Invalid email and/or password. Try again or click on "Forgot your password?" link.
This field cannot be empty
The fields do not match
Field is not a valid email
Menu Back

Sales Associate Log In

Search

FREQUENTLY ASKED QUESTIONS

Purchasing Online
Expand All Collapse All
How do I shop gucci.com/au?

There are several ways to browse Gucci.com/au. 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 subcategories to further refine your search and 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 1300.442.878, Monday-Friday from 8AM-8PM (AEST) or via email at assistance@au-onlineshopping.gucci.com.

How do I place an order?

Depending on availability and shipping address, purchases may be made either directly through Gucci.com/au or with the assistance of our online sales associates. You can contact us at 1300.442.878 or via email at assistance@au-onlineshopping.gucci.com. Please note we are available Monday-Friday from 8AM-8PM (AEST).

Can I cancel or modify my order?

If you wish to cancel or modify your order, please send an email to assistance@au-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 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/au. If the item you are browsing is eligible for this service, you will see a link "monogramming" on the right hand side of the product page. Select this option to choose two to three intials to be embossed in gold on your item.

You can also explore all Gucci products available for personalisation by visiting our "women", "men", or "gifts" section and clicking on the "monogramming" 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
- manage your saved items
- save credit card information to expedite checkout
- discover recommended items

Do you have seasonal sales?

Please register on Gucci.com/au 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 on 1300.442.878 and we will be glad to assist you.

Product Information
Expand All Collapse All
Which Gucci products are available for purchase on Gucci.com/au?

Gucci products available for purchase online include handbags, wallets, accessories, shoes, luggage, jewellery, watches, gifts and fragrances. Products on our site are subject to availability.

How many units of each product may I purchase on Gucci.com/au?

You may purchase up to five items per style depending on the availability. 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?

For enquiries regarding items that are unavailable online, please contact us on 1300.442.878 or via email at assistance@au-onlineshopping.gucci.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 statuses.

- "your selection is available": the item is in stock in our warehouse and can be dispatched in 1-2 business day(s) from the moment of the order.
- "the product will ship within one week": the item is not in stock and it needs to be requested to our central warehouse; it will be shipped in approximately 1 week.
- "your selection is available for pre-order": 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 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/au or in our Gucci Boutiques it is guaranteed to be authentic.

Where do I find items that I have seen in the press/magazines?

For inquiries about Gucci products, please contact us at 1300.442.878 or via email at assistance@au-onlineshopping.gucci.com.

Payment
Expand All Collapse All
Which payment methods do you accept?

Gucci accepts the following forms of payment for online purchases:

- visa
- mastercard
- american express
- diners club
- jcb
- bpay

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 authorisation, 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 authorised for $1 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?

Prices are displayed on Gucci.com/au in Australian Dollars (AUD) and are inclusive of GST. Delivery costs shall be added to the price of the Products and are indicated separately on the order form. Delivery costs are waived when free shipping is promoted on the Website.

My order has been declined; do I need to place a new order?

If you have received an email from us informing you that your order has been declined, please contact us at 1300.442.878 or via email at assistance@au-onlineshopping.gucci.com. Please note we are available Monday-Friday from 8AM-8PM (AEST).

Shipping & Delivery
Expand All Collapse All
Which shipping options are available and what are the shipping fees?

Express
We offer Free Express shipping with all orders. All orders are processed Monday through Friday, excluding Saturday, Sunday and holidays. From the moment the order leaves our warehouse, the following delivery time frames apply:

Metro areas: 1 – 3 business days

Regional areas: 3 – 5 business days

Metro Areas include: Sydney, Melbourne, Brisbane, Canberra, Perth, Adelaide, Darwin, and Hobart.

Same Day Delivery, Sydney Inner City 

Orders placed with same day delivery are expected to be delivered before 6pm on the date of order, subject to the following conditions:

 

  • Same day service is available for eligible orders placed by 1:00PM (AEST) Monday through Friday. Same day deliveries cannot be made on public holidays.
  • Same day delivery service is available for shipment to selected Sydney Inner City post codes. If you are eligible for this service, the option will appear during checkout, upon entering your postcode into the “POSTCODE” field within the “Shipping Address” section at checkout.
  • Same day delivery service is available for item(s) in your order that are immediately available for shipment and is not available for Monogram or Special orders.  
  • The delivery time may vary depending on the destination postcode.
  • Purchases may not be shipped to P.O. boxes and all orders require a signature upon delivery.

