FREQUENTLY ASKED QUESTIONS

 

We will accept repair requests once our stores are fully open to the public. In the meantime, we ask that you refrain from sending in any repair requests. If you already requested a repair at one of our authorized locations or stores, your repair service will be on hold, then once our stores resume normal store business hours, we will continue the repair service.

If you have any concerns or questions, please Contact Us.

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.

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 wear personal protect equipment (e.g., face masks and gloves) to help maintain a safe environment for both the client and the employee. In addition, we encourage all our clients to follow safety guidelines, and will require all our clients to wear face coverings to enter a store as well as follow any local government mandates. 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.

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. This will be a phased approach since some areas of the country are recovering faster than others. Do not hesitate to contact us for more information. 

Merchandise that clients have interacted with will be set aside before being restocked. Our fitting rooms (if no additional local legal law restriction in place not to use them) are cleaned and prepared after each use to our highest standard. All accepted returns undergo a wait period before being restocked.

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

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.

We do have a bathroom for client use, however we also have hand sanitizer we can offer you.

Gucci Client Advisors are working remotely and can be contacted at this link.

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

 

Each product is labeled with the following availability: Available, Available in 1-3 weeks, Pre-Order, Made to Order.

All European Countries	1-2 business days
UAE	2-3 business days
Kuwait, Qatar, Saudi Arabia and remote areas* of each country	3-4 business days

*Contact us to receive information on remote areas. 

Saturday Delivery is available at checkout only for selected postcodes with an additional cost.

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 offer sales online. Sale is exclusively available through Gucci outlet locations. To find your nearest Gucci outlet, please visit our Store Locator.

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, fragrances which are produced in France and the UK, 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 personalization options to give your item a unique customized finish, from embossed monogramming to our specialized DIY program. 

Gucci DIY

The Gucci DIY (Do It Yourself) program is a special collection including ready-to-wear, bags and accessories that can be customized with selected initials, colors, patches and materials. Discover more and create your own on our Gucci DIY page.

Monogramming

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

 

Jewerly engraving

Add a custom finish to selected bracelets and rings with in-store engraving. Complimenatry after purchase, this service allows you to add a unique touch to your item by choosing between a range of letters and numbers.

FIND YOUR NEAREST STORE

 

Please note that once you have placed an order for a personalized item, it is considered final sale and you cannot cancel, modify or return your selection. 

Wire transfer may not be used to purchase personalized items. 

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. 

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 characterize 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. 

• Visa
• MasterCard
• Paypal *
• American Express
• Wire Transfer **

*Paypal payments are not available in Saudi Arabia, Kuwait and Qatar.

 

 

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. Once the order is placed, we will authorize payment for the full amount and prepare your order for shipping. The full amount will be charged once your order is shipped.

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.

 

At this time, we do not accept Gucci gift cards on Gucci.com. 

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 or personalized order has been placed, it cannot be canceled or modified. These items are considered final sale and cannot be returned.

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.

For items available for immediate purchase (for other availabilities see here), you may select from the following shipping services:

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

 

Shipping Service & Fee	Delivery Estimate from shipping
Express  Free	All European Countries: 1-2 business days. UAE: 2-3 business days. Kuwait, Qatar, Saudi Arabia and remote areas* of each country: 3-4 business days.
Saturday Delivery 20 EUR or 15 GBP	Order by 2pm CET on Friday for Saturday delivery. Available at checkout only for selected postcodes.

 

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. 

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.

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.

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. 

Returns may be made within 30 days from the date of delivery by returning your item by carrier to the address on the return shipping label or to a Gucci store listed at this link. 

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 honored if the label has not been removed.
• Made to Order or personalized 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 can be returned using the same channel of the original purchase.

 

For more information, please refer to our Terms of Sale.

Returns may be made within 30 days from the date of delivery by returning your item by carrier to the address on the return shipping label or to a Gucci store listed at this link.

Please follow the return instructions below:

Return by carrier:

1. Start the return process by clicking here, or by selecting “Return this Item” from your Account My Gucci under Order Details (appearing only when the item is delivered and available only for the return period of 30 days), through your delivery confirmation email or by contacting a Client Advisor.
2. Once your return request has been approved, your prepaid shipping label will be emailed to you or will be available for download in your Gucci Account .
3. Pack the item(s) you wish to return in the original packaging.
4. Print then attach the prepaid shipping label to the package and arrange pickup by contacting the carrier directly at the number located on the return request email or in the return thank you page that appears when you complete your return process online. You can also arrange your pickup by visiting “MyDHL+” at the following link https://mydhl.express.dhl. First, select the country in which your order will be picked up from, and then select the “Schedule a Pickup” tab using the waybill number you find on the return label.
5. All returns shipped using the prepaid shipping label are complimentary. Please note, Gucci is not liable for merchandise returned through an alternative carrier service, we recommend using the prepaid label.
6. Please Contact Us if for any reason you don’t receive your prepaid shipping label or you can’t locate it. The carrier tracking number can be found on the prepaid shipping label. Please make note of this number for your records so you may track the status of your return.
7. Once received in the warehouse, returns will be processed within 14 business days and credited back to the original form of payment. You will receive an email confirmation when your return has been completed. Standard shipping charges incurred at the time of purchase will be refunded. Additional fees for Saturday delivery are non-refundable.

Return in store:

1. You may return your item to the stores listed at this link. 
2. Please bring your return in its original packaging with a printed version of the digital invoice you received in your shipment confirmation email. 
3. The Client Advisors in store will be glad to assist you in the return process and you will receive an email confirmation when your return has been completed.
4. Refunds will be credited back to the original form of payment. Standard shipping charges incurred at the time of purchase will be refunded. Additional fees for Saturday delivery are non-refundable.

 

Please refer to our Online Return Policy for more information.

 

 

Merchandise returned by mail to the warehouse will be processed within 14 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. Additional fees for Saturday delivery are non-refundable.

Additional fees for Saturday delivery are non-refundable.  

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

Gucci offers several gifting options—from complimentary gift wrapping to personalized 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 45 cm x 45 cm x 20 cm and smaller. You also have the option of including a personalized gift message and excluding the price from the order invoice. 

 

Personalization 

Gucci offers personalization options to give your item a unique customized finish, from embossed monogramming to our specialized DIY program. 

 

Gucci DIY

The Gucci DIY (Do It Yourself) program is a special collection including ready-to-wear, bags and accessories that can be customized with selected initials, colors, patches and materials. Discover more and create your own on our Gucci DIY page.

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 color 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, visit Gift Services for more information.

 

Gucci Gift Card

 

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

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

 

If you need assistance or service, you may:

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

• Contact Gucci Client Services.

 

For Gucci watches, please refer to the section below.

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

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Gucci’s Privacy Policy is available in this section

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