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FREQUENTLY ASKED QUESTIONS

Purchasing Online

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How do I shop 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 categories, such as handbags or shoes. Within each category, you will find subcategories to further refine your search and help you locate exactly what you are looking for.

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.

When you have made your selection, choose your size and click on "add to shopping bag". Once you are ready to complete your purchase, visit your shopping bag at the top right-hand corner of our screen and click on ""Checkout"" to be led through the checkout process. If you have any questions or concerns, please contact us by phone at  +39 05575923333, Monday-Friday from 9AM-7PM (CET) or via email at assistenza@it-onlineshopping.gucci.com.

How do I place an order?

Depending on availability and shipping address, purchases may be made either directly through Gucci.com or through the assistance of our online personal shoppers. You can contact us at +39 05575923333 or via email at assistenza@it-onlineshopping.gucci.com. Please note we are available Monday-Friday from 9AM-7PM (CET).

Can I cancel or modify my order?

If you wish to cancel or modify your order, please send an email to assistenza@it-onlineshopping.gucci.com as soon as possible. We will make every effort to accommodate your request. However, once an order has been submitted, we cannot guarantee that the purchase can be cancelled or modified.

If you have received your order and need to return it please refer to the return instructions included with your shipment. Once we receive your returned item, we will process a refund or an exchange as requested.

What is personalisation and how do I personalise my item?

Complimentary personalization is available on Gucci.com, identified by 3 letters “DIY” (Do It Yourself) in the product description. When the service is active for the searched product, it will be possible to personalize it by selecting the chosen letters in different colours and materials. 

Complimentary personalization is also available for a limited selection of products on Gucci.com. If the service is active for the searched product, a “Personalise” link will appear in the product page. By selecting this option it will be possible to choose from two to three initials in three different colour options, depending on the selected style.

What are the benefits of creating a Gucci account?

Creating a Gucci account allows you to:

- store multiple shipping and billing addresses to expedite your checkout
- save the contents of your shopping bag for later
- easily access your current order details and history
- save credit card information to checkout more quickly
- manage your saved items
- discover recommended items

My order is not being accepted. Why?

Please be sure that the address you are entering in the "Billing" field is the address that is registered with your bank and the address where you receive your bank statement. If the system still doesn't accept your order, please contact your bank and then contact us at +39 05575923333 and we will be glad to assist you.

Product Information

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Which Gucci products are available for purchase on Gucci.com?

Gucci products available for purchase online include handbags, wallets, accessories, shoes, luggage, jewellery, watches, gifts, ready to wear and fragrances. Products on our website are subject to availability.

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

You may purchase up to three items per style depending on the availability. For corporate sales, please check the dedicated section on the website under the Gift section.

What should I do if an item I want is unavailable?

For inquiries on items that are unavailable online, please contact us at +39 05575923333, Monday-Friday from 9AM-7PM (CET) or via e-mail at assistenza@it-onlineshopping.gucci.com.

How do I know my size?

Please visit our size guides from the link on the product pages for sizing information.

How do I know if a product is available and how long it will take to be delivered?

The website provides information on items’ availability directly on the product page and provides the estimated time of shipment at checkout. When you have selected the product or the size needed, you can see different stock status.

What is the priority waiting list?

We offer our clients the opportunity to pre-order items that are currently in production or that have sold out and are on back-order.

When you order one of these items, you are placed on a priority waiting list to be among the first to receive your selection once it becomes available. We do our best to provide expected shipping dates for these items on the product page and during checkout, but please be aware that they may arrive sooner or later than estimated. Your credit card will only be charged for waiting list items at the time of shipment.

How do I know if a product I have is authentic?

If the product has been purchased on www.gucci.com or in our Gucci boutiques it is guaranteed to be authentic.

Payment

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Which payment methods do you accept?

Gucci accepts the following forms of payment for online purchases:

- Visa
- Mastercard
- American Express
- Diners
- Paypal
- Wire Transfer

Please note that your billing address must match the address on your credit card statement. At this time we do not accept gift cards.

When will my credit card be charged?