Please note that Gucci does not ship to P.O. Boxes and that all orders require a signature upon delivery.

We will endeavour to keep you informed throughout the order and delivery process. For more information, please contact us at 1300 442 878 or via email at assistance@au-onlineshopping.gucci.com.

Where does gucci.com/au ship?

Purchases made on Gucci.com/au can only be shipped to addresses within Australia. Please note we do not ship to PO boxes. 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 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.

Can I ship to a P.O. Box?

Purchases may not be shipped to P.O. boxes, or to any address outside of Australia.

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 shipped via TNT Couriers. If no one is available to sign for the package, collection or re-delivery can be arranged directly with TNT Couriers or by contacting us on 1300.442.878 or at assistance@au-onlineshopping.gucci.com.

How can I track my order?

Gucci will send you a shipping confirmation email as soon as your purchase has been shipped, which will allow you to track your order's status and the progress of your delivery. In addition, your personalised account on Gucci.com/AU will allow you to follow your order status.

Should you require more information or assistance, please contact Client Services on 1300.442.878 or at assistance@au-onlineshopping.gucci.com.

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 your location, as estimated below:

(i) METRO AREAS: 1 – 3 business days
(ii) NON-METRO AREAS: 3 – 7 business days

Metro Areas include: Sydney, Melbourne, Brisbane, Canberra, Perth, Adelaide, Darwin, and Hobart.

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
Expand All Collapse All
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 full-priced merchandise 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.

Full-price merchandise must be returned to Gucci.com/AU within 14 days from the date of delivery.

Merchandise that has been worn, used, altered or damaged will not be accepted.

Returns and exchanges are not available for earrings, intimate apparel, swimwear, personalised items or items purchased on sale.

Gucci reserves the right to refuse return of any merchandise that does not meet the above return requirements at Gucci's sole discretion.

Merchandise returned to Gucci.com/AU 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.

How do I return an item?

Easy-to-follow return instructions are included with each shipment. When free returns are advertised on Gucci.com/au, we will arrange for collection of the first return only in its original packaging and provided boxes. For further returns, 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 return has been processed and your account has been credited. Refunds may only be issued in the same form as was utilised for payment. Please note that once a refund is processed by Gucci, it may take 10-15 working days for the funds to be available in your account. 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?

At this time, we are unable to accept returns for items purchased online in our stores. In order to exchange an item, return the original item using the return instructions provided in your shipment.

How do you exchange an item with gucci.com/au?

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 personalised products.

Gifts
Expand All Collapse All
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/au orders come with complimentary gift packaging.

Can I get my purchase gift-wrapped?

All Gucci.com/au orders come with complimentary gift wrap in a signature Gucci gift box tied with a Gucci satin ribbon. 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 here.

Care & Repair
Expand All Collapse All
How do I repair an item?

Gucci offers a repair service for Gucci products purchased from Gucci.com/au, any Gucci boutique or any other Gucci-authorised retailer. Please contact our Client Service and After Sales department for enquiries about replacement parts or repairs for your item, providing as much detailed information as possible. Their contact information is:

Gucci Client Service and After Sales Department

Gucci Australia Pty Ltd
Level 26, 201 Elizabeth Street
Sydney
NSW 2000, Australia

E-mail: clientservice.au@au.gucci.com
Tel: 1300.442.878

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. Authorised 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.

Product Authenticity
Expand All Collapse All
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 authorised franchisees, department and specialty stores and on Gucci.com/au. A complete list of Gucci boutiques is published here.

Does Gucci gurantee the authenticity of all products sold on gucci.com/au?

Yes, we guarantee the authenticity of all products purchased on Gucci.com/au.

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 characterise 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 counterfeit@gucci.com. 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.

Contact Us
Expand All Collapse All

For any enquiries related to products or online orders please contact us at 1300.442.878 or via email at assistance@au-onlineshopping.gucci.com. Please note we are available Monday-Friday from 8AM-8PM (AEST), excluding holidays.

Have a question we have not answered?

Go to contact us
Snapchat Gucci

Thank You

You are now signed up for the Gucci newsletter as
To receive more personalized content, including access to special events and the latest news in your area, please provide the following details:
(OPTIONAL)
Forgotten Password
Please enter the email address you registered with, and we will send you a link to reset your password.
Thank you
An email has been sent with instructions to reset your password.

You are using an older version of Internet Explorer. As a result, some features of this site may not work optimally. For the best site experience possible, please update your browser. Thank you.