FREQUENTLY ASKED QUESTIONS

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: 

Orders are dispatched Monday through Friday, excluding weekends and holidays. Please note that Gucci does not ship to P.O. Boxes or Parcel Lockers and that all orders require a signature upon delivery. 

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.

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.

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.  

Gucci offers the following complimentary personalization services on handbags, small leather goods, belts, jewellery, and luggage items.

Handbags, small leather goods, belts and luggage items
An exclusive selection can be embossed with up to six letters of your choice and colour on Gucci.com or after you receive your item at Gucci stores.

Jewellery
Select rings and bracelets can be engraved with an assortment of letters, numbers, and symbols in-store.

FIND YOUR NEAREST STORE
Please note personalized or made-to-order items are final sale and cannot be cancelled, modified or returned.

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

If you would like more detailed fitting information for a specific category please select from the dedicated pages.

Ring and Bracelet Size Guide

Gucci Belts Size Guide

Gucci Clothing Size Guide

If you need additional assistance please Contact Us.

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. 

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. 

1. Visa
2. MasterCard
3. American Express
4. Diners Club
5. JCB
6. Paypal

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

For most items (excluding Made to Order and personalized items), you will not be charged until your order is shipped. A temporary hold will be placed on your credit card for the full amount when you place your order. Once we have verified your card details and received credit authorization, we will prepare your order for shipping and charge the full amount.

Pay by link assisted orders will be processed after the payment is processed.

Please allow up to two business days to prepare your order for shipment.

Made to Order items and personalized items require full payment at the time the order is placed.

Once the order is received on Gucci.com, Gucci Client Services will contact you to confirm the order and process the payment. 

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

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

You may purchase up to four items per style. For corporate sales or orders for multiple items of Décor category, please refer to the corporate gifts policy under the Gifts FAQ section.

For assistance with placing an order, please Contact Us. 

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.

Once your item(s) have shipped you will receive a confirmation email where you will find a link to track your order. In order to check the status of your shipment just click on the link.

You can also find a tracking link in Orders section of My Account.

If there is a delay, we will send you a notification via sms.

You will receive an email confirmation once your order has been delivered.

If you need further assistance tracking your package, Contact us. 

For security reasons, an adult signature is required upon delivery. If you will be unavailable to sign for your package, please Contact Us.

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

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

For other payment methods, contact us if you wish to amend the address. 

To collect your order, please bring:

• Your government-issued photo ID

• Ready for Collection email

Please contact us via email from the email address on the original order and provide the following information:

• Order number

• Your full name as presented on the order

• Nominee’s full name as presented on their government-issued photo ID

• Nominee’s contact number and email

Our Customer Service team may contact you should they require verification of your order details.

Your nominee will be asked to provide the following documents to collect your order, and their details must match as per what you originally provided to us:

• Ready for Collection email (digital or printed)

• Their original government-issued photo ID (full name must be identical to the one provided)

For security purposes, we reserve the right to verify with you over the phone prior to processing the collection or we may refuse the collection altogether if we are not satisfied that the correct nominee is collecting the corresponding order.

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.

• 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.
• 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.

SELF SERVICE ONLINE RETURN

Return using our self-service portal following these steps:

1. To start the return process:

• Click here

• Select “Return Item(s)” from your MY GUCCI account under My Orders, or

• Click ‘Return’ through your delivery confirmation email.

2. Select the item(s) you would like to return and follow the instructions to process your return. The collection may be only booked for the following business day.

3. Once the return has been submitted, a confirmation will be emailed to you with a prepaid shipping label attached

4. Pack the item(s) you wish to return in the original packaging, making sure they match the ones you selected when you generated the request

5. Proceed with one of the following options:

• Download the prepaid shipping label from your MY GUCCI account,

• Access the prepaid shipping label in your return confirmation email

6. Print the prepaid label and attach it to the package. All returns shipped using the prepaid shipping label are complimentary

7. Track the return shipment through the confirmation email, through your MY GUCCI account or via the tracking number on the printed shipping label

8. Once received in the warehouse, returns will be processed within approximately 7–10 business days and credited back to the original form of payment. You will receive a confirmation email when your return has been completed. Please note it may take up to 5-7 business days for the funds to be available in your account and that any shipping charges incurred at the time of purchase are non-refundable

