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FREQUENTLY ASKED QUESTIONS

COVID-19 FAQ

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

For each 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 (including daily temperature checks), 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 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.

Is your client service available?

Gucci Client Advisors can be contacted at this link.

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 its availability, as follows: 

 

Availability Status Delivery Window
Available These items are available for immediate purchase. 

Same Day Delivery: Orders placed before 2pm will be delivered by 9pm (Hong Kong time) today*. 

Express Delivery: 1-2 business days

Available in 3-5 business days These items are available for immediate purchase but will not ship for 3-5 business days. Estimated delivery date in 3-5 business days noted on the product description page and at checkout.
Available in 1-3 weeks These items are available for immediate purchase but will not ship for 1-3 weeks. Estimated delivery date in 1-3 weeks noted on the product description page and at checkout.
Pre-Order These items are not available for immediate purchase as they are currently in production, but you may place a pre-order to receive this product as soon as it becomes available. Estimated delivery date noted on the product description page and at checkout. 
Made to Order These items are custom-made exclusively once an order request has been made.  Estimated delivery date noted on the product description page and at checkout. 
*Only available Monday-Saturday excluding public holidays

 

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.

Does Gucci offer sales online?

Gucci does not offer sales online. Sale is exclusively available through Gucci outlet locations. To find your nearest Gucci outlet, please visit our Store Locator.

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.  

 

 

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, including 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 is personalisation and how do I personalise my item?

Gucci offers embossed monogramming services to give your item a unique customized finish.

 

Monogramming

Monogramming 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. 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.

 

How do I know my size?

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

 

If you need additional assistance please Contact Us

 

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.

 

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. 

 

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

For enquiries about Gucci products, please Contact Us.

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 with the use of organic fabrics, recycled materials, metal-free tanning processes and scrap-less cutting. 

 

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 use fur or fur products in its collections?

Starting from SS 2018 collections, we will not produce, promote or publicise any fur items. Fur means any animal skin or part thereof with hair or fur fibers attached thereto, either in its raw or processed state or the pelt of any animal killed for the animal’s fur. Accordingly, to the definition, animal, that cannot be used, include (but is not limited to) the following:
  • Mink
  • Fox
  • Rabbit (except angora)
  • Kangaroo
  • Karakul Lamb / Astrakan / Swakara
  • Raccoon Dog
Gucci is now a member of the Fur Free Retailer.
 

Orders & Payment

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What forms of payment do you accept?

Gucci accepts the following forms of payment for online purchases:  
 
  • Visa
  • MasterCard
  • Paypal
  • American Express

 

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

 

 

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 and personalized items), you will not be charged until your order is shipped. Once we have verified your card details and received credit authorization, we will prepare your order for shipping and charge the full amount. 

  

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?

All goods currently featured on Gucci.com in Hong Kong  (Gucci.com/hk) are tax-free. Your on-screen total reflects the total you will be charged.
 

Do you accept gift cards?

At this time, we do not accept Gucci gift cards on Gucci.com. 

 

Can I cancel or modify my order?

If you need to cancel or modify your order, please Contact Us as soon as possible. We will make every effort to accommodate your request, but cannot guarantee your order may be adjusted once it’s been submitted. Processed orders may not be cancelled or modified; you may return your item subject to Gucci’s Online Return Policy.

 

Once a Made to Order or personalized order has been placed, it cannot be canceled or modified. These items are considered final sale and cannot be returned.

 
 

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

If you have received an e-mail from us informing you that your order has been cancelled, please place a new order online, or contact us.

Shipping & Delivery

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Which shipping options are available and what are the shipping fees?

For items available for immediate purchase (for other availabilities see here), you may select from the following shipping services:

Delivery timing is estimated from the time your order is shipped, not when it is placed.

 

 

Shipping Service Shipping Fee Delivery Estimate from shipping
Same Day Free Orders placed before 2pm will be delivered by 9pm (Hong Kong time) today*.
Express Free 1-2 business days
 *Only available Monday-Saturday excluding public holidays
 
You will receive a shipping confirmation email with delivery details once your order has been delivered to the courier. Gucci is not responsible for any unanticipated delays beyond Gucci’s control.
 
Pre-order, Made to Order and personalised items will ship on the estimated date noted on the product description page. These items will ship through Express once they become available. You will be notified when orders are shipped.
 

 

How can I track my order status?

Once your item(s) have been shipped you will receive a confirmation email which will include a link to track your order through the carrier. 

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, please Contact Us.

 

Can I ship internationally?

Our delivery service is available in Hong Kong only.  To shop online for delivery to another country, select “Ship to: Change Country/Region” located at the top left of your screen.

 

International credit cards are subject to authorization. If unable to obtain authorization, an email will be sent to notify of cancellation. Please use an alternate card card or PayPal to complete your purchase.

Can I ship to a P.O. Box?

Orders may not be shipped to P.O. boxes.

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.
 
Please note, shipping and delivery information for orders purchased through PayPal may not be modified once the order has been submitted.
 
 

Can I ship to multiple addresses?

At this time we can only ship to one address per order. To ship to multiple addresses, please place a separate order for each location.

