常见问题

 您可以采用以下两种方式申请退货：

如需退换货，请在交货之日起30天内，将商品通过承运方寄至退货标签上的地址，或退回到此链接所列Gucci门店。  

如需退货，请在交货之日起30天内，将商品通过承运方寄至退货标签上的地址，或退回到此链接所列Gucci门店。  

退回的商品必须符合以下要求，Gucci才能接受退货并予以退款： 

• 所有商品（包括古驰美妆商品）必须保持原始状态，并附有原始标签。任何存在磨损、使用、改造或损坏痕迹的商品将不被接受。对于内衣类商品，所提供的内衣保护贴也必须保持完整。
• 对于带有退货标签的商品，仅在保留标签的情况下才支持退货。 
• 定制商品或个性化定制商品一经销售，不予退换。 
• 请注意，贴身衣物，包括泳装、紧身衣裤、袜子和内衣裤仅可以全新状态退回。请确保商品全新未使用，并保持商品包装以及所有标签完整。 
• 椅子或非标准尺寸的家饰商品需要遵守特殊的退货说明。如果您想退回此类商品，请与我们联系。 
• 在Gucci门店、Gucci奥莱店或其他零售商或分销商处购买的商品不能退回至Gucci.com。此类商品仅支持通过原始购买渠道退回。 

如需了解更多信息，请参阅我们的《销售条款》。

通过承运方换货： 

1. 如需更换相同商品的不同尺码，请访问订单确认电子邮件中的链接，或登录并前往“我的订单”。如需进行其他类型的换货，请联系我们。
2. 换货申请通过后，预付运输标签将通过电子邮件发送给您。 
3. 使用原始包装包好您的商品，包括棉质帆布托特包以及全部配件、说明书、标签及退货标签等。请注意，您的商品必须处于未使用的崭新状态，且保护层完好无损（如适用）。
4. 打印预付运输标签并将其贴到包装上，致电退货申请邮件上注明的电话号码，或完成线上退货流程时弹出的退货感谢页面上的电话号码，直接联系承运方安排取件。您还可以通过以下链接https://mydhl.express.dhl访问“MyDHL+”，或使用DHL Express移动应用程序安排取件。首先，选择您要安排取件的国家/地区，然后使用退货标签上的运单编号，选择“安排取件”选项。 
5. 使用预付运输标签运输的所有退货订单均为免费。请注意，对于通过其他承运方服务退回的商品，Gucci恕不负责，我们建议使用预付标签。若出于任何原因，您没有收到或找到预付运输标签，请点击此链接联系我们。
6. 您可以在预付运输标签上找到承运服务跟踪编号。您可以点击此链接https://mydhl.express.dhl访问“MyDHL+”，或使用DHL Express移动应用程序，输入此编号跟踪您的退货进度。 
7. 我们会在仓库收到退回的商品后的14个工作日内处理换货，并将款项原路返还至您的付款账户。请注意，若退回的商品不满足我们的退货政策，我们将把商品退还给您且不予退款。 
8. 退货完成后，您将收到一封确认电子邮件。请注意，购买时产生的任何运费不予退还。 

请注意，线上换货仅可更换相同单品的不同尺寸。请联系我们协助您完成其他类型的换货。
对于Paypal订单，只能处理价值相同或较低的换货交易。如果您要更换价格较低的商品，我们会将多余的部分款项直接退还到您的Paypal帐户。

对于通过电汇换购价格低于先前的商品时，我们将会退还差价。反之，如果需要换购价格高于先前的商品时，则需要您补足差价。

门店换货：

1. 您可以前往此链接列出的门店退还不需要的商品。
2. 请用原包装装好您要退还的商品，并附上您在发货确认电子邮件中收到的数字版发票的打印版本。
3. 门店的顾客咨询师将很乐意帮助您处理换货事宜。

