Purchasing OnlineExpand All Collapse All
How do I shop gucci.com?
There are several ways to browse gucci.com. You may explore our weekly homepage features or visit the navigation bar found at the top of every page. Simply click on the relevant section to open a drop-down menu, and then click on the links to visit categories, such as handbags or shoes. Within each category, you will find subcategories to further refine your search and help you locate exactly what you are looking for.
If you are looking for a specific item, you may use our search box in order to find products by name, colour, category or style.
When you have made your selection, choose your size and click on "add to shopping bag". Once you are ready to complete your purchase, visit your shopping bag at the top right-hand corner of our screen and click on "Checkout" to be led through the checkout process. If you have any questions or concerns, please contact us by phone at 0800 438 004, Monday-Friday from 10AM-7 PM (NZST) or via email at firstname.lastname@example.org
How do I place an order?
Depending on availability and shipping address, purchases may be made either directly through Gucci.com/nz or with the assistance of our online sales associates. You can contact us at 0800 438 004, Monday-Friday from 10AM-7 PM (NZST) or via email at email@example.com
Can I cancel or modify my order?
If you wish to cancel or modify your order, please contact us at 0800 438 004 or send an email to firstname.lastname@example.org as soon as possible. We will make every effort to accommodate your request. However, once an order has been submitted, we cannot guarantee that the purchase can be cancelled or modified.
If you have received your order and need to return it please refer to the return instructions included with your shipment. Once we receive your returned item, we will process a refund or an exchange as requested.
What is personalisation and how do I personalise my item?
Complimentary monogramming is available for a limited selection of products on Gucci.com. If the service is active for the searched product, a “Personalise” link will appear in the product page. By selecting this option it will be possible to choose from two to three initials in three different colour options, depending on the selected style.
What are the benefits of creating a Gucci account?
Creating a Gucci account allows you to:
- store multiple shipping and billing addresses to expedite your checkout
- save the contents of your shopping bag for later
- easily access your current order details and history
- manage your saved items
- save credit card information to expedite checkout
- discover recommended items
My order is not being accepted. Why?
Please be sure that the address you are entering in the "Billing" field is the address that is registered with your bank and the address where you receive your bank statement. If the system still doesn't accept your order, please contact your bank and then contact us on 0800 438 004 and we will be glad to assist you.
Product InformationExpand All Collapse All
Which Gucci products are available for purchase on gucci.com?
Gucci products available for purchase online include handbags, wallets, accessories, shoes, luggage, jewellery, watches, gifts and decor. Products on our site are subject to availability.
How many units of each product may I purchase on gucci.com?
You may purchase up to four (4) items per style depending on the availability.
What should I do if an item I want is unavailable?
For enquiries regarding items that are unavailable online, please contact us on 0800 438 004, Monday-Friday from 10AM-7 PM (NZST), or via email at
How do I know my size?
Please visit our size guides from the link on the product pages for sizing information.
How do I know if a product is available and how long it will take to be delivered?
Information on the availability of items is provided directly on the product page. When you have selected the product or the size needed, the availability will display for that item. The estimated time of shipment for all items is provided in the shopping bag and at checkout.
- "your selection is available": the item is in stock in our warehouse and can be dispatched in 1-2 business day(s) from the moment of the order.
"the product will ship within two weeks": the item is not in stock and it needs to be requested to our central warehouse; it will be shipped in approximately 2 weeks.
- "your selection is available for pre-order": please refer to your order confirmation email for your estimated shipping dates. The dates will also be listed on the product pages and during checkout once the item(s) is added to your shopping bag. Please be aware that the dates provided are only estimates, and that your items may arrive sooner or later than anticipated.
What is the priority waiting list?
We offer our clients the opportunity to pre-order items that are currently in production or that have sold out and are on back-order.
When you order one of these items, you are placed on a priority waiting list to be among the first to receive your selection once it becomes available. We do our best to provide expected shipping dates for these items on the product page and during checkout, but please be aware that they may arrive sooner or later than anticipated. Your credit card will only be charged for waiting list items at the time of shipment.
How do I know if a product I have is authentic?
If the product has been purchased on www.gucci.com/nz or in our Gucci Boutiques it is guaranteed to be authentic.
Where do I find items that I have seen in the press/magazines?
For inquiries about Gucci products, please contact us at 0800 438 004, Monday-Friday from 10AM-7 PM (NZST) or via email at email@example.com
PaymentExpand All Collapse All
Which payment methods do you accept?
