FREQUENTLY ASKED QUESTIONS

You can browse and purchase from our range of over 3,000 items, including handbags, small accessories, shoes, jewellery, fragrances and more, using your PC, smartphone or tablet device. 

All of our leather goods are made in Italy. Our watches and some of our men’s suits are made in Switzerland. Our fragrances come from France. 

This website is the only official Gucci website in Japan and is operated by the Gucci Division at Kering Japan Co., Ltd. It is operated by the same company as Gucci stores within Japan.

We use the latest security systems on this website to encrypt our customers’ payment information.

We offer almost all of our items online. This includes the following: handbags, men's bags, travel items, wallets, leather accessories, belts, shoes, clothing, ties and scarves, silver jewellery, fine jewellery, sunglasses, fragrances and baby/children's goods. We also have some exclusive items only available on our online store.

The sales prices displayed on the online store may change without notice.

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.

They are identical.

Please enter an item, product name or product number into the search box in the top-left corner of your screen. You can then apply extra filters to narrow down your search. 

You can sign up by clicking on "Sign up for Gucci updates". 

We will send you all the latest Gucci news as well as information on Gucci products and events.

Try on different sizes, colours and items from the comfort of your home and only pay for your favourites. To get started, contact us and a dedicated Gucci Client Advisor will provide personalized recommendations and assist you in ordering the best size. You will have a week to try on your items and make any returns. Please note, you will only pay for the items that you choose to keep.
To use this service, please contact us at 0120-99-2177 between 10am and 9pm.

1. Click "Add to shopping bag" at the bottom of the product page for the item that you wish to purchase

 Yes.

Yes. This is handled by Gucci Japan Customer Service. Please contact the following number. 

This service allows customers to reserve as-yet unreleased products, such as new products that have not been launched in Japan yet, in advance. 

To inquire about product status, please contact the Gucci online store directly using the details below. 

There is a size guide on each individual product page. Please use it to check sizes.

If you already had a registered account before you placed your order, you can see your order’s processing/delivery status and your order history on your My Account page. 

You can request to cancel or change your order until we have started to prepare it for shipping. Please note, you will need to receive confirmation from us that your request has been successful. We recommend contacting us as soon as possible as, once order preparation has started, your order can no longer be modified. After this point, you will only be able to exchange or return your order. For more information, refer to the Returns & Exchanges section.

Beauty products, made to Order, DIY or personalized items are final sale and cannot be modified or cancelled.

If you have not received an order confirmation email, it may be for one of the following reasons. 

It allows you to expedite the checkout process when you shop online. You can also check the processing/shipping status of your order and your order history on our PC, mobile and tablet websites, register multiple addresses to make ordering even easier, use the Wishlist feature and change/edit your customer information. You can create a My Account page at the same time as placing your order.

You can save products that you are interested in, share them with your friends and mark them for purchase at a later date. 

You can check or add to the same Wishlist from our PC, smartphone and tablet sites.

You can change these under Account Settings on your My Account page.

You can change these under Address Book on your My Account page.

Yes, these are different. Registering your email address subscribes you to a newsletter mailing list that brings you all of the latest Gucci information.

Gucci includes a Gucci Timepieces International Warranty with watches purchased online. These products come with an internal parts warranty that is valid for two years from the date of purchase and a discount on repair costs for watch maintenance, but the international warranty only becomes valid upon presentation of the International Warranty Certificate. The watch model name or number, serial number, date of purchase and the name of this online store will be noted on the International Warranty Certificate. The international warranty covers issues caused by defective parts or manufacturing defects. The warranty does not cover battery replacements, damage caused by accidents, improper use or carelessness, and wear and tear of the watch or its internal parts.

All orders from the Gucci official online store receive complimentary gift wrapping (except certain categories). They are presented in our Signature Box or envelope, tied with a ribbon. The Boutique Shopping Bag can be chosen as a gifting option at checkout. Please note, the cotton canvas tote bag is not available during the holiday season.

Yes. Please select "Gift message" on the purchasing screen. You can enter a message up to 200 characters. Please keep in mind that symbols such as emojis cannot be used. 

As part of our global eco-friendly initiatives that aim to gradually reduce our environmental impact, we have introduced new 100% recyclable paper packaging that was certified as an FSC (Forest Stewardship Council) Mix product in 2010.

Credit card (Visa, MasterCard, American Express, JCB, Diners), pay on delivery (cash, credit card, debit card), Amazon Pay, Installment service, bank transfer (transfer confirmation will depend on the opening hours of your bank; please keep in mind that it may take until the next business day or later). It is possible to pay using Rakuten Pay, PayPay, MerPay when placing an order by phone. 

You can choose from one-time, two-time, three-time, six-time, ten-time, fifteen-time, twenty-time payments, one-time bonus-time payments or revolving payments.  

