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FREQUENTLY ASKED QUESTIONS

Shipping & Delivery

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

For items available for immediate purchase, you may select the following shipping service:

Delivery timing is estimated from the time your order is shipped, not when it is placed.

 

Shipping Service Shipping Fee Delivery Estimate from shipping
Express Delivery Complimentary 3 - 5 business days*.
 
 

*We offer Complimentary Express shipping with all orders. All orders are dispatched Monday through Friday, excluding Saturday, Sunday and holidays. From the moment the order leaves our warehouse, orders are delivered within 3 - 5 business days. Please note that Gucci does not ship to P.O. Boxes and that all orders require a signature upon delivery.

 You will receive a shipping confirmation email with delivery details once your order has been accepted by the courier. Gucci is not responsible for any unanticipated delays beyond Gucci’s control.

Pre-order, Backorder, Made to Order and Monogram items will ship on the estimated date noted on the product description page. These items will ship through Express once they become available.

 
 

 

How can I track my order status?

Once your item(s) have been shipped you will receive a confirmation email which will include a link to track your order through the carrier. 

Is a signature required upon delivery of my order?

Due to COVID-19 safety considerations, TNT and Gucci have temporarily suspend client signature requirements for most deliveries, in order to extend safety precautions to the point of delivery. We kindly suggest following your shipment with the dedicated tracking information found in your shipping confirmation email. Please note that where necessary, delivery may be made to a mail or reception area.

Can I ship to a P.O. Box or Parcel Locker?

Orders may not be shipped to P.O. boxes or Parcel Lockers.

Can I modify my shipping address?

Please note, shipping and delivery information for orders purchased through PayPal may not be modified once the order has been submitted.

Can I have my item delivered to a store?

Delivery to your preferred Gucci store can be arranged in one of two ways:
 1. Enter your preferred Gucci store address in the ‘Shipping Address’ section during checkout of your order. Our Online Client Advisors will ensure that your order is shipped accordingly, and that you receive shipment updates until delivery is complete.
You can find addresses for the available Gucci stores below:
2. If you wish to be assisted with delivery to a Gucci store, please contact us.
The same processing and delivery time frames apply as any order placed on Gucci.com.
 

 

Can I ship to multiple addresses?

At this time we can only ship to one address per order. To ship to multiple addresses, please place a separate order for each location.

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. 

COVID 19 FAQ

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Will COVID-19 affect my Gucci.com order?

At Gucci, our top priority is the health and well-being of our clients, teams and communities, and we have been closely monitoring the latest developments with the novel coronavirus (COVID-19). 
 
  • Gucci.com and select stores are open and we are dedicated to providing you with the shopping experience you have come to know and love. 
  • Estimated shipping of available items is within 4-5 business days. Please refer to the delivery date estimate noted on the product description page and at checkout.
  • The return window for online purchases is 14 days from the date you received your purchase. 
  • As the safety of our clients, teams and communities are our top priority, we are working with TNT to help prevent the spread of COVID-19.  Following recommendations from the World Health Organization (WHO), TNT have temporarily suspended signature requirements for most deliveries to extend its safety precautions at the point of delivery. Therefore, we are temporarily not requiring you to physically sign for your delivery. We suggest that you follow your shipment with the tracking number found in your shipping confirmation email.
 If you have any concerns or questions, please Contact Us

Will COVID-19 impact my return?

At Gucci, our top priority is the health and well-being of our clients, teams and communities, and we have been closely monitoring the latest developments with the novel coronavirus (COVID-19). 
 
Online Purchases: The return window for online purchases is 14 days from the date you received your purchase. You may return products by courier using the complimentary prepaid return label included with your order, and following the return instructions provided in your digital invoice. 
In store purchases: If you would like to return an item purchased in one of our stores in New Zealand, we will accept the return up to 14 days after Gucci stores have reopened. Items must be unworn and in their original condition with all tags attached and accompanied by their receipt in order to be eligible for return or exchange. Upon resuming normal store business hours an in-store Client Advisor will assist you in processing your return.

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

As majority of our stores have reopened, repair and care services are available. There might be a delay in the product care response, but our teams will endeavor to provide you with a response as soon as they can.
If you have any concerns or questions, please Contact Us.

Which stores are opened?

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

How is Gucci ensuring that its reopened stores will be safe, and customers will not be exposing themselves by interacting with Gucci employees?

For each reopened store, we will be following strict safety protocols to ensure we continue to help fight the spread of the virus. All Gucci employees will be required to perform health screening protocols, practice social distancing and have been provided with a mask and sanitizer to use, to help maintain a safe environment for both the client and the employee. In addition, we encourage all our clients to follow safety guidelines. If you are exhibiting any signs of the virus, we kindly ask you to refrain from visiting a store at this time and contact us to provide services at a later date.

