Frequently Asked Questions

Purchasing Online

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 877-482-2430 or via email at assistance@us-onlineshopping.gucci.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 877.482.2430 or via email at assistance@us-onlineshopping.gucci.com. 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 assistance@us-onlineshopping.gucci.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 assistance@us-onlineshopping.gucci.com.

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 assistance@us-onlineshopping.gucci.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

Product Information

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, ready to wear and beauty. 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 877.482.2430 or via email at assistance@us-onlineshopping.gucci.com.

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 assistance@us-onlineshopping.gucci.com.

Payment

Which payment methods do you accept?

Gucci accepts the following forms of payment for online purchases:

  • visa
  • mastercard
  • american express
  • jcb
  • discover
  • PayPal

Please note that your billing address must match the address on your credit card statement. At this time, we do not accept 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 state, local and county 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?

Please see below for a summary of available shipping methods and associated fees.

shipping methods and fees

continental u.s.
ground
free
deliveries made Tuesday-Saturday
two day
$25.00
deliveries made Monday-Friday
next day
$35.00
deliveries made Monday-Friday
saturday
$35.00
deliveries made Saturday only if order placed by 1pm EST on Friday
same day manhattan, new york only
$55.00
deliveries made same day only if order placed by 1pm EST Monday-Friday

alaska, hawaii, puerto rico*
two day
$25.00
deliveries made Monday-Friday
next day
$35.00
deliveries made Monday-Friday

*ground, saturday and same day not available

All orders are processed Monday through Friday, excluding Saturday, Sunday and holidays. Next day and two day deliveries are made Monday through Friday excluding Saturday, Sunday and holidays. Ground deliveries are made Tuesday through Saturday excluding Sunday and holidays. Gucci cannot be held responsible for unanticipated delivery delays beyond Gucci's control.

saturday delivery
Orders placed with Saturday deliveries are expected to be delivered on Saturday if placed by 1PM(EST) on Friday, subject to the following conditions: If an order is placed after 1PM(EST) on Friday, it is expected to be delivered on the Saturday of the following week, as indicated during the checkout process. The delivery time on Saturday may vary according to the destination zip code and location. Saturday deliveries cannot be made on holidays. Saturday delivery service is only available for item(s) in your order that are immediately available. Item(s) that are not immediately available will be placed on a priority waiting list and will be shipped with free ground service once they become available for shipment.

If you wish to select an alternative shipping method for priority waiting list items, please contact us at assistance@us-onlineshopping.gucci.com for assistance. (The fee applicable to such alternative shipping method will apply). We recommend reviewing your order details on the order review page before submitting it, or in the order confirmation email that is sent to you shortly after your order is placed. Some business addresses may not accept shipments on Saturdays. To ensure Saturday delivery, please confirm that your shipping address can accommodate Saturday deliveries. Saturday delivery is not available for Hawaii, Alaska or Puerto Rico at this time.

same day - manhattan, new york only
Orders placed with same day deliveries are expected to be delivered on the date of order, if placed by 1PM(EST) Monday through Friday, subject to the following conditions:

The delivery time may vary depending on the destination zip code and location. Same day deliveries cannot be made on holidays. Same day delivery service is available on item(s) in your order that are immediately available for shipment within Manhattan, New York only. If you are unsure as to whether your shipping address is an eligible Manhattan, New York address, please contact us at assistance@us-onlineshopping.gucci.com for confirmation. Item(s) that are not immediately available will be placed on a priority waiting list and will be shipped with free ground service once they become available for shipment. If you wish to select an alternative shipping method for such priority waiting list items, please contact us at assistance@us-onlineshopping.gucci.com for assistance. (The fee applicable to such alternative shipping method will apply). We recommend reviewing your order details on the order review page before submitting your order, or in the order confirmation email that is sent to you shortly after your order is placed. Upon delivery, please ensure that the number of boxes delivered is as stated on the shipment confirmation email.

Where does gucci.com ship?

Online purchases may be made by residents of the U.S., for delivery to U.S. addresses, including Alaska, Hawaii and Puerto Rico. We are unable to deliver online purchases to other places 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 the continental United States, Alaska, Hawaii or Puerto Rico. To bill an order to your APO/FPO address, please contact us at 877.482.2430 or via email at assistance@us-onlineshopping.gucci.com.

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?

Gucci will send you several emails during the order process to keep you informed of the status of your purchase.

next day, two day, ground and saturday delivery
All Next Day, Two Day, Ground and Saturday 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 your order's status. In addition, we will send you confirmation email once we receive a delivery notification from FedEx.

same day delivery - manhattan, new york only
A confirmation containing your delivery details will be emailed to you as soon as your purchase has been sent out for delivery.

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 indicated by your preferred shipping method.

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(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.

Returns

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 for a refund of the purchase price when accompanied by the original invoice. For a limited time, free return shipping will be offered for online orders shipped between August 11, 2014 and November 16, 2014 and returned from within the continental united states. free return shipping is not available for alaska, hawaii and puerto rico at this time.

full-price merchandise must be returned within 30 days from the date of delivery to Gucci.com or to a Gucci boutique within the united states. however, all PayPal purchases must be returned exclusively to Gucci.com.

sale merchandise and corporate gifts must be returned exclusively to Gucci.com within 10 days from the date of delivery.

beauty products may be returned if unopened and in the original cellophane wrapping 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 in Gucci’s sole discretion.

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. Please note the original shipping charges incurred at the time of purchase are non-refundable.

Easy-to-follow return instructions are included with each shipment. Every effort will be made to ensure a prompt refund and an email notification will be sent once the return has been processed.

How do I return an item?

Easy-to-follow return instructions are included with each shipment. Every effort will be made to ensure a prompt refund and an email notification will be sent once the return has been processed.

  free return conditions within continental U.S.