有关更多信息，请参阅我们的《在线退货政策》。

如需更多信息或有其他问题，请联系我们。

如果您希望退换货，您有30天的期限。该期限从您取货时起、或从您联系我们的客户服务人员去您提供的地址上门取货时开始计算。

通过邮寄方式退回仓库的商品将在仓库收到后的14个工作日内完成处理。退货完成后，您将收到一封电子邮件确认。但周六配送的额外费用概不退还。

但周六配送的额外费用概不退还。 

在Gucci.com上购买的礼品可以退货。但是，退款只能退至原始购买时的付款渠道。

请参阅我们的《在线退货政策》以了解更多信息和退货说明。

定制或个性定制商品订单一旦成功提交，就无法取消、修改或退货。这些商品一经销售，不予退换。 

*与我们联系以接收偏远地区的信息。

部分地区可在结账时选择“周六配送。

如果产品附有“1-3周内有货”标签，即表示该产品可以立即购买，但在1-3周内不会配送。请查看产品描述页面和结账时注明的预计配送日期。 

 如果您无法在Gucci.com上购买某款商品或某个尺码，您可以通过点击“查找有货直营门店”，寻找附近售卖此款商品的Gucci门店。

定制商品仅在提交订单后开始定制。下达订单后，Gucci客服将与您联系以确认您的订单详情和付款情况，而后我们便会专门为您定制。

定制商品涵盖Décor系列的家具，包括扶手椅、床沙发凳和折叠式装饰屏风。

请注意，定制商品订单一旦成功提交，便不能取消、修改或退货退款。此类商品一经销售，不予退换。 

您可参照每个产品页面中的尺码指南选择适合的尺码。

如果您想了解某个特定品类的详细尺码信息，请前往产品页面了解更多。  

戒指和手镯尺码指南

Gucci腰带尺码指南

Gucci服饰尺码指南

如您还需其他帮助，请与我们联系

Gucci商品均采用优质的材料、设计和工艺精制而成。“意大利创作”是Gucci品牌基因不可缺少的一部分，这是一种文化取向，是几代人积累起来的知识和和经验，也是一份沉甸甸的使命，正是它让Gucci成为全世界最受欢迎的精品品牌之一。Gucci仿冒品是Gucci正品商品的复制品或仿制品，旨在误导消费者，并且其品质可能十分低劣，不具备Gucci正品应有的细节和精湛工艺，有时可能标价更高。

我们保证通过官网Gucci.com和Gucci精品店购买的所有商品均为正品。

如果您想举报仿冒品或可疑网站，请发送电子邮件至counterfeit@gucci.com，并在邮件中尽可能详尽地提供有关仿冒商品或网站的描述性信息。

Gucci致力于贯彻一种可持续发展的文化，以负责任的态度对待我们社区内的人与环境。我们不断在寻找更具可持续性的材料和制造工艺，以开发对环境影响更低的商品、构想创新型解决方案，照顾那些协助我们达成目标的人。

Gucci在线购物支持以下付款方式： 

• Visa
• MasterCard
• PayPal*
• American Express
• 银行转账**
• Apple Pay
• Klarna***

*沙特阿拉伯、科威特和卡塔尔不支持PayPal付款。  

如果您需要取消或修改订单，请尽快与我们联系。我们将尽力满足您的要求，但不能保证您的订单在提交后一定可以进行调整。已经在处理的订单不得取消或修改；您可以根据Gucci的在线退货政策进行退货。

定制商品和个性化定制商品订单提交后便无法再取消或修改。这些商品一经销售，不予退换。

如果您收到我们取消订单的通知邮件，请通过网站重新下订单，或联系我们。

Gucci与Klarna开展合作，提供月度支付解决方案。请继续阅读，了解详情。

对于有货并可立即购买的商品（有关其他库存情况，请参见此处），您可以选择以下配送服务：

配送时间是自您的订单发货之时起的预估时间，并非下单时间

商品发出后，您将收到一封确认电子邮件，其中包含一个链接，可通过承运方跟踪您的订单。

出于安全原因，商品送达时需要成年人签收。如果您无法签收包裹，请与我们联系 

订单可能无法配送至邮政信箱。

目前，每份订单只能配送至一个地址。如需配送至多个地址，请为每个位置单独下一份订单。

 结账时，您可以在选择配送方式时选择到店自取。遵循三个简单步骤，就可在London Bond 门店享受新的免费配送方式。

• 添加商品至您的购物袋
• 结账时选择到店自取的配送方式
• 选择门店

您的订单寄放到店后，我们会通知您何时可以取货。您将有14天时间前往精品店取货，无需预约，只需在抵店后告知客户顾问，他们将指导您完成整个过程。如果在此期间您未到店取货，您的订单将被取消并退款。

