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    FREQUENTLY ASKED QUESTIONS

    Purchasing Online

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    How do I shop gucci.com?

    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, colour, category or style. Products on our site are subject to availability. Once you select a size, an availability message will indicate if that item is available now or available for Back-order/Pre-order. When you have made your selection, select a size and an availability message will appear to indicate the delivery of your item. The delivery dates indicated are for reference only and delivery may take more time than anticipated based on production time.
     
    Available: 
    We begin processing your order immediately upon purchase. We offer different shipping options including Same day Delivery at HK$90 and complimentary Express Delivery. Same day delivery is not available for orders with personalised items. Orders with Express Delivery take 1 to 3 business days to be delivered. Orders with personalised items may take more time to process and may not ship right away. All shipping options are pending payment authorization. Your order will be shipped once your payment is approved.
     
    Back-orders/Pre-orders: 
    Items that are not immediately available will be placed on a priority waiting list and are estimated to ship with complimentary Express Delivery as soon as available. The delivery dates indicated are for reference only and delivery may take more time than anticipated based on production time. 
     
    Please be aware that all Back-orders/Pre-orders are on a first-order, first-ship basis. The earlier you place a Back-order/Pre-order, the sooner you can receive it. Your credit card will only be charged for Back-orders/Pre-orders 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”. If no “Find in store” link is suggested, that item is currently unavailable in Gucci stores in Hong Kong. 
     
    Click on "add to shopping bag". Once you are ready to complete your purchase, visit your shopping bag at the top right corner of your 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  (+852) 5806-2999 or via email at assistance@hk-onlineshopping.gucci.com. Alternatively, you can reach us through our Live Chat.
    We are available Monday to Saturday from 9 AM to 10 PM (except Statutory Holidays and days of severe weather). 
     

    How do I place an order?

    Depending on availability and shipping restrictions, purchases may be made either directly through Gucci.com or through the assistance of our Client Services agents. You can contact us at (+852) 5806-2999 or via email at assistance@hk-onlineshopping.gucci.com. Voicemails and emails will be responded to within 1 to 2 business days. Alternatively, you can reach us through our Live Chat.
    We are available Monday to Saturday from 9 AM to 10 PM (except Statutory Holidays and days of severe weather). 
     

    Can I cancel or modify my order?

    Modifying an order:
    Back-orders and Pre-orders that have not yet shipped can be modified by contacting (+852) 5806-2999, via email at assistance@hk-onlineshopping.gucci.com or through our Live Chat, as soon as possible. Orders for items immediately available cannot be modified once they have been successfully submitted. We advise you to follow the return instructions included in your package, or refuse the package upon delivery, and it will be returned to our attention. 
    The amount paid by the Client shall be reimbursed by Gucci within 14 (fourteen) days after the returned Product has been delivered to Gucci. Once a reimbursement is performed, Gucci is not responsible for processing times of individual financial institutions.
    Personalised items are considered final sale and cannot be returned to Gucci.com for a refund. Once an order with personalised items has been confirmed, it cannot be modified.
    Please note that delivery addresses cannot be modified if you have selected PayPal as your payment method.
     
    Cancelling an order:
    Back-orders and Pre-orders that have not yet shipped can be cancelled by contacting (+852) 5806-2999, via email at assistance@hk-onlineshopping.gucci.com or through our Live Chat, as soon as possible. Orders for items immediately available cannot be cancelled 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. 
    The amount paid by the Client shall be reimbursed by Gucci within 14 (fourteen) days after the returned Product has been delivered to Gucci. Once a reimbursement is performed, Gucci is not responsible for processing times of individual financial institutions.
    Personalised items are considered final sale and cannot be returned to Gucci.com for a refund. Once an order with personalised items has been confirmed, it cannot be cancelled.
     

    What are the benefits of creating a Gucci account?

    Creating a Gucci account allows you to:

    (1) store multiple shipping and billing addresses to expedite your checkout;
    (2) save the contents of your shopping bag for later;
    (3) easily access your current order details and history;
    (4) save credit card information to expedite checkout;
    (5) manage your saved items;
    (6) discover recommended items.

    Product Information

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    Which Gucci products are available for purchase on gucci.com?

    Gucci products available for purchase online include handbags, wallets, accessories, shoes, jewelry, watches, fragrances and ready-to-wear. Products on our site are subject to the following availability.

     
    Available: 

    We begin processing your order immediately upon purchase. We offer different shipping options including Same day Delivery for HK$ 90, and complimentary Express Delivery. Same day delivery is not available for orders with personalised items. Orders with Express Delivery take 1 to 3 business days to be delivered. Orders with personalised items may take more time to process and may not ship right away. All shipping options are pending payment authorization. Your order will be shipped once your payment is approved.

