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        FREQUENTLY ASKED QUESTIONS

        Our response to COVID-19

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        Shop opening hours

        We would like to extend our deepest sympathies to anyone who has been affected by the COVID-19 pandemic. 

         
        In line with the Japanese government’s declaration of a state of emergency, Gucci stores in applicable areas will be temporarily closed for the time being. Please contact Client Services on +81 120-99-2177 for more details or if you have any further questions. We offer our apologies for any inconvenience or concern caused and ask for your understanding at this time.
         

        Client Services opening hours

        In line with the Japanese government’s declaration of a state of emergency, the opening hours for Client Services have been reduced to the following. We offer our apologies for any inconvenience caused and ask for your understanding at this time. Amended opening hours: 10:00–20:00

        Can I still make purchases on the Gucci official online store?

        Yes, we are still processing and shipping orders via the Gucci official online store. However, some items may take longer than usual to be delivered.

        Can I specify a delivery time and date?

        You can still select a time slot for delivery, but please understand that we may not be able to guarantee delivery on the desired date. Furthermore, the spread of COVID-19 has caused delays to our courier service in some areas. Please refer to our courier's website below for more details about delivery delays. 

        Is it safe to receive products?

        Please refer to the World Health Organization (WHO) website (in English) or Japan's Ministry of Health, Labour and Welfare website (in Japanese) for guidance on COVID-19. The Gucci official online store has put its own measures in place to combat the spread of COVID-19, including mandatory face masks, so that we can still ensure a safe service for our customers.

        Are products shipped from Italy safe?

        Cargo that has arrived from areas with reported cases of COVID-19 is safe to handle according to the WHO. Japan's Ministry of Health, Labour and Welfare have also reported no cases of people catching COVID-19 through contact with items shipped from areas affected by COVID-19 (both domestically and internationally). 

         

        Can I reduce my contact with the courier who delivers my order?

        We are taking measures to minimise contact between customers and couriers during the delivery of orders. Please see the courier’s website for more details. 

        Returning items purchased via the Gucci official online store

        We are still accepting returns at the Gucci official online store, as usual.

        Please refer to the link below for more details. https://www.gucci.com/jp/en_GB/st/faq#returns

        What are the measures against COVID19 in Gucci store?

        Sanitizer
        ・Sanitizers are provided at the entrance.

        Mask and body temperature
        ・Customer is asked to wear a mask when entering the store.
        ・Customer is asked to check body temperature when entering to the store. If the body temperature is higher than 37 degrees, customer is not allowed to enter the store.

        Social Distancing
        ・We are conscious of social distancing during the service.

        Disinfection and Cleaning
        ・Fixtures are cleaned and disinfected periodically.
        ・Fitting rooms are disinfected after each use.

        Employees
        ・Sanitizers are provided not only at the customer’s entrance but also at the staff entrance.
        ・Gucci store staff always measure body temperature before start working.
        ・Gucci store staff always wear masks.
        ・Gucci store staff diligently disinfect their hands.

        Online Store

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        What services do you offer on the Gucci official online store?

        You can browse and purchase from our range of over 3,000 items, including handbags, small accessories, shoes, jewellery, fragrances and more, using your PC, smartphone or tablet device. 

         
        Free shipping is available throughout Japan. We also offer an express service for next-day delivery (fee required; excludes some areas such as Hokkaido, Kyushu, Okinawa and outlying islands). All purchases are presented in a Gucci box or envelope, tied with a ribbon and delivered in a Gucci shopping bag. We accept payments by credit card, cash on delivery or bank transfer. 
         
        Please contact the Gucci official online store for more details. 
        assistance@jp-onlineshopping.gucci.com (Open: 10:00–21:00, excluding New Year’s holidays)

        Are all Gucci products made in Italy?

        All of our leather goods are made in Italy. Our watches and some of our men’s suits are made in Switzerland. Our fragrances come from France. 

        At Gucci, we pride ourselves on being a brand that promotes innovations while still maintaining the Italian traditions and craftsmanship passed down through generations of craftsmen since our founding.

        Is this the official online store?

        This website is the only official Gucci website in Japan and is operated by the Gucci Division at Kering Japan Co., Ltd. It is operated by the same company as Gucci stores within Japan.

        Is the Gucci official online store secure?

        We use the latest security systems on this website to encrypt our customers’ payment information.

        Can all Gucci items be purchased on the online store?

        We offer almost all of our items online. This includes the following: handbags, men's bags, travel items, wallets, leather accessories, belts, shoes, clothing, ties and scarves, silver jewellery, fine jewellery, sunglasses, fragrances and baby/children's goods. We also have some exclusive items only available on our online store.

        Do product prices ever change?

        The sales prices displayed on the online store may change without notice.

        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.

        Are the prices listed on the online store the same as the prices displayed in physical shops?

        They are identical.

        How do I search for products?

        Please enter an item, product name or product number into the search box in the top-left corner of your screen. You can then apply extra filters to narrow down your search. 