我使用的是本人的MY GUCCI账户
您需要携带确认取货电子邮件以及身份证明。

我使用的不是本人的MY GUCCI账户，但账单明细中使用的是我的姓名
您需要携带确认取货电子邮件以及身份证明。

以上情况均不适用
您需要出示以下信息：

• 身份证明
• MY GUCCI账户持有人或账单信息中相关人员的身份证明原件或电子版
• 填写完整的授权表，您也可以通过电子邮件提前将授权表发给门店（可在此处下载）
• 确认取货电子邮件副本或复印件

在线结账时，您可以选择包含个性化定制礼品信息，并在订单发票上隐去价格。所有Gucci.com订单均赠送礼品包装。

Gucci提供个性定制选项 为您选购的商品打造别致的定制外观。 

有关适用于企业礼品的完整条款和条件，请联系我们。

Gucci會為從Gucci.com、Gucci店舖及Gucci授權零售商購買的產品提供產品保養及維修服務。  

Gucci为从Gucci.com、Gucci门店和Gucci授权零售商处购买的产品提供售后服务。

如需帮助或服务，您可以：
• 前往购入产品的Gucci授权零售商或任意Gucci门店
• 联系Gucci客户服务

对于Gucci腕表，请参照以下说明。

如您需要Gucci腕表方面的帮助或服务，您可以： 

• 前往下方链接中列出的任意一家零售商或授权服务中心。 
• 联系Gucci客服。 

Gucci为从Gucci.com、Gucci门店和Gucci授权零售商处购买的腕表提供两年全球联保。 

对于高级腕表和高级制表系列产品*，Gucci提供延长的售后服务期限： 

- 为高级腕表单品提供五年全球联保。 

- 为高级制表系列单品提供为期八年全球联保，另提供附加服务。  

点击此处可获得Gucci腕表的完整保修信息。

GUCCI保修证书 

为了履行Gucci保护环境的承诺，于2022年3月1日之后购买的所有腕表，Gucci将不再提供纸质证书，而为顾客提供数字证书。 

欲查看腕表的保修状态并下载证书，敬请访问watchwarranty.gucci.com。 

如何查找腕表的序列号

Gucci的每款腕表都拥有唯一编号，即序列号，由8个数字组成。 

该序列号刻在您的腕表表壳的背面。 

 "我们一向秉持全面的世界观，致力于减少对环境的影响，开发环保型采购方案、环保材料、制作方式和循环创新。同时，我们支持人们行使他们的权利，并倡导包容和尊重。

从原材料的选择和可追溯性开始，古驰保证在内部和供应链中尊重国际公认的社会和环境责任标准，坚持我们对商业道德和可持续管理的承诺。请浏览古驰数字版环境损益（EP&L）核算表了解详情，欢迎访问Gucci Equilibrium古驰平衡计划，探索更多内容。

Gucci Equilibrium古驰平衡计划将品牌所坚持的原则与所采取的行动统一，守护全人类的共同未来。欲了解更多信息，请前往equilibrium.gucci.com，或通过instagram.com/GucciEquilibrium探索Gucci Instagram官方账号，了解品牌为实现社会和环境可持续所做的努力。官网上每件商品的详情页面将突出显示我们商品的可持续特征

 作为减少环境影响承诺的一部分，我们致力于在各个系列中选用环保材料，促进可持续制作流程，同时始终确保卓越的工艺和质量。我们的原材料采购符合开云集团针对原材料和制作流程设立的标准。