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

We have reopened stores at locations where we have determined, along with local government officials, that it is safe to do so. We will continue to monitor all stores and their local communities closely and will determine when and where we can reopen other store locations. 

Do not hesitate to contact us for more information. 

How is Gucci ensuring products touched, tried on or returned by clients are safe?

All our stores are cleaned and disinfected regularly following standards set by the Government and WHO, we are also ensuring that all Government and WHO safety and health practices have been implemented in our stores where possible.

Does Gucci offer any contactless payment options like Apple Pay, etc?

Gucci locations will continue to accept contactless Mobile Payment including Apple Pay, Samsung Pay, Android Pay, WeChat and Alipay.

Why do I have to wait in line?

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

Do you offer hand sanitizer?

Yes, all stores can offer you hand sanitizer.

Is your client service available?

Online Client Advisors can be contacted at this link.

Product Information

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Which products are available for purchase on Gucci.com?

Gucci.com offers products across all categories, including handbags, accessories, shoes, jewellery, décor, makeup and ready-to-wear. You can shop by runway look or discover our special capsule collections. Custom Made to Order and personalised items are also available.

 

Each product is labeled with its availability, as follows: 

 

 
Availability Status Delivery Window
Available Your selection will be available for shipment in 3 - 5 business days.

We offer Complimentary Express shipping with all orders. All orders are processed Monday through Friday, excluding Saturday, Sunday and holidays. From the moment the order leaves our warehouse, orders are delivered within 3 - 5 business days.* 

Pre-Order/Backorder These items are not available for immediate purchase, but you may place a pre-order to receive this product as soon as it becomes available. Estimated delivery date noted on the product description page and at checkout. 
Made to Order/Personalisation These items are custom-made exclusively once an order request has been made.  Estimated delivery date noted on the product description page and at checkout.
Monogramming Once your order is placed, please allow an additional 3 – 4 days for shipment . Estimated delivery date noted on the product description page and at checkout.

*Please note that Gucci does not ship to P.O. Boxes and that all orders require a signature upon delivery.

 

What if an item is unavailable?

If an item or size you have selected is not available for purchase on Gucci.com, you can locate it at the nearest Gucci store using the Find in Store feature on the product description page. 


If you need additional assistance please Contact Us.

Does Gucci offer sales online?

Gucci does not offer sales online. Sale is exclusively available through Gucci outlet locations. To find your nearest Gucci outlet, please visit our Store Locator.

Where are Gucci products made?

Gucci products are crafted with the highest quality materials, design and workmanship. Most Gucci products are made in Italy. Exceptions include watches, which are mainly manufactured in Switzerland, cosmetics that come from the EU and some eyewear produced in Japan.

 

In line with our mission of responsible shopping, we are constantly searching to find more sustainable materials and manufacturing processes to develop products that have a lower impact on the environment, while still upholding our commitment to superior craftsmanship and quality. To learn more about how Gucci manages sustainability within our business, visit Gucci Equilibrium and our Corporate Sustainability & Responsibility Policy.  

 

 

What are Made to Order items?

Made to Order items are custom-made only after an order has been requested. Once an order has been placed, our Online Client Advisors will contact you to confirm your order details and payment. Your item will then be crafted exclusively for you.
 
Made to Order items include furniture from the Décor collection, including chairs, stools and paneled screens.
 
Please note that once a Made to Order item has successfully been submitted, it cannot be cancelled, modified or returned for a refund. These items are final sale. 
 

What is Personalisation and how do I personalise my item?

Gucci offers personalisation options to give your item a unique customised finish. 
 
Monogramming
Monogramming is available for a limited selection of leather goods. This complimentary service allows you to choose up to three initials in three different colour options, depending on the selected style. Create your Monogram.
 
Please note that once you have placed an order for a personalised item, it is considered final sale and you cannot cancel, modify or return your selection.

How do I know my size?

Size guides with general recommendations are available on each product page to help determine your best fit. 

 

If you need additional assistance please Contact Us

 

How do I know if a product I have is authentic? Does Gucci guarantee the authenticity of all products sold on Gucci.com?

Gucci products are crafted with the highest quality materials, design and workmanship. “Made in Italy” is an integral part of the essence of Gucci. It is a cultural approach, a know-how that took generations to build, and a genuine mission that has allowed Gucci to become one of the world’s most desirable luxury fashion brands. Counterfeit Gucci products are replicas or imitations of authentic Gucci products that are aimed at misleading consumers and can be of poor quality, lacking the details and the craftsmanship which characterise authentic Gucci goods.

 

We guarantee the authenticity of all products purchased on Gucci.com and in Gucci stores. 