We use SSL encryption to ensure that personal and credit card information is protected and our customers can use our online store safely. Additionally, we do not store the credit card information received at the time of purchase. We have introduced a card verification system from CyberSource in the US when a customer places an order on our official online store.

We only accept payment from cards that belong to the person placing the order. (Please enter your billing address.)

Your credit card will be charged when your order is shipped with the exception of made to order and DIY items where your credit card will be charged after the order is confirmed.

This is a payment method where the courier accepts payment upon delivery of the product. 

We will cover the cost of any handling fees.

Once you have placed your order, transfer the payment to the account details sent to you in a separate email. 

Please select either credit card payment or bank transfer payment.

This service allows you to pay with the account information registered to your Amazon account without having to register it to this online store. 

If you would like to pay with PayPay, please call Client Services to place an order, or select bank transfer as the Payment Method when placing your order, and then contact Client Services to tell us that you would like to pay with PayPay.  

When paying by PayPay, 0.5% PayPay points of the payment amount will be issued to your PayPay account.  

Please note that you cannot use PayPay to order DIY products and some Décor products.  

When paying by bank transfer, you will receive instructions regarding the transfer automatically, but please disregard this email.  

As soon as the product is ready, we will send you an email with a link to proceed to payment.  

Please note that we will cancel the order if you don’t complete the procedures within 5 days after receiving the payment link.  

Payment for the product will be made at the time of shipment.  

If you purchase products with different shipping times, please pay for each product separately. 

The installment service is a service you can apply when the total order amount is 200,000 yen or more (tax included). Gucci will bear the service charge.
Payment method can be chosen from installment payment, bonus onetime payment or bonus twice payment.
Installment payment: You can choose from two installment methods: If you select equal installment payment, your monthly payment will be equal. If you select bonus combined installment payment, you can pay more in bonus months in addition to the monthly payments. You can choose from 1 - 24 payments (1, 3, 6, 10, 12, 15, 18, 20, 24).
Bonus onetime payment & bonus twice payment: If you select bonus payment, the first payment can be postponed up to 6 months. In the case of bonus twice payment, the payment can be made only in summer and winter bonus months. Bonus payment months: June, July, and August in summer; December and January in winter)

How to use：
If you would like to use our installments service, please select bank transfer as the payment method at the check out page, and inform the client services that you would like to use the installment services. An email to inform you the bank transfer details will be sent, but please ignore that. Once the product is prepared, we will send you the installment service application URL by email. Client services can also place orders over the phone.

Important notices:
• Please note that you can only use this service when the shopping loan contract with our partner is completed.
• It may happen that our partner request you to sign and seal your contract application form. In that case, please note that it will take one week or more to complete your order.
• We will send you the application URL as soon as the product is ready. After the application, it will usually take one business day for the approval.
• In case you don't complete the application within 5 days we send the application URL, your order will be cancelled.
• Students, minors, corporations and residents of other countries are not eligible for the installment services.
• We can only deliver the product to your home. This service is for your own use and cannot be used for a gift.
• You cannot choose same-day delivery when using the installment service.

Our partner for installment services
Orient Corporation TEL: 03-5226-1881 (Japanese only)　Open from 9:30 to 17:30 (excluding weekends and holidays）

We offer complimentary shipping within Japan. We will cover the cost of delivery. (Excludes the Express service.)

We only deliver domestically within Japan.

We use Yamato Transport.

We do not deliver to delivery boxes.

You can pick up your order at a Yamato Transport centre. Please enter the address of your nearest centre and specify "Send to centre" in the delivery address box.

You can select a delivery time and date on the delivery method section of the purchase screen. (Excludes preordered products)

The Express service depends on:

• Your item must be in stock—the individual product page must display "AVAILABLE" and "Available for Express Delivery".
• The time slots available in your region

There will be a flat delivery fee of JPY 800 (including consumption tax)


Express Kanto: Tokyo Metropolitan Area, Kanagawa Prefecture, Saitama Prefecture, Chiba Prefecture, Ibaraki Prefecture, Tochigi Prefecture, Gunma Prefecture, Yamanashi Prefecture (excludes outlying islands)
Orders made between 0:00–8:00, Monday–Sunday: 　Delivered same-day 18:00–20:00
Orders made between 8:00–23:59, Monday–Sunday:　Delivered next-day 18:00–20:00
Express Honshu: Honshu Area (excludes Tottori, Shimane, Okayama, Hiroshima, and Yamaguchi prefecture as well as outlying islands and other specific areas)
Orders made between 0:00–13:00, Monday–Sunday:　Next-day delivery
Orders made between 13:00–23:59, Monday–Sunday:　Two-day delivery

All of our products are packaged individually, so cannot be packaged together. However, products can be delivered together, so please contact us about this.

