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 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 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, 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. This service is complimentary after purchase and 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 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

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. 

Gucci Authenticity Tag cannot track or localize your position, and it can’t associate the product to your name. You can deactivate your Gucci Authenticity Tag anytime at any Gucci store. Find out more in dedicated the privacy policy.

When unboxing your item, you will find a QR code linking to TAG.GUCCI.COM — a dedicated page where you can learn more about how the technology works and much more.

Are you using the Gucci App to log in? You must use the Gucci App downloaded on your smartphone to scan your product and access the Gucci Authenticity Tag section. Are you scanning in the right spot? Wallets and purses: Place your phone on the back of the product, 4cm from the bottom. Luggage: place the phone on the back of the product, 4 cm from the bottom of the padding or protective lining. Is your smartphone compatible with NFC technology? NFC technology is only available on compatible smartphones with the NFC reader active.

Gucci Authenticity Tag is a new service available exclusively on selected items from the latest collections that cannot be added or removed from products.

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

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

 

 

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 we have verified your card details and received credit authorization, we will prepare your order for shipping and charge the full amount. 

  

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	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. 

For the Holiday season, we offer complimentary shipping and returns for all orders placed on Gucci.com. [US] Delivery is guaranteed by December 24th for all available products ordered by 2pm EST on December 18th. Gifts can be returned until January 131st, 2021.

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. 
. It should be brought to the store in its original packaging 
2. 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.  
3. 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. 

 

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.  
 

Extended returns for the holiday season. Orders placed from October 31 to December 31 will include extended complimentary returns until January 31st. 

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. 
• 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.

 

 

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. 

If you purchased your item before 28 February 2023, you may return it at this link. https://returns.eshopworld.com.
If you wish to return a Vault item purchased after 28 February 2023, please follow one of the below*:

• Use 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. 
• Contact us to make a return with the assistance of our Client Advisors.

*Please note that we cannot offer the in-store return service for any Vault items. Before starting, you should pack your item into its original packaging including the cotton tote, any accessories, booklets, labels and the return tag. Vault Vintage items will be accepted only if returned with their original packaging. Refunds will be credited back to the original payment method. If you need any further assistance, please contact us. 

Due to the limited availability of products, Vault items cannot be exchanged. If you wish to make a return, please consult the “Return a Vault item” section or contact us.

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.

 

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

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. 

 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.

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 Group’s standards for Raw Materials and Manufacturing Processes.

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 suite of 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.