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FREQUENTLY ASKED QUESTIONS

Covid-19 Inquiries

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How is Gucci ensuring both clients and employees are safe in Gucci locations?

Distance, respect and protect
At Gucci, the health and well-being of our clients, teams and communities are our top priorities and our guiding principles are distance, respect and protect.
All stores that are reopened will be following these strict safety protocols based on current guidance from public health officials and local governance to ensure we continue to help fight the spread of the virus. Should you have any questions or need assistance, please contact us.

All Gucci employees will wear face coverings and perform daily health screenings (including daily temperature checks and health questionnaire). Fully vaccinated clients will be allowed to not wear face coverings in our store based on current CDC guidelines, unless the store is located in a store or locality that continues to mandate face coverings. Gucci asks that any client or employee experiencing COVID-19 symptoms refrain from entering the store.
Hand sanitizer is made available for your use.
Kindly use a tissue or your elbow should you need to sneeze or cough.

Social distancing
Gucci may have to  limit the number of people in our store to ensure social distancing is practiced, therefore we appreciate your patience as you may be required to wait in line to enter the store.Please practice social distancing and remain at least six feet (two arms lengths) from other persons both inside the store and while waiting in line to enter.Kindly refrain from shaking hands or other physical contact.Gucci stores will continue to accept contact-less mobile payment including Apple Pay, Samsung Pay and Android Pay.

Store sanitation
Stores are frequently cleaned throughout the day with special focus on high-touch surfaces.Fitting rooms are meticulously cleaned after every use.

Will COVID-19 impact my repair and care service?

We are happy to accept your service requests in stores that are fully open to the public. Please note that we are experiencing longer-than-usual service times following our store reopening. Please visit or contact your local store for further information.  

Don't want to wait in line while visiting a store?

Will I have to wait in a line while visiting your store?
Gucci may have to limit the number of people in our store to ensure social distancing is practiced, therefore we appreciate your patience as you may be required to wait in line to enter the store. Please practice social distancing and remain at least six feet (two arms lengths) from other persons both inside the store and while waiting in line to enter. Kindly refrain from shaking hands or other physical contact.

If you don't wish to wait , we offer our clients the ability to book a one-on-one shopping experience by appointment only, see details below:

Book an Appointment




What can I expect?
A one-on-one shopping experience! Book a private appointment and be fully immersed in the newest collections. Enjoy a personal styling session with a dedicated Gucci expert. Please note, because of limited capacity in our stores, appointments will be held for 15 minutes from the start of the reservation time then canceled, and customer entry may be limited to 30 minutes before store closure.  

How can I book a private appointment in store?
There are two ways to reach the Book an Appointment request form–from the Product Detail pages or from the Store Locator page.  

  • From the Product Detail pages, you can find the Book an Appointment feature on the right-hand corner labeled “Find in Store.” You also have the option to reserve a product, but please note appointments with a product reservation can only be scheduled 48 hours in advance and is available in select stores only.
  • From the Store Locator page, you will be able to see the full list of stores offering the Book an Appointment service. You can find our Store Locator here or in the Footer of our website.  
By clicking on Request an Appointment, you will be directed to a private appointment form. To submit your in-store appointment request, simply select your date and time preference, purpose of visit and area of interest. You can also leave a personal message for your in-store Client Advisor. You will receive an email summarizing your appointment request.   We will also ask you to provide us your contact information so that our in-store Client Advisor can contact you and confirm the date and time of your appointment.   Where is the service available? When do you offer appointments? 
Appointments are managed individually in each store depending on availability. Please find a link to the Store Locator here. 

How long does an appointment last? 
Your appointment will be scheduled for 1 hour. The in-store Client Advisor will contact you to confirm the exact time and duration of the appointment.

How can I return and/or exchange my purchase? 
In case you are booking an appointment to return or exchange an item, please note that our standard Gucci return policy applies for all purchases. Gucci will accept returns or exchanges of eligible merchandise within 14 days of purchase for in-store purchases and within 30 days for online purchases. Merchandise must be unworn, in original condition, in its original packaging and undamaged box, with original tags attached and accompanied by a valid proof of purchase. For lingerie products, the underwear protection, when provided, must also be intact. Refunds and exchanges will not be accepted for personalized products, made to measure or made to order products, or fragrance and beauty products.  Refunds will be issued in the same form as original payment. 

Can I return a product that I've purchased at the in-store locations offering curbside pick up ?

Some of our locations may only offer a curbside pickup service and are not fully open for public access. In these cases, we may not currently be able to accept your return at these locations. If you have any concerns or questions, please  Contact Us. 

Product Information

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Which products are available for purchase on Gucci.com?

Gucci.com offers products across all categories, including handbags, accessories, shoes, jewelry, décor, makeup and ready-to-wear. You can shop by runway look or discover our special capsule collections. Custom Made to Order and personalized items are also available.

 

Each product is labeled with the following availability: Available, Pre-Order, Back Order, Made to Order and Personalized Items.