 

If you would like to report counterfeits or suspect websites, please send an email to counterfeit@gucci.com, providing as much descriptive information as possible about the products or the website. 

How has Gucci committed to sustainability and responsible shopping?

Gucci is committed to implementing a culture of sustainability, with a responsible attitude towards the people and environment that make up our community. We are constantly searching to find more sustainable materials and manufacturing processes to develop products that have a lower impact on the environment, dream up innovative solutions and look after the people who help us achieve all of this.

 

We have already begun our journey with the use of organic fabrics, recycled materials, metal-free tanning processes and scrap-less cutting. 

 

An unprecedented commitment to sustainability leadership in luxury and fashion, Gucci’s supply chain has become carbon neutral and we are dedicated to continuing our commitment within our Culture of Purpose. 

 
To learn more about how Gucci manages sustainability within our business, visit Gucci Equilibrium and our Corporate Sustainability & Responsibility Policy.  

Orders & Payment

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What forms of payment do you accept?

Gucci accepts the following forms of payment for online purchases:  
 
  1. Visa
  2. MasterCard
  3. American Express
  4. Diners Club
  5. JCB
  6. Paypal
 
Please note, at this time we do not offer instalment payments, or payments via Gucci credit notes and/or gift cards.  
 
When placing an order, your billing address must match the information linked to your payment method. If your payment is declined, please contact your bank or financial institution for assistance.

Can I use multiple methods of payment?

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

When will I be charged for my purchase?

The transaction will be charged to your credit card after we have verified your card details, received credit authorisation, confirmed availability and prepared your order for shipping. Your credit card will not be charged at the time you submit your order but will be authorised for $1 for verification purposes. For Made To Order, personalised and selected Décor products, payment will be taken at the time the order is placed.

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

All our orders are duty and tax paid. Duty free purchases are not available on Gucci.com\nz.

Do you accept gift cards or credit notes?

At this time, we do not accept Gucci gift cards or Store Credit notes on Gucci.com.

Can I cancel or modify my order?

If you need to cancel or modify your order, please Contact Us as soon as possible. We will make every effort to accommodate your request, but cannot guarantee your order may be adjusted once it’s been submitted. Processed orders may not be cancelled or modified; you may return your item subject to Gucci’s Online Return Policy.
 
Once a  Made To Order, Monogram and selected Décor products order has been placed, it cannot be cancelled or modified. These items are considered final sale and cannot be returned.

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

If you have received an e-mail from us informing you that your order has been cancelled, please place a new order online, or contact us.

Returns & Exchanges

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

You may return or exchange Gucci products purchased online or over the phone, in accordance with the Online Return Policy requirements, within 30 days from the date of delivery.
Returned merchandise must meet the below requirements in order to be accepted for a refund:
  • All items must be in original condition with original tags attached. 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 may only be returned if unopened and in their original cellophane wrapping.
  • Returns on items with a return tag attached will only be honoured if the label has not been removed.
  • Made To Order, Monogram and selected Décor items are final sale and cannot be returned.
  • Due to the intimate nature of swimwear, tights and lingerie, these products should be tried on wearing your own clothing underneath. 
  • Décor items, such as chairs or items with non-standard dimensions, may require special return instructions. If you would like to return one of these items, please Contact Us.
  • Items purchased at a Gucci store, Gucci outlet store or other retailer or distributor cannot be returned to Gucci.com. These items may only be returned to the store of the original purchase.
For more information, please refer to our Terms of Sale.

How can I return a product I purchased online?

Returns shipped using the prepaid return label are complimentary. Please note, Gucci is not liable for merchandise returned through an alternative courier service, we recommend using the prepaid label. 
All returns must be in original packaging, unworn condition, and have the Gucci return tag intact.
To return a Gucci item, please follow the instructions below:
  1. Schedule a collection for your return by contacting us.
  2. Complete all four (4) copies of Return Commercial Invoice, indicate if you wish to Return or Exchange and provide a return reason. Date and sign the Return Pro-Forma Declaration.
  3. Do not enclose the Return paperwork or Connote inside your package, as these are required by Customs.
  4. Upon collection, leave the following paperwork outside of the package for the driver, and leave the box open for Customs inspection:

           i. Four (4) copies of the Return Commercial Invoice, and; 

           ii. Three (3) copies of the Courier Connote.                                                                                                                                                                                                                                                                                                                 

 

Please note that new orders for an exchange item are subject to merchandise availability, we will inform you if we are unable to fulfil you order.

 

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

You may return or exchange Gucci products purchased online or over the phone, in accordance with the Online Return Policy requirements, within 30 days from the date of delivery, to any Gucci store in New Zealand (excluding department stores or Gucci Timepieces). 
 
