FREQUENTLY ASKED QUESTIONS

Today, June 4th all Gucci operations in the United States will pause for employees to have a day of reflection, to honor the memorial for George Floyd and the many lives lost, and to recommit ourselves to being part of the solution.
"Our unity to combat racism and to fight for equality is stronger than ever. Injustice and discrimination in all their forms cannot be allowed to prevail".

- Alessandro Michele, Creative Director and Marco Bizzarri, President & CEO.

At Gucci, our top priority is the health and well-being of our clients, teams and communities, and we have been closely monitoring the latest developments with the novel coronavirus (COVID-19). 

We have taken the precautionary measure to temporarily close select stores in North America. Gucci.com remains open and we are dedicated to providing you with the shopping experience you have come to know and love. 

• You may experience some delays in the shipment and/or delivery of your order. Please allow additional time to receive your items.

• The return window for online purchases will be extended to 45 days from the date you received your purchase. You may return products by mail using the complimentary prepaid return label included with your order, and following the return instructions provided in your digital invoice. You can also return your purchase to your local reopened Gucci store and it must be within 30 days from the date you received your purchase. Please visit our store locator or contact our Client Advisors to find out more about our reopened stores.

• As the safety of our clients, teams and communities are our top priority, we are working with FedEx to help prevent the spread of COVID-19.  Following recommendations from the U.S. Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO), FedEx has temporarily suspended signature requirements for most deliveries to extend its safety precautions at the point of delivery. We suggest that you follow your shipment with the tracking number found in your shipping confirmation email.

Please note, the above supersedes our normal return policy included in other sections of Gucci.com and on prior order invoices and purchase receipts. As this is an evolving situation, we are working diligently to reassess our operations to give you the best service possible and may further extend the return window or modify our return policy conditions. 

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

At Gucci, our top priority is the health and well-being of our clients, teams and communities, and we have been closely monitoring the latest developments with the novel coronavirus (COVID-19). Therefore, we are temporarily adjusting our return policy for both online and in store purchases. 

Returns for online purchases: The return window for online purchases will be extended to 45 days from the date you received your purchase. You may return products by mail using the complimentary prepaid return label included with your order, and following the return instructions provided in your digital invoice. You can also return your purchase to your local reopened Gucci store and it must be within 30 days from the date you received your purchase. 

Returns for in store purchases: We have taken the precautionary measure to temporarily close select stores in North America. We are accepting any in-store returns currently at our reopened locations. We will accept a return up to 14 days after the reopening date of the store where it was purchased only if the store purchase was made between March 3rd and March 17th. Please contact our Client Advisors to learn more about our store re-openings in your location or visit our store locator for the latest information on store hours and services.

As per our standard policy, items must be unworn and in their original condition with all tags attached and accompanied by their receipt in order to be eligible for return or exchange. 

Please note, the above supersedes our normal return policy included in other sections of Gucci.com and on prior order invoices and purchase receipts. As this is an evolving situation, we are working diligently to reassess our operations to give you the best service possible and may further extend the return window or modify our return policy conditions. 

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

We are accepting in-store returns currently at our reopened locations. For in-store purchases, we will accept a return up to 14 days after the reopening date of the store where it was purchased only if the store purchase was made between March 3rd and March 17th. Items must be unworn and in their original condition with all tags attached and accompanied by their receipt in order to be eligible for return or exchange. A Client Advisor will assist you in processing your return. 

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 (including daily temperature checks and health questionnaire), 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 CDC 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. 

Our Client Service Advisors are available to assist you with any question you may have. If you have any concerns or questions, please Contact Us.

When contacting our Client Advisors and placing your remote order, they will share all details related to your order preparation and delivery.

Please use our store locator to search the store nearest to you. If this store is offering curbside pickup, please Contact Us to place your order. 

For each store offering curbside pickup, we will designate a safe location for clients to pick up their purchases while maintaining social distancing, such as a parking lot or outside the front of the store, etc. At Gucci, the health and well-being of our clients, teams and communities is our top priority and our guiding principles are distance, respect and protect. All Gucci employees will be required to perform health screening protocols, practice social distancing and wear personal protect equipment (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 CDC safety guidelines, such as wearing masks in public, to help limit any possible spread. If you are not feeling well, please contact us at 1.877.482.2499, and we will work with you to coordinate a delivery of your item or time to pick up your purchase at a later date.

At Gucci, the health and well-being of our clients, teams and communities is our top priority and our guiding principles are distance, respect and protect. For the locations offering curb side pickup, we have updated all our in-store protocols to align with the current guidance from public health officials. Safety measures have been put into place such as regular cleaning of the workspace, providing face masks and gloves to all employees, availability of hand sanitizer and disinfectant supplies, and store sanitation and personal hygiene protocols. We are conducting employee trainings on these updated protocols to help ensure safety and compliance. In addition, we will be limiting the number of employees per shift, to allow for proper social distancing as well as frequent deep cleanings and sanitations of the store.