The transaction will be charged to your credit card after we have verified your card details, received credit authorization, confirmed availability and prepared your order for shipping. Your credit card will not be charged at the time you submit your order but will be authorized for 2 euro for verification purposes.

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

If you have received an email from us informing you that your order has been cancelled, please replace a new order online, otherwise please contact us at assistenza@it-onlineshopping.gucci.com.

Can I use multiple methods of payment?

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

Is VAT included in the final price and how do I claim vat back?

All prices include VAT. At this time we are unable to provide a tax-back service for any of our online customers.

Shipping & Delivery

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

We offer free express shipping with all orders (except for those delivered with the Saturday delivery option). From the moment the order leaves our warehouse, we deliver in 1-2 business days. All orders are processed Monday through Saturday (Saturday only where the service is available and has been selected), excluding Sunday and holidays. Gucci cannot be held responsible for unanticipated delivery delays beyond its control.

Where does gucci.com ship?

To view all the available delivery destinations, please click on "Ship to" on the top left hand corner to view all the countries where shipments are available.

Can I have my item delivered to a store?

At this time, we are unable to deliver items purchased online to one of our boutiques. We can deliver to home and company addresses where someone is available to sign for the package upon delivery.

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.

Is a signature required upon delivery of my order?

For security reasons, for all purchases made on gucci.com the signature of the client (or of an adult nominated representative) . All orders are delivered by UPS. The courier may require the person who collects the package to show his/her ID. If no one is available to sign for the package, the courier will make a total of 3 delivery attempts, generally on 3 consecutive business days. If there is still no one available to sign for the package, after 5 days with no communication, the package will be returned to Gucci. Gucci will try to contact the client and to re-ship the package. In case of failure to deliver the package, Gucci will cancel the order and reimburse the client.

How can I track my order?

Gucci will send you several e-mails during the order process to keep you informed of the status of your purchase. Please note that we do not provide tracking numbers for security reasons, but only tracking links found in the shipment confirmation e-mail. You will receive a shipment confirmation e-mail with a tracking link in order to track your shipment. We will then e-mail a delivery confirmation once we receive notification from UPS that your purchase has been delivered.

When can I expect delivery of my order?

To estimate the total delivery time for immediately available items, please allow up to two business days from your order date to process your order for shipment, in addition to the time required for delivery. To estimate the total delivery time for pre-ordered items, please refer to your order confirmation e-mail for your estimated shipping dates. The dates will also be listed on the product pages and during checkout once the item is added to your shopping bag. Please be aware that the dates provided are only estimates, and that your items may arrive sooner or later than anticipated.

Returns

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

For online purchases, Gucci will refund the purchase price of merchandise that is returned in its original condition and only if accompanied by the original invoice, original Gucci packaging and security return/exchange label intact and attached to the item.

You must inform Gucci of your intention to return the merchandise within 14 days of the date of delivery either by: (i) directly returning the merchandise to Gucci together with the original invoice duly filled-in; or (ii) sending to Gucci the form downloadable here or any other unequivocal statement and then returning to Gucci the merchandise with the original invoice duly filled-in within 14 days after the day on which you sent the form (or any other unequivocal statement) to Gucci.

You can use the free return label provided with each shipment to return your purchase. Refunds will be issued in the same form as was utilized for payment.

You may return products purchased online in any of our Gucci boutiques listed here. Merchandise that has been worn, used, altered or damaged will not be accepted.

Gucci reserves the right to refuse return of any merchandise that does not meet the above return requirements at Gucci's sole discretion.

How do I return an item?

Please use the free return label provided with each shipment to return your purchase.

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

Every effort will be made to ensure a prompt refund. Returns to gucci.com are processed within 14 days of receipt of (i) the notification of the Client's cancellation of the order or (ii) of the returned merchandise, whichever is later. A confirmation e-mail will be sent once your return has been processed and your account has been credited. Refunds may only be issued in the same form as was utilized for payment.

Are delivery charges and return costs refundable?

There are no delivery charges or return costs. We offer free express shipping and free returns.

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

You may return products purchased online on this website at no charge in any of our Gucci boutiques listed here. The original invoice must accompany all returns.
 

