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FREQUENTLY ASKED QUESTIONS

Covid-19 FAQ

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Will COVID-19 affect my Gucci.com order?

At Gucci, our top priority is the health and well-being of our clients, teams and communities, and we have been closely monitoring the latest developments with the novel coronavirus (COVID-19). 

  • Gucci.com remains open and we are dedicated to providing you with the shopping experience you have come to know and love. 
  • Estimated shipping of available items is within 1-2 business days.  Please refer to the delivery date estimate noted on the product description page and at checkout.
  • The return window for online purchases is 30 days from the date you received your purchase. You may return products by mail following the return instructions provided in your digital invoice. You can also return your purchase to your local Gucci store and it must be within 30 days from the date you received your purchase. 
  • The return windows for in-store purchases is 14 days from the date of your purchase. 
  • Following recommendations from the World Health Organization (WHO), carriers have temporarily suspended signature requirements for most deliveries to extend its safety precautions at the point of delivery. Therefore, we are temporarily not requiring you to physically sign for your delivery. We suggest that you follow your shipment with the tracking number found in your shipping confirmation email.

If you have any concerns or questions, please Contact Us

 

 

Will COVID-19 impact my return?

At Gucci, our top priority is the health and well-being of our clients, teams and communities, and we have been closely monitoring the latest developments with the novel coronavirus (COVID-19). 

 

Online returns: The return window for online purchases is 30 days from the date you received your purchase. You may return products by mail following the return instructions provided in your digital invoice. You can also return your purchase to your local Gucci store and it must be within 30 days from the date you received your purchase. As per our standard policy, items must be unworn and in their original condition with all tags attached and accompanied by their receipt in order to be eligible for return or exchange. 

In-store returns: 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. 

 

If you have any concerns or questions, please Contact Us.

 
 

Can I return a product that I’ve purchased at the in-store locations offering curbside pickup?

Some of our locations might 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

 

Can I return a product to a store that has reopened?

We are accepting in-store returns currently at our reopened locations. For in-store purchases, we will accept a return up to 14 days after the reopening date of the store where it was purchased. Items must be unworn and in their original condition with all tags attached and accompanied by their receipt in order to be eligible for return or exchange. A Client Advisor will assist you in processing your return. 

How does 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.  

In the event your local store is closed to the public, or you have any additional questions or concerns, our Client Services are ready to assist.

 

 

Which Gucci store locations are reopening?

Please visit our store locator for the latest information on store hours and services. Please contact us to prepare your visit.

We have reopened stores at locations where we have determined, along with local government officials, that it is safe to do so. We will continue to monitor all stores and their local communities closely and will determine when and where we can reopen other store locations. This will be a phased approach since some areas of the country are recovering faster than others. Do not hesitate to contact us for more information. 

 

How can I shop safely in a Gucci store?

Face coverings

Clients are required to wear face coverings to enter a store as well as follow any local government mandates, and a disposable face covering will be provided upon request should you not have one.
Gucci is not requiring clients to wear gloves while shopping, however we encourage you to use the provided hand sanitizer upon entering our stores.
To help maintain a safe environment, our employees will be wearing face coverings at all times.
 
Temperature checks and health screenings
 
Temperature checks will be conducted prior to entering the Gucci store. Those with temperatures of 100 degrees or above will not be permitted to enter.
All Gucci employees will be performing daily health screenings (including daily temperature checks and health questionnaire).
Gucci asks that any client experiencing COVID-19 symptoms refrain from entering the store.
 
Sanitation
 
Hand sanitizer is made available for your use.
Kindly use a tissue or your elbow should you need to sneeze or cough.
Stores are frequently cleaned throughout the day with special focus on high-touch surfaces.
Fitting rooms are meticulously cleaned after every use.
Merchandise that clients have interacted with will either be steam cleaned or undergo a wait period before being re-stocked.
 

How is Gucci ensuring that its reopened stores will be safe, and customers will not be exposing themselves by interacting with Gucci employees?

For each reopened store, we will be following strict safety protocols to ensure we continue to help fight the spread of the virus. All Gucci employees will be required to perform health screening protocols, practice social distancing and wear personal protect equipment (e.g., face masks and gloves) to help maintain a safe environment for both the client and the employee. In addition, we encourage all our clients to follow safety guidelines, and will require all our clients to wear face coverings to enter a store as well as follow any local government mandates. If you are exhibiting any signs of the virus, we kindly ask you to refrain from visiting a store at this time and contact us to provide services at a later date.

How will Gucci ensure that the employees working at the store are safe?

At Gucci, the health and well-being of our clients, teams and communities is our top priority and our guiding principles are distance, respect and protect. For reopened stores, we have updated all our in-store protocols to align with the current guidance from public health officials. Safety measures have been put into place including providing face masks and gloves to all employees, availability of hand sanitizer and disinfectant supplies for workspace cleanings, frequent store sanitations and personal hygiene requirements. We are conducting employee trainings on these updated protocols to help ensure safety and compliance. In addition, we will be limiting the number of employees per shift, to allow for proper social distancing.

Are Gucci Client Advisors still available to take my orders and/or my returns?

Our Client Advisors are available to take orders and help coordinate your returns.

What if the number of COVID-19 cases begin to increase again in a location of a reopened store, will Gucci close the store?

We will continue to monitor all stores and their local communities closely and we will take any necessary actions to ensure the safety of our clients, employees and broader communities. At any time, and no matter the location, our stores will be in compliance with local governance and, if it becomes necessary, we will re-close our stores as directed by local government officials.