Gucci accepts the following forms of payment for online purchases:
- American Express
- Diners Club
Please note that your billing address must match the address on your credit card statement. At this time we do not accept Gucci gift cards.
When will my credit card be charged?
Can I use multiple methods of payment?
At this time we only accept one (1) form of payment per order.
Do I have to pay duty and import charges?
My order has been declined; do I need to place a new order?
If you have received an email from us informing you that your order has been declined, please contact us at please contact us at 0800 438 004, Monday-Friday from 10AM-7 PM (NZST) or via email at firstname.lastname@example.org.
Shipping & DeliveryExpand All Collapse All
Which shipping options are available and what are the shipping fees?
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.
Please note that Gucci does not ship to P.O. Boxes and that all orders require a signature upon delivery.
We will endeavour to keep you informed throughout the order and delivery process. For more information, please contact us at 0800 438 004, Monday-Friday from 10AM-7 PM (NZST) or via email at email@example.com
Where does gucci.com ship?
Purchases made on gucci.com can only be shipped to addresses within New Zealand. Please note we do not ship to PO boxes. We are unable to deliver online purchases to other places at this time, but invite our clients to visit a local Gucci boutique. To locate a Gucci boutique near you, please visit our store locator.
Can I have my item delivered to a store?
At this time, we are unable to deliver items purchased online to one of our stores. We can deliver to home and company addresses where someone is available to sign for the package upon delivery.
Can I ship to multiple addresses?
At this time we can only ship to one address per order. To ship to multiple addresses, please place a separate order for each location.
Can I ship to a P.O. Box?
Purchases may not be shipped to P.O. boxes, or to any address outside of New Zealand.
Is a signature required upon delivery of my order?
For security reasons, all Gucci online purchases require an adult signature upon delivery. All orders are shipped via TNT Couriers. If no one is available to sign for the package, collection or re-delivery can be arranged directly with TNT Couriers or by contacting us on 0800 438 004, Monday-Friday from 10AM-7 PM (NZST) or at firstname.lastname@example.org.
How can I track my order?
Gucci will send you a shipping confirmation email as soon as your purchase has been shipped, which will allow you to track your order's status and the progress of your delivery. In addition, your personalised account on Gucci.com will allow you to follow your order status.
Should you require more information or assistance, please contact Client Services on 0800 438 004 or at email@example.com.
When can I expect delivery of my order?
To estimate the total delivery time for pre-ordered items, please refer to your order confirmation email for your estimated shipping dates. The dates will also be listed on the product pages and during checkout once the item(s) is added to your shopping bag. Please be aware that the dates provided are only estimates, and that your items may arrive sooner or later than anticipated.
ReturnsExpand All Collapse All
What is your return policy? How many days do I have to return a product?
For online purchases, Gucci will refund the purchase price of merchandise if returned according to the below conditions:
1. The item is in its original condition: merchandise that has been worn, used, altered or damaged will not be accepted;
2. Is accompanied by the original invoice, all original Gucci packaging, and outer shipping carton (or suitable alternative);
3. The security return/exchange label is intact and attached to the item;
4. The return is requested within 14 days from the date of delivery.
Returns and exchanges are not available for earrings, intimate apparel, swimwear, Made To Order, personalised and selected Décor orders, which are final sale.
Gucci reserves the right to refuse return of any merchandise that does not meet the above return requirements at Gucci's sole discretion.
How do I return an item?
Easy-to-follow return instructions are included with each shipment as follows:
Return to Gucci.com: exchange or refund
Within 14 days of receiving your order, request a return or exchange by contacting us on 0800 438 004 or firstname.lastname@example.org.
Once approved, Gucci will arrange for collection of the first return only, in its original packaging and provided boxes.
To prepare your return:
1. Ensure the item(s) are in original, unworn condition, and have the Gucci return tag intact. Place the item(s) in the original packaging.
2. Securely package the item(s) into the outer shipping carton. Do not enclose the Return Pro-Forma paperwork inside your package, as these are required by Customs.
3. Complete all four (4) copies of the Return Pro-forma Declaration, which appears on the bottom of your original Invoice:
a. Tick the item(s) you wish to return in the Returns column.
b. Indicate if you wish to Return or Exchange, and provide a return reason.
c. Complete the fields marked Returned Units and Return Total $ (NZD), to indicate the total number of items being returned, and the total value of all returned items.
d. Date and sign the Returns Pro-Forma Declaration.
e. Leave all four (4) copies outside of the package for Customs inspection.