ONLINE RETURN WITH A GUCCI CLIENT ADVISOR

1. Contact us by phone 0800.008.800 or by live chat (Monday – Sunday from 12PM to 9PM NZST)

2. Once the return has been booked, a confirmation will be emailed to you with a prepaid shipping label attached

3. Pack the item(s) you wish to return in the original packaging, making sure they match the ones you selected when you generated the request

4. Proceed with one of the following options:

• Download the prepaid shipping label from your MY GUCCI account,

• Access the prepaid shipping label in your return confirmation email

5. Print the prepaid label and attach it to the package. All returns shipped using the prepaid shipping label are complimentary

6. Track the return shipment through the confirmation email, through your MY GUCCI account or via the tracking number on the printed shipping label

7. Once received in the warehouse, returns will be processed within approximately 7–10 business days and credited back to the original form of payment. You will receive a confirmation email when your return has been completed. Please note it may take up to 5-7 business days for the funds to be available in your account and that any shipping charges incurred at the time of purchase are non-refundable

IN-STORE RETURN

Follow these instructions for a seamless return in person at your nearest Gucci Store:

1. You may return your item to any Gucci store. Visit the following link to locate your nearest Gucci Store

2. Bring your return in its original packaging with a printed version of the digital invoice you received in your shipment confirmation email. Merchandise must meet the conditions and guidelines listed in the Online Return Policy in order to be accepted for a return

3. The store will accommodate a transit back to our warehouse. You will receive a confirmation email that you can use to track the progress of your return.

4. Once received in the warehouse, returns will be processed within approximately 7–10 business days and credited back to the original form of payment. You will receive a confirmation email when your return has been completed. Please note it may take up to 5-7 business days for the funds to be available in your account and that any shipping charges incurred at the time of purchase are non-refundable

INTERNATIONAL PURCHASES RETURNS AND EXCHANGES

It is not possible to return or request a refund for international purchases. However, you can exchange items with proof of purchase, as long as they meet all requirements. The exchange will be based on the current local price: if there is a difference in price due to local tax rates, you will need to pay the difference. Please note that for international exchanges, we cannot credit the tax from your original purchase. 

Gucci products purchased online or over the phone may be returned, in accordance with the Online Return Policy requirements, within 30 days from the date of delivery, to any Gucci store in New Zealand.

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. Merchandise must meet the conditions and guidelines listed in the Online Return Policy in order to be accepted for a return.

Refunds will be processed after our warehouse receives the merchandise from the store and credited back to the original form of payment. Please note it may take up to 10-15 business days for the funds to be available in your account and that any shipping charges incurred at the time of purchase are non-refundable. A different return policy may be applicable for in-store purchases. 

Merchandise returned by courier to the warehouse will be processed within 10 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.

Delivery fees are non-refundable.

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

We offer a 30 day return/exchange window in-store or by contacting Client Services. The return window starts on the day when your item was made available for collection. Items must remain in their original condition with all labels attached and intact. Please note, Made-to-order and personalized items are not returnable.

Gucci offers several gifting options—from complimentary gift wrapping to personalized gift recommendations. During your online checkout, you will have the option to include a personalized gift message.

Complimentary Gift Wrap

Each item will be delivered with our signature packaging including a Gucci box tied with a Gucci satin ribbon and a shopping bag, based on availability. Please note, select items cannot be provided with complimentary gift wrapping but will be sent securely and protected with a bag.

Personalization

Gucci offers personalization 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.

Ask a Gift Expert

Need recommendations? Our dedicated 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 Client Advisors for a personalized shopping experience, please Contact Us. 

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

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

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.

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

•  Visit any retailer or authorized service center listed 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. 

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

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

Starting with choice and traceability of raw materials, Gucci guarantees – internally and along the supply chain - that internationally recognized social and environmental responsibility standards are respected and consistent with our own commitment to the ethical and sustainable management of our operations. To get a closer look, please visit our Gucci Digital Environmental Profit and loss (EP&L) and read more about our EP&L on Gucci Equilibrium.