For a limited time, free prepaid FedEx return labels are included with all online orders shipped within the continental United States. The return shipment can be dropped off at any staffed FedEx location. You may track your return shipment with the FedEx tracking number that can be found on the prepaid label enclosed in your package. Gucci will not assume responsibility for reimbursement or compensation in the event that return packages are not dropped off at a staffed FedEx location with the free prepaid FedEx return labels or in the event that return packages are lost, stolen, mishandled, or damaged. To find a staffed FedEx location near you, please call 1-800-GO-FEDEX or visit www.fedex.com. If you have misplaced your prepaid return label please contact us at assistance@US-onlineshopping.gucci.com.

  return guidelines for Alaska, Hawaii, and Puerto Rico

Free return shipping is not available for Alaska, Hawaii, and Puerto Rico at this time. We recommend shipping returned merchandise via FedEx for tracking purposes. Please be sure to request adequate insurance to cover 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?

Full-price merchandise may be returned or exchanged at no charge in any of our Gucci boutiques within the united states. However, sale merchandise, corporate gifts, and any merchandise purchased using PayPal 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 store 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.

Gifts

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.

Can I order corporate gifts on the website?

Gucci's corporate gift service is designed exclusively for eligible organizations to purchase selected Gucci merchandise from Gucci.com to be used for corporate gifts, awards and recognition programs. In order to be deemed eligible for the corporate gift service, an organization must be registered and in good standing with its applicable state of organization, and must demonstrate that the Gucci corporate gifts will be used solely for the purposes described above. Gucci reserves the right to request or review any such information and/or documentation as may be necessary, in Gucci's sole discretion, to verify an organization's eligibility.

All corporate gifts are subject to availability and Gucci reserves the right to limit the quantity of merchandise sold to any organization. The minimum corporate gift order is five (5) items. The corporate gift service may not be used for personal purchases and Gucci merchandise may not be purchased for resale.

Gucci's return conditions apply to all corporate gifts. Please also refer to our personalization terms for details regarding personalized corporate gifts. Gucci will only accept returns from the eligible organization purchasing the corporate gifts and cannot accept returns or exchanges from any other recipient of any corporate gift. For inquiries related to our corporate gift service, please contact us at personal.shopper@us.gucci.com.

For full terms and conditions applicable to corporate gifts, please refer here.

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. Products may be brought to any authorized point of distribution in the U.S. or mailed to the appropriate address below:

Handbag, Shoes, Jewelry and Luggage Repairs

Attn: GAI Fashion Repairs
50 Hartz Way Secaucus, New Jersey 07094
ClientServices-USA@us.gucci.com
tel 800.234.8224

Sunglass Customer Service

Safilo Group
801 Jefferson Road
Parsippany, NJ 07054
tel 800.850.3919

Watch Repairs

East coast:
GTS
50 Hartz Way
Secaucus, NJ 07094
tel 1.866.692.8244

IL, MO, IA, WI, MN, OH, KY, MI:
Glezer Kraus
6677 N. Lincoln Ave
Lincolnwood, IL 60712
tel 847.673.8050

TX, NM, AR, OK, KS, CO:
Atelier
5444 Westheimer STE 1550
Houston TX 77056
tel 713.965.9209

CA, NV, AZ, UT, OR, WA, ID, WY, ND, SD, NE:
Robert Guenther Service
210 Post Street #802
San Francisco, CA 94108
tel 415.433.2874

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 accompanied 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 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.

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.

Product Authenticity

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/us/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 counterfeit@gucci.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.

Contact Us

For any inquiries related to products or online orders please contact us at 877.482.2430 or via email at assistance@us-onlineshopping.gucci.com.

Please note we are available Monday-Friday from 8AM-11PM(EST) and Saturday 9AM-10PM(EST), excluding holidays.

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Please be advised that changing your location while shopping will remove all the contents from your shopping bag

saturday delivery now available

Orders placed with Saturday deliveries are expected to be delivered on Saturday if placed by 1PM(EST) on Friday, subject to the following conditions:

If an order is placed after 1PM(EST) on Friday, it is expected to be delivered on the Saturday of the following week, as indicated during the checkout process. Saturday deliveries cannot be made on holidays.

Saturday delivery service is only available for item(s) in your order that are immediately available. Item(s) that are not immediately available will be placed on a priority waiting list and will be shipped with free ground service once they become available for shipment. To ensure Saturday delivery, please confirm that your shipping address can accommodate Saturday deliveries. Saturday delivery is not available for hawaii, alaska or puerto rico at this time.

For additional information, please refer to the assistance section.

free shipping and free returns

free shipping

free ground shipping will be offered for online orders placed between october 1, 2014 and october 31, 2014 to destinations within the continental united states. this offer will only be applicable to purchases made on the u.s. Gucci.com website, is non-transferable, and is not valid on orders placed before october 1, 2014.

to estimate the total delivery time for your purchase, please allow up to two business days to process your order for shipment, in addition to the time indicated by your preferred shipping method.

free returns

for a limited time, free return shipping will be offered for online orders shipped between august 11, 2014 and november 16, 2014 and returned from within the continental united states. free return shipping is not available for alaska, hawaii and puerto rico at this time.

full-price merchandise must be returned within 30 days from the date of delivery to Gucci.com or to any Gucci boutique within the United States. however, all PayPal purchases must be returned exclusively to Gucci.com.

sale merchandise and corporate gifts must be returned exclusively to Gucci.com within 10 days from the date of delivery. such merchandise may not be returned to any gucci boutique.

beauty products may be returned if unopened and in the original cellophane wrapping within 10 days from the date of delivery.

merchandise cannot be returned to department stores.

for our complete return policy, please refer to the assistance section.