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FREQUENTLY ASKED QUESTIONS

COVID-19 FAQ

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How does Covid-19 impact my repair and care service?

We will accept repair requests once our stores are fully open to the public. In the meantime, we ask that you refrain from sending in any repair requests. If you already requested a repair at one of our authorized locations or stores, your repair service will be on hold, then once our stores resume normal store business hours, we will continue the repair service.

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

Which stores are opened?

We have started reopening select stores with modified services. Please visit our store locator for the latest information on store hours and services. Please contact us to prepare your visit.

 

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.

Why aren’t all Gucci stores reopened? When will others reopen?

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 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 (if no additional local legal law restriction in place not to use them) 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.

Why do I have to wait in line?

In order to be in compliance with local directives, we are limiting the number of people in our store to ensure social distancing is practiced.

Do you offer a washroom or disinfection?

We have hand sanitizer we can offer you.

Is your client service available?

Gucci Client Advisors are working remotely and can be contacted at this link.

Product Information

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Why prices and sizes are not displayed on the site?

Gucci.com International is not an e-commerce site.

If you reside in the US, Canada, Australia, Japan, Korea, UAE or Europe, you can select your country/region site through the "International" link found in the gucci.com header. You will then be redirected to the e-commerce site for that country/region. On the e-commerce site, you will find product sizes and prices.

Does Gucci go on sale?

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

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

On the gucci.com site, you'll find the latest runway collections and products that can be found in Gucci boutiques around the world. Simply click on Runway or specific categories such as shoes, handbags, jewellery, accessories and ready-to-wear.

If you're still not able to find the featured item, you can contact a client service representative:

1) click on "Client Services" from the website header

2) select your country/region

3) use the phone/email details displayed to contact our client service team.

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.

 

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 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.  

Purchasing Online

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How do I look for an item on gucci.com?

There are several ways to browse Gucci.com. You may explore our weekly homepage features or visit the navigation bar found at the top of every page. Simply click on the relevant section to open a drop-down menu, and then click on the links to visit specific categories. To view the latest collections, click on Runway. Click on Women or Men to view categories such handbags, shoes, clothing, and accessories. Within each category you can further refine your search.

If you are looking for a specific item, you may use our search box in order to find products by name, colour, category or style.

Visit Stories to explore the details and inspirations behind creative director Alessandro Michele’s collections as well as an exclusive insight into his world.

Gucci.com can be accessed via mobile, tablet and PC. To find a store nearest you, enter the city and country/region in the Store Locator at the top left of the page.
 

How can I shop on Gucci.com International?

You cannot shop on the Gucci.com International site. To find a store nearest you, enter the city and Country/Region in the Store Locator found at the top left of the page.

If you reside in the US, Canada, Australia, New Zealand, Japan, Korea, Chinese Mainland, Hong Kong SAR, UAE or Europe, you can select your country/region site through the "International" link found in the gucci.com header. You will then be redirected to the e-commerce site for that country/region.

On the International site, you can browse our latest runway collections and products such as handbags, shoes, jewellery, ready-to-wear, and accessories.

Visit Stories to explore the details and inspirations behind creative director Alessandro Michele’s collections as well as an exclusive insight into his world.

Returns

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Can I exchange/return an item that I bought in a Gucci boutique or online to any store?

You may exchange merchandise purchased at a Gucci boutique or Gucci authorized retailer at any of our Gucci boutiques.

Purchases made at a Gucci Duty Free Store may be returned to a Gucci boutique in the same country. Outlet purchases must be returned to the outlet. All returned merchandise must be in the original condition when sold and accompanied by the original proof of purchase.

Online purchases may be returned to a Gucci boutique for an exchange, store credit or gift card. Refunds must be processed through Gucci.com ecommerce site where originally purchased. Please select the e-commerce country/region for detailed return instructions.

Care & Repair

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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.

For Gucci watches, please refer to the section below.

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.
Contact Gucci Client Services.

Complete warranty information on Gucci watches is available by clicking here.

Contact Us

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For inquiries about Gucci products and for any other inquires, please 1) click on "Client Services" from the website header 2) select your country/region 3) use the phone/email details displayed to contact our customer service team.

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Client ServicesGUCCI International

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