We are only providing curbside pickup at locations where we have determined, along with local government officials, that it is safe to provide this service. We will continue to monitor all stores and their local communities closely and will determine if we can begin providing this service at other locations. More broadly, we continue to follow the guidance from federal and local health officials to determine when it will be safe to fully reopen our U.S. stores. This will be a phased approach since some areas of the country are recovering faster than others.

We ask that you refrain from bringing in or request a repair pick up at this time. 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 have fully reopened to welcome our customers, we will continue the repair service.

At Gucci, our top priority is the health and well-being of our clients, teams and communities, and we have been closely monitoring the latest developments with the novel coronavirus (COVID-19). 

We have taken the precautionary measure to temporarily close select stores in North America. Gucci.com remains open and we are dedicated to providing you with the shopping experience you have come to know and love. 

• You may experience some delays in the shipment and/or delivery of your order. Please allow additional time to receive your items.

• The return window for online purchases will be extended to 45 days from the date you received your purchase. You may return products by mail using the complimentary prepaid return label included with your order, and following the return instructions provided in your digital invoice. 

• As the safety of our clients, teams and communities are our top priority, we are working with FedEx to help prevent the spread of COVID-19.  Following recommendations from the U.S. Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO), FedEx has temporarily suspended signature requirements for most deliveries to extend its safety precautions at the point of delivery. We suggest that you follow your shipment with the tracking number found in your shipping confirmation email.

Please note, the above supersedes our normal return policy included in other sections of Gucci.com and on prior order invoices and purchase receipts. As this is an evolving situation, we are working diligently to reassess our operations to give you the best service possible and may further extend the return window or modify our return policy conditions. 

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

There are several ways to browse gucci.com. You may explore our weekly homepage features or visit our navigation bar found at the top of every page. Simply roll your cursor over 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, our search box is located on the upper right hand corner of our page. You may search for products by name, color, category or style. When you have made your selection, select a size and an availability message will appear to indicate the delivery of your item.

Available Now:

To accommodate payment authorization and packaging, please allow up to two business days to obtain shipping information.

Backorder/Pre-order:

Item(s) that are not immediately available will be placed on a priority waiting list and are estimated to ship with free ground service during delivery window provided. Please be aware that they may arrive sooner or later than anticipated. Your credit card will only be charged for backorder/pre-order reservations at the time of shipment.

Item/Size not available: If the item or size you have selected is not available online select “Find in store”. Please note, if no “Find in store” link is given that item is currently unavailable at Gucci locations.

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 877.482.2430 or via email at assistance@us-onlineshopping.gucci.com.

Depending on availability and shipping restrictions, purchases may be made either directly through gucci.com or through the assistance of our online personal shoppers. You can contact us at 877-482-2430 or via email at assistance@us-onlineshopping.gucci.com. Voicemails and emails will be responded to within 1-2 business days.

Please note we are available Monday-Saturday from 10AM-10PM(EST) and Sunday 11AM-8PM(EST), excluding holidays.

Preorders and Backorders (except personalized or made-to-order) that have not yet shipped can be cancelled by contacting 877-482-2430 or via email at assistance@us-onlineshopping.gucci.com, as soon as possible. Orders for items immediately available cannot be cancelled or modified once they have been successfully submitted. We advise you to follow the return instructions included in your package, or refuse the shipment upon delivery, and it will be returned to our attention. Please allow 7 to 10 business days for your refund to be processed once it arrives to our warehouse. Made to order items and personalized items are considered final sale and cannot be returned to gucci.com for a refund. Once a Made to Order has been confirmed, it cannot be cancelled.

At Gucci, our top priority is the health and well-being of our clients, teams and communities, and we have been closely monitoring the latest developments with the novel coronavirus (COVID-19). 

We have taken the precautionary measure to temporarily close select stores in North America. Gucci.com remains open and we are dedicated to providing you with the shopping experience you have come to know and love. 

• You may experience some delays in the shipment and/or delivery of your order. Please allow additional time to receive your items.

• The return window for online purchases will be extended to 45 days from the date you received your purchase. You may return products by mail using the complimentary prepaid return label included with your order, and following the return instructions provided in your digital invoice. 

• As the safety of our clients, teams and communities are our top priority, we are working with FedEx to help prevent the spread of COVID-19.  Following recommendations from the U.S. Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO), FedEx has temporarily suspended signature requirements for most deliveries to extend its safety precautions at the point of delivery. We suggest that you follow your shipment with the tracking number found in your shipping confirmation email.

