常见问题

 所有从古驰日本官网购买的商品均会以礼品包装的形式呈现，包括古驰经典礼盒配以优雅缎带。

 请在购物页面中选择「留言卡片」。可以输入200字以内的留言。不能使用表情文字。请理解。

 古驰致力于阶段性推进环保措施，并与2010年取得FSC（森林管理协会）认证。采用100％可再生纸制作新礼盒包装。

 信用卡（Visa, MasterCard, American Express, JCB, Diners） /Amazon Pay/货到付款（现金、信用卡、借记卡）/银行汇款(汇款到账确认会在第二个工作日以后进行。）

 可以选择1次、2次、奖金月1次性支付、循环付款。

 为了让客户可以更加安心，古驰采用“SSL”高强度加密保护个人信息以及信用卡信息。古驰不会保存购物时留下的信用卡信息。

 很抱歉，古驰只接受本人名义的信用卡支付。（请输入付款人的地址）

 产品发送时产生信用卡支付。

  货到付款的手续费由古驰承担。

 下单后，客户将收到银行汇款的详细信息。

 请选择信用卡支付或者银行汇款。

通过该服务，您可以使用已注册的亚马逊帐户完成支付，无需注册Gucci网上商店。

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. 

订单总额为300,000日元及以上时（含税）可以使用分期付款服务。Gucci承担相关的服务费用。
我们提供分期付款、一次性福利付款或两期福利付款几种支付方式。
分期付款：您可以从两种分期付款方式中进行选择：如果您选择等额分期付款，那么每个月即支付相同费用。如果您选择福利和分期付款相结合的支付方式，那么在发放福利（Bonus）的月份，除了每月的分期付款外，您可以偿还更多费用。支持1 - 24期付款（1、3、6、10、12、15、18、20、24）。
一次性福利付款和两期福利付款：如果您选择福利（Bonus）付款，那么第一笔付款可最多延迟6个月。如果选择两期福利付款，仅可在夏季和冬季的福利发放月份进行付款。福利付款月份：夏季为6月、7月和8月，冬季为12月和1月

使用方式：
如果您要使用我们的分期付款服务，请在结算页面付款方式选项中选择银行转账，并告知客服您希望使用分期付款服务。您将收到一封有关银行转账详情的电子邮件，但可忽略。商品准备妥善后，我们将通过电子邮件为您发送分期付款申请URL。客服还会通过电话告知您下达订单。

重要通知：
• 请注意，只有当您签署与我们合作伙伴的购物贷款合同之后才能使用该服务。
• 我们的合作伙伴可能会要求您在合同申请表格上签名并盖章。如果出现这种情况，则需要一周或更长的时间来完成您的订单。
• 商品准备妥善后，我们会立即给您发送申请URL。提交申请之后，通常需要一个工作日即可获批。
• 如果在我们为您发送申请URL之后的5天之内未完成申请，您的订单将被取消。
• 学生、未成年人以及其他国家或地区的企业与居民无权申请分期付款服务。
• 商品仅可配送至您自己的地址。该服务只供您个人使用，不能用于购买礼品。
• 使用分期付款服务时不能选择当日送达。

我们的分期付款服务合作伙伴
Orient信用卡 电话 03-5226-1881（仅支持日语）服务时间：9:30至17:30（周末和节假日除外）

 古驰为客户提供全国免费标准配送。(即日配送服务除外）

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.

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, 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.
Returns will not be accepted if products or accessories are missing from the original packaging.

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.

A Warranty and Maintenance Guide is available. Please refer to this documentation.

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是我们的会员计划，可让您在Gucci数字世界中畅通无阻。除了会员专享系列之外，我们的会员专属社区成员还能优先选购最新设计并探索Gucci App的专有功能，其中包括全新的虚拟试装和经典游戏、壁纸与贴纸。作为与品牌特别纽带的一部分，会员可以提前收听Gucci播客。通过保存您的收货地址和付款信息来节省结帐时间，从而简化购物流程，同时您只需登录即可跟踪包裹。作为会员，您可以通过将商品添加到心愿单中来打造自己的定制收藏系列，并获得由我们的顾客咨询师提供的个性化建议。

访问我们的注册页面（此处），我们热忱欢迎您加入品牌粉丝的阵营

订阅以接收有关最新系列发布、新闻资讯等内容的Gucci电子邮件。您可以创建并登录账户，在“账户设置”下选择接收Gucci电子邮件来进行订阅。

登录到您的账户

取消订阅即可退出我们的邮寄名单。 

电子邮件：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.