    Back-orders/Pre-orders: 

    Items that are not immediately available will be placed on a priority waiting list and are estimated to ship with complimentary Express Delivery as soon as available. The delivery dates indicated are for reference only and delivery may take more time than anticipated based on production time. 

    Please be aware that all Back-orders/Pre-orders are on a first-order, first-ship basis. The earlier you place a Back-order/Pre-order, the sooner you can receive it. Your credit card will only be charged for Back-orders/Pre-orders 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”. If no “Find in store” link is suggested, that item is currently unavailable in Gucci stores in Hong Kong. 

    Click on "add to shopping bag". Once you are ready to complete your purchase, visit your shopping bag at the top right corner of your 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  (+852) 5806-2999 or via email at assistance@hk-onlineshopping.gucci.com. Alternatively, you can reach us through our Live Chat.

    We are available Monday to Saturday from 9 AM to 10 PM (except Statutory Holidays and days of severe weather). 

     

    How many units of each product may I purchase on gucci.com?

    You may purchase up to 5 items per style.

    What are backorders/pre-orders?

    Back-orders:
    We offer our clients the opportunity to reserve items that are currently out of stock.
    When you order one of these items, you are placed on a priority waiting list to be among the first to receive your selection. We will ship the items as soon as they are available in your size, on a first-come, first-served basis. Your credit card will only be charged for waiting list items at the time of shipment. 
    The delivery dates indicated are for reference only and delivery may take more time than anticipated. For updates regarding your back-orders, please contact us at (+852) 5806-2999 or via email at assistance@hk-onlineshopping.gucci.com. Emails will be responded to within 1 to 2 business days. Alternatively, you can reach us through our Live Chat.
    We are available Monday to Saturday from 9 AM to 10 PM (except Statutory Holidays and days of severe weather). 
     
    Pre-orders:
    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. We will ship the items as soon as they are available in your size, on a first-come, first-served basis. Your credit card will only be charged for waiting list items at the time of shipment. 
    The delivery dates indicated are for reference only and delivery may take more time than anticipated based on production time. For updates regarding your back-orders, please contact us at (+852) 5806-2999 or via email at assistance@hk-onlineshopping.gucci.com. Emails will be responded to within 1 to 2 business days. Alternatively, you can reach us through our Live Chat.
    We are available Monday to Saturday from 9 AM to 10 PM (except Statutory Holidays and days of severe weather). 
     

    How do I know my size?

    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 at (+852) 5806-2999 or via email at assistance@hk-onlineshopping.gucci.com. Emails and voicemails will be responded to within 1 to 2 business days. Alternatively, you can reach us through our Live Chat.
    We are available Monday to Saturday from 9 AM to 10 PM (except Statutory Holidays and days of severe weather). 
     

    What is the priority waiting list?

    We offer our clients the opportunity to pre-order items that are currently in production or to back-order items that are currently out of stock.
    When you order one of these items, you are placed on a priority waiting list to be among the first to receive your selection once it becomes available. We will ship the items as soon as they are available in your size, on a first-come, first-served basis. Your credit card will only be charged for waiting list items at the time of shipment. 
    The delivery dates indicated are for reference only and delivery may take more time than anticipated. For updates regarding your back-orders, please contact us at (+852) 5806-2999 or via email at assistance@hk-onlineshopping.gucci.com. Emails will be responded to within 1 to 2 business days. Alternatively, you can reach us through our Live Chat.
    We are available Monday to Saturday from 9 AM to 10 PM (except Statutory Holidays and days of severe weather). 

    Where do I find items that I have seen in the press/magazines?

    For enquiries about Gucci products, please email us at assistance@hk-onlineshopping.gucci.com. Please include a photo if available. Emails will be responded to within 1 to 2 business days. Alternatively, you can reach us through our Live Chat.
     

    Does Gucci use fur or fur products in its collections?

    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.

     

     

    Payment

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    Which payment methods do you accept?

    Gucci accepts the following forms of payment for online purchases: 

    (1) Visa 
    (2) Mastercard 
    (3) American Express 
    (4) PayPal

    At this time, we do not accept Gucci gift cards and Store Credits for online payments.
    If payment is not accepted online, please contact your bank for approval of your transaction or select an alternate form of payment. Please note that your billing address, phone number, and email must match the information on your credit card statement. 
     

     

    When will my credit card be charged?

