常见问题

*城市地区包括悉尼、墨尔本、布里斯班、堪培拉、阿德莱德和珀斯等大城市。 订单的处理时间为周一至周六，周日和法定假期除外。部分地区可在结账时选择周六配送和当日达。

 如果您无法在Gucci.com上购买某款商品或某个尺码，您可以通过点击“查找有货直营门店”，寻找附近售卖此款商品的Gucci门店。

定制商品仅在提交订单后开始定制。下达订单后，Gucci客服将与您联系以确认您的订单详情和付款情况，而后我们便会专门为您定制。

定制商品涵盖Décor系列的家具，包括扶手椅、床沙发凳和折叠式装饰屏风。

请注意，定制商品订单一旦成功提交，便不能取消、修改或退货退款。此类商品一经销售，不予退换。 

您可参照每个产品页面中的尺码指南选择适合的尺码。如您还需其他帮助，如果您想了解某个特定品类的详细尺码信息，请前往产品页面了解更多。

戒指和手镯尺码指南

Gucci腰带尺码指南

Gucci服饰尺码指南

请与我们联系。 

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, Qatar and UAE.

At this time, we only accept one form of payment per order in one transaction. Split payments are not available.

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.

All our prices include GST. If you wish to claim tax refund for your purchase, you may use supplied tax invoice for your online purchase that is also attached to your shipping confirmation email. 

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

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, you may select from the following shipping services:

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, Parcel Lockers or any other postal service associated with Australia Post.

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

• Sydney Flagship
• Bondi Junction
• Brisbane
• Gold Coast
• Perth

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

• All items must be in original condition with original tags attached. All merchandise - including Gucci Beauty - that has been worn, used, altered or damaged will not be accepted. For lingerie products, the underwear protection, when provided, must also be intact.
• Returns on items with a return tag attached will only be honoured if the label has not been removed.
• Made To Order, DIY, Monogram and selected Décor items are final sale and cannot be returned.
• Due to the intimate nature of swimwear, tights and lingerie, these products should be tried on wearing your own clothing underneath. 
• Décor items, such as chairs or items with non-standard dimensions, may require special return instructions. If you would like to return one of these items, please Contact Us.
• Items purchased at a Gucci store, Gucci outlet store or other retailer or distributor cannot be returned to Gucci.com. These items may only be returned to the store of the original purchase.

1. Schedule a collection for your return by contacting us.
2. Complete the Return section of the pick list received with your purchase, or the invoice received with your shipping confirmation email, and enclose it with the item(s).
3. Securely repackage the item(s) into the outer shipping carton and attach the prepaid return label on the outside of the box.  If for any reason you are unable to locate the prepaid label, please Contact Us.
4. If you have not kept the outer shipping carton, please find a suitable replacement to protect the item(s) and packaging. 

Merchandise returned by courier to the warehouse will be processed within 10 business days from receipt. You will receive an email confirmation when your return has been completed. Refunds will be credited back to the original form of payment.

Delivery fees for Same-Day or Saturday delivery are non-refundable.

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

During your online checkout, you will have the option to include a personalised gift message, and exclude the price from the order invoice. All Gucci.com orders come with complimentary gift wrap. 

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 Online 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 Online 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. 

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

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

If you need assistance or service, you may:

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

• Contact Gucci Client Services.

For Gucci watches, please refer to the section below.

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

•  Visit any retailer or authorized service center listed at the following link. 
•  Contact Gucci Client Services. 

Gucci provides a two-year international warranty for all watches purchased from Gucci.com, Gucci stores and authorized Gucci retailers. 

For Premium Watches and High Watchmaking Collections*, Gucci offers extended after sales services: 

- A five-year international warranty on Premium Watches collection. 

- A eight-year international warranty on High Watchmaking Collection, which also includes additional services.  

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

*Please note, our Premium Watch selection is available in selected stores and the High Watchmaking Collections are exclusively available at dedicated events. 

GUCCI WARRANTY CERTIFICATES 
In accordance with the commitment of Gucci for reducing the environmental impact, for all watches bought after March 1st 2022 Gucci will avoid paper leaflets and provide the clients with a digital certificate. 

Please visit watchwarranty.gucci.com to check the status of the warranty of your watch and download your certificate. 

HOW TO FIND THE SERIAL NUMBER OF MY WATCH
At Gucci we use a unique number to identify each watch, called a Serial Number, which consists of 8 numbers. 

You can find it engraved on the back of the case of your watch. 

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

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

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

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

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

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

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

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

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

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

Find out more on Gucci Equilibrium.

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

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

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

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

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

Discover more on Gucci Equilibrium.

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

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

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

You can order Craft My Initials totes, duffles, and garment bags in store with the assistance of a Client Advisor, and have your initials hand-painted onto the item's leather trims.

You may choose one color, one font size, one font style, and up to 3 letters for the initials. Punctuations, symbols, characters, other font sizes, styles, and colors are not available.

To create a Gucci account, simply enter the following on the Create an account page:

• Name
• Email address
• Birthday
• Password

• Expedite checkout by storing your information, including payment credentials, shipping details and billing address
• Access your Order History to track the product information, order date and shipment date of your orders 
• Save the contents of your Shopping Bag for later

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