Products available for immediate purchase will ship with the following delivery window:

 
Canada Standard Shipping: Delivery within 3 - 6 business days

 

For other availabilities, please see below:

 

Availability Status Delivery Window
Pre-Order These items are products from the most recent collection that can be reserved in advance within a limited timeframe. You may place a pre-order to receive this product as soon as it becomes available.  Please refer to the delivery date estimate noted on the product description page and at checkout. 
Back-Order These items are currently out of stock and not available for immediate purchase, but you may place a back-order to receive this product as soon as it becomes available. Please refer to the delivery date estimate noted on the product description page and at checkout. 
Made to Order These custom-made items are exclusively prepared for you once your order request has been placed. A Client Advisor will contact you to confirm your information and process your payment. Please refer to the delivery date estimate noted on the product description page and at checkout. 
Personalized Items These custom-made items are exclusively created for you once your order request has been placed. Payment for your order is taken immediately and your item will be delivered once it is created. Please refer to the delivery date estimate noted on the product description page and at checkout. 

 

Gucci does not offer marked down merchandise online. Sales are exclusively available through Gucci outlet locations. To find your nearest Gucci outlet, please visit our Store Locator

Does Gucci go on sale?

Gucci does not have sales, including black Friday sales and private sales. If you see Gucci items, not from an official Gucci retailer, being sold at discounted, sale or clearance prices, then chances are the item is counterfeit.

What are Made to Order items?

Made to Order items are custom-made only after an order has been requested. Once an order has been placed, Gucci Client Services will contact you to confirm your order details and payment. Your item will then be crafted exclusively for you.
 
Made to Order items include furniture from the Décor collection, such as chairs, stools and paneled screens.
 
Please note that once a Made to Order item has successfully been submitted, it cannot be cancelled, modified or returned for a refund. These items are final sale. 
 

What are Pre-Order items?

Pre-Order items are products from the most recent collection that can be reserved in advance within a limited timeframe. When purchasing a Pre-Order item you will be among the first to reserve a product in your preferred style and size. Estimated time frames are indicated on the product detail page and may take several weeks, potentially arriving sooner or later than estimated. You may always return an item or cancel your Pre-Order based on our Online Return Policy, and you will only be charged at the time of shipment. For updates regarding your Pre-Order, please contact us.

What are Back-Order items?

Back-Order items are products that are currently out of stock and not immediately available. Estimated time frames are indicated on the product detail page and may take several weeks, potentially arriving sooner or later than estimated. You may always return an item or cancel your Back-Order based on our Online Return Policy, and you will only be charged at the time of shipment. For updates regarding your Back-Order, please contact us.

What is Personalization and how do I personalize my item?

Gucci offers personalization options to give your item a unique customized finish. 

Gucci DIY

The Gucci DIY (Do It Yourself) program is a special collection including ready-to-wear, bags and accessories that can be customized with selected initials, colors, patches and materials. Wallets and totes from the coveted Ophidia line in GG Supreme canvas can be personalized with a single initial in leather, python, caiman or crystal-studded felt. The DIY knitwear collection includes cardigans, sweaters and zippered bomber jackets featuring an intarsia letter in your choice of color combinations. Discover more and create your own on our Gucci DIY page.

Embossing

Embossing is available for a limited selection of leather goods. This complimentary service allows you to emboss up to three initials in different color options, depending on the selected style.

Jewerly engraving 

Add a custom finish to selected bracelets and rings with in-store engraving. Complimenary up to three months after purchase, this service allows you to add a unique touch to your item by choosing between a range of letters, numbers and symbols in two different font sizes.

FIND YOUR NEAREST STORE

 

Please note that once you have placed an order for a personalized item, it is considered final sale and you cannot cancel, modify or return your selection. 

 

 

 

What if an item is unavailable?

If an item or size you have selected is not available for purchase on Gucci.com, you can locate it at the nearest Gucci store using the Find in Store feature on the product description page. 

If you need additional assistance please Contact Us.

How do I know my size?

Size guides with general recommendations are available on each product page to help determine your best fit.

Fit Predictor is available for our ready-to-wear and shoes. This tool allows you to determine your Gucci size by comparing it to the size you wear in other designers. Simply choose the designer, product category and size you already own, the tool will suggest a recommendation based on your information. 

 

If you would like more detailed fitting information for a specific category please select from the dedicated pages.

Ring and Bracelet Size Guide

Gucci Belts Size Guide

Gucci Clothing Size Guide

If you need additional assistance pleaseContact Us
 

Where are Gucci products made?

Gucci products are crafted with the highest quality materials, design and workmanship. Most Gucci products are made in Italy. Exceptions include watches, which are mainly manufactured in Switzerland, fragrances which are produced in France and the UK, cosmetics that come from the EU and some eyewear produced in Japan.

 

In line with our mission of responsible shopping, we are constantly searching to find more sustainable materials and manufacturing processes to develop products that have a lower impact on the environment, while still upholding our commitment to superior craftsmanship and quality. To learn more about how Gucci manages sustainability within our business, visit Gucci Equilibrium and our Corporate Sustainability & Responsibility Policy.  

 

 

How do I know if a product I have is authentic? Does Gucci guarantee the authenticity of all products sold 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. Counterfeit Gucci products are replicas or imitations of authentic Gucci products that are aimed at misleading consumers and can be of poor quality, lacking the details and the craftsmanship which characterize authentic Gucci goods and can sometimes be marked at higher prices.

We guarantee the authenticity of all products purchased on Gucci.com and in Gucci stores. 