Please note, the above supersedes our normal return policy included in other sections of Gucci.com and on prior order invoices and purchase receipts. As this is an evolving situation, we are working diligently to reassess our operations to give you the best service possible and may further extend the return window or modify our return policy conditions. 

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

Gucci products available for purchase online include handbags, wallets, accessories, shoes, luggage, jewelry, watches, gifts, ready to wear, home collection items and beauty. Products on our website are subject to the following availability.

Available Now:

To accommodate payment authorization and packaging, please allow up to two business days to obtain shipping information.

Backorder/Pre-order:

Item(s) that are not immediately available will be placed on a priority waiting list and are estimated to ship with free ground service during delivery window provided. Please be aware that they may arrive sooner or later than anticipated. Your credit card will only be charged for backorder/pre-order reservations at the time of shipment.

Made to Order items: upon receiving your order request, a gucci online sales representative will contact you to collect your payment information and confirm the delivery window of your order. Please note that once a Made to order has successfully been submitted, it cannot be cancelled, modified or returned for a refund.

Item/Size not available: If the item or size you have selected is not available online select “Find in store”. Please note, if no “Find in store” link is given that item is currently unavailable at Gucci locations.

Sale is exclusively available through Gucci outlet locations. Gucci does not offer sales online. For more information, please visit our store locator.

We offer our clients the opportunity to reserve items that are currently in production.

When you order one of these items, you are placed on a priority waiting list to be among the first to receive your selection. Shipping windows are estimated once your size has been selected. Please note, this is an estimate. 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.

For updates regarding your pre-order, please contact assistance@us-onlineshopping.gucci.com. Emails will be responded to within 1-2 business days.

Each product page will include a size guide with general recommendations to help determine your best fit.
If you need additional assistance please contact us assistance@us-onlineshopping.gucci.com.

For inquiries about Gucci products, please email us at assistance@us-en-onlineshopping.gucci.com. Please include a photo if available. Emails will be responded to within 1-2 business days.

Starting from SS 2018 collections, we will not produce, promote or publicise any fur items. Fur means any animal skin or part thereof with hair or fur fibers attached thereto, either in its raw or processed state or the pelt of any animal killed for the animal’s fur. Accordingly, to the definition, animal, that cannot be used, include (but is not limited to) the following:

• Mink
• Fox
• Rabbit (except angora)
• Kangaroo
• Karakul Lamb / Astrakan / Swakara
• Raccoon Dog

Gucci is now a member of the Fur Free Retailer.

Gucci accepts the following forms of payment for online purchases:

(1) Visa

(2) Mastercard

(3) American express

(4) JCB

(5) Discover

(6) Paypal

(7) Affirm

When placing an order, your billing address must match the information on your payment method statement. If your payment is declined, please contact your bank or financial institution for assistance.

Please note, we do not accept Gucci gift cards on Gucci.com at this time.

For items purchased as a gift through the 4Gift platform, payments will be processed by 4Gift and can be completed using Visa, Mastercard, American Express, Diners Club International, Discover, JCB and Maestro.

Some restrictions apply:

PayPal may not be used to purchase Made to Order, DIY or Personalized items.

4Gift may not be used to purchase Fragrances, Exotic, Pre-Order, Made to Order, DIY or personalized items. Items totaling less than $150 are not eligible for purchase through 4Gift.

For information regarding Affirm, please see below:

What is Affirm? 

 Affirm is a payment solution that provides monthly payment plan options.   

Through Affirm, you may pay for most items on Gucci.com on a month-to-month basis, excluding Backorder, Pre-Order, DIY, Made to Order or Personalized items. Items may not be less than $150 or exceed $17,500.  

Use of the Affirm payment method is subject to credit check and approval by Affirm. A down payment may be required. Payment options may vary based on your purchase. Three-month payment plans are available for purchases under $750. Three- and six-month payment options are available for purchases over $750. Affirm loans are made by Cross River Bank, a New Jersey State Chartered Commercial Bank, Member FDIC.

You can apply with Affirm for the service at checkout. You will need to provide some personal information to Affirm, including your name, date of birth and the last four digits of your Social Security number. In most instances, you will receive an immediate decision by Affirm on your eligibility. You will be informed of the terms of your loan options—including APR and monthly payment amounts—before you decide on a plan. 

You can sign into your Affirm account here: https://www.affirm.com/user/signin and obtain more information about Affirm here: https://www.affirm.com/

How can I checkout using Affirm? 