How is Gucci organizing fitting rooms and ensuring products touched, tried on or returned by clients are safe?

Merchandise that clients have interacted with will be set aside before being restocked. Our fitting rooms are cleaned and prepared after each use to our highest standard. All accepted returns undergo a wait period before being restocked.

Does Gucci offer any contactless payment options like Apple Pay, etc?

Gucci locations will continue to accept contactless Mobile Payment including Apple Pay, Samsung Pay, Android Pay, WeChat and Alipay.

Why do I have to wait in line?

Gucci is limiting 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.

Do you offer a washroom or disinfection?

We do have a bathroom for client use, however we also have hand sanitizer we can offer you.

Is your Client Service available?

Our Client Service Advisors are available to assist you with any question you may have. If you have any concerns or questions, please Contact Us.

COVID-19 Health and Safety in stores

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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.
 

Personal protective equipment

Clients are required to wear face coverings to enter a store as well as follow any local government mandates, and a disposable face covering will be provided upon request should you not have one.
Gucci is not requiring clients to wear gloves while shopping, however we encourage you to use the provided hand sanitizer upon entering our stores.
To help maintain a safe environment, our employees will be wearing face coverings at all times.

 

Health & temperature awareness

Temperature checks will be conducted prior to entering the Gucci store. Those with temperatures of 100 degrees or above will not be permitted to enter.

All Gucci employees will be performing daily health screenings (including daily temperature checks and health questionnaire).
Gucci asks that any client 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 is limiting 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.
Merchandise that clients have interacted with will either be steam cleaned or undergo a wait period before being re-stocked.

 

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. 

Return product

Online purchases: The return window for online purchases is 30 days from the date you received your purchase. You may return products by mail following the return instructions provided in your digital invoice. You can also return your purchase to your local Gucci store and it must be within 30 days from the date you received your purchase. As per our standard policy, items must be unworn and in their original condition with all tags attached and accompanied by their receipt in order to be eligible for return or exchange.  

 

In-store Purchases: 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.

 

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

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 need additional assistance please Contact 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.  

 

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 $0.00 or $1.00 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?

Items available for immediate purchase are estimated to be delivered as follows:

Canada

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

 

United States

Shipping Service Shipping Fee Delivery Estimate
Next Business Day $25 Please find our country specific shipping information here.​
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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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 and in their original cellophane wrapping within 10 days from the date of delivery.
  • All items must be in original condition. 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.
  • Intimates, including swimwear, tights and lingerie can only be returned in new condition. Items should be unworn, in their original packaging and with all labels attached. Due to their intimate nature, these products should be tried on wearing your own clothing underneath.
  • Made to Order or personalized items 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.

How can I return a product I purchased online?

Items must be returned in their original condition within 30 days from the date of delivery. Returns may be made by mail or in store. Purchases returned by mail can be made using the preprinted shipping label included in your package.

To make an in store return, you may visit our Gucci locations at:

  • Toronto Flagship: 130 Bloor Street West, Suite 102, Toronto, Ontario, M5S 1N5, Canada
  • The Fairmont Hotel Vancouver: 900 West Georgia Street, Vancouver, British Columbia, M5S 1N5, Canada

 

Additional return instructions and conditions are noted below.

Return by mail:

  • Pack the item(s) you wish to return in the original packaging.
  • Print and include the invoice received in your shipping confirmation email.
  • Note the item(s) you are returning along with the reason for return
  • Attach the enclosed prepaid shipping label to the package and drop it off at a FedEx location. All returns are shipped via FedEx Ground. Shipping costs are complimentary. If for any reason you are unable to locate the prepaid label, please email us at assistance@CA-onlineshopping.gucci.com, or call 1.877.482.2499. Your FedEx tracking number can be found on the prepaid shipping label. Please make note of this number for your records so you may track the status of your return.
  • Refunds will be issued to the original form of payment within 7-10 business days. 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.

 

Gucci will not assume responsibility for reimbursement or compensation in the event that return packages are lost, stolen, mishandled, or damaged (i) prior to acceptance by FedEx when utilizing the prepaid label provided by Gucci, or (ii) in the event that the prepaid label provided by Gucci is not used for the return shipment.

 

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: 900 West Georgia Street, Vancouver, British Columbia, M5S 1N5, 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 paid with credit card will be issued in store.
  • Refunds for online orders paid with other forms of payments 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. 

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?

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 listed in 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.  

 

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, 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.
 
 
 
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.
 
 

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?

Gucci provides after sales services for watches purchased from Gucci.com, Gucci stores and authorized Gucci retailers. If you need assistance with your Gucci watch we are here to help you with any questions you may have. You can contact your Timepiece Repair Specialist via email under servicecenter@gucci.com or call directly under 866-692-8244. You may also visit any authorized retailer, distribution or service center by finding the location closest to you here
You may also find care instructions and warranty information on Gucci watches here.

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

My Gucci Account

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What is a My Gucci account?

My Gucci is a membership program that gives you complete access to our digital world. As well as dedicated member only collections, our insider community is the first to shop the latest designs and to discover the Gucci App's exclusive features—including new Virtual Try on and Arcade games, wallpapers and stickers. As a part of a special connection to the House, members are the first to hear Gucci Podcast episodes with advance access. 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.  As a member 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 become a My Gucci member?

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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Client ServicesGUCCI Canada

Inquiries about Gucci website or online purchases
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