How do you exchange an item with gucci.com?

In order to exchange an item, return the original item using the return instructions provided in the shipment confirmation email.

Please note that new orders are subject to merchandise availability. We will inform you if we are unable to fulfill your order.

Can I return a personalised item?

Withdrawals, cancellations, exchanges or returns are not accepted for orders of customised products.

Gifts

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How do I send a gift?

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

Can I get my purchase gift-wrapped?

All Gucci.com orders come with complimentary gift wrap in a signature Gucci gift box tied with a Gucci satin ribbon. Gucci gift boxes are only available for products 18" x 18" x 8"/45 cm x 45 cm x 20 cm and smaller. For larger items, we will include a signature Gucci gift bag with your shipment. During your online checkout, you will have the option to include a personalised gift message and exclude the price from the order invoice.

Can I order corporate gifts on the website?

For more information and a personalised quote, please email us at corporatesaleseurope@it.gucci.com.

Care and Repair

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How do I repair an item?

Gucci offers a repair service for Gucci products purchased at Gucci.com, from Gucci boutiques and from authorised retailers. For items purchased at Gucci.com, please contact us by email at assistenza@it-onlineshopping.gucci.com. For items not purchased at Gucci.com, please contact the Gucci boutique or the authorised Gucci retailer where the product was purchased.

Is there a warranty on my watch?

A limited warranty card and booklet is included with each Gucci watch purchase. Warranties are valid for two years. Our limited warranties cover all manufacturing and mechanical defects, excluding malfunction or deterioration resulting from accidents or negligence. Authorized Gucci service centres listed in the warranty booklet will, at their discretion, repair or replace any component needed to restore the timepiece to full working order. Complete warranty information is provided in the booklet.

Where can I find instructions on how to use my watch?

You may find instructions on how to use your Gucci watch here:

Standard Watch

Gucci Dive

Gucci Handmaster

I-Gucci

I-Gucci Sport

U-PLAY

Warranty

Where can I find a list of Gucci retailers and service centers for my jewellery or watch?

You may find a list of all retailers and service centers for Gucci jewelry and watches here.

Product Authenticity

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Where can I buy authentic Gucci products?

Authentic Gucci products are sold exclusively through gucci.com, a network of Gucci directly operated or franchised boutiques (the complete list of boutiques is available here). and through a small number of authorized department and specialty stores.

Does Gucci gurantee the authenticity of all products sold on gucci.com?

Yes, we guarantee the authenticity of all products purchased on gucci.com.

Gucci products are crafted with the highest quality materials, design and craftsmanship. “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. All Gucci products are made in Italy, except timepieces, which are made in Switzerland, fragrances which are made in the EU and cosmetics which are made in the EU and in Japan.

What are counterfeits?

Counterfeit Gucci products are replicas or imitations of authentic Gucci products that are aimed to mislead consumers into believing they are genuine goods. Counterfeit products are of poor quality, but are sometimes offered for sale at high prices in order to mislead online shoppers. Such products lack the quality, attention to detail and craftsmanship which characterize authentic Gucci goods.

How can I identify a fake Gucci website?

Counterfeit Gucci products are frequently offered for sale on websites published at domain names containing the Gucci trademark - or slight variations thereof - together with descriptive or generic terms, such as “bag”, “shop”, “store”, “discount”, “outlet” and even words such as “official” or "authentic". These website address names are deliberately selected by counterfeiters, as mentioned above, to mislead online shoppers regarding the source and authenticity of the products promoted on their websites.

How can I report counterfeits?

In order to report to Gucci suspected counterfeit Gucci products or suspect websites, please send an e-mail to counterfeit@gucci.com.Please provide us with as much descriptive information as possible about the product or the website, such as the location of the store, the seller of the product, the type of product, the website address, etc. We appreciate your help in our fight against counterfeiting.

Contact Us

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For any inquiries related to products or online orders please contact us at +39 05575923333 or via email at assistenza@it-onlineshopping.gucci.com. Please note we are available Monday-Friday from 9AM-7PM (CET).

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