1. At checkout, select the “monthly payments” tab in the payment section

2. Confirm your billing information and order details

3. You will then be prompted by an Affirm pop-up to sign in or create an account with Affirm

4. Once your application is completed and if you are approved for a loan through Affirm, your order will be confirmed, processed and shipped

Will Affirm affect my credit score? 

Please visit Affirm’s website for more information. https://www.affirm.com/

Can I use Affirm in Gucci stores or outlets? 

Currently the Affirm payment method is not available in Gucci stores or outlet locations. 

How can I return an order I placed using Affirm? 

All orders are subject to Gucci’s Return Policy.  

Orders purchased through Affirm may be returned by mail to the warehouse or in-person at a Gucci store. In-store returns will be packaged and shipped on your behalf to the warehouse for processing. To facilitate your return, please bring a printed version of the digital invoice you received in your shipment confirmation email. Your return must be received at the warehouse or in one of our Gucci stores within 30 days from the delivery date. Refunds will be submitted once the return has been received and processed at the warehouse. 

According to your loan agreement with Affirm, your first payment will be due 30 days after your order has shipped. If your return is processed within 30 days from the shipment date, your loan with Affirm will be canceled before your first payment is due. If your return is processed after the 30-day timeframe, you will be charged for the first loan payment which will then be refunded after the return has been submitted. Any applicable interest paid on your loan for returns received after 30 days will not be refunded. If a down payment was charged, it will be refunded once the return has been received and processed at the warehouse.  

Items may not be returned to or exchanged at Gucci outlet stores, department stores or other wholesale distributors. 

Items Available Now: To accommodate payment authorization and packaging, please allow up to two business days to obtain shipping information. Your credit card will not be charged at the time you submit your order but will be authorized for $0.00 or $1.00 for verification purposes. The transaction will be charged to your credit card after we have verified your card details, received credit authorization, confirmed availability and prepared your order for shipping.

Items Available for Backorder/Pre-order: Item(s) that are not immediately available will be placed on a priority waiting list and are estimated to ship with free ground service during delivery window provided. Please be aware that they may arrive sooner or later than anticipated. Your credit card will not be charged at the time you submit your order but will be authorized for $0.00 or $1.00 for verification purposes. The transaction will be charged to your credit card after we have received your selection from production and prepared your order for shipping.

Made to order items require a full upfront payment in order to be processed. Once the order is received on gucci.com, the Gucci Online Sales team will contact you to confirm the order and process the payment.
 
Affirm orders are subject to your loan agreement with Affirm. The first monthly payment will be charged 30 days after the shipment date. In some cases, a down payment will be required and will be charged when your order has shipped.

4Gift orders will be processed by 4Gift and payments will be charged at the time the order is placed.

Gucci charges applicable state, local and county taxes on online transactions. Your on-screen total reflects estimated tax. The actual sales tax will be calculated when your order is shipped and may vary from the estimated tax. For orders shipped to Alabama, Gucci collects the simplified sellers use tax on taxable transactions delivered into Alabama and the tax will be remitted on the Client’s behalf to the Alabama Department of Revenue. Gucci’s program account number is SSU-R010266493.

When you a create a group or individual gift through the 4Gift platform, sales tax will be estimated at 10%. The actual sales tax will be calculated when a shipping address is selected by the recipient and may vary from, but will not exceed, the estimated sales tax. If the final total is less than the estimated amount, each contributor will receive a prorated refund of the excess sales tax paid.

We are continually reassessing the evolving situation with COVID-19 and you may experience some delays in the shipment and/or delivery of your order. Please allow additional time to receive your items.

As the safety of our clients, teams and communities are our top priority, we are working with FedEx to help prevent the spread of COVID-19.  Following recommendations from the U.S. Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO), FedEx has temporarily suspended signature requirements for most deliveries to extend its safety precautions at the point of delivery. We suggest that you follow your shipment with the tracking number found in your shipping confirmation email.

Products on the Gucci website are subject to availability. Once you select a size, if applicable, a message will indicate if that item is available now, backorder, pre-order or is made-to-order.

Available Now:
All orders are processed Monday through Friday, excluding Saturday, Sunday and holidays. Please review your order details carefully before submitting your order.

Shipping methods and fees:

Premium Express: Free
Delivery within 3 - 5 business days. Delivery between 9 am - 8 pm, Monday to Friday. A signature will be required upon delivery.

Next Business Day: $25
Order by 12 pm EST on a business day. Delivery between 9 am - 8 pm, Monday to Friday. A signature will be required upon delivery.

On June 4th, 2020, Gucci is observing a day of reflection. Please allow for additional time to process and receive your order with Premium Express while Next Business Day will not be available.

*Fragrances are delivered within the continental US only, through Standard shipping.
Gucci cannot be held responsible for any unanticipated delays due to our shipping partners or inclement weather.