Add a custom finish to select items with embossing and engraving—items eligible for the complimentary service will feature ‘Engravable’ or ‘Add your initials’ in their product pages. If you would like to personalise an item, please contact us at 0120-99-2177.
Please note, your order’s expected arrival date may change in respect to your confirmation email, and you will not be able to cancel or modify your order.

New symbols are now available online, please contact Client Services and your nearest store for more information.
The motifs which symbolize the connection between Gucci and the sporting world are the tennis racket, the soccer ball, and the ice skates.

The engraving/monogramming service is a complimentary service to engrave or emboss initials onto products. Products with individual product pages that say "Engravable" or "Add your initials" are subject to this service. Please e-mail to assistance@jp-onlineshopping.gucci.com after your order confirmation email and let us know that you would like to use this service. We will then provide you with more details.

New symbols are now available online, please contact Client Services and your nearest store for more information.
The motifs which symbolize the connection between Gucci and the sporting world are the tennis racket, the soccer ball, and the ice skates.

You can stamp 2–3 capital letters and 2–3 dots to leather goods. We usually provide up to 17 letters for watch engraving. The number of letters available for fine ring engraving depends on the design and size of the ring, so please contact us using the details below for further information.

Jewelry Engraving

Add a custom finish to selected bracelets and rings with in-store engraving. Complimenary up to three months after purchase, this service allows you to add a unique touch to your item by choosing between a range of letters, numbers and symbols in two different font sizes.

FIND YOUR NEAREST STORE

No additional days are needed for monogramming services on small leather goods or handbags. For jewelry and watches, 3-4 additional weeks may be required.
This can differ due to the time period during which the request is made and the material of the product, to find out more, please contact us.

We do not accept returns or exchanges on products that have been monogrammed or engraved.

We can exchange unused products that have been sent back within 30 days of receipt and comply with our terms and conditions. Exchanges of equal or greater value can also be made in-store at the Gucci Ginza, Aoyama, Shinjuku, Roppongi, Namiki, Miyashita Park, Shibuya Parco, Nagoya Mens, Meieki, Osaka and Kanazawa stores. To use this service, please contact us before visiting the boutique. Other Gucci retailers (such as those located in department stores) cannot exchange items purchased on Gucci.com.Beauty products, made to order, DIY or personalized items are final sale and cannot be modified, cancelled or returned.

Items should have the original tags attached, be unused and sent back within 30 days of receipt. Please note, all merchandise that has been worn, used, altered or damaged will not be accepted. For lingerie products, the underwear protection, when provided, must also be intact.
Beauty products, made to Order, DIY or personalized items are final sale and cannot be modified, cancelled or returned.

Please use this link for returns.
For exchange or any other requests, please contact us on freephone +81 120-99-2177 or at assistance@jp-onlineshopping.gucci.com within the specified period and send your unused items to the separately provided address with the required documentation enclosed.

You will not be charged a delivery fee. We will also cover any delivery costs when sending you items back in exchange

We will refund your items via the payment method selected when the items were originally purchased. (Items paid for through cash on delivery will be refunded via bank transfer.) Please note that we can only carry out refunds via bank transfer to an account in the name of the customer. Please understand that it may take up to 14 business days to process your refund once we have confirmed the return of your items.

The purchaser’s permission is required for credit card and bank transfer procedures when processing an exchange. Upon obtaining the permission of the purchaser, please call freephone +81 120-99-2177 or email assistance@jp-onlineshopping.gucci.com within 30 days of receipt of the product and send your items back unused and with the required documentation enclosed.

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

Please avoid letting these products come into direct contact with rain or moisture. If they do get wet, please use a dry cloth to remove any moisture as soon as possible. Avoid rubbing and do not use any creams or sprays. 

Please contact Gucci Customer Service.

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

• Visit any retailer 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. 

Please refer to the “GUCCI PRODUCT CARE” about GUCCI repair service or contact Gucci Customer Service about any products purchased on the Gucci Official Online Store.                  

As a bonus for shopping online, items can be repaired free of charge for two weeks after purchase. (Limited to certain products.) For adjustments to clothing or shoulder bag straps, shoe lining, belt hole punching, or watch link replacement, please contact Client Services. 