        If you are using our mobile/tablet website, please tap the magnifying glass icon in the top-right corner of your screen and enter an item, product name or product number into the search box.

        How can I keep up with all the latest Gucci news?

        You can sign up by clicking on "Sign up for Gucci updates". 

        We will send you all the latest Gucci news as well as information on Gucci products and events.

        About Try-at-Home Service

        You can try on different sizes and products at home and consider them without having to go to the shop. Our dedicated Gucci client advisor will provide product introduction and size support/suggestions. Please be assured that no cost will be incurred while renting the product. After trying on, please keep and pay only for the product you wish to purchase, and return the rest of the products within one week. It is also possible to order the same product in different sizes, in case you are worried about clothing and shoes sizes. We also offer online exclusive products for tryon service. If you are interested, please contact our client services. 0120-99-2177

        How to Purchase Online

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        Placing an order with our online store

        1. Click "Add to shopping bag" at the bottom of the product page for the item that you wish to purchase

        2. From your Shopping Bag on the top-right of the screen, click "Checkout"
        3. Confirm the details, such as the price and delivery date, and click "Checkout"
        4. Customers with an account can sign in via the "Sign in" button and new customers should click on "New customer"
        5. Enter your delivery address and select your delivery date/time
        Note: We recommend using a non-mobile email address. Please make sure your email settings allow you to receive emails from our store. 
        6. Select whether you want to include a gift message
        7. Enter your payment method and billing address (note: the billing address will be linked to your customer account information)
        8. Confirm all of the details of your order and click on "Place order" after reading and agreeing to our Terms and Conditions
        9. Please note down the order number shown on your order confirmation page. An order confirmation email will then be sent to the email address that was registered. 
        10. Once your order is ready, it will be processed for shipping. We will then send you a shipping notification email. 
        Note: Please use the link in this email to track your delivery. 
        11. Once your items have been delivered, we will send you a delivery confirmation email.

        Can I place an order using my mobile phone/smartphone?

         Yes.

        Can I place an order by phone?

        Yes. This is handled by Gucci Japan Customer Service. Please contact the following number. 

        Freephone: +81 120-99-2177
         
        (Open: 10:00–21:00, excluding New Year’s holidays)

        What are preorders?

        This service allows customers to reserve as-yet unreleased products, such as new products that have not been launched in Japan yet, in advance. 

        Customers who have placed an order with our preorder service will be notified by email as soon as we know when the item will arrive. 
        Once the product is released in Japan, items will be shipped to preorder customers first. 
        The estimated shipping dates on our website are just estimates. Please understand that these times are subject to change based on production status.

        How can I purchase out-of-stock products?

        To inquire about product status, please contact the Gucci online store directly using the details below. 

        Freephone: +81 120-99-2177
        assistance@jp-onlineshopping.gucci.com (Open: 10:00–21:00, excluding New Year’s holidays)

        How do I know my size?

        There is a size guide on each individual product page. Please use it to check sizes.

        How can I check the processing/delivery status of my order?

        If you already had a registered account before you placed your order, you can see your order’s processing/delivery status and your order history on your My Account page. 

        If you register a new account after you place your order, these details will not be reflected on your My Account page until your next order. 
        You will also be sent a shipping notification email once your item has been shipped. You can use the link in this email to track your order. 
         If you have not received a shipping notification email, it may be for one of the following reasons. 
        1. It has been sorted into your junk email folder: Emails from gucci-online@email.gucci.com may be identified as junk mail depending on your email provider. Please check this folder to make sure your email hasn’t been redirected there. 
        2. Email rejection settings: Your email client may be set to reject emails from us. 
        Please make sure your email account is set to receive emails from gucci-online@email.gucci.com. 
        3. Email storage limits: You may be unable to receive emails due to exceeding the amount of storage space that your email service provider allows. Please contact your email service provider for more details. 
        4. Your order may not have been completed properly: Please check your order history on your My Account page. If you don’t have a My Account page, please contact Customer Service.
         
        assistance@jp-onlineshopping.gucci.com (Open: 10:00–21:00, excluding New Year’s holidays)

        Can I cancel or change my order?

        You may cancel or change your order as long as it has not yet been shipped and with approval from Gucci. We cannot cancel orders after they have been shipped, so please contact us using the following details as soon as possible. If the order has already been shipped or delivered, this transaction will be treated as an exchange. Please refer to ""Returns & Exchanges"" for more details. 

         
        Freephone: +81 120-99-2177
        assistance@jp-onlineshopping.gucci.com (Open: 10:00–21:00, excluding New Year’s holidays)

        I have not received an order confirmation email.

        If you have not received an order confirmation email, it may be for one of the following reasons. 

        1. It has been sorted into your junk email folder: 
        Emails from gucci-online@email.gucci.com may be identified as junk mail depending on your email provider. 
        Please check this folder to make sure your email hasn’t been redirected there. 
        2. Email rejection settings:
        Your email client may be set to reject emails from us. 
        Please make sure your email account is set to receive emails from gucci-online@email.gucci.com. 
        3. Email storage limits:
        You may be unable to receive emails due to exceeding the amount of storage space that your email service provider allows. 
        Please contact your email service provider for more details. 
        4. Your order may not have been completed properly: 
        Please check your order history on your My Account page. 
        If you don’t have a My Account page, please contact Customer Service. 
         