Backorder/Pre-Order:
You will be placed on a priority waiting list for item(s) that are not immediately available. Once the item(s) in your order arrive, it will ship with free standard service during the estimated delivery window provided at the time of your order. In most cases, your order will arrive within the stated time frame.
Your credit card will not be charged in full at the time you submit your backorder/pre-order. We will only authorize $1.00 for payment verification purposes. The transaction will be charged to the provided credit card only after we receive your selection from production and your order has shipped.

Made-to-order Décor or DIY Personalized Order:
Please note that you will be charged, in full, at the time you submit your order for made-to-order item(s). All made-to-order and DIY personalized purchases are final sale and cannot be returned. Refer to the estimated delivery window provided at the time of your order.

Beauty and Fragrance:
Due to shipping restrictions, beauty and fragrance can only be shipped via complimentary standard delivery only.

Cancellations/Modifications:
Orders cannot be cancelled or modified once they have been submitted. If you have any questions or concerns, please contact us by phone at 877.482.2430 or via email at assistance@us-onlineshopping.gucci.com.

We are currently shipping orders within the continental U.S. and to Alaska, Hawaii and Puerto Rico. We offer free Premium Express delivery for Alaska, Hawaii, Puerto Rico only. A signature will be required upon delivery. To shop online for delivery to another country, click “United States” located at the top left of your screen to change your selection. We invite our clients to visit a local Gucci boutique if shipping is currently unavailable to your location. To locate a Gucci boutique near you, please visit our store locator.

We can only ship to one address per order. To ship to multiple addresses, please place a separate order for each location.

Purchases may not be shipped to P.O. boxes, APO/FPO addresses, hotels, freight forwarders or to any address outside of the United States. To bill an order to your APO/FPO address, please contact us at +1.877.482.2430 or via email at assistance@us-onlineshopping.gucci.com.

All Gucci.com purchases are delivered by FedEx. For security reasons, we require an adult signature upon delivery. If you are unavailable to sign for your package, the driver will leave a door tag on your door, informing you of the delivery attempt. The driver will make a total of three delivery attempts on three consecutive business days and temporarily hold your package at a location near you. If you are still unavailable to sign for your package, the package will be returned to sender. Please note that Gucci cannot be held responsible for any unanticipated delays.

Gucci will send you several emails during the order process to keep you informed of the status of your purchase. It will take 1-2 business days to process your order for shipment. Processing time may increase during peak/holiday periods. All orders are processed Monday through Friday excluding Saturdays, Sundays and holidays. A shipping confirmation is emailed to you as soon as your purchase has been shipped, which will allow you to track your order status. Using a link in your confirmation email, you can also sign up to receive text updates on your delivery status. If you need further assistance tracking your package, please contact FedEx directly at 1-800-GO-FEDEX and provide your tracking number. A final delivery confirmation email will be sent once we receive a delivery notification from FedEx.

A confirmation containing your delivery details will be emailed to you as soon as your item(s) have been shipped. To accommodate payment authorization and packaging, please allow up to 2 business days to receive your shipping confirmation. All orders are processed Monday through Friday, excluding Saturday, Sunday and holidays.

To estimate the total delivery time for immediately available items, please refer to the options available when you select your shipping method at checkout or to the timetable below.

 Products that are in stock/available now:

 On June 4th, 2020, Gucci is observing a day of reflection. Please allow for additional time to process and receive your order with Premium Express while Next Business Day will not be available.

Backorder/Pre-order:

You will be placed on a priority waiting list for item(s) that are not immediately available. Once the item(s) in your order arrive, it will ship with free standard service during the estimated delivery window provided at the time of your order. Please be aware that your order may arrive sooner or later than anticipated. Your credit card will be charged only after we receive your selection from production and your order has shipped.

Made-to-order Décor or DIY Personalized Order:

Please note that you will be charged, in full, at the time you submit your order for made-to-order item(s). All made-to-order and DIY personalized purchases are final sale. Refer to the estimated delivery window provided at the time of your order. 

Upon delivery, please ensure that the number of boxes delivered is as stated on the shipment confirmation email.

At Gucci, our top priority is the health and well-being of our clients, teams and communities, and we have been closely monitoring the latest developments with the novel coronavirus (COVID-19). Therefore, we are temporarily adjusting our return policy for both online and in store purchases. 

Online returns: The return window for online purchases will be extended to 45 days from the date you received your purchase. You may return products by mail using the complimentary prepaid return label included with your order, and following the return instructions provided in your digital invoice. 

In-store returns: We have taken the precautionary measure to temporarily close most of our stores in North America. 