 古驰和开云集团致力于维持和保护生物多样性和生态系统功能，尊重动物福利。

 在美国人道协会和意大利动物权益组织的支持下，2017年，古驰宣布自2018春夏系列起全面停用皮草。发布这一决定后，古驰也加入了国际反皮草联盟的零皮草销售厂商计划。欢迎访问Gucci Equilibrium古驰平衡计划，了解古驰零皮草政策。

古驰承诺使用更多的可持续性材料，尽可能减少塑料的使用，从而减少对环境的影响，保护生物多样性。

古驰致力于以可持续的方式采购商品所需的珍稀宝石和金属。为了减轻开采和提取原生原料对环境的影响，古驰致力于在2025年之前最大限度地使用可回收贵金属制作配饰的配件及珠宝。

古驰恪守开云责任黄金框架采购黄金，这是一种负责任且符合道德规范的创新型黄金采购方式，古驰同时也是责任珠宝业委员会（RJC）的成员，该委员会的使命是在整个黄金、铂金和钻石供应链中促进负责任、符合道德、社会和环境规范的最佳实践。

所有纸张和硬纸板均源自可靠的管理来源。为了在其使用寿命结束时便于回收，这些纸张未进行涂层加工。购物袋的提手为拧花设计，由100%再生聚酯纤维制成，且手工打结方式有效避免使用胶粘剂及其他易分解材料。防尘袋和西装防尘套采用再生棉制成。丝带由100%棉制成，衣架采用回收的聚苯乙烯制成。

我们已经优化了电商渠道的包装，不再使用塑料，取而代之的纸张均来自可持续管理的来源，重新设计的包装盒还可供重复使用。 

古驰对未来的愿景是将循环经济的原则融入设计和创作过程。为了支持这一战略，所有系列都已着重使用可回收和可再生材料，并在整个供应链中扩大塑料的可回收和再利用。品牌还增加了工业后纺织废料中纤维和材料的使用，如纱线和未使用的面料。欢迎访问Gucci Equilibrium古驰平衡计划，了解有关循环计划的更多信息。

古驰保证最高标准的动物福利，并遵守所有适用的法律和法规。自2017年10月停用皮草以来（见“古驰是否使用真正的毛皮？”常见问题解答），不含动物成分的商品已经拥有更多可持续的选择，包括使用皮革替代品，如创新可持续材料Demetra。这种材料含有至少70%的植物原料和可再生资源（粘胶纤维、木浆、生物基聚氨酯），由古驰的意大利工厂生产，采用与鞣制技法相当的工艺，使其具备柔软及可延展的优良特性。从2020年6月起，顾客可以通过古驰官网了解古驰商品的所有可持续发展特征。

古驰保证在内部和供应链方面尊重国际公认的社会和环境责任标准，坚持我们对商业道德和可持续管理的承诺。古驰与信赖的供应商网络密切合作，并确保其遵守古驰可持续发展准则和道德标准。欲进一步了解关于古驰在整个业务中对社会和环境可持续发展的承诺，请访问Gucci Equilibrium古驰平衡计划，阅读我们负责任的供应链相关信息，详细了解《企业可持续发展与责任政策》。

拥有MY GUCCI账户即可畅通无阻地访问我们的数字世界。加入古驰社区，即可第一时间选购新款设计，并探索Gucci App的专有功能，如古驰复古游戏厅、壁纸和贴纸。  通过保存您的收货地址和付款信息以节省结帐时间，从而简化购物流程。同时您只需登录即可跟踪包裹，尽享畅快购物体验。  拥有MY GUCCI账户，您可以添加商品至心愿单，打造自己的系列收藏，并获取客户顾问提供的个性化建议。 

访问我们的注册页面（此处），我们热忱欢迎您加入品牌粉丝的阵营

订阅以接收有关最新系列发布、新闻资讯等内容的Gucci电子邮件。您可以创建并登录账户，在“账户设置”下选择接收Gucci电子邮件来进行订阅。

登录到您的账户

取消订阅即可退出我们的邮寄名单。 

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NFT stands for non-fungible token. Each token represents rights to a unique digital asset or collectible such as an avatar, wearable, skin or piece of digital art. You need a digital wallet and cryptocurrency or a digital currency in order to purchase one. Your cryptocurrency is managed by a special technology which is referred to as a blockchain—refer to question 5 in order to find out how to obtain your own NFT.