    Items Available: 

    To accommodate payment authorization and packaging, please allow up to two (2) 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 HK$ 0.00 or HK$ 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 on Back-orders/Pre-orders: 

    Items that are not immediately available will be placed on a priority waiting list and are estimated to ship with complimentary Express Delivery as soon as available. All Back-orders/Pre-orders are on a first-order, first-ship basis. The earlier you place a Back-order/Pre-order, the sooner you can receive it. The delivery dates indicated are for reference only and delivery may take more time than anticipated. Your credit card will only be charged for Back-orders/Pre-orders reservations at the time of shipment. Your credit card will not be charged at the time you submit your order but will be authorized for HK$ 0.00 or HK$ 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.

     

    Can I use multiple methods of payment?

    At this time we only accept one (1) form of payment per order.

    Will I be charged sales tax?

    All goods currently featured on Gucci.com in Hong Kong  (Gucci.com/hk) are tax-free. Your on-screen total reflects the total you will be charged. 
     

    Shipping & Delivery

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    Which shipping options are available and what are the shipping fees?

    Shipping methods and fees 

    We are pleased to offer different shipping options including Same Day Delivery for HK$ 90, and complimentary Express Delivery. All orders are processed Monday through Saturday, excluding Statutory Holidays and days of severe weather. All shipping options are pending payment authorization. Your order will be shipped once your payment is approved. At this time, our delivery service is available in Hong Kong only.

    During high volume time, Gucci.com reserves the right to limit its delivery options. Please refer to the shipping options available at checkout. 

    Products on our site are subject to availability. Once you select a size, an availability message will appear to indicate the delivery of your item. 

     

    Same Day Delivery:

    You may enjoy Same Day Delivery for HK$ 90 for immediately available items. 

    - Orders placed with same day deliveries are expected to be delivered as follows:

    - Orders placed by 10 AM (Hong Kong time) Monday through Saturday will be delivered by 5 PM (Hong Kong time) on the same day

    - Orders placed between 10 AM and 2 PM (Hong Kong time) Monday through Saturday will be delivered between 5 and 9 PM on the same day

     

    Orders placed after the designated cut-off time, which is 2 PM, will be processed and delivered with Express Delivery.

    Our agents will call to inform you of the delivery arrangement prior to their arrival at your delivery address. In case that we are unable to reach you on the phone, the delivery will be attempted. If no one is available to accept the delivery at the address, we will contact you later for rescheduling the delivery of your order and the shipping fee of HK$ 90 will not be refunded.

    Some business addresses may not accept shipments on Saturdays. To ensure Saturday delivery, please confirm that the applicable shipping address can accommodate Saturday deliveries. 

    Same Day Delivery is not available for orders with personalised items. 

     All shipping options are pending payment authorization. Your order will be shipped once your payment is approved.

     

    Express Delivery:

    Orders placed under the “Express” method are expected to be delivered 1 to 3 (one to three) business days from the time the order is shipped. 

    Orders with personalised items may take more time to process and may not ship right away.

     All shipping options are pending payment authorization. Your order will be shipped once your payment is approved.

     

    Delivery for Back-orders/Pre-Orders: 

    Items that are not immediately available will be placed on a priority waiting list and are estimated to ship with complimentary Express Delivery as soon as available. The delivery dates indicated are for reference only and delivery may take more time than anticipated based on production time. 

    Please be aware that all Back-orders/Pre-orders are on a first-order, first-ship basis. The earlier you place a Back-order/Pre-order, the sooner you can receive it. Your credit card will only be charged for Back-orders/Pre-orders reservations at the time of shipment.

    We recommend reviewing your order details on the order review page before submitting your order, or in the order confirmation email that is sent to you shortly after your order is placed. Upon delivery, please ensure that the number of boxes delivered is as stated on the shipment confirmation email. 

    Your credit card will not be charged at the time you submit your order but will be authorized for HK$ 0.00 or HK$ 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. 

     

    Modification/Cancellation: 

    Back-orders and Pre-orders that have not yet shipped can be modified by contacting (+852) 5806-2999, via email at assistance@hk-onlineshopping.gucci.com or through our Live Chat, as soon as possible. Orders for items immediately available cannot be modified once they have been successfully submitted. We advise you to follow the return instructions included in your package, or refuse the package upon delivery, and it will be returned to our attention. 

    The amount paid by the Client shall be reimbursed by Gucci within 14 (fourteen) days after the returned Product has been delivered to Gucci. Once a reimbursement is performed, Gucci is not responsible for processing times of individual financial institutions.

    Personalised items are considered final sale and cannot be returned to Gucci.com for a refund. Once an order with personalised items has been confirmed, it cannot be modified.

    Please note that delivery addresses cannot be modified if you have selected PayPal as your payment method.

     

    Can I ship internationally?