        Freephone: +81 120-99-2177
        assistance@jp-onlineshopping.gucci.com (Open: 10:00–21:00, excluding New Year’s holidays)

        What does a My Account page do?

        It allows you to expedite the checkout process when you shop online. You can also check the processing/shipping status of your order and your order history on our PC, mobile and tablet websites, register multiple addresses to make ordering even easier, use the Wishlist feature and change/edit your customer information. You can create a My Account page at the same time as placing your order.

        What is the Wishlist?

        You can save products that you are interested in, share them with your friends and mark them for purchase at a later date. 

        You can check or add to the same Wishlist from our PC, smartphone and tablet sites.

         

        How do I change my registered email address and password?

        You can change these under Account Settings on your My Account page.

        How can I change my registered address or phone number?

        You can change these under Address Book on your My Account page.

        Is registering my email address different from having a My Account page?

        Yes, these are different. Registering your email address subscribes you to a newsletter mailing list that brings you all of the latest Gucci information.

        Do you issue warranties?

        Gucci includes a Gucci Timepieces International Warranty with watches purchased online. These products come with an internal parts warranty that is valid for two years from the date of purchase and a discount on repair costs for watch maintenance, but the international warranty only becomes valid upon presentation of the International Warranty Certificate. The watch model name or number, serial number, date of purchase and the name of this online store will be noted on the International Warranty Certificate. The international warranty covers issues caused by defective parts or manufacturing defects. The warranty does not cover battery replacements, damage caused by accidents, improper use or carelessness, and wear and tear of the watch or its internal parts.

        Does Gucci Tag track my location or my personal information? 

        Gucci Tag cannot track or localize your position, and it can’t associate the product to your name. You can deactivate your Gucci Tag anytime at any Gucci store. Find out more in the privacy policy included with your item.  

        Where can I find more information about Gucci Tag? 

        When unboxing your item, you will find a QR code linking to TAG.GUCCI.COM — a dedicated page where you can learn more about how the technology works and much more.

        Why is my Gucci Tag not working? 

        Are you scanning the correct place? Wallets and handbags: Place your phone at the back, 4cm from the bottom. Luggage: Place your phone at the back, 4cm from the bottom of any padding or protective trims. Is your smartphone compatible with NFC? You can only access the NFC technology with a compatible smartphone with the NFC reader switched back on. Is your tag active? If your tag has been deactivated, visit any Gucci store to turn it on again. 

        Can the Gucci Tag be added to any product purchased in the past?  

        Gucci Tag is a new service exclusively available for a selection of items from the Gucci Aria collection. It is not possible to add it to any other products. 

        Can the Gucci Tag be removed from my item? 

        Gucci Tag is embedded inside your item therefore it cannot be removed. However, it can be deactivated at any Gucci store. If you choose to deactivate it, please note you won’t be able to access any information including the authenticity certificate.  

        Will the Gucci Tag be added to other products? 

        Gucci Tag is available exclusively for a selection of handbags, small leather goods and luggage from the Gucci Aria collection.  

        How does my Gucci x Oura Ring work and what can it do?

        How are my body signals monitored?

        Advanced sensors on the inner band work together to monitor key body signals. In order to provide the most accurate data and insights, it is recommended to wear the Gucci x Oura ring 24/7 on your index finger with the sensors on the palm side of your hand. Each full battery charge will last up to 7 days and the ring is water resistant up to 100 meters (~330 ft.).

         

        What can I track?

        The Gucci x Oura ring tracks sleep, activity, heart rate, temperature, and can predict your period. By analyzing over 20 different body signals such as your sleep patterns, recent activity, heart rate variability, and body temperature, it provides a Readiness, Sleep, and Activity Score. Designed to help discover what works for your body and lifestyle, Readiness gives holistic insight into how well your body is recovering. 

        You can find all of your scores inside the free Gucci x Oura app for iOS and Android. In the app, there is a selection of over 50 audio sessions for meditation, sleep, focus, energy boosts, and more. The more you listen, the more the app will identify which sessions work best for you and your body.

         

        Will my data remain private?

        Your data will be processed by Oura and will be protected according to GDPR requirements and industry-wide best practices, using Spring Security, OAuth2 secure authentication protocol, and data encryption.

         

        Should I purchase my usual Gucci ring size?

        No, there is a virtual ring sizing tool on the product page you should use to determine your size. The virtual sizing tool will allow you to determine your Gucci x Oura Ring size in multiple ways whether you already own a ring that fits you well, know your Oura Ring size (i.e. have used an Oura product before), need to measure the size of your finger or consult a conversion chart. If you are still unsure about your size, you can visit select stores to try on with a dedicated Client Advisor or contact us for guidance.

         

        What is Oura membership and is it included?