If you would like to report counterfeits or suspect websites, please send an email to counterfeit@gucci.com, providing as much descriptive information as possible about the products or the website. 

How has Gucci committed to sustainability and responsible shopping?

Gucci is committed to implementing a culture of sustainability, with a responsible attitude towards the people and environment that make up our community. We are constantly searching to find more sustainable materials and manufacturing processes to develop products that have a lower impact on the environment, dream up innovative solutions and look after the people who help us achieve all of this.

 
We have already begun our journey, crafting select products with the use of organic fabrics, recycled materials, metal-free tanning processes and scrap-less cutting. 
 
In an unprecedented commitment to sustainability leadership in luxury and fashion, Gucci’s supply chain has become carbon neutral and we are dedicated to continuing our commitment within our Culture of Purpose.
 
To learn more about how Gucci manages sustainability within our business, visit Gucci Equilibrium and our Corporate Sustainability & Responsibility Policy.  

 

Does Gucci Tag track my location or my personal information? 

Gucci Tag cannot track or localize your position, and it can’t associate the product to your name. You can deactivate your Gucci Tag anytime at any Gucci store. Find out more in the privacy policy included with your item.  

Where can I find more information about Gucci Tag? 

When unboxing your item, you will find a QR code linking to TAG.GUCCI.COM — a dedicated page where you can learn more about how the technology works and much more.

Why is my Gucci Tag not working? 

Are you scanning the correct place? Wallets and handbags: Place your phone at the back, 4cm from the bottom. Luggage: Place your phone at the back, 4cm from the bottom of any padding or protective trims. Is your smartphone compatible with NFC? You can only access the NFC technology with a compatible smartphone with the NFC reader switched back on. Is your tag active? If your tag has been deactivated, visit any Gucci store to turn it on again. 

Can the Gucci Tag be added to any product purchased in the past?  

Gucci Tag is a new service exclusively available for a selection of items from the Gucci Aria collection. It is not possible to add it to any other products. 

Can the Gucci Tag be removed from my item? 

Gucci Tag is embedded inside your item therefore it cannot be removed. However, it can be deactivated at any Gucci store. If you choose to deactivate it, please note you won’t be able to access any information including the authenticity certificate.  

Will the Gucci Tag be added to other products? 

Gucci Tag is available exclusively for a selection of handbags, small leather goods and luggage from the Gucci Aria collection.  

How can I deactivate the Gucci Tag from products purchased online? 

Our in-store Client Advisors are available to help you deactivate your Gucci Tag at any store. If you don’t have a boutique close by, contact us for assistance. 

Orders & Payment

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What forms of payment do you accept?

Gucci accepts the following forms of payment for online purchases:  

  1. Visa  
  2. Mastercard  
  3. American Express  
  4. JCB  
  5. Discover  
  6. PayPal

 

When placing an order, your billing address must match the information linked to your payment method. If your payment is declined, please contact your bank or financial institution for assistance.

Please note, we do not accept Gucci gift cards on Gucci.com at this time.

Can I use multiple methods of payment?

At this time, we only accept one form of payment per order.

When will I be charged for my purchase?

For most items (excluding Made to Order, personalized items), you will not be charged until your order is shipped. A temporary hold will be placed on your credit card for the full amount when you place your order. Once we have verified your card details and received credit authorization, we will prepare your order for shipping and charge the full amount. Please allow up to two business days to prepare your order for shipment.

  

Made to Order items and personalized items require full payment at the time the order is placed. Once the order is received on Gucci.com, Gucci Client Services will contact you to confirm the order and process the payment.

Will I be charged sales tax?

Orders placed on Gucci.com are subject to Provincial sales taxes (PST) levied by the provinces and Goods and Services Tax (GST)/Harmonized Sales Tax (HST), a value-added tax levied by the federal government. GST applies nationally.
 
Your order confirmation will reflect an estimated sales tax and order total based on the shipping zip code entered when your order was placed. The actual sales tax will be applied at the time of shipment and may vary from the estimated tax. You will not be charged for your order until it has shipped.

Do you accept or offer Gucci Gift Cards for sale on Gucci.com?

At this time, we do not accept Gucci gift cards as a form of payment or offer Gucci gift cards for sale on Gucci.com. Pre-paid cards (such as pre-paid Visa gift cards) are accepted as a form of payment.

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

You may purchase up to five items per style. 

For corporate sales, please refer to the corporate gifts policy under the Gifts FAQ section. For assistance with placing an order, please Contact Us

 

Can I cancel or modify my order?

Orders for items available for immediate purchase cannot be cancelled or modified once they have been placed. If you would like to return your item, please refer to our returns and exchange section. 

 

Pre-orders and back-orders that have not yet shipped can be cancelled by contacting us.  

 

Made to Order and personalized items, including monogramming and DIY orders, cannot be canceled or modified. These items are considered final sale and cannot be returned.

 

Shipping & Delivery

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Which shipping options are available and what are the costs?

 

Canada

Shipping Service Shipping Fee Delivery Estimate
Standard Shipping Free 3-6 business days

 

United States

Shipping Service Shipping Fee Delivery Estimate
Premium Express (Continental U.S.) Free Please find our country specific shipping information here.
Premium Express (Alaska, Hawaii, Puerto Rico) Free Please find our country specific shipping information here.
Standard Ground - Fragrances only (Continental U.S.) Free Please find our country specific shipping information here.