We are accepting any in-store returns currently at our reopened locations. For in-store purchases, we will accept a return up to 14 days after the reopening date of the store where it was purchased. A Client Advisor will assist you in processing your return.

For online purchases, you can also return your purchase to your local reopened Gucci store and it must be within 45 days from the date you received your purchase. You can also return products by mail using the complimentary prepaid return label included with your order and following the return instructions provided in your digital invoice.

Please contact our Client Advisors to learn more about our store re-openings in your location. 

As per our standard policy, items must be unworn and in their original condition with all tags attached and accompanied by their receipt in order to be eligible for return or exchange. 

Please note, the above supersedes our normal return policy included in other sections of Gucci.com and on prior order invoices and purchase receipts. As this is an evolving situation, we are working diligently to reassess our operations to give you the best service possible and may further extend the return window or modify our return policy conditions. 

For online purchases, Gucci will accept merchandise in its original condition for a refund of the purchase price when accompanied by the original invoice. 

Items purchased online can be returned by mail to the warehouse or in-person in any of our Gucci stores within the United States. However, corporate gifts, must be returned exclusively to Gucci.com.   

Items purchased through PayPal, 4Gift and Affirm will be accepted in-store, packaged and shipped on your behalf to the warehouse for processing. Your return must be received in one of our Gucci stores within 30 days from the delivery date. To facilitate your return, please bring a printed version of the digital invoice you received in your shipment confirmation email. Refunds will be submitted once the return has been received and processed at the warehouse.  Please note, 4Gift orders will be processed by 4Gift and refunded to the gift contributor’s, not the gift recipient.

Online purchases may not be returned or exchanged at Gucci outlet stores, department stores or other wholesale distributors. 

Beauty products may only be returned if unopened and in the original cellophane wrapping.

We recommend utilizing the prepaid label included within the package, if for any reason you are unable to locate this prepaid label please email us at assistance@us-onlineshopping.gucci.com or call 877.482.2430. Gucci will not assume responsibility for reimbursement or compensation in the event that return packages are lost, stolen, mishandled or damaged (i) prior to acceptance by FedEx when utilizing the prepaid label provided by Gucci or (ii) in the event that the prepaid label provided by Gucci is not used for the return shipment. 

Merchandise that has been worn, used, altered or damaged will not be accepted. Certain items such as jewelry, watches, sunglasses, and ready-to-wear are shipped with a return tag attached. Returns on these specific items will only be honored if the label remains intact.  

Gucci reserves the right to refuse return of any merchandise that does not meet the above return requirements in Gucci’s sole discretion.  

Merchandise returned to Gucci.com will be processed within 7-10 business days of receipt. A confirmation email will be sent once your account has been credited. Refunds may only be issued in the same form as was utilized for payment. Please note the original shipping charges incurred at the time of purchase are non-refundable.  

For updates regarding your return, please contact assistance@us-onlineshopping.gucci.com and include the return tracking number. Emails will be responded to within 1-2 business days. 

Made to Order items: upon receiving your order request, a Gucci online sales representative will contact you to collect your payment information and confirm the delivery window of your order. Please note that once an order for a Made to Order, DIY or personalized item has successfully been submitted, it cannot be canceled, modified or returned for a refund. These items are final sale.

For items received as a gift through the 4Gift platform, the gift recipient will have the option of choosing a different color variation of the item gifted by the contributors, if it’s available on Gucci.com.  Exchanges for different products, however, cannot be accommodated.  Once the gift recipient has confirmed the selection, the order will be finalized and no exchanges for color variation can be made. If you would like to return your 4Gift item, the contributors will be refunded by 4Gift and it will not be possible to select a new item at the time of return. Orders purchased or received through the 4Gift platform may be returned within 30 days by mail to the warehouse or in-person at a Gucci store and will be processed by 4Gift. In-person returns will be packaged and shipped on your behalf to the warehouse for processing. To facilitate your return, our store associate will ask you to present a printed version of the invoice that was sent as an attachment in your order shipping confirmation email. Refunds will be submitted once the return has been received and processed at the warehouse. Items may not be returned to or exchanged at Gucci outlet stores, department stores or other wholesale distributors. Merchandise returned to Gucci.com will be processed within 7-10 business days of receipt and a refund will be issued to all of the gift’s contributors. A confirmation email will be sent once the contributors to your gift have been credited.

Easy-to-follow return instructions are included with each shipment. We recommend utilizing the complimentary return label included in your shipments should you wish to return an item. Gucci will not assume responsibility for reimbursement or compensation in the event that return packages are lost, stolen, mishandled, or damaged (i) prior to acceptance by FedEx when utilizing the prepaid label provided by Gucci or (ii) in the event that the prepaid label provided by Gucci is not used for the return shipment. If for any reason you are unable to locate your pre-paid label, please email us at assistance@us-onlineshopping.gucci.com or call 877.482.2430.