        The Gucci x Oura Ring includes a lifetime membership and it will continue you as long as you keep the same active Oura account.

         

         

        Gifts

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        Do you offer gift wrapping?

        All orders from the Gucci official online store receive complimentary gift wrapping. They are presented in a Gucci box or envelope, tied with a ribbon.

        Do orders come in a branded shopping bag?

        Every order is delivered in a branded cotton canvas shopping bag.

        Can I add a message card for items purchased as gifts?

        Yes. Please select "Gift message" on the purchasing screen. You can enter a message up to 200 characters. Please keep in mind that symbols such as emojis cannot be used. 

        We will then print out your gift card message and send it together with the item

        Eco-friendly packaging

        As part of our global eco-friendly initiatives that aim to gradually reduce our environmental impact, we have introduced new 100% recyclable paper packaging that was certified as an FSC (Forest Stewardship Council) Mix product in 2010.

        Why haven’t I received the new eco packaging with my most recent purchase?   

        In accordance with Gucci’s commitment to sustainability and mission to reduce its carbon footprint, outlets and warehouses with a remaining stock of ivory giftboxes must ensure that it is utilised before they are able to fully implement any new eco packaging. If you have not yet begun receiving your purchases in this new packaging, you are playing a crucial part in the House’s mission to nurture a healthier planet.
        Designed and sourced with the planet in mind is an all-new line of vintage-inspired green packaging, innovatively created to be completely recyclable and encased in a reusable Gucci cotton canvas shopper for most Gucci.com orders. In accordance with Gucci’s commitment to reducing its carbon footprint, this new eco packaging will become available once outlets and warehouses utilise the remainder of their ivory gift boxes. 

        Payment

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        Which payment methods are available?

        Credit card (Visa, MasterCard, American Express, JCB, Diners), pay on delivery (cash, credit card, debit card), Amazon Pay, bank transfer (transfer confirmation will depend on the opening hours of your bank; please keep in mind that it may take until the next business day or later).

        Can I pay in credit card instalments?

        You can choose from one-time payments, two-time payments, one-time bonus-time payments or revolving payments. 

        • Diners offers one-time payment, one-time bonus-time payment and revolving payments
        • American Express offers one-time payments
        • Please check each credit card company's terms and conditions for more details on bonus-time payment periods and customer payment conditions. 
        • Summer bonus (December 16–June 15) Winter bonus (July 16–November 15) 

        How secure is my payment?

        We use SSL encryption to ensure that personal and credit card information is protected and our customers can use our online store safely. Additionally, we do not store the credit card information received at the time of purchase. We have introduced a card verification system from CyberSource in the US when a customer places an order on our official online store.

        Can I place an order using a credit card that belongs to someone other than myself?

        We only accept payment from cards that belong to the person placing the order. (Please enter your billing address.)

        When will my credit card be charged?

        Your credit card will be charged when your order is shipped.

        What is cash on delivery?

        This is a payment method where the courier accepts payment upon delivery of the product. 

        This option can be selected for orders worth up to JPY 300,000 (including tax).

        Are there any handling fees for selecting cash on delivery?

        We will cover the cost of any handling fees.

        How do I make a bank transfer?

        Once you have placed your order, transfer the payment to the account details sent to you in a separate email. 

        Customers shall be responsible for any bank transfer fees incurred.

        How should I make a payment when I am having the gift sent directly to the recipient?

        Please select either credit card payment or bank transfer payment.

        Payment with Amazon Pay

        This service allows you to pay with the account information registered to your Amazon account without having to register it to this online store. 

        You can use the credit card information and delivery address registered to your Amazon account. 
         
        Note
        International shipping is not available. 
        Amazon Pay cannot be used for orders of Gucci DIY products or some Gucci Décor products. Please select another payment method for these. 
         
        To order with Amazon Pay, follow the steps below: 
        1) Add the products that you wish to purchase via Amazon Pay to your Shopping Bag. 
        2) Navigate to the Shopping Bag page and click on "Pay with Amazon account" to sign in to your Amazon account. 
        3) Select a delivery address and credit card information registered to your Amazon account. 
        4) Select your delivery method. 
        5) Enter your telephone number. 
        6) If you are including a gift card message, click on "Add gift message". 
        7) Review your order and click on "Confirm order" once you have agreed to the Terms and Conditions. Your order is complete once the order number is displayed. 
        8) An Order Confirmation email will be sent from gucci-online@email.gucci.com to the email address registered to your Amazon account. 
         
        You will also be sent an email from Amazon Pay allowing you to review the details of your payment, so please make sure to check both emails. 
        *Customers who have made purchases using Amazon Pay can log in to their Amazon account and view their order history under Account Services. 
         
