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FREQUENTLY ASKED QUESTIONS

Purchasing Online
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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 subcategories to further refine your search and 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 assistance@ca-en-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 877-482-2499 or via email at assistance@ca-onlineshopping.gucci.com. Due to high call volumes, we advise you to email us or leave us a voicemail, to which we will reply as soon as possible. For product inquiries, please include the style number and size if applicable.
Please note we are available Monday-Friday from 8AM-10PM(EST) and Saturday 9AM-10PM(EST), excluding holidays.
Can I cancel or modify my order?
Once an order has been successfully submitted, it cannot be cancelled or modified. We advise you to follow the return instructions included in your package, or refuse the shipment upon delivery, and it will be returned to our attention. Please allow 7 to 10 business days for your refund to be processed.
Do you offer price adjustments?
If an item you have purchased at Gucci.com 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@ca-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:
(1) store multiple shipping and billing addresses to expedite your checkout;
(2) save the contents of your shopping bag for later;
(3) easily access your current order details and history;
(4) save credit card information to expedite checkout;
(5) manage your saved items;
(6) discover recommended items.
Product Information
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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 fragrance. 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 five items per style.
What should I do if an item I want is unavailable?
Due to high transactions volume, we are unable to locate items that are not showing an immediate availability online. We advise you to check our selection regularly or to make another selection.
How do I know my size?
Each product page will include a size guide with general recommendations to help determine your best fit.

If you need additional assistance please contact us assistance@us-onlineshopping.gucci.com.
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 email us at assistance@ca-en-onlineshopping.gucci.com.
Payment
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Which payment methods do you accept?
Gucci accepts the following forms of payment for online purchases:

(1) visa
(2) mastercard
(3) american express
(4) 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 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
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Which shipping options are available and what are the shipping fees?
Express Service: 3-5 business days with deliveries made Monday-Friday

All orders are processed Monday through Friday, excluding holidays. Deliveries are made Monday through Friday, excluding holidays. Gucci cannot be held responsible for unanticipated delivery delays beyond Gucci's control.

Item(s) that are not immediately available will be placed on a priority waiting list and will be shipped once they become available. We recommend reviewing your order details on the order review page before submitting your order and in the purchase 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 Canada, for delivery to Canadian addresses. 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, hotels, freight forwarders or to any address outside of Canada. To bill an order to your APO/FPO address, please contact us via email at assistance@ca-en-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. To estimate the total delivery time for immediately available items, please allow up to five business days from your order date to process your order for shipment, and allow an additional 3-5 business days for delivery of your order.

To estimate the total delivery time for priority wait listed items, please refer to your purchase 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.
When can I expect delivery of my order?
To estimate the total delivery time for immediately available items, please refer to the shipping window provided at check-out and allow 5 additional business days for delivery of your order.

To estimate the total delivery time for priority wait list items, please refer to the estimated shipping dates in your purchase confirmation email. 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.

A confirmation containing your delivery details will be emailed to you as soon as your purchase has been sent out for delivery.
Returns
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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. However, all PayPal purchases must be returned exclusively to Gucci.com.

Sale merchandise must be returned exclusively to Gucci.com within 10 days from the date of delivery.

Online purchases may not be returned or exchanged at Gucci outlet stores, department stores or other wholesale distributors.

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.
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 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 to the form of payment that was utilized for the purchase. For Visa, Mastercard, American Express, Discover and pre-paid gift cards, we will reimburse the card used. 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, corporate gifts, and any PayPal purchases must be returned exclusively to Gucci.com. 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
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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 which includes 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. 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 assistance@ca-en-onlineshopping.gucci.com.
Care & Repair
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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
M5S 1N5
Toronto, Ontario
tel 416.963.5127

The Fairmont Hotel Vancouver
900 West Georgia Street
V6C 2W6
Vancouver, British Columbia
tel 604.488.0320

Watch Repairs*

TimeRevolution.com
5250 Satellite Drive Unit # 13
Mississauga, ON L4W 5G5
tel 877.338.6391

* For timepiece repairs, please also include your limited timepeice warranty card. Please refer to our timepiece warranty.

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 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:

G.O.S 50 Hartz Way Secaucus, NJ 07094, United States
Can I go to a Gucci boutique for alterations?
Please contact your nearest Gucci boutique to inquire about alterations for products purchased from Gucci.com. To locate your nearest Gucci boutique, please visit our store locator.
Product Authenticity
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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. To locate a store near you, please visit our store locator.
Does Gucci gurantee 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
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Contact Us
Due to high call volumes, we advise you to email us or leave us a voicemail, to which we will reply as soon as possible.
For any inquiries related to products or online orders please contact us at 877-482-2499 or via email at assistance@ca-onlineshopping.gucci.com. Please note that we are available Monday-Friday from 8AM-10PM(EST) and Saturday 9AM-10PM(EST), excluding holidays. For existing orders, please include your order number and a callback phone number. Fore product inquiries, please include the style number and size if applicable.

As explained in the privacy policy, you may unsubscribe at any time to withdraw your consent to receive Gucci electronic communication.

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