An NFT is a non-fungible token, the ownership of which is recorded on a blockchain and which is purchased using a digital wallet. You can think of the blockchain as a digital ledger of transactions that exists online, which ensures that each NFT has only one owner at any given time and keeps a record of the history of a token’s ownership. A smart contract is computer code that is associated with an NFT and runs on the blockchain. It is self-executing code which is used to create or “mint” the NFT and which controls the function and transfer of the NFT, and information regarding the terms of sale and resale of the NFT between the buyers and sellers, including any resale royalty. Each NFT is like an original piece of art or a specific instance of a signed series of numbered prints. While you can take a picture or buy a replica of a piece of art, each token has a unique ID and represents a specific instance of the digital work. This uniqueness creates provable scarcity which creates value for the NFT. Essentially, an NFT is associated with a digital asset and is purchased using a digital currency. These digital assets are most commonly unique items such as digital collectibles like avatars, wearables, skins or digital art, However, NFTs may also provide access to a community or project benefits.

Once you have your NFT, you are 100% the owner of the token. Therefore, you can keep it, give it or trade it with others, just like a physical collectible. However, often there is only a limited license to the digital asset associated with the NFT and the creator(s) retain the intellectual property (including copyrights and trademarks) associated with the digital asset. The license specifies what you can and cannot do with the digital asset and the associated intellectual property. Often, the license provides the right to display the digital asset for personal, non-commercial use or to transfer the NFT to a third party on a secondary market. But the license terms can vary. It is important to read the license to understand what you can and cannot legally do with the digital asset and associated intellectual property.

A digital wallet is typically a piece of software that is used to transact with cryptocurrency and tokens. You don't actually store cryptocurrency or NFTs in your wallet. Each wallet has a unique wallet ID (referred to as a public key). Each NFT has a unique token ID. The blockchain records ownership of an NFT by associating its unique token ID with a unique wallet ID and storing that record on the blockchain. To buy or sell an NFT, the wallet owner must enter a private key (which is like a password) to authorize the transaction via the wallet. The public and private keys are cryptographically generated. With most digital wallets, you hold the keys and are in charge of your own assets. Your assets are only as safe as your private key, so it is advisable to back it up and not share it with anyone. Never give your Secret Recovery Phrase or your private key(s) to anyone or any site, unless you want them to have full control over your assets. To make the process of setting up a wallet user-friendly, there are many software wallets, such as Metamask, which equip you with a wallet address, key vault, secure login, and backup options to manage your digital assets securely. Metamask runs as a browser extension and/or mobile app, and you can be up and running in just a couple minutes. Learn more at Metamask .

Open Google Chrome, Firefox or Brave on your computer and install the Metamask browser extension. Alternatively, download and install the Metamask App for iPhone or Android .
Open the app and choose “Create Wallet”. Create a username and password. Important: Make sure you safely record your Secret Recovery Phrase and store it somewhere secret and safe, as this is the only way to recover your wallet if you lose your device, or ever need to install it on another computer.

We want to be sure that you can be the real owner of your NFTs, in the same way that you are the owner of physical Gucci items. This is why we want you to have your own wallet and feel comfortable controlling your own NFTs.

Cryptocurrency is a digital currency or, more technically, a store of value that uses blockchain security to record and secure online transactions. Cryptocurrency can be used to buy goods and services. Most commonly, cryptocurrency is used to buy unique digital items such as digital collectibles like avatars, wearables, skins, or art, but more and more business are beginning to accept cryptocurrency as a form of payment. Cryptocurrency can be purchased with fiat currency (e.g., dollars) on various platforms. You should exercise caution and research in determining which kind of cryptocurrency to purchase because not all projects comply with various regulations. Ethereum (ETH) is a cryptocurrency that is accepted on the Gucci Vault.

