories, shoes, luggage, jewellery, watches, gifts, ready to wear and fragrances. 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 depending on the availability or for Corporate Sales, please check the dedicated section on the website under the Gift department.
what should I do if an item I want is unavailable online?
For inquiries on items that are unavailable online, please contact us at 0207 495 1445, Monday-Friday from 9AM-7PM (CET) or via email at email@example.com.
how do I know my size?
Please visit our size guides from the link on the product pages for sizing information.
how do I know if a product is available and how long it will take to be delivered?
The website provides the information on the availability of the items directly on the product page and provides the estimated time of shipment at checkout. When you have selected the product or the size needed, you can see different stock status.
- "your selection is available": the item is in stock in our warehouse and can be dispatched in 1 business day from the moment of the order.
- "your item will be sent in 3-5 business days": the item is not in stock, but is in transit to our warehouse and will be dispatched between 3-5 business days.
- "your selected item will be sent in 1 week": the item is not in stock and it needs to be requested to our central warehouse; it will be shipped in about 1 week.
- "your selected item will be sent in 1-2 weeks": the item is not in stock and not immediately available for shipment; it will be requested to one of our European stores that will transfer it to our warehouse in 1-2 weeks.
- "your selection is available for pre-order": please refer to the priority waiting list.
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.
how do I know if a product I have is authentic?
If the product has been purchased on www.gucci.com or in our Gucci Boutiques it is guaranteed to be authentic.
which payment methods do you accept?
Gucci accepts the following forms of payment for online purchases:
- American Express
- Wire Transfer
Please note that your billing address must match the address on your credit card statement. At this time we do not accept 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 1 GBP for verification purposes.
my order has been declined; do I need to replace a new order?
If you have received an email from us informing you that your order has been cancelled, please replace a new order online, otherwise please contact us at firstname.lastname@example.org.
can I use multiple methods of payment?
At this time we only accept one (1) form of payment per order.
is VAT included in the final price and how do I claim VAT back?
All prices include VAT. At this time we are unable to provide a tax-back service for any of our online customers.
Shipping & Delivery
which shipping options are available and what are the shipping fees?
We offer Free Express shipping with all orders (except for those delivered with the Saturday delivery option). From the moment the order leaves our warehouse, we deliver in 1-2 business days. All orders are processed Monday through Saturday (Saturday only where the service is available and has been selected), excluding Sunday and holidays. Gucci cannot be held responsible for unanticipated delivery delays beyond our control.
where does gucci.com ship?
To view all the available delivery destinations, please click on Change Country to view all the countries where the website is available.
can I have my item delivered to a store?
At this time, we are unable to deliver items purchased online to one of our stores. We can deliver to home and company addresses where someone is available to sign for the package upon delivery.
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.
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 UPS. If no one is available to sign for the package, the driver will make a total of three delivery attempts on three consecutive business days. If there is still no one available to sign for the package, after 5 days with no communication, the package will be returned to sender.
how can I track my order?
Gucci will send you several emails during the order process to keep you informed of the status of your purchase. Please note that we do not provide tracking numbers for security reasons, but only tracking links found in the shipment confirmation email. You will receive a shipment confirmation email with a tracking link in order to track your package. We will then e-mail a delivery confirmation once we receive notification from UPS 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 up to two business days from your order date to process your order for shipment, in addition to the time required for delivery.
To estimate the total delivery time for pre-ordered 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 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 refund the purchase price of merchandise returned in its original condition and only if accompanied by the original invoice, original Gucci packaging and security return/exchange label intact and attached to the item.
Merchandise must be returned within 10 business days of the date of delivery.
Merchandise that has been worn, used, altered or damaged will not be accepted.
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. 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?
Every effort will be made to ensure a prompt refund. Returns to Gucci.com are processed within 30 days of receipt of the notification of the Client's cancellation of the order. A confirmation email will be sent once your return has been processed and your account has been credited. Refunds may only be issued in the same form as was utilized for payment.
are delivery charges and return costs refundable?
Original shipping charges incurred at the time of purchase and any costs sustained by the client to return a product are non-refundable.
can I return an item that I bought online to a Gucci boutique?
You may return merchandise at no charge in any of our Gucci boutiques. The original invoice must accompany all returns. Online purchases may not be returned to Gucci outlet stores, corners, franchisees, and duty free. 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?
In order to exchange an item, return the original item using the return instructions provided in your shipment. Please note that new orders are subject to merchandise availability. We will inform you if we are unable to fulfill your order.
can I return a personalised item?
Withdrawals, cancellations, exchanges or returns are not accepted for orders of customised products.
how do I send a gift?
During your online checkout, you will have the option to include a personalised 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 personalised gift message and exclude the price from the order invoice.
can I order corporate gifts on the website?
For corporate gifts, please visit our dedicated section at the following link: http://www.gucci.com/uk/category/u/corporate_gifts_eu
For more information and a personalised quote, please email us at email@example.com
Care & Repair
how do I repair an item?
Gucci offers a repair service for Gucci products purchased from Gucci.com, any Gucci boutique or any other Gucci-authorized retailer. Please contact our After Sales department for inquiries about replacement parts or repairs for your item, providing as much detailed information as possible. Their contact information is:
Gucci After Sales Department
For inquiries about repairs for Gucci watches, please contact:
Gucci Group Watches
13/15 Hurlingham Business Park,
Fulham, London SW6 3DU
Tel: +44 8456 77 78 79
Fax: +44 8456 77 78 80
Please enclose a detailed repair request, your contact information, and original sales slip with your item. For watch repairs, please also include your watch warranty card. We recommend that you package the item securely and ship it via insured mail. Please allow 2-4 weeks for a repair assessment. Detailed repair information and repair charge estimate will be sent to you once the assessment has been completed.
is there a warranty on my watch?
A limited warranty card and booklet is included with each Gucci watch purchase. Warranties are valid for two years. Our limited warranties cover all manufacturing and mechanical defects, excluding malfunction or deterioration resulting from accidents or negligence. Authorized Gucci service centres 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 booklet.
Where can I buy authentic Gucci products?
Authentic Gucci products are sold exclusively 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/uk/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 craftsmanship. “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, fragrances which are made in the EU and cosmetics which are made in the EU and in Japan.
What are counterfeits?
Counterfeit Gucci products are replicas or imitations of authentic Gucci products that are aimed to mislead consumers into believing they are genuine goods. 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, attention to detail and craftsmanship 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”, “discount”, “outlet” and even words such as “official” or "authentic". These website address names are deliberately selected by counterfeiters, as mentioned above, to mislead online shoppers regarding the source and authenticity of the products promoted on their websites.
How can I report counterfeits?
In order to report to Gucci suspected counterfeit Gucci products or suspect websites, please send an e-mail to firstname.lastname@example.org. Please provide us with as much descriptive information as possible about the product or the website, such as the location of the store, the seller of the product, the type of product, the website address, etc. We appreciate your help in our fight against counterfeiting.
For any inquiries related to products or online orders please contact us at 02 07 495 1445 or via email at email@example.com. Please note we are available Monday-Friday from 9AM-7PM (CET)