Items purchased online can be returned at no charge in any of our Gucci boutiques within the United States. However, corporate gifts, and any PayPal purchases must be returned exclusively to Gucci.com.

Items purchased through PayPal, 4Gift and Affirm will be accepted in-store, packaged and shipped on your behalf to the warehouse for processing. Your return must be received in one of our Gucci stores within 30 days from the delivery date. To facilitate your return, please bring a printed version of the digital invoice you received in your shipment confirmation email. Refunds will be submitted once the return has been received and processed at the warehouse. Please note, 4Gift orders will be refunded to the gift contributors by 4Gift, not the gift recipient, and it will not be possible to select a new item.

The original invoice must accompany all returns and exchanges. Online purchases may not be returned or exchanged at Gucci outlet stores, department stores or other wholesale distributors. Please note that shipping costs will not be subject to refund and that a different return policy may be applicable for in-store purchases. To locate a store near you, please visit our store locator.

Home Décor items, such as chairs or items with non-standard dimensions, may require special return instructions.  Please contact Gucci Customer Care at 877-482-2430 or via email at assistance@us-onlineshopping.gucci.com

Made to orders are considered final sale and cannot be cancelled, modified or returned.

Gift items purchased on Gucci.com may be returned. However, refunds may only be issued to the same credit card used for original payment. Orders purchased through the 4Gift platform will be refunded by 4Gift to the gift contributors, not the gift recipient.  

Gucci.com cannot accommodate automatic exchanges at this time. Please return the original item for a refund using the return instructions provided in your shipment and a new purchase can then be placed on Gucci.com. Please note that new orders are subject to merchandise availability.

Merchandise returned to Gucci.com will be processed within 7-10 business days of receipt. A confirmation email will be sent once your account has been credited. Refunds may only be issued in the same form as was utilized for payment. Please note the original shipping charges incurred at the time of purchase are non-refundable.

Items purchased online can be returned at no charge in any of our Gucci stores within the United States. However, corporate gifts, must be returned exclusively to Gucci.com.   

Items purchased through PayPal, 4Gift and Affirm may be returned by mail to the warehouse or in-person at a Gucci store. In-store returns will be packaged and shipped on your behalf to the warehouse for processing. Your return must be received at the warehouse or in one of our Gucci stores within 30 days from the delivery date. To facilitate your return, please bring a printed version of the digital invoice you received in your shipment confirmation email. Refunds will be submitted once the return has been received and processed.

Items may not be returned to or exchanged at Gucci outlet stores, department stores or other wholesale distributors.

For items received through 4Gift, the gift recipient will have the option of choosing a different color variation of the item gifted by the contributors or a new item with the same value, if available on Gucci.com.  For sizeable items, such as ready-to-wear, the giftee will have the opportunity to select their preferred size. Once the gift recipient has confirmed the selection, the order will be finalized and no exchanges can be made.

All Gucci.com orders come with complimentary gift wrap which includes a signature Gucci gift box tied with a Gucci satin ribbon. Gucci gift boxes are only available for products 18" x 18" x 8" and smaller. During your online checkout, you will have the option to include a personalized gift message and exclude the price from the order invoice.

4Gift Orders

Orders placed through 4Gift come with the same complimentary signature gift wrap as orders placed through our online site. During your gift creation on the 4Gift platform you will be able to create a virtual note.

Gucci's corporate gift service is designed exclusively for eligible organizations to purchase selected Gucci merchandise from Gucci.com to be used for corporate gifts, awards and recognition programs. In order to be deemed eligible for the corporate gift service, an organization must be registered and in good standing with its applicable state of organization, and must demonstrate that the Gucci corporate gifts will be used solely for the purposes described above. Gucci reserves the right to request or review any such information and/or documentation as may be necessary, in Gucci's sole discretion, to verify an organization's eligibility.

All corporate gifts are subject to availability and Gucci reserves the right to limit the quantity of merchandise sold to any organization. The minimum corporate gift order is five (5) items. The corporate gift service may not be used for personal purchases and Gucci merchandise may not be purchased for resale.

Gucci's return conditions apply to all corporate gifts. Please also refer to our personalization terms for details regarding personalized corporate gifts. Gucci will only accept returns from the eligible organization purchasing the corporate gifts and cannot accept returns or exchanges from any other recipient of any corporate gift. 4Gift may not be used to purchase Fragrances, Exotics, Pre-Order, Made to Order, DIY or personalized items. Items totaling less than $150 are not eligible for purchase through 4Gift.

