Complimentary Exchanges & Returns

A dedicated Gucci Client Advisor is available to help with your exchange:

1. Contact us on freephone +81 120-99-2177 or at assistance@jp-onlineshopping.gucci.com.
2. Once the exchange has been submitted, a confirmation will be emailed to you.
3. Pack the item(s) you wish to exchange in the original packaging, making sure they match the ones you selected when you generated the request.
4. For pickup by Yamato Transport, follow the instructions in the return confirmation email to give your item(s) in original condition to the courier at the scheduled date and time. For dropoff, follow the instructions in the return confirmation email to bring your package to the nearest dropoff place.
5. Track the exchange shipment through the confirmation email, through your MY GUCCI account.
6. Once received in the warehouse, exchanges will be processed within approximately 1–2 business days. You will receive a confirmation email and tracking number when your new order ships.

Exchanges of equal or greater value can be made in-store at the Gucci Ginza, Aoyama, Shinjuku, Roppongi, Namiki, Miyashita Park, Shibuya Parco, Nagoya, Osaka and Kanazawa stores. To use this service, please contact us before visiting the boutique. Other Gucci retailers (such as those located in department stores) cannot exchange items purchased on Gucci.com.Beauty products, made to order, DIY or personalized items are final sale and cannot be modified, cancelled or returned.

A dedicated Gucci Client Advisor is available to help with your return:

1. Contact us on freephone +81 120-99-2177 or at assistance@jp-onlineshopping.gucci.com
2. Once the return has been submitted, a confirmation will be emailed to you
3. Pack the item(s) you wish to return in the original packaging, making sure they match the ones you selected when you generated the request
4. For pickup by Yamato Transport, follow the instructions in the return confirmation email to give your item(s) in original condition to the courier at the scheduled date and time. For dropoff, follow the instructions in the return confirmation email to bring your package to the nearest dropoff place.
5. Track the return shipment through the confirmation email, through your MY GUCCI account.
6. Once received in the warehouse, returns will be processed within approximately 1-2 business days and credited back to the original form of payment. You will receive a confirmation email when your return has been completed. (Items paid for through cash on delivery will be refunded via bank transfer.) Please note that we can only carry out refunds via bank transfer to an account in the name of the customer. Please understand that it may take up to 14 business days to process your refund once we have confirmed the return of your items.

Items purchased on Gucci.com cannot be returned at the Gucci stores.

You have 30 days from the date of delivery to return or exchange your item. Please ensure that the item is in its original condition, unused, and with all tags attached.

Items that cannot be returned or exchanged include:

• Beauty products
• Personalized or customized products
• Made-to-Order items

Please check the specific return policy for each product category on our website or contact us for more information.

Once we receive your return, we will process it within 7-10 business days. You will receive an email notification confirming the receipt and processing of your return. You can also track the status of your return by logging into your My Gucci account and viewing the return details under the "My Orders" section.

Refunds will be processed to the original method of payment. Depending on your bank or card issuer, it may take an additional 5-10 business days for the refund to appear in your account. You will receive an email confirmation when your return has been completed. Refunds will be credited back to the original form of payment. Additional fees for Saturday delivery are non-refundable.