4. Schedule a collection for your return by contacting us on 0800 438 004 or by email at email@example.com
Return to a Gucci store: exchange or drop-off your return
1. Visit any of our Gucci stores with the item(s), and your original invoice.
2. Ensure the item(s) are in original, unworn condition, and have the Gucci return tag intact.
3. The store will process an exchange, or facilitate the return of your item(s) to Gucci.com for a refund or exchange.
4. To find your nearest store, visit our Store Finder: www.gucci.com/nz/en_nz/store-finder
How long does it take for a refund to be issued?
Merchandise returned to Gucci.com will be processed within 7-10 business days of receipt. A confirmation email will be sent once your return has been processed and your account has been credited. Refunds may only be issued in the same form as was utilised for payment. Please note that once a refund is processed by Gucci, it may take 10-15 working days for the funds to be available in your account. Please note the original shipping charges incurred at the time of purchase are non-refundable.
Are delivery charges and return costs refundable?
Original shipping charges incurred at the time of purchase are non-refundable.
Can I return an item that I bought online to a Gucci boutique?
You may return or exchange merchandise in its original condition in any of our Gucci boutiques when accompanied by the original invoice. Merchandise must be returned within 14 days from the date of delivery from Gucci.com. Please note that shipping costs will not be subject to refund and that a different return policy may be applicable for in-store purchases.
How do you exchange an item with gucci.com?
In order to exchange an item, return the original item using the return instructions provided in your shipment. Please note that new orders are subject to merchandise availability. We will inform you if we are unable to fulfill your order.
GiftsExpand All Collapse All
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.
Care & RepairExpand All Collapse All
How can I ask for the repair of an item?
Gucci offers a repair service for Gucci products purchased from Gucci.com/nz, any Gucci boutique or any other Gucci-authorised retailer. Please contact our Client Service and After Sales department for enquiries about replacement parts or repairs for your item, providing as much detailed information as possible. Their contact information is:
Gucci Client Service and After Sales Department
Gucci Australia Pty Ltd
Level 26, 201 Elizabeth Street
NSW 2000, Australia
Tel: 0800 438 004
Is there a warranty on my watch?
A limited warranty card and booklet is included with each Gucci watch purchase. Warranties are valid for two years. Our limited warranties cover all manufacturing and mechanical defects, excluding malfunction or deterioration resulting from accidents or negligence. Authorised Gucci service centres listed in the warranty booklet will, at their discretion, repair or replace any component needed to restore the timepiece to full working order. Complete warranty information is provided in the booklet.
Where can I find instructions on how to use my watch?
Where can I find a list of Gucci retailers and service centers for my jewellery or watch?
You may find a list of all retailers and service centers for Gucci jewellery and watches here
Product AuthenticityExpand All Collapse All
Where can I buy authentic Gucci products?
Authentic Gucci products are sold exclusively through a network of directly operated Gucci boutiques, a small number of authorised franchisees, department and specialty stores and on Gucci.com/nz. A complete list of Gucci boutiques is published here.
Does Gucci gurantee the authenticity of all products sold on gucci.com?
What are counterfeits?
Counterfeit Gucci products are replicas or imitations of authentic Gucci products that are aimed to mislead consumers into believing they are genuine goods. Counterfeit products are of poor quality, but are sometimes offered for sale at high prices in order to mislead online shoppers. Such products lack the quality, attention to detail and craftsmanship which characterise authentic Gucci goods.
How can I identify a fake Gucci website?
Counterfeit Gucci products are frequently offered for sale on websites published at domain names containing the Gucci trademark - or slight variations thereof - together with descriptive or generic terms, such as “bag”, “shop”, “store”, “discount”, “outlet” and even words such as “official” or “authentic”. These website address names are deliberately selected by counterfeiters, as mentioned above, to mislead online shoppers regarding the source and authenticity of the products promoted on their websites.
How can I report counterfeits?
In order to report to Gucci suspected counterfeit Gucci products or suspect websites, please send an e-mail to firstname.lastname@example.org. Please provide us with as much descriptive information as possible about the product or the website, such as the location of the store, the seller of the product, the type of product, the website address, etc. We appreciate your help in our fight against counterfeiting.