For inquiries related to our corporate gift service, please contact us at assistance@us-en-onlineshopping.gucci.com.

For full terms and conditions applicable to corporate gifts, please contact assistance@us-onlineshopping.gucci.com.

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 retailer where the product was purchased or any Gucci store
• Contact Gucci Client Services at assistance@us-onlineshopping.gucci.com or call at +1 877.482.2430.

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.
Products can be brought to any authorized point of distribution in the U.S. or mailed to the appropriate address below:
East coast:
GTS 50 Hartz Way
Secaucus, NJ 07094
tel 1.866.692.8244

IL, MO, IA, WI, MN, OH, KY, MI:
Glezer Kraus
6677 N. Lincoln Ave
Lincolnwood, IL 60712
tel 847.673.8050

TX, NM, AR, OK, KS, CO:
Atelier
5444 Westheimer STE 1550
Houston TX 77056
tel 713.965.9209

CA, NV, AZ, UT, OR, WA, ID, WY, ND, SD, NE:
Robert Guenther Service
210 Post Street #802
San Francisco, CA 94108
tel 415.433.2874

* For timepiece repairs, please also include your limited timepiece warranty card. Please refer to our timepiece warranty. Please enclose a detailed repair request, your contact information, and original sales slip with your item. Please also include your watch warranty card. We recommend that you package the item securely and ship it via insured mail. Please allow 2-4 weeks for a repair assessment. Detailed repair information and repair charge estimate will be sent to you once the assessment has been completed.

Complete warranty information on Gucci watches is available by clicking here.

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

Authentic Gucci products are exclusively sold through a network of directly operated Gucci boutiques, a small number of authorized franchisees, department and specialty stores and on Gucci.com. Sale is exclusively available through Gucci outlet locations and Gucci does not offer sales online. A complete list of Gucci boutiques is published at http://www.gucci.com/us/en/store-finder.

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” and even words such as “official” or "authentic". These website address names are deliberately selected by counterfeiters, as mentioned above, to mislead online shoppers as to the source and reliability of the products promoted on their websites. To report, please contact counterfeit@gucci.com.

Yes, we guarantee the authenticity of all products purchased on Gucci.com.

Authentic Gucci products are exclusively sold through a network of directly operated Gucci boutiques, a small number of authorized franchisees, department and specialty stores and on Gucci.com. Sale is exclusively available through Gucci outlet locations and Gucci does not offer sales online. A complete list of Gucci boutiques is published at http://www.gucci.com/us/en/store-finder.

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” and even words such as “official” or "authentic". These website address names are deliberately selected by counterfeiters, as mentioned above, to mislead online shoppers as to the source and reliability of the products promoted on their websites. To report, please contact counterfeit@gucci.com.

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. All Gucci products are made in Italy, except timepieces, which are made in Switzerland, and fragrances, which are made in the EU.

Counterfeit Gucci products are replicas or imitations of authentic Gucci products that are aimed at misleading consumers into believing that they are authentic products. 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, the details and the workmanship which characterize authentic Gucci goods.

Authentic Gucci products are exclusively sold through a network of directly operated Gucci boutiques, a small number of authorized franchisees, department and specialty stores and on Gucci.com. Sale is exclusively available through Gucci outlet locations and Gucci does not offer sales online. A complete list of Gucci boutiques is published at http://www.gucci.com/us/en/store-finder.

Authentic Gucci products are exclusively sold through a network of directly operated Gucci boutiques, a small number of authorized franchisees, department and specialty stores and on Gucci.com. Sale is exclusively available through Gucci outlet locations and Gucci does not offer sales online.

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” and even words such as “official” or "authentic". These website address names are deliberately selected by counterfeiters, as mentioned above, to mislead online shoppers as to the source and reliability of the products promoted on their websites. To report, please contact counterfeit@gucci.com.

Sale is exclusively available through Gucci outlet locations. Gucci does not offer sales online. A complete list of Gucci boutiques is published at http://www.gucci.com/us/en/store-finder.

To report counterfeit Gucci products or suspect websites to Gucci, please send an email to counterfeit@gucci.com. Please provide as much descriptive information as possible about the products or the website, such as the location of the products, the seller of the products, the type of products, the website address, etc. We appreciate your help in our battle against counterfeiting.

For any inquiries related to products or online orders please contact us at 877-482-2430 or via email at assistance@us-onlineshopping.gucci.com. Please note we are available Monday-Saturday from 9AM-11PM(EST) and Sunday 11AM-9PM(EST), excluding holidays. For existing orders, please include your order number and a callback phone number. For product inquiries, please include the style number and size if applicable.

As explained in the privacy policy, you may unsubscribe at any time to withdraw your consent to receive Gucci electronic communication.