 

Delivery timing is estimated from the time your order is placed. All orders are processed Monday through Friday, excluding holidays. Deliveries are made Monday to Friday from 9am - 8pm. An adult signature will be required upon delivery. Gucci cannot be held responsible for any unanticipated delivery delays beyond Gucci’s control.

Pre-order, Back-order, Made to Order and DIY items will ship on the estimated date noted on the product description page. These items will ship through Standard Shipping once they become available.

Embossed items will ship through Premium Express. Please allow 3-4 business days for your order to be delivered.

How can I track my order status?

Once your item(s) have shipped you will receive a confirmation email where you will find a link to track your order. In order to check the status of your shipment just click on the link, here you will also have the option of opting in for text updates. You will receive an email confirmation once your order has been delivered.

If you need further assistance tracking your package, please contact FedEx directly at 1-800-GO-FEDEX and provide your tracking number.

 

Is a signature required upon delivery of my order?

For security reasons, an adult signature is required upon delivery. If you will be unavailable to sign for your package, Contact Us and a Client Advisor will arrange to have your order held at a nearby FedEx location for pickup.

FedEx will make a total of three delivery attempts on three consecutive business days. After the third attempt, your order will be returned to our warehouse. 

 

Are there any delivery restrictions? Can I ship internationally?

The following delivery restrictions apply:

  • 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
  • Items purchased from the Canada Gucci website may only be shipped within Canada for delivery to a Canadian address. If you would like to ship an order internationally, you may shop from that country’s website or Contact Us and a Client Advisor will assist you. 
  • Items can only be shipped to one address per order. To ship to multiple addresses, please place a separate order for each location. 
  • Orders cannot be shipped to a Gucci store for pickup.

Can I modify my shipping address?

If you need to modify your shipping or delivery information after your order has been placed, please Contact Us as soon as possible. Shipping information, including delivery address, cannot be modified once the order has already been shipped. 

Why haven’t I received the new eco packaging with my most recent purchase?   

In accordance with Gucci’s commitment to sustainability and mission to reduce its carbon footprint, outlets and warehouses with a remaining stock of ivory giftboxes must ensure that it is utilized before they are able to fully implement any new eco packaging. If you have not yet begun receiving your purchases in this new packaging, you are playing a crucial part in the House’s mission to nurture a healthier planet.
Designed and sourced with the planet in mind is an all-new line of vintage-inspired green packaging, innovatively created to be completely recyclable and encased in a reusable Gucci cotton canvas shopper for most Gucci.com orders. In accordance with Gucci’s commitment to reducing its carbon footprint, this new eco packaging will become available once outlets and warehouses utilize the remainder of their ivory gift boxes. 

Returns & Exchanges

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How can I return a product I purchased online?

Returns may be made by mail or in store. The return window for online purchases is 30 days (10 days in the case of beauty items) from the date of delivery. You may return items by selecting "Return this Item" from your MY GUCCI account under order details, through your delivery confirmation email or by contacting a Client Advisor. Once the request has been approved, your prepaid shipping label will be emailed to you or will be available for download in your MY GUCCI account.

To facilitate a seamless process and a timely refund, please follow the return instructions below:

Return by mail:

1. Start the return process by:
- Clicking here,
- Selecting “Return this Item” from your MY GUCCI account under Order Details,
- Clicking through your delivery confirmation email, or
- Contacting a Client Advisor.
2. Pack the item(s) you wish to return in the original packaging.
3. Once your return request has been approved, please proceed with choosing one of the following options:
- Download your prepaid shipping label from your MY GUCCI account or
- Access prepaid shipping label in your return confirmation email.
4. Print the prepaid shipping label and attach it to the package.
5. Contact the courier at +1.800.463.3339 to schedule a pickup and shipment of your return. All returns shipped using the prepaid shipping label are complimentary.
6. Once received in the warehouse, returns will be processed within approximately 7-10 business days and credited back to the original form of payment. You will receive an email confirmation when your return has been completed. Please note any shipping charges incurred at the time of purchase are non-refundable.

 Return in store:

You may return your item to our Gucci locations in Vancouver or Toronto.

  • Toronto Flagship: 130 Bloor Street West, Suite 102, Toronto, Ontario, M5S 1N5, Canada
  • The Fairmont Hotel Vancouver: 710 Thurlow Street, Vancouver, BC, V6E 1V8, Canada
  • Merchandise cannot be returned to Gucci Outlets or department stores such as Nordstrom or Holt Renfrew.
  • Please bring the item(s) you wish to return in its original packaging with a printed version of the digital invoice you received in your shipment confirmation email.
  • Refunds for online orders will be issued after our store team has initiated your refund request with our Client Services team. Once received, refunds will be processed within 7-10 business days. You will receive an email confirmation when your refund has been completed.
  • Refunds will be credited back to the original form of payment. Please note, shipping fees are non-refundable. 

Please note, all items included in the package must match those you selected while generating your prepaid shipping label.

What is your online return policy? How many days do I have to return a product?

Returned merchandise must meet the below requirements in order to be accepted for a refund:

Items must be returned in their original condition within 30 days from the date of delivery. They can be shipped to the address listed on the return shipping label, or you may visit our Gucci locations in Toronto or Vancouver.