Gucci Equilibrium unifies the principles we uphold and the actions we pursue to treat our world and each other better, for our collective future. For more information visit equilibrium.gucci.com and discover Gucci’s Instagram dedicated to social and environmental sustainability at instagram.com/GucciEquilibrium.
Our products’ sustainability features are highlighted on each item’s description page on Gucci.com

As part of our commitment to reduce our environmental impacts, we are focused on incorporating low-impact materials and promoting sustainable manufacturing processes for our collections, while still ensuring superior craftsmanship and quality. We source our raw materials in line with the Kering Standards & Guidance for sustainable production.

GUCCI and Kering Group are committed to preserving and protecting biodiversity and the ecosystem functions and respecting animal welfare.

To ensure care and respect for animals in Kering’s supply chains, Kering has developed a Kering Animal Welfare Standards for the Group’s suppliers at farms and processing facilities. 

At the Group level, Kering also has a dedicated biodiversity strategy which Gucci aligns with.

Gucci launched various initiatives to help positively impact nature. The House protects and restores nature and biodiversity, while simultaneously reducing its greenhouse gas emissions and other environmental impacts. Since 2020, Gucci has been investing in regenerative agriculture, an important pillar in its nature-positive approach. 

Regenerative farming rebuilds and strengthens nature rather than depleting itand brings a whole host of other environmental and social advantages along with it. It helps protect and restore the biodiversity of plants and wildlife, eliminating the use of synthetic chemicals and improving animal welfare.

Find out more on Gucci Equilibrium.

Supported by the Humane Society of the United States and by LAV, in 2017 with the Spring Summer 2018 Collection Gucci marked the ban of fur for all its products. Following the decision, the House also joined the Fur Free Alliance’s Fur Free Retailer Program. You can read about Gucci’s Fur Free Policy on Gucci Equilibrium.

Gucci commits to reduce environmental impact and protect biodiversity through minimizing the use of plastic with the choice of more sustainable materials.

Gucci is committed to sustainably source all precious stones and metal used for its products. To mitigate the environmental impact associated with the mining and extraction of virgin raw materials, the House is committed to maximizing the use of recycled precious metals for accessories’ hardware and jewelry by 2025.

All paper and cardboard come from responsibly managed sources. In order to facilitate recycling at the end of its life, the paper is not coated. The torchon shopping bag handles are made of 100% recycled polyester and are knotted to avoid the use of glues and for an easier separation of components. Dust bags and suit carriers are made of regenerated cotton. Ribbons are 100% organic cotton and hangers are made of recycled polystyrene.

We have optimized our e-commerce packaging by eliminating the plastic in the shipment of our products in favor of paper from sustainably managed sources and we have redesigned the boxes for easier reuse.

Discover more on Gucci Equilibrium.

Gucci’s vision for the future is to integrate the principles of circular economy into the design and creation process. To support the strategy, recycled and regenerated materials are ramped up in all collections and the recycling and reuse of plastic is expanded across the entire supply chain. The House has also increased the use of fibers and materials derived from post-industrial textile waste, like yarn and unused fabrics.  Please visit Gucci Equilibrium for more information about our circular initiatives.

Gucci guarantees the highest standards of animal welfare and complies with all applicable laws and regulations. Since the ban of fur in October 2017 (see answer to the F.A.Q. “Does Gucci use real fur?”), the animal-free offering has been increased using sustainable options, including a series of alternatives to leather like Demetra. This material  contains at least 70% of vegetable raw materials and from renewable sources (viscose, wood pulp, bio-based polyurethane) and is produced entirely in a Gucci factory in Italy using the same expertise and processes for tanning that give the material its pliable and resilient performance with a supple finish.. From June 2020, clients can discover all sustainable features of Gucci products on Gucci.com.

Gucci guarantees – internally and along the supply chain - that internationally recognized social and environmental responsibility standards are respected and consistent with our own commitment to the ethical and sustainable management of our business operations. Gucci relies on a selected network of trusted suppliers and works closely with them to ensure that they comply with the Gucci Sustainability Principles and Code of Ethics. To learn more about Gucci’s commitment to social and environmental sustainability across our business, visit Gucci Equilibrium to read about our responsible supply chain and find out more about our Corporate Sustainability & Responsibility Policy.

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For any inquiries related to products or online orders please contact us.