You can purchase ETH through an online exchange such as Kraken, Coinbase or directly through Metamask. Once you have completed your purchase, you will be able to access your funds through Metamask or another compatible digital wallet to purchase an NFT. Please keep in mind that there are limits on how much you can buy and sell based on your account and the platform you are using.

Ethereum is the most frequently used blockchain. It requires “gas” to use—you can think of this as being similar to a processing fee for each transaction. You must have enough ETH in your wallet for the cost of your purchase and the gas. The gas fee enables your transaction to be processed on this network and to be stored on the blockchain. The gas fee per transaction can fluctuate based on network supply and demand. You can set a gas limit as the maximum amount of gas you are willing to use on any given transaction. If the actual amount of gas needed turns out to be lower than the limit you specified, the remaining gas will be returned to you. But if your limit is too low, either your transaction will not be processed or the transaction will fail and you may lose that gas. When making your purchase, your wallet can facilitate the calculation of the estimated gas price to make the transaction. See here for more information on how Metamask estimates gas fees.

Following the end of the primary sales, your NFTs are automatically visible and tradeable on OpenSea – the leading open NFT marketplace - and potentially on other platforms. NFT marketplaces enable creators and collectors to buy, sell and create. After connecting your wallet, you can purchase, auction or sell a wide range of NFTs.

There are risks associated with using Internet and blockchain based products (like NFT and Cryptocurrencies), including, but not limited to, the risk associated with hardware, software, and Internet connections, the risk of malicious software introduction, and the risk that third parties may obtain unauthorized access to your third-party wallet or Internet accounts through scams and frauds. We care deeply about maintaining and protecting the security of all of our users and guarantee a safe shopping experience, you should be aware of those risks and follow carefully the specific guidelines provided by the service provider (eg: Discord Trust & Safety, OpenSea Users Safety, MetaMask Privacy & Security, Sandbox Account and Wallet Security).

To use our service, you must use a third-party wallet which allows you to engage in transactions on a blockchain. Gucci does not have custody or control over any blockchain, digital wallet or digital wallet private keys or other third-party technology or services that you may use in connection with accessing our services (“Third-Party Tools”). We are not responsible and shall not be liable for any loss or damages you may incur as a result of using any Third-Party Tools. Any links or references we provide to any Third-Party Tools are for convenience only and we do not approve, monitor, endorse, warrant, or make any representations with respect to Third-Party Tools. All use of Third-Party Tools is at your own risk. NFTs exist only by virtue of the ownership record maintained by the relevant blockchain (e.g., Ethereum network). Any transfers or sales occur on the associated blockchain (e.g., Ethereum). We cannot effect or otherwise control the transfer of ownership of any NFTs or associated digital assets. NFT transactions are generally irreversible. We are not responsible or liable for any sustained losses or injury due to user error or any failure or errant behavior of software (e.g., wallet, smart contract), blockchains, or any other features of the NFTs. You understand and agree that, to the maximum extent permitted by law, the service is provided on an “as is” and “as available” basis and that we expressly disclaim any warranties of any kind, either express or implied.

The 10KTF Gucci Grail Mint Pass is a single-use Mint Pass and will offer no future benefit beyond access to the 10KTF Gucci Grailed NFT. However, in addition to owning a unique NFT crafted by Wagmisan and designed by Gucci, owning a 10KTF Gucci Grailed NFT may qualify you for future drops and/or utility included in the Vault and 10KTF roadmaps. For more information, please join the official GucciVault and 10KTF Servers on Discord.

Yes, the opportunity to request a handcrafted ceramic statue is included with each NFT. For the first drop, anyone who had the Janky NFT in their wallet on June 17, 2022, were able to decide if they would like to claim a statue, or not. The physical element will continue to be optional for the second NFT drop.

On February 1, 2022, the first NFT drop featuring Janky was minted at 1.5 ETH. It can currently be purchased on secondary marketplaces such as OpenSea where prices vary. The second drop, featuring Guggimon, is airdropped for free to anyone who had an NFT from the first SUPERGUCCI drop.

500 NFTs were minted for both the first and second drops. 

Yes, both the first and the second drop of SUPERGUCCI are part of our Journey shared on our Discord.