  • Beauty products may only be returned if unopened within 10 days from the date of delivery.
  • All items must be in original condition with original tags attached. All merchandise - including Gucci Beauty - that has been worn, used, altered or damaged will not be accepted. For lingerie products, the underwear protection, when provided, must also be intact. 
  • 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.
  • Made to Order, DIY, personalized items and lingerie products (including but not limited to bras, panties, swimwear and tights) are final sale and cannot be returned.
  • Please note, our mailing returns facilities can only accept merchandise purchased through Gucci.com. Items purchased at retail stores, department stores or Gucci Outlets may only be returned to the store of the original purchase.

All items must match those identified in return request.

Can I return an item that I bought online to a Gucci store?

Items purchased online may be returned, in accordance with the Online Return Policy requirements, within 30 days (10 days in the case of beauty products) from the date of delivery, to any Gucci store in Canada (excluding Gucci outlet stores or department stores such as Nordstrom, Saks Fifth Avenue, Neiman Marcus, Bergdorf Goodman, etc.). To locate a store near you, please visit our store locator.

To facilitate your return, please bring a printed version of the digital invoice you received in your shipment confirmation email. Refunds will be submitted once the return has been received and processed at the warehouse. 

 

  • Shipping costs will not be subject to refund.
  • Made to orders are considered final sale and cannot be cancelled, modified or returned.
  • Home Décor items, such as chairs or items with non-standard dimensions, may require special return instructions. Please contact Gucci Customer Care
  • Corporate gifts must be returned exclusively to Gucci.com.  
  • A different return policy may be applicable for in-store purchases. 

 

Please refer to our Online Return Policy for more information.

 

 

What is your return policy for items purchased in store?

Gucci will accept exchanges or returns of eligible merchandise within 14 days of purchase. Merchandise must be unworn, in original condition, in its original packaging and undamaged box, with original tags attached and accompanied by a valid proof of purchase. For lingerie products, the underwear protection, when provided, must also be intact.
 
Refunds and exchanges will not be accepted for personalized products, made to measure or made to order products, or fragrance and beauty products. 
 
Refunds will be issued in the same form as original payment.

 

How long does it take for a refund to be issued?

Merchandise returned by mail to the warehouse will be processed within approximately 7-10 business days from receipt. You will receive an email confirmation when your return has been completed. Refunds will be credited back to the original form of payment. Visa, Mastercard, American Express and Discover prepaid gift cards will be reimbursed to the original card used.

Are delivery charges refundable?

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

Can I return a personalised item?

Once a Made to Order DIY or personalized item has successfully been submitted, it cannot be cancelled, modified or returned for a refund. These items are final sale. 

How do I exchange an item I purchased online?

We are happy to facilitate exchanges for online purchases. To request an exchange, please contact our Client Advisors at +1.877.482.2499. Returned merchandise must meet the conditions and guidelines listed in the Online Return Policy  in order to be accepted for an exchange. Please note exchanges are subject to merchandise availability. 

 

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.
  
At this time, Gucci.com cannot offer exchanges for returned merchandise. We suggest you return the item you wish to exchange for a refund using the applicable conditions and guidelines above and place a new order on Gucci.com or with one of our Client Advisors. Please note new orders are subject to merchandise availability.
 
Please refer to our Online Return Policy for more information and return instructions.

Gifts

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What Gifting Services does Gucci offer?

Gucci offers several gifting options—from complimentary gift wrapping to personalized gift recommendations. During your online checkout, you will have the option to include a personalized gift message and exclude the price from the order invoice. 

 
Complimentary Gift Wrap
Each item will be delivered with our signature packaging including a Gucci box tied with a Gucci satin ribbon and a shopping bag, based on availability. You also have the option of including a personalized gift message during checkout and to excluding the price from the order invoice.  Please note, select items cannot be provided with complimentary gift wrapping but will be sent securely and protected with a bag.
 
Personalization
Gucci offers personalization options to give your item a unique customized finish, from embossed monogramming to our specialized DIY program. ​
 
Gucci DIY
The Gucci DIY (Do It Yourself) program is a special collection including ready-to-wear, bags and accessories that can be customized with selected initials, colors, patches and materials. Wallets and totes from the coveted Ophidia line in GG Supreme canvas can be personalized with a single initial in leather, python, caiman or crystal-studded felt. The DIY knitwear collection includes cardigans, sweaters and zippered bomber jackets featuring an intarsia letter in your choice of color combinations. Discover more and create your own on our Gucci DIY page.
 
Monogramming
Monogramming is available for a limited selection of leather goods. This complimentary service allows you to choose up to two initials in different color options, depending on the selected style.Create your Monogram.
 
Ask a Gift Expert
Need recommendations? Our dedicated Client Advisors are available to assist in finding the perfect gift, based on your specific details like ideal price range, product type and more, creating a tailor-made list of ideas. To connect with one of our Client Advisors for a personalized shopping experience, please Contact Us.
 

Can I personalize my gift?

Gucci offers personalization options to give your item a unique customized finish. 
 