To locate a store near you, please visit our store locator
 
To facilitate your return, please bring a printed or digital copy of your invoice, the credit card you used to make the purchase or a form of identification.
 
Once received in the warehouse, returns will be processed within 14 business days. You will receive an email confirmation when your return has been completed. 
 
Refunds will be credited back to the original form of payment. 
Alternatively, the store may process an exchange.
 
Please refer to our Terms of Sale for more information.

How do I exchange an item?

Exchanges can be made by courier or in store. In order to exchange an item, return the original item using the return instructions provided in your shipment. Please note that new orders are subject to merchandise availability. We will inform you if we are unable to fulfill your order.
For Credit Card orders a refund will be issued for returned item following a new charge for an exchange. 
 
For Paypal orders, exchanges may be processed only for the same or lower value. If you are exchanging for an item of lower cost, you will receive a partial refund directly through your Paypal account.
 
 
For more information or questions, please Contact Us.

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

Merchandise returned by courier to the warehouse will be processed within 30 business days from receipt. You will receive an email confirmation when your return has been completed. Refunds will be credited back to the original form of payment.

Are delivery charges refundable?

Delivery fees for Same-Day or Saturday delivery are non-refundable.

Can I exchange or return an item gifted to me by someone else?

Gift items purchased on Gucci.com may be returned or exchanged. However, refunds may only be issued to the same method of payment used for the original purchase.  
 
Please refer to our Terms of Sale for more information and return instructions.

Can I return a Made To Order or monogrammed item?

Once a Made To Order or monogrammed item item has successfully been submitted, it cannot be cancelled, modified or returned for a refund. These items are final sale.

Gifts

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How do I send a gift?

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

What Gifting Services does Gucci offer?

Gucci offers several gifting options—from complimentary gift wrapping to personalised gift recommendations.

 

Complimentary Gift Wrap

All Gucci.com orders come with complimentary gift wrap which includes a signature Gucci gift box tied with a Gucci satin ribbon or gift bag. Gucci gift boxes are only available for products 66cm x47cm x17cm and smaller. You also have the option of including a personalised gift message and excluding the price from the order invoice. 

 

Personalisation 

Gucci offers personalisation options to give your item a unique customised finish, with embossed monogramming program. 

Monogramming

Monogramming is available for a limited selection of leather goods. This complimentary service allows you to choose up to three initials in three different colour options, depending on the selected style. Create your Monogram.

 

Ask a Gift Expert

Need recommendations? Our dedicated Online Client Advisors are available to assist in finding the perfect gift, based on your specific details like ideal price range, product type and more, creating a tailor-made list of ideas. To connect with one of our Online Client Advisors for a personalised shopping experience, visit Gift Services for more information.

Can I personalise my gift?

Gucci offers personalisation options to give your item a unique customised finish, with embossed monogramming. 
 
Monogramming
Monogramming is available for a limited selection of leather goods. This complimentary service allows you to choose up to three initials in three different colour options, depending on the selected style. Create your Monogram.
 
Please note that once you have placed an order for a personalised item, it is considered final sale and you cannot cancel, modify or return your selection.
 

Can I order corporate gifts on the website?

For full terms and conditions applicable to corporate gifts, please Contact Us. 

 

Can I exchange or return an item gifted to me by someone else?

Gift items purchased on Gucci.com may be returned. However, refunds may only be issued to the same method of payment used for the original purchase.  
 
Please refer to our Online Return Policy for more information and return instructions.

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. 

Care & Repair

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Who can I contact for assistance with my Gucci product?

Gucci provides after sales services for products purchased from Gucci.com, Gucci stores and authorised Gucci retailers.

 

If you need assistance or service, you may:

Visit the Gucci authorised retailers where the product was purchased or any Gucci store.

Contact Gucci Client Services.

 

For Gucci watches, please refer to the section below.

Who can I contact for assistance with my Gucci watch?

Gucci provides after sales services for watches purchased from Gucci.com, Gucci stores and authorised Gucci retailers.

 
If you need assistance or service on your Gucci watch, you may:
• Visit any retailer or authorised service center listed at the following link.
 
Complete warranty information on Gucci watches is available by clicking here.

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

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

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

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

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?

To create a Gucci account, simply enter the following on the Create an account page:

  • Name
  • Email address
  • Birthday
  • Password
 
With a Gucci account, you can:
  • Expedite checkout by storing your information, including payment credentials, shipping details and billing address
  • Access your Order History to track the product information, order date and shipment date of your orders 
  • Save the contents of your Shopping Bag for later

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.
 
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.
 
 

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

Unsubscribe to be removed from our mailing list. 

What is Gucci’s Privacy Policy?

Contact Us

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