        Amazon Pay enquiries

        About our installment service

        The installment service is a service you can apply when the total order amount is 300,000 yen or more (tax included). Gucci will bear the service charge.
        Payment method can be chosen from installment payment, bonus onetime payment or bonus twice payment.
        Installment payment: You can choose from two installment methods: If you select equal installment payment, your monthly payment will be equal. If you select bonus combined installment payment, you can pay more in bonus months in addition to the monthly payments. You can choose from 1 - 24 payments (1, 3, 6, 10, 12, 15, 18, 20, 24).
        Bonus onetime payment & bonus twice payment: If you select bonus payment, the first payment can be postponed up to 6 months. In the case of bonus twice payment, the payment can be made only in summer and winter bonus months. Bonus payment months: June, July, and August in summer; December and January in winter)

        How to use:
        If you would like to use our installments service, please select bank transfer as the payment method at the check out page, and inform the client services that you would like to use the installment services. An email to inform you the bank transfer details will be sent, but please ignore that. Once the product is prepared, we will send you the installment service application URL by email. Client services can also place orders over the phone.

        Important notices:
        • Please note that you can only use this service when the shopping loan contract with our partner is completed.
        • It may happen that our partner request you to sign and seal your contract application form. In that case, please note that it will take one week or more to complete your order.
        • We will send you the application URL as soon as the product is ready. After the application, it will usually take one business day for the approval.
        • In case you don't complete the application within 5 days we send the application URL, your order will be cancelled.
        • Students, minors, corporations and residents of other countries are not eligible for the installment services.
        • We can only deliver the product to your home. This service is for your own use and cannot be used for a gift.
        • You cannot choose same-day delivery when using the installment service.

        Our partner for installment services
        Orient Corporation TEL: 03-5226-1881 (Japanese only) Open from 9:30 to 17:30 (excluding weekends and holidays)

        Shipping

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        How much does shipping cost?

        We offer complimentary shipping within Japan. We will cover the cost of delivery. (Excludes the Express service.)

        Do you deliver internationally?

        We only deliver domestically within Japan.

        Which courier do you use?

        We use Yamato Transport.

        Can you deliver to delivery boxes?

        We do not deliver to delivery boxes.

        Can I pick an order up at a Yamato Transport centre?

        You can pick up your order at a Yamato Transport centre. Please enter the address of your nearest centre and specify "Send to centre" in the delivery address box.

        Can I pick my order up in store?

        You can receive your ordered products at GUCCI.COM at the flagship store.

        This service is available in Gucci Ginza, Gucci Aoyama, Gucci Shinjuku, Gucci Roppongi, Gucci Shibuya PARCO, Gucci Osaka, Gucci Nagoya, Gucci Kanazawa.

        Client Service accepts orders over the phone.
        Client Service 0120-99-2177 Business Hours 10 am-9pm

        Please bring your ID and a copy of your order confirmation email to receive the ordered product. If someone wishes to pick you up instead, please be sure to bring the following:
        Identification card
        -A copy of your order confirmation email
        -Signed power of attorney

        Once your order has been delivered to your store, we will store it for 14 days. If you do not receive it during the period, the product will be returned and refunded to you. Products received at the store will be returned for 14 days, just like any other products purchased online. This service is not available for cash on delivery, decor products or express delivery.

        If you have any questions regarding shopping or services at the official online shop, please contact the following.

        Gucci Client Service
        E-mail: assistance@jp-onlineshopping.gucci.com
        Free Dial: 0120-99-2177
        [Reception Hours: 10: 00-21: 00]

        How long will my order take to reach me?

        Once you have placed an order for a product that is marked "In stock", we will begin processing your order from the next business day. Please check the Delivery Times section on this website.

        Can I specify a delivery time and date?

        You can select a delivery time and date on the delivery method section of the purchase screen. (Excludes preordered products)

        Delivery time slots: Morning, 14:00–16:00, 16:00–18:00, 18:00–20:00 and 19:00–21:00
         
        If you do not specify a delivery time, your product will be delivered as quickly as possible. 
        Even if a delivery time and date is specified, factors such as natural disasters or abnormal weather may still cause delays. Thank you for your understanding.

        What is the Express service?

        The following conditions must be met in order to make use of our Express service: 

        • Stock level: The individual product page must display "In stock" and "[Fee required] Express service (same-day/next-day delivery) available". 
        • Delivery fee: flat fee of JPY 800 (including consumption tax)
        • Delivery areas and times
         
        Express Kanto: Tokyo Metropolitan Area, Kanagawa Prefecture, Saitama Prefecture, Chiba Prefecture, Ibaraki Prefecture, Tochigi Prefecture, Gunma Prefecture, Yamanashi Prefecture (excludes outlying islands)
        Orders made between 0:00–9:00, Monday–Sunday:  Delivered same-day 18:00–21:00
        Orders made between 9:00–23:59, Monday–Sunday: Delivered next-day 18:00–21:00
        Express Honshu: Honshu, Shikoku (excludes the regions listed above, outlying islands and other specific areas)
        Orders made between 0:00–13:00, Monday–Sunday: Next-day delivery
        Orders made between 13:00–23:59, Monday–Sunday: Two-day delivery

        If I have purchased multiple products, is it possible to receive them all packaged together?

        All of our products are packaged individually, so cannot be packaged together. However, products can be delivered together, so please contact us about this.