For Gucci Bamboo 1947, Gucci Horsebit 1955, and Jackie 1961*, Gucci offers an exclusive, complimentary after-sale package called Gucci Signature Care, starting six months from the date of the purchase and throughout the handbag's lifetime.*

Following an evaluation by a Client Advisor, the bag can be treated with services such as:

   
• Leather renewal: the leather is first cleaned, then a treatment restores suppleness and refines its surface in case of light scratches
   
• Ozone purification: a special procedure removes undesired scents and neutralizes any bacteria
   
• Hardware conditioning: zippers and other metal details are examined and oiled when necessary to ensure perfect working order
   
• Hand sewing: the precise color of the thread is matched, and the stitches are resewn by hand following the original needling
 
• Edge coloring: the edges are sanded, smoothed, then treated and colored with the matching shade

Please note that the availability of one or more of these services depends on the handbag's specific style, material, and condition, assessed by our Client Advisors.

You can request the Gucci Signature Care in one of the Gucci stores listed here or by contacting our Client Advisors.

*Gucci Signature Care is available for items purchased from May 2023 onwards on www.gucci.com or in one of the Gucci stores listed here. It is independent of, and without prejudice to, any mandatory statutory warranty on the products.

For Gucci Diana*, Gucci offers an exclusive, complimentary after-sale package called Gucci Diana Care, starting six months from the date of the purchase and throughout the handbag's lifetime.

Following an evaluation by a Client Advisor, the bag can be treated with services such as:

• Leather renewal: the leather is first cleaned, then a treatment restores suppleness and refines its surface in case of light scratches
• Ozone purification: a special procedure removes undesired scents and neutralizes any bacteria
• Hardware conditioning: zippers and other metal details are examined and oiled when necessary to ensure perfect working order
 
• Hand sewing: the precise color of the thread is matched, and the stitches are resewn by hand following the original needling
 
• Edge coloring: the edges are sanded, smoothed, then treated and colored with the matching shade

Please note that the availability of one or more of these services depends on the handbag's specific style, material, and condition, assessed by our Client Advisors.

You can request the Gucci Diana Care in one of the Gucci stores listed here or by contacting our Client Advisors.

*Gucci Diana Care is available for items purchased from May 2023 onwards on www.gucci.com or in one of the Gucci stores listed here. It is independent of, and without prejudice to, any mandatory statutory warranty on the products.

After a detailed inspection of your item by an expert, you will be provided with a unique quote based on its condition. You can make a request for an estimate by contacting a Gucci Client Advisor online to or bringing your item to a Gucci store. Before the repairs begin, you will have the opportunity to review the quote and choose to approve it before continuing.

Payment can be carried out in-store when you collect your item, or if it is delivered to you, you can pay the Yamato Transport Co. driver the cost of the service plus a delivery charge of 770 yen (including tax) by cash, credit or debit card.

For more information, you can find a detailed guide at our dedicated page. 

We accept items for repair at any directly managed Gucci store across the country, even if purchased from our online store.

store locator、or you can make an online store reservation through the "Find in store" function on the product page. You can find all stores with online appointment available from 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.

MY GUCCI gives you complete access to our digital world. As well as dedicated member-only collections, our insider community is the first to shop the latest designs and to discover the Gucci App's exclusive features—including new Virtual Try-On, Arcade games, wallpapers and stickers.

Streamline your shopping experience by saving time at checkout by adding your shipping and payment details in one place and simply log in to track your order. With a MY GUCCI account, you can curate your own tailor-made collection by adding items to your wish list and receive personalized advice from our Client Advisors.

To modify your personal information, including name, date of birth and email address, visit the Account Settings section under My Account.
Log into your account
To delete your account, please Contact Us.

Subscribe to receive Gucci emails with the latest collection launches, news and more. You can subscribe by creating and logging into your account and selecting to receive Gucci emails under Account Settings.
Log into your account

Unsubscribe to be removed from our mailing list. 

Gucci’s Privacy Policy is available in this section

Email: assistance@jp-onlineshopping.gucci.com

Gucci Client Advisor will introduce the product using a dedicated video call.

[How to reserve a video appointment]
1. From This reservation form (external link) , please select the date and time when the desired staff member can make a reservation.
2. Answer the questionnaire to find out what products you are interested in. As for the number of products you can request, please refer to the points that can be introduced in one hour.
3. Select your email address or mobile phone number on the screen to send the customer verification code.
4. Please check the SMS or email that will be delivered automatically after the reservation is completed. You can find the URL of the video appointment in the SMS or email body.
5. On the day of the reservation, when it is time, access the URL sent by SMS or email and press the "Start" button.
* By default, the camera function of your terminal is turned off, and your appearance is optional.
* Calls (video calls) and chats will be recorded. By using it, you agree to it.

[Notes]
・ Video appointments must be reserved by appointment.
・ Reservation is possible until 17 o'clock three days before the appointment date.
・ Cancellation period is up to 2 hours before the reserved time.
・ Cannot be changed after booking. Please make a new reservation after canceling from the reservation page URL included in the SMS / email.
・ If there is no access even if the reservation time exceeds 10 minutes, it will be automatically canceled.