Gucci DIY
The Gucci DIY (Do It Yourself) program is a special collection including ready-to-wear, bags and accessories that can be customized with selected initials, colors, patches and materials. Wallets and totes from the coveted Ophidia line in GG Supreme canvas can be personalized with a single initial in leather, python, caiman or crystal-studded felt. The DIY knitwear collection includes cardigans, sweaters and zippered bomber jackets featuring an intarsia letter in your choice of color combinations. Discover more and create your own on our Gucci DIY page.
 
 
Please note that once you have placed an order for a personalized item, it is considered final sale and you cannot cancel, modify or return your selection.
Your nearest Gucci boutique may be able to offer a wider selection of monogramming, please contact them for more information.
 
 

 

Can I get my purchase gift-wrapped?

Each item will be delivered with our signature packaging including a Gucci box tied with a Gucci satin ribbon and a shopping bag, based on availability. You also have the option of including a personalized gift message during checkout and to excluding the price from the order invoice.  Please note, select items cannot be provided with complimentary gift wrapping but will be sent securely and protected with a bag.

Can I exchange or return an item gifted to me by someone else?

Gift items purchased on Gucci.com may be returned in accordance with our Online Return Policy. However, refunds may only be issued to the same credit card used for original payment.
  
At this time, Gucci.com cannot offer exchanges for returned merchandise. We suggest you return the item you wish to exchange for a refund in accordance with our Online Return Policy and place a new order on Gucci.com or with one of our Client Advisors. Please note new orders are subject to merchandise availability.
 
Please refer to our Online Return Policy for more information and return instructions.

Can I order corporate gifts on the website?

For full terms and conditions applicable to corporate gifts, please Contact Us. 

 

What is different about Gucci’s new packaging?  

Sustainably sourced and completely recyclable materials have been brought together to form an innovative packaging that is imbued with a vintage-inspired effect. From its thoughtful construction to its embossed green design, the packaging furthers Gucci’s mission to continue making positive change well after your purchase. 

Why haven’t I received the new eco packaging with my most recent purchase?   

In accordance with Gucci’s commitment to sustainability and mission to reduce its carbon footprint, outlets and warehouses with a remaining stock of ivory giftboxes must ensure that it is utilized before they are able to fully implement any new eco packaging. If you have not yet begun receiving your purchases in this new packaging, you are playing a crucial part in the House’s mission to nurture a healthier planet.  

Care & Repair

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How do I care for my Gucci item?

Gucci products are made with carefully selected materials and should be handled with care for longer product life. Each item will ship with an insert that details suggested care information. Ready-to-wear feature an interior tag with care instructions. For more information or assistance, please Contact Us.

Does Gucci offer a warranty on its products?

Gucci offers limited warranties on select watches. Complete warranty information on Gucci watches is available here. Please Contact Us for more information.

Who can I contact for assistance with my Gucci product?

Gucci provides after sales services for products purchased from Gucci.com, Gucci stores and authorized Gucci retailers.
 
If you need assistance or service, you may:
  • Visit the Gucci authorized retailer where the product was purchased or any Gucci store
  • Contact Gucci Client Services
  • Mail the product to one of our Canadian Service Centers:
  1. 130 Bloor Street West, Suite 102, M5S 1N5, Toronto, Ontario, Tel 416.963.5127
  2. The Fairmont Hotel Vancouver, 900 West Georgia Street, V6C 2W6, Vancouver, British Columbia, tel 604.488.0320

Please enclose a detailed repair request, your contact information, and original sales slip with your item.

 

Can I go to a Gucci store for alterations?

Please contact your nearest Gucci store to inquire about alterations for products purchased from Gucci.com. To locate your nearest Gucci store, please visit our store locator.

Who can I contact for assistance with my Gucci watch?

If you need assistance or service on your Gucci watch, you may: 
 
• Visit any retailer or authorized service center listed at the following link
 
• Contact Gucci Client Services
 
Gucci provides a two-year international warranty for all watches purchased from Gucci.com, Gucci stores and authorized Gucci retailers. 
 
For Premium Watches and High Watchmaking Collections*, Gucci offers extended after sales services: 
 
- A five-year international warranty on Premium Watches collection. 
 
- A eight-year international warranty on High Watchmaking Collection, which also includes additional services.  
 
Complete warranty information on Gucci watches is available by clicking here
 
*Please note, our Premium Watch selection is available in selected stores and the High Watchmaking Collections are exclusively available at dedicated events. 
 
GUCCI WARRANTY CERTIFICATES 
In accordance with the commitment of Gucci for reducing the environmental impact, for all watches bought after March 1st 2022 Gucci will avoid paper leaflets and provide the clients with a digital certificate. 
 
Please visit watchwarranty.gucci.com to check the status of the warranty of your watch and download your certificate. 
 
HOW TO FIND THE SERIAL NUMBER OF MY WATCH
At Gucci we use a unique number to identify each watch, called a Serial Number, which consists of 8 numbers. 
 
You can find it engraved on the back of the case of your watch. 

How can I request a repair of my Gucci watch?

If you wish to bring in your timepiece for repair, you can do so by choosing to drop off your timepiece at any Gucci store or authorized point of distribution found here or send in your timepiece via mail to one of our service centers. 
Please allow 2-4 weeks for our repair assessment and an additional 2–4 weeks for the repair. Once we have received the details of your repair request in our service center we will initiate the repair evaluation and a detailed repair charge estimate will be provided to you via email once the assessment has been completed. You will be notified about the estimated repair charge and you will provide your written approval to proceed before we initiate any next steps.
 
