FREQUENTLY ASKED QUESTIONS

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, 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

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.

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. 

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.

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). 

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. 

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

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.

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. 

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. 

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.

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

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.

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

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.

They are identical.

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. 

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.

Try on different sizes, colours and items from the comfort of your home and only pay for your favourites. To get started, contact us and a dedicated Gucci Client Advisor will provide personalized recommendations and assist you in ordering the best size. You will have a week to try on your items and make any returns. Please note, you will only pay for the items that you choose to keep.
To use this service, please contact us at 0120-99-2177 between 10am and 9pm.

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

 Yes.

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

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

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

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

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. 

You can request to cancel or change your order until we have started to prepare it for shipping. Please note, you will need to receive confirmation from us that your request has been successful. We recommend contacting us as soon as possible as, once order preparation has started, your order can no longer be modified. After this point, you will only be able to exchange or return your order. For more information, refer to the Returns & Exchanges section.

Beauty products, made to Order, DIY or personalized items are final sale and cannot be modified or cancelled.

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

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.

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.

 

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

You can change these under Address Book on your 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.

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.

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

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.

Are you using the Gucci App to log in? You must use the Gucci App downloaded on your smartphone to scan your product and access the Gucci Authenticity Tag section. Are you scanning in the right spot? Wallets and purses: Place your phone on the back of the product, 4cm from the bottom. Luggage: place the phone on the back of the product, 4 cm from the bottom of the padding or protective lining. Is your smartphone compatible with NFC technology? NFC technology is only available on compatible smartphones with the NFC reader active.

Gucci Authenticity Tag is a new service available exclusively on selected items from the latest collections that cannot be added or removed from products.

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.

 

 

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.

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

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. 

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.

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. 

Credit card (Visa, MasterCard, American Express, JCB, Diners), pay on delivery (cash, credit card, debit card), Amazon Pay, Installment service, 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). It is possible to pay using Rakuten Pay, PayPay, MerPay when placing an order by phone. 

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

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.

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

Your credit card will be charged when your order is shipped with the exception of made to order and DIY items where your credit card will be charged after the order is confirmed.

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

We will cover the cost of any handling fees.

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

Please select either credit card payment or bank transfer payment.

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

If you would like to pay with PayPay, please call Client Services to place an order, or select bank transfer as the Payment Method when placing your order, and then contact Client Services to tell us that you would like to pay with PayPay.  

When paying by PayPay, 0.5% PayPay points of the payment amount will be issued to your PayPay account.  

Please note that you cannot use PayPay to order DIY products and some Décor products.  

When paying by bank transfer, you will receive instructions regarding the transfer automatically, but please disregard this email.  

As soon as the product is ready, we will send you an email with a link to proceed to payment.  

Please note that we will cancel the order if you don’t complete the procedures within 5 days after receiving the payment link.  

Payment for the product will be made at the time of shipment.  

If you purchase products with different shipping times, please pay for each product separately. 

 

  

The installment service is a service you can apply when the total order amount is 200,000 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）

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

We only deliver domestically within Japan.

We use Yamato Transport.

We do not deliver to delivery boxes.

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.

If you would like to purchase an item online and pick it up from a Gucci store, please place your order by contacting Gucci Client Services by phone at 0120-99-2177 between 10am and 9pm.
It is possible to collect your item from the following Gucci stores:

• Gucci Ginza
• Gucci Aoyama
• Gucci Shinjuku
• Gucci Roppongi
• Gucci Shibuya PARCO
• Gucci Osaka
• Gucci Nagoya Mens
• Gucci Kanazawa
Gucci Namiki
• Gucci Miyashita park
Gucci Meieki

When you come to collect your order, please bring your ID and a copy of your order confirmation email. If another person is picking up the order on your behalf, it is necessary to present the following:

• A form of ID
• A physical or digital version of your ID
• A completed authorization form which can also be emailed in advance to the store, please contact us to receive this
• A digital or physical copy of the confirmation email

You will have 14 days to collect your item,
Once your order has arrived, we will notify you when it is ready to be collected. You will have 14 days to collect your order – an appointment is not required, just inform a Client Advisor once you arrive and they will guide you through the process. If it is not collected within this period, your order will be cancelled, and a refund will be issued. This service is not available for cash on delivery, décor products or express delivery.

