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FREQUENTLY ASKED QUESTIONS

Returns & Exchanges

How do I return an item?

There are two ways to request a return: 

  • Using this dedicated page 
  • Visit the Order Details section of your MY GUCCI account and select ‘Return this Item’—this will be available as soon as the item has been delivered and will be available for 30 days. 

Before starting, you should pack your item into its original packaging including the cotton tote, any accessories, booklets, labels and the return tag. 

You can return an item by courier or in-store: 

Making a Return by Courier: 

  1. Print your prepaid shipping label. It will be sent to you by email and available for download from your MY GUCCI account.  
  2. Remove the original shipping label and attach the new label. 
  3. Schedule your return by contacting the courier by phone or online.

       Phone 

       The number will be sent to you by email with your shipping label and is also visible on the thank you page that appears when you complete your return request online.  

       Online

       Start by visiting ‘MyDHL+’ at the following link https://mydhl.express.dhl or using the ‘DHL Express Mobile App’ and choose the country you are making the return from. Select the ‘Schedule a Pickup’  tab and enter the waybill number on your prepaid shipping label. 

Please note: 

  • The courier’s tracking number is visible on your prepaid shipping label. You can use it to follow your returns at by visiting ‘MyDHL+’ at the following link https://mydhl.express.dhl or using the ‘DHL Express Mobile App.’ 
  • If you do not receive a shipping label or it is not downloadable from your MY GUCCI account, please contact us. 
  • Please note, if you use a different courier service than listed above, Gucci cannot be held liable. 

Making a Return In-Store 

  1. You may return your item to the stores listed at this link. 
  2. . It should be brought to the store in its original packaging 
  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. Please note, shipping fees for Saturday delivery are non-refundable.  

Please note: 

  • All returns are complimentary.  
  • Please remember that items must be in new condition and with their protective coating intact (if applicable). 
  • Please refer to our Online Return Policy for more information. 

 

How many days do I have to exchange or return an item? 

Returns and exchanges 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.  

What is your return and exchange policy? 

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 (including Gucci Beauty) 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.
  • 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. 
  • Please note that intimates, including swimwear, tights, socks and lingerie can only be returned in new condition. Items should be unworn, in their original packaging and with all labels attached. 
  • 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.

 

 

How do I exchange an item?
To exchange an item by carrier:
  1. To exchange your item for a different size of the same item, follow the link in your order confirmation email or sign in and go to 'My Orders'. For other types of exchange, please contact us.
  2. Once the exchange has been approved, your prepaid shipping label will be emailed to you.
  3. Pack your item in its orginal packaging—including  the cotton tote bag, any included accessories, instruction booklet, labels, return tag. Please note, your item must be in new condition and with its protective covering still intact (where applicable). 
  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 yo