Send in your timepiece for repair by Mail
If you wish to mail in your Gucci Watch for repair, please follow below instructions for timepiece repairs. 
Please enclose the below items in your shipment
  • Your time piece securely packaged and ready to be shipped via secured mail to our Service Center: TimeRevolution.com, 5250 Satellite Drive Unit # 13, Mississauga, ON L4W 5G5, Tel 905 282 1921
  • A detailed repair request, including the type of repair needed
  • Your contact information, including name, postal address, phone number and an email address 
  • Your timepiece warranty card  
  • The original sales receipt

 

Request your timepiece repair by dropping off your repair in one of our Gucci stores, retailers or service centers.
You may find a list of all authorized retailers by finding the location closest to you here.
Please enclose the below items in your repair request when visiting us:
  • Your time piece securely packaged 
  • A detailed repair request, including the type of repair needed
  • Your contact information, including your name, postal address, phone number and an email address 
  • Your timepiece warranty card  
  • The original sales receipt

Sustainability

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Has Gucci adopted a sustainable business strategy?

Adopting a holistic worldview, we are committed to reducing our environmental impact and helping to protect nature by developing eco-friendly sourcing solutions, low-impact materials, ways of manufacturing and circular innovations, while supporting people’s rights and championing inclusivity and respect.
 
Starting with choice and traceability of raw materials, Gucci guarantees – internally and along the supply chain - that internationally recognized social and environmental responsibility standards are respected and consistent with our own commitment to the ethical and sustainable management of our operations. 
 
In 2015, we amplified our long-term efforts to design a more sustainable business model with the ‘Culture of Purpose’ sustainability strategy, a ten-year plan which is underpinned by a series of social and environmental sustainability targets including promoting diversity and gender parity; offering our teams a sustainable and caring working environment; fostering the continuation of craftsmanship traditions; supporting supply chain transformation, generating positive social impacts and change and reaching carbon neutrality as from 2018, by reducing all greenhouse gas emissions associated with business activities, and by offsetting the remaining emissions every year. Read more on https://equilibrium.gucci.com/carbon-neutral-strategy/.
 
Despite being carbon neutral since 2018, Gucci unveiled the evolution of its strategy with the ‘Natural Climate Solutions Portfolio’—this goes beyond carbon neutrality towards a nature-positive approach that includes protecting and restoring critical forests and mangroves, investing in regenerative agriculture within our supply chain, and more broadly, giving back to nature.
 
 

How does Gucci measure its environmental impact?

Starting with choice and traceability of raw materials, Gucci guarantees – internally and along the supply chain - that internationally recognized social and environmental responsibility standards are respected and consistent with our own commitment to the ethical and sustainable management of our operations. To get a closer look, please visit our Gucci Digital Environmental Profit and loss (EP&L) and read more about our EP&L on Gucci Equilibrium.

Where can I find out more information about sustainability at Gucci?

Gucci Equilibrium unifies the principles we uphold and the actions we pursue to treat our world and each other better, for our collective future. For more information visit equilibrium.gucci.com and discover Gucci’s Instagram dedicated to social and environmental sustainability at instagram.com/GucciEquilibrium. Our products’ sustainability features are highlighted on each item’s description page through a set of dedicated icons, as shown in the examples that can be found at the following link: https://www.gucci.com/it/en_gb/pr/men/bags-for-men/totes-for-men/gucci-off-the-grid-tote-bag-p-630353H9HAN1000

Does Gucci use sustainable materials and fabrics in its collections?

As part of our commitment to reduce our environmental impacts, we are focused on incorporating low-impact materials and promoting sustainable manufacturing processes for our collections, while still ensuring superior craftsmanship and quality. We source our raw materials in line with the Kering Group’s standards for Raw Materials and Manufacturing Processes.

How is animal welfare and biodiversity protected?

GUCCI and Kering Group are committed to preserving and protecting biodiversity and the ecosystem functions and respecting animal welfare.

To ensure care and respect for animals in Kering’s supply chains, Kering has developed a suite of animal welfare standards for the Group’s suppliers at farms and processing facilities. 

At the Group level, Kering also has a dedicated biodiversity strategy which Gucci aligns with.

As a crucial part of its conservation strategy, Gucci partners with The Lion’s Share Fund to protect endangered wildlife species and their natural habitat. Find out more on Gucci Equilibrium.
Gucci launched various initiatives to help positively impact nature. Gucci has reached carbon neutrality in 2018 along its entire supply chain, by reducing all greenhouse gas emissions associated with business activities, and by offsetting the remaining emissions every year, through project for the protection of important forests, mangroves, and biodiversity every year. Find out more on Gucci Equilibrium.
 

Does Gucci use real fur?

Supported by the Humane Society of the United States and by LAV, in 2017 with the Spring Summer 2018 Collection Gucci marked the ban of fur for all its products. Following the decision, the House also joined the Fur Free Alliance’s Fur Free Retailer Program. You can read about Gucci’s Fur Free Policy on Gucci Equilibrium.

What is Gucci’s stance on recycled and single-use plastic?

Gucci commits to reduce environmental impact and protect biodiversity through minimizing the use of plastic with the choice of more sustainable materials.