        Why haven’t I received the new eco packaging with my most recent purchase?   

        In accordance with Gucci’s commitment to sustainability and mission to reduce its carbon footprint, outlets and warehouses with a remaining stock of ivory giftboxes must ensure that it is utilised before they are able to fully implement any new eco packaging. If you have not yet begun receiving your purchases in this new packaging, you are playing a crucial part in the House’s mission to nurture a healthier planet.
        Designed and sourced with the planet in mind is an all-new line of vintage-inspired green packaging, innovatively created to be completely recyclable and encased in a reusable Gucci cotton canvas shopper for most Gucci.com orders. In accordance with Gucci’s commitment to reducing its carbon footprint, this new eco packaging will become available once outlets and warehouses utilise the remainder of their ivory gift boxes. 

        Engraving/Monogramming Service

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        How can I request the free engraving/monogramming service?

        The engraving/monogramming service is a complimentary service to engrave or emboss initials onto products. Products with individual product pages that say "Engravable" or "Add your initials" are subject to this service. Please e-mail to assistance@jp-onlineshopping.gucci.com after your order confirmation email and let us know that you would like to use this service. We will then provide you with more details.

        How many characters can I have engraved/monogrammed?

        You can stamp 2–3 capital letters and 2–3 dots to leather goods. We usually provide up to 17 letters for watch engraving. The number of letters available for fine ring engraving depends on the design and size of the ring, so please contact us using the details below for further information.

         

        Jewelry Engraving

        Add a custom finish to selected bracelets and rings with in-store engraving. Complimenary up to three months after purchase, this service allows you to add a unique touch to your item by choosing between a range of letters, numbers and symbols in two different font sizes.

        FIND YOUR NEAREST STORE

        How long does engraving/monogramming take?

        It can take around 3 business days for small leather accessories, 2–3 weeks for bags and 3–4 weeks for rings and watches. This differs depending on factors such as the time period during which the request is made and the material of the product, so please contact us for more details.

        Can I exchange or change monogrammed/engraved products?

        We do not accept returns or exchanges on products that have been monogrammed or engraved.

        Returns and Exchanges

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        Can I exchange my items?

        We can exchange unused products that have been sent back within 14 days of receipt and comply with our terms and conditions. Exchanges of equal or greater value can also be made in-store at the Gucci Ginza / Aoyama / Shinjuku / Roppongi / Namiki / Miyashita Park / Shibuya Parco / Nagoya / Meieki / Osaka / Kanazawa stores. Please contact us about this in advance. Please note that other Gucci retailers (such as those located in department stores) cannot accept exchanges for items purchased through the online store.

        Can I return my items?

        This depends on conditions such as whether the return/exchange tags are still attached to the items, the items are unused and the items are sent back within 14 days of receipt. All items must be in original condition with original tags attached. All merchandise - including Gucci Beauty - that has been worn, used, altered or damaged will not be accepted. For lingerie products, the underwear protection, when provided, must also be intact.

        How do I return or exchange an item?

        Please contact us on freephone +81 120-99-2177 or at assistance@jp-onlineshopping.gucci.com within the specified period and send your items to the separately provided address in an unused state and with the required documentation enclosed.

        Will I be charged a delivery fee when returning or exchanging items?

        You will not be charged a delivery fee. We will also cover any delivery costs when sending you items back in exchange

        What about refunds?

        We will refund your items via the payment method selected when the items were originally purchased. (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.

        Can I exchange items that I received as a gift?

        The purchaser’s permission is required for credit card and bank transfer procedures when processing an exchange. Upon obtaining the permission of the purchaser, please call freephone +81 120-99-2177 or email assistance@jp-onlineshopping.gucci.com within 14 days of receipt of the product and send your items back unused and with the required documentation enclosed.

        Care and Repair

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        How do I care for leather goods?

        Please avoid letting these products come into direct contact with rain or moisture. If they do get wet, please use a dry cloth to remove any moisture as soon as possible. Avoid rubbing and do not use any creams or sprays. 

        Where can I find out more about the materials used in my items?

        Please contact Gucci Customer Service.

        Where can I find out how to use my watch and check the warranty?

        If you need assistance or service on your Gucci watch, you may: 

        Gucci provides a two-year international warranty for all watches purchased from Gucci.com, Gucci stores and authorized Gucci retailers. 
         

        For Premium Watches and High Watchmaking Collections*, Gucci offers extended after sales services: 

        - A five-year international warranty on Premium Watches collection. 

        - A eight-year international warranty on High Watchmaking Collection, which also includes additional services.  
         

        Complete warranty information on Gucci watches is available by clicking here

        *Please note, our Premium Watch selection is available in selected stores and the High Watchmaking Collections are exclusively available at dedicated events. 
         

        GUCCI WARRANTY CERTIFICATES 

        In accordance with the commitment of Gucci for reducing the environmental impact, for all watches bought after March 1st 2022 Gucci will avoid paper leaflets and provide the clients with a digital certificate. 