 

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

The Express service depends on:

• Your item must be in stock—the individual product page must display "In stock" and "[Fee required] Express service (same-day/next-day delivery) available".
• The time slots available in your region

There will be a flat delivery fee of JPY 800 (including consumption tax)


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 0:00–8:00, Monday–Sunday: 　Delivered same-day 18:00–20:00
Orders made between 8:00–23:59, Monday–Sunday:　Delivered next-day 18:00–20:00
Express Honshu: Honshu, Shikoku (excludes Yamaguchi Prefecture, Hiroshima Prefecture (excluding Fukuyama City), Shimane prefecture (excluding Matsue City, Yasugi City, and Oki District , 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

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

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. 

Add a custom finish to select items with embossing and engraving—items eligible for the complimentary service will feature ‘Engravable’ or ‘Add your initials’ in their product pages. If you would like to personalise an item, please contact us at 0120-99-2177.
Please note, your order’s expected arrival date may change in respect to your confirmation email, and you will not be able to cancel or modify your order.

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.

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

No additional days are needed for monogramming services on small leather goods or handbags. For jewelry and watches, 3-4 additional weeks may be required.
This can differ due to the time period during which the request is made and the material of the product, to find out more, please contact us.

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

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 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.

Items should have the original tags attached, be unused and sent back within 14 days of receipt. Please note, all 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, made to Order, DIY or personalized items are final sale and cannot be modified, cancelled or returned.

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.

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

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.

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.

Gucci provides product care and repair services for products purchased from Gucci.com, Gucci stores and authorized Gucci retailers.  

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. 

Please contact Gucci Customer Service.

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

• Visit any retailer at the following link. 
• Contact Gucci Client Services. 
   

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. 

Please refer to the “GUCCI PRODUCT CARE” about GUCCI repair service or contact Gucci Customer Service about any products purchased on the Gucci Official Online Store.                  

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. 

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

Gucci Handbags 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 Handbags 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 Handbags 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 Handbags Care in one of the Gucci stores listed here or by contacting our Client Advisors

*Gucci Handbags 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.

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.

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. 

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

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.

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

If you would like to purchase an item from Gucci.com and pick it up from a Gucci store, please place your order by contacting Gucci Client Services by phone at 0120-99-2177 between 10am and 9pm.
It is possible to collect your item from the following Gucci stores:

• Gucci Ginza
• Gucci Aoyama
• Gucci Shinjuku
• Gucci Roppongi
• Gucci Shibuya PARCO
• Gucci Osaka
• Gucci Nagoya Mens
• Gucci Kanazawa

When you come to collect your order, please bring your ID and a copy of your order confirmation email. If another person is picking up the order on your behalf, it is necessary to present the following:

• A form of ID
• A physical or digital version of your ID
• A completed authorization form which can also be emailed in advance to the store, please contact us to receive this
• A digital or physical copy of the confirmation email

You will have 14 days to collect your item,
Once your order has arrived, we will notify you when it is ready to be collected. You will have 14 days to collect your order – an appointment is not required, just inform a Client Advisor once you arrive and they will guide you through the process. If it is not collected within this period, your order will be cancelled and a refund will be issued. This service is not available for cash on delivery, décor products or express delivery.

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.

Gucci Ginza / Aoyama / Shinjuku / Roppongi / Namiki / Miyashita Park / Shibuya Parco / Nagoya Mens / 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.

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.

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

Unsubscribe to be removed from our mailing list. 

Gucci’s Privacy Policy is available in this section

Email: assistance@jp-onlineshopping.gucci.com

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.