Other than complying with the Kering Group’s Standards for Raw Materials and Manufacturing, Gucci prioritizes the use of recycled plastic and bioplastics for its products.
Read about the commitment regarding plastic on Gucci Equilibrium and in the Kering Standard
One of the mandates Gucci signed through the Fashion Pact in 2019 is associated with plastic consumption and waste. Aiming to eliminate single-use plastics for packaging by 2030, single-use virgin plastic has been eliminated for all e-commerce and retail packaging. Any remaining plastic components come from recycled sources.
In addition to the above, Gucci is also working to integrate sustainable options throughout its own operations and entire supply chain, including offices. 
Find out more on Gucci Equilibrium.

What is Gucci’s brand strategy about precious stones and metal sourcing?

Gucci is committed to sustainably source all precious stones and metal used for its products. To mitigate the environmental impact associated with the mining and extraction of virgin raw materials, the House is committed to maximizing the use of recycled precious metals for accessories’ hardware and jewelry by 2025.

Gucci purchases its gold through the Kering Responsible Gold Framework, an innovative way to source responsible and ethical gold, and is also a member of the Responsible Jewellery Council (RJC), whose mission is to promote responsible, ethical, social and environmental best practices throughout the gold, platinum and diamond supply chains. 
Since 2015, all gold purchased by Gucci for jewelry has been certified under the RJC Chain of Custody certification scheme.
Discover more information on Gucci Equilibrium.

Does Gucci use eco-friendly packaging?

Uncoated to be fully recyclable, all packaging has been designed with a green color that decreases the use of inks and is crafted through FSC-certified paper and cardboard from sustainably managed forest sources.
We have optimized our e-commerce packaging by eliminating the plastic in the shipment of our products in favor of paper from sustainably managed forest sources and we have redesigned the boxes for easier reuse. Stepping up our efforts, we have also incorporated more sustainable methods and materials for packaging in our logistics.

Discover more on Gucci Equilibrium.

How does Gucci promote circular economy?

Gucci’s vision for the future is to integrate the principles of circular economy into the design and creation process. To support the strategy, recycled and regenerated materials are ramped up in all collections and the recycling and reuse of plastic is expanded across the entire supply chain. The House has also increased the use of fibers and materials derived from post-industrial textile waste, like yarn and unused fabrics. Designed under Gucci Circular Lines, Gucci launched Off The Grid in 2020, a collection made from recycled, organic, bio-based and sustainably sourced materials, including ECONYL® regenerated nylon. Please visit Gucci Equilibrium for more information about our circular initiatives.

Does Gucci offer animal-free products?

Gucci guarantees the highest standards of animal welfare and complies with all applicable laws and regulations. Since the ban of fur in October 2017 (see answer to the F.A.Q. “Does Gucci use real fur?”), the animal-free offering has been increased using sustainable options, including a series of alternatives to leather like Demetra—a new material made from animal-free raw materials that are primarily from sustainable, renewable and bio-based sources and has no impediments to scalability or limitations on volume. From June 2020, clients can discover all sustainable features of Gucci products through a set of icons on Gucci.com.

How does Gucci guarantee responsible practices in its supply chain?

Gucci guarantees – internally and along the supply chain - that internationally recognized social and environmental responsibility standards are respected and consistent with our own commitment to the ethical and sustainable management of our business operations. Gucci relies on a selected network of trusted suppliers and works closely with them to ensure that they comply with the Gucci Sustainability Principles and Code of Ethics . To learn more about Gucci’s commitment to social and environmental sustainability across our business, visit Gucci Equilibrium to read about our responsible supply chain and find out more about our Corporate Sustainability & Responsibility Policy.

MY GUCCI Account

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What is a MY GUCCI account?

MY GUCCI means complete access to our digital world. Our insider community is the first to shop the latest designs and to discover the Gucci App's exclusive features—including arcade games, wallpapers and stickers.  Streamline your shopping experience by saving time at checkout by adding your shipping and payment details in one place and simply log in to track your order.  With a MY GUCCI account, you can curate your own tailor-made collection by adding items to your wish list and receive personalized advice from our Client Advisors. 

How can I create a MY GUCCI account?

Visit our registration page (here) so we can welcome you into the House.

How do I modify or delete MY GUCCI account?

To modify your personal information, including name, date of birth and email address, visit the Account Settings section under My Account. 
 
To delete your account, please Contact Us.
 

How do I sign up for the latest on what’s happening at Gucci?

Subscribe to receive Gucci emails with the latest collection launches, news and more. You can subscribe by creating and logging into your account and selecting to receive Gucci emails under Account Settings.
 
 

How can I unsubscribe to the Gucci's mailing list?

Unsubscribe to be removed from our mailing list. 

What is Gucci’s Privacy Policy?

Gucci’s Privacy Policy describes how we use your personal data collected via www.gucci.com, and by other means (e.g., via social media, cookies, etc.)

You can find information about Gucci’s Privacy policy by clicking here.

Contact Us

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Contact Us

For any inquiries related to products or online orders please contact us at +44 2074951445 or via email at assistance@uk-onlineshopping.gucci.com. Our online Client Assistants are available Monday through Saturday, between 9 AM and 10 PM, and Sunday between 10 AM and 10 PM (CET).

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