        Please visit watchwarranty.gucci.com to check the status of the warranty of your watch and download your certificate. 
         

        HOW TO FIND THE SERIAL NUMBER OF MY WATCH

        At Gucci we use a unique number to identify each watch, called a Serial Number, which consists of 8 numbers. 

        You can find it engraved on the back of the case of your watch. 

        How do I get my products repaired?

        Please contact Gucci Customer Service about any products purchased on the Gucci Official Online Store.                  

         
        Freephone: +81 120-99-2177
        (Open: 10:00–21:00, excluding New Year’s holidays)
         
         

        Repairing items purchased online

        As a bonus for shopping online, items can be repaired free of charge for two weeks after purchase. (Limited to certain products.) For adjustments to clothing or shoulder bag straps, shoe lining, belt hole punching, or watch link replacement, please contact Client Services. 

         
        Freephone: +81 120-99-2177 (Open 10:00–21:00)

        Does Gucci offer dedicated care services for the Beloved lines?

        Gucci offers an exclusive and complimentary after-sale package with the purchase of new handbags from the Gucci Beloved lines (GG Marmont, Gucci Horsebit 1955, Dionysus, Bamboo 1947 and Jackie 1961). *

        Gucci Beloved Care begins with an initial evaluation by a Client Advisor. Depending on your bag condition and the evaluation, it will be treated with after-sale care services including:

        • Leather renewal: following an initial cleaning, a special treatment restores the suppleness of the leather and refines the surface in case of light scratches
        • Ozone purification: a particular ozone treatment neutralizes any present bacteria and removes undesired scents
        • Hardware conditioning: zippers and other metal details are examined and oiled when necessary to ensure they are in perfect working order

        Please note that the actual availability of one or more of these services depends on the condition of your handbag and on its specific style and material; after an assessment of your handbag, our Client Advisors will be able to advise on the services available for your handbag.

        Gucci Beloved Care is a complimentary service that you can request once per handbag starting from 6 months after the date of purchase.

        Should you wish to enjoy the Gucci Beloved Care after-sale package more than once on your handbag, please visit one of our stores or contact our Client Services to receive an evaluation of the available services and the possible applicable fees.

        You can request the Gucci Beloved Care in one of the Gucci stores listed here or by contacting our Client Advisors

        *Gucci Beloved Care is available for items purchased from August 2021 onwards on www.gucci.com or in one of the Gucci stores listed here. It is independent of, and without prejudice to, any mandatory statutory warranty on the products.

        Does Gucci offer dedicated care services for the Gucci Diana line?

        Gucci offers an exclusive and complimentary after-sale package with the purchase of new handbags from the Gucci Diana line.

        Gucci Diana Care begins with an initial evaluation by a Client Advisor. Depending on your bag condition, it will be treated with after-sale care services including:

        • Leather renewal: following an initial cleaning, a special treatment restores the suppleness of the leather and refines the surface in case of scratches
        • Ozone purification: a particular ozone treatment neutralizes any present bacteria and removes undesired scents
        • Hardware conditioning: zippers and other metal details are examined and oiled when necessary to ensure they are in perfect working order

        To help you take care of your Gucci Diana at home, each bag comes with its own cloth made from bamboo fibers that can be used to remove dust and preserve the leather and handles. Learn how to use it by following the dedicated instructions found in the packaging of the cloth or by contacting our Client Services for assistance.

        Please note that the actual availability of one or more of these services depends on the condition of your handbag and on its specific style and material; after an assessment of your handbag, our Client Advisors will be able to advise on the services available for your handbag.

        Gucci Diana Care is a complimentary service that you can request once per handbag starting from 6 months after the date of purchase.

        Should you wish to enjoy the Gucci Diana Care after-sale package more than once on your handbag, please visit one of our stores or contact our Client Services to receive an evaluation of the available services and the possible applicable fees.

        You can request the Gucci Diana Care in one of the Gucci stores listed here or by contacting our Client Advisors.

        *Gucci Diana Care is available for items purchased from August 2021 onwards on www.gucci.com or in one of the Gucci stores listed here. It is independent of, and without prejudice to, any mandatory statutory warranty on the products.

        How much do repairs cost?

        After a detailed inspection of your item by an expert, you will be provided with a unique quote based on its condition. You can make a request for an estimate by contacting a Gucci Client Advisor online to or bringing your item to a Gucci store. Before the repairs begin, you will have the opportunity to review the quote and choose to approve it before continuing.

        Payment can be carried out in-store when you collect your item, or if it is delivered to you, you can pay the Yamato Transport Co. driver the cost of the service plus a delivery charge of 770 yen (including tax) by cash, credit or debit card.

        For more information, you can find a detailed guide at our dedicated page

        Can you make repairs in store?

        We accept items for repair at any directly managed Gucci store across the country, even if purchased from our online store.

        Store Services

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        how to check store inventory

        You can check the stock status of stores in Japan and overseas from "Search for stocked stores" on the product page. Keep in mind that inventory information is always in flux. If none of the stores are in stock, the Find a Store with Stock button is not displayed.