Returns & Exchanges

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

Returns may be made by carrier or to any Gucci store within Hong Kong. If you would like to return an item, you must notify Gucci within 14 days from the date of delivery. You will then have 14 days from the notification date to return your item to the address on the return shipping label or to a Gucci store listed at this link

 

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

  • All items must be in original condition with original tags attached. Merchandise that has been worn, used, altered or damaged will not be accepted. For lingerie products, the underwear protection, when provided, must also be intact. 
  • Beauty products may only be returned if unopened and in their original cellophane wrapping.
  • Returns on items with a return tag attached will only be honored if the label has not been removed.
  • Made to Order or personalized items are final sale and cannot be returned.
  • Due to the intimate nature of swimwear, tights and lingerie, these products should be tried on wearing your own clothing underneath.
  • Décor items, such as chairs or items with non-standard dimensions, may require special return instructions. If you would like to return one of these items, please Contact Us.
  • Items purchased at a Gucci store, Gucci outlet store or other retailer or distributor cannot be returned to Gucci.com. While items purchased on Gucci.com can only be returned to Gucci.com or at a Gucci store within Hong Kong. These items can be returned using the same channel of the original purchase.

 

For more information, please refer to our Terms of Sale.

 

How do I return/exchange an item?

Returns and exchanges may be made by carrier or in store. If you would like to return or exchange an item, you must notify Gucci within 14 days from the date of delivery. You will then have 14 days from the notification date to return your item to the address on the return shipping label or to a Gucci store listed at this link.

 

Please follow the return instructions below:

Return by carrier:

  1. Tick the box “REFUND” or “EXCHANGE” on the invoice.
  2. Pack the item(s) carefully using the original brown carton and include the original invoice before you re-seal it.
  3. Find enclosed prepaid return label and attach it to the original brown carton.
  4. Contact us to schedule a pick-up at your preferred time and location.

Return in store (within Hong Kong only):

  1. Visit any of our Gucci stores listed here with the item(s), and your original invoice, with the original Gucci branded packaging (brown carton not required).
  2. The store will process an exchange or assist with sending the item(s) back to Gucci.com/HK for a full refund.

 

Upon Receipt of Your Return(s):

For Refunds – Refunds will be made within 14 (fourteen) days after the returned item(s) are delivered to Gucci. Once a reimbursement isperformed, Gucci is not responsible for processing times of individual financial institutions.

For Exchanges - Available on size or style exchanges, a Client Advisor from Gucci.com/HK will contact you to make further arrangements.

 

Please refer to return instructions attached to your order or Contact Us for more details.

 

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

Merchandise returned by mail to the warehouse will be processed within 14 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.

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 method of payment used for the original purchase.  
 
Please refer to return instructions attached to your order or Contact Us for more details.

Can I return a personalised item?

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

Gifts

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How do I send a gift?

During your online checkout, you will have the option to include a personalized gift message and exclude the price from the order invoice. All Gucci.com orders come with complimentary gift wrap.  

What Gifting Services does Gucci offer?

Gucci offers several gifting options—from complimentary gift wrapping to personalized gift recommendations.

Complimentary Gift Wrap

All Gucci.com orders come with complimentary gift wrap which includes a signature Gucci gift box tied with a Gucci satin ribbon or gift bag. Gucci gift boxes are only available for products 45 cm x 45 cm x 20 cm and smaller. You also have the option of including a personalized gift message and excluding the price from the order invoice. 

 

Personalization 

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

 

Monogramming

Monogramming is available for a limited selection of leather goods. This complimentary service allows you to choose up to three initials in three 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, visit Gift Services for more information.

 
 

Can I personalize my gift?

Gucci offers embossed monogramming services to give your item a unique customized finish.
 
 
Monogramming
Monogramming is available for a limited selection of leather goods. This complimentary service allows you to choose up to three initials in three 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 order corporate gifts on the website?

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

 

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 method of payment used for the original purchase.  
 
Please refer to our Online Return Policy for more information and return instructions.

Care and Repair

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Who can I contact for assistance with my Gucci product? Does Gucci offer repairs?

 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 retailers where the product was purchased or any Gucci store.

Contact Gucci Client Services.

 

For Gucci watches, please refer to the section below.

Can I go to a Gucci store for alterations?

Please contact your nearest Gucci store to enquire about alterations for products purchased from Gucci.com or any Gucci stores. To locate a store near you, please visit our store locator at http://www.gucci.com/hk/en/store-finder.

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 or service on your Gucci watch, you may:
• Visit any retailer or authorized service center listed at the following link.
 
Complete warranty information on Gucci watches is available by clicking here.

My Account

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What are the benefits of creating a Gucci account?

With a Gucci.com account, you can sign up for exclusive benefits, including first-to-know access of our latest collection and product releases, and weekly shopping recommendations based on your Order History. 
 
 

How do I create a Gucci account?

To create a Gucci account, simply enter the following on the Create an account page:
Name
Email address
Birthday
Password
 
With a Gucci account, you can:
Expedite checkout by storing your information, including payment credentials, shipping details and billing address
Access your Order History to track the product information, order date and shipment date of your orders 
Save the contents of your Shopping Bag for later
Manage your Saved Items
 

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?

Contact Us

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Contact Us

For any inquiries related to products or online orders please contact us.

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Client ServicesGUCCI Hong Kong SAR

Enquiries about Gucci website or online purchases
PHONE
Our Online Sales Associates are available from Monday to Friday from 9 am to 8 pm and Saturdays from 9 am to 6 pm (except Statutory Holidays and days of severe weather).
EMAIL
To reach our Online Sales Associates by email, click "email us" to provide details and your contact information.
LIVE CHAT
Chat with an Online Sales Associate live from Monday to Friday from 9 am to 8 pm and Saturdays from 9 am to 6 pm (except Statutory Holidays and days of severe weather).
Store purchases and general information
PHONE
Our Client Service Associates are available from Monday to Friday from 9 am to 8 pm and Saturdays from 9 am to 6 pm (except Statutory Holidays and days of severe weather).
EMAIL
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