        About book an appointment online

        store locator、or you can make an online store reservation through the "Find in store" function on the product page. You can find all stores with online appointment available from here

        How to pick up online-purchased items in a store

        You can receive your ordered products at GUCCI.COM at the flagship store.

        This service is available in Gucci Ginza, Gucci Aoyama, Gucci Shinjuku, Gucci Roppongi, Gucci Shibuya PARCO, Gucci Osaka, Gucci Nagoya, Gucci Kanazawa.

        Client Service accepts orders over the phone.
        Client Service 0120-99-2177 Business Hours 10 am-9pm

        Please bring your ID and a copy of your order confirmation email to receive the ordered product. If someone wishes to pick you up instead, please be sure to bring the following:
        Identification card
        -A copy of your order confirmation email
        -Signed power of attorney

        Once your order has been delivered to your store, we will store it for 14 days. If you do not receive it during the period, the product will be returned and refunded to you. Products received at the store will be returned for 14 days, just like any other products purchased online. This service is not available for cash on delivery, decor products or express delivery.

        If you have any questions regarding shopping or services at the official online shop, please contact the following.

        Gucci Client Service
        E-mail: assistance@jp-onlineshopping.gucci.com
        Free Dial: 0120-99-2177
        [Reception Hours: 10: 00-21: 00]

        When you could not find an item in a store

        If the store you visit does not have the desired product in stock and the Gucci official online shop has it, contact your store's client advisor. We can help you with in-store IPAD or phone purchases. You can pick it up at your store or at home.

        How to exchange at a store

        Gucci Ginza / Aoyama / Shinjuku / Roppongi / Namiki / Miyashita Park / Shibuya Parco / Nagoya / Meieki / Osaka / Kanazawa stores are available for exchanges of the same amount or more. Please consult in advance. Please note that other Gucci stores (such as Gucci store in department stores) are not available.

        My Gucci Account

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        What is a My Gucci account?

        My Gucci is a membership program that gives you complete access to our digital world. As well as dedicated member only collections, our insider community is the first to shop the latest designs and to discover the Gucci App's exclusive features—including new Virtual Try  on and Arcade games, wallpapers and stickers. 
        As a part of a special connection to the House, members are the first to hear Gucci Podcast episodes with advance access. Streamline your shopping experience by saving time at checkout by adding your shipping and payment details in one place and simply log in to track your parcel.  As a member you can curate your own tailor made collection by adding items to your wish list and receive personalized advice from our Client Advisors.

        How can I become a My Gucci member?

        Visit our registration page (here) so we can welcome you into the House.

        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 Gucci Account.
        Log into your 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.
        Log into your account

        How can I unsubscribe to the Gucci's mailing list?

        Unsubscribe to be removed from our mailing list. 

        What is Gucci’s Privacy Policy?

        Gucci’s Privacy Policy is available in this section

        Contact Us

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        Enquires about the Gucci official online store or any further questions

        Email: assistance@jp-onlineshopping.gucci.com

        Freephone: +81 120-99-2177
         
        (Open: 10:00–21:00, excluding New Year’s holidays)
        When receiving calls from Client Services, the number that will flash up on your phone will be +81 3-6388-0380.

        How to make a video appointment with a client advisor

        Gucci Client Advisor will introduce the product using a dedicated video call.

        [How to reserve a video appointment]
        1. From This reservation form (external link) , please select the date and time when the desired staff member can make a reservation.
        2. Answer the questionnaire to find out what products you are interested in. As for the number of products you can request, please refer to the points that can be introduced in one hour.
        3. Select your email address or mobile phone number on the screen to send the customer verification code.
        4. Please check the SMS or email that will be delivered automatically after the reservation is completed. You can find the URL of the video appointment in the SMS or email body.
        5. On the day of the reservation, when it is time, access the URL sent by SMS or email and press the "Start" button.
        * By default, the camera function of your terminal is turned off, and your appearance is optional.
        * Calls (video calls) and chats will be recorded. By using it, you agree to it.

        [Notes]
        ・ Video appointments must be reserved by appointment.
        ・ Reservation is possible until 17 o'clock three days before the appointment date.
        ・ Cancellation period is up to 2 hours before the reserved time.
        ・ Cannot be changed after booking. Please make a new reservation after canceling from the reservation page URL included in the SMS / email.
        ・ If there is no access even if the reservation time exceeds 10 minutes, it will be automatically canceled.

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        Client ServicesGUCCI Japan

        Inquiries about Gucci website or online purchases
        EMAIL
        To reach our online Client Assistants by email, click "email us" to provide details and your contact information.
        live chat
        Our Client Advisors are available to chat Monday through Saturday 9:00AM – 12:00 AM and Sunday, 10:00AM - 10:00PM (EST), excluding holidays. The option to chat will become active during these hours once an advisor is available.
        PHONE
        Our Client Advisors are available by phone between 10:00AM – 9:00 PM (JST), Monday through Sunday, excluding New Year holidays.
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