    Our delivery service is available in Hong Kong only.  
    We are unable to deliver online purchases internationally at this time, but invite our clients to visit a local Gucci store. To locate a Gucci store near you, please visit our store locator at http://www.gucci.com/hk/en/store-finder.
    To shop online for delivery to another country, select “Ship to: Hong Kong” located at the top left of your screen.
    International credit cards are subject to authorization. If unable to obtain authorization, an email will be sent to notify of cancellation. Please use an alternate card card or PayPal to complete your purchase.
     

    Can I ship to multiple addresses?

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

    What addresses are restricted in Hong Kong for delivery?

    Purchases may not be shipped to P.O. boxes, or to any address outside of Hong Kong.
     

    Is a signature required upon delivery of my order?

    For security reasons, all Gucci online purchases require an adult signature upon delivery. All orders are delivered by SkyNet. If you are unavailable to sign for your package, the driver will leave a card in your mailbox informing you of the delivery attempt. The driver will make a total of three delivery attempts on three consecutive business days and temporarily hold at a location near you. If you are still unavailable to sign for your package, the package will be returned to Gucci.com. Please note that Gucci is not responsible for unanticipated SkyNet delays. 
     

    How can I track my order?

    Gucci will send you several emails during the order process to keep you informed of the status of your purchase. Please note that during peak times, if you select the Express Delivery option, your order may take up to 1 to 2 business days to process before it ships. Please add this time to your selected shipping method to anticipate the delivery of your order. 

     

    When can I expect delivery of my order?

    To estimate the total delivery time for immediately available items, please refer to the shipping availability provided on the product page and at checkout. 

    Same-Day Delivery:

    You may enjoy Same-Day Delivery for HK$ 90 for immediately available items. 

    "Orders placed with same day deliveries are expected to be delivered as follows:

    - Orders placed by 10 AM (Hong Kong time) Monday through Saturday will be delivered by 5 PM (Hong Kong time) on the same day

    - Orders placed between 10 AM and 2 PM (Hong Kong time) Monday through Saturday will be delivered between 5 and 9 PM on the same day

     

    Orders placed after the designated cut-off time, which is 2 PM, will be processed and delivered with Express Delivery.

    Our agents will call to inform you of the delivery arrangement prior to their arrival at your delivery address. In case that we are unable to reach you on the phone, the delivery will be attempted. If no one is available to accept the delivery at the address, we will contact you later for rescheduling the delivery of your order and the shipping fee of HK$ 90 will not be refunded.

    Some business addresses may not accept shipments on Saturdays. To ensure Saturday delivery, please confirm that the applicable shipping address can accommodate Saturday deliveries. 

    Same-Day Delivery is not available for orders with personalised items. 

     All shipping options are pending payment authorization. Your order will be shipped once your payment is approved.

     

    Express Delivery:

    Orders placed under the “Express” method are expected to be delivered 1 to 3 (one to three) business days from the time the order is shipped. 

    Orders with personalised items may take more time to process and may not ship right away.

     All shipping options are pending payment authorization. Your order will be shipped once your payment is approved.

     

    Delivery for Back-orders/Pre-Orders: 

    Items that are not immediately available will be placed on a priority waiting list and are estimated to ship with complimentary Express Delivery as soon as available. The delivery dates indicated are for reference only and delivery may take more time than anticipated based on production time. 

     

    Please be aware that all Back-orders/Pre-orders are on a first-order, first-ship basis. The earlier you place a Back-order/Pre-order, the sooner you can receive it. Your credit card will only be charged for Back-orders/Pre-orders reservations at the time of shipment.

    We recommend reviewing your order details on the order review page before submitting your order, or in the order confirmation email that is sent to you shortly after your order is placed. Upon delivery, please ensure that the number of boxes delivered is as stated on the shipment confirmation email. 

    Your credit card will not be charged at the time you submit your order but will be authorized for HK$ 0.00 or HK$ 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. 

     

    Returns

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    What is your return policy? How many days do I have to return a product?

    Gucci wants to ensure your complete satisfaction. We will accept merchandise unworn, unused and undamaged, for an exchange or return when accompanied by the relevant original invoice and the original Gucci packaging.
    Products purchased from Gucci.com may be exchanged or returned up to 14 (fourteen) days from date of delivery to Gucci.com or to a Gucci boutique within Hong Kong, with the following exceptions: 
    - All PayPal purchases, corporate gifts and online exclusive products must be exchanged/returned exclusively to Gucci.com 
    - Products purchased online cannot be exchanged/returned to outlet stores, department stores or other wholesale distributors.

    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. 
    Beauty products may be returned if unopened and in the original cellophane wrapping within 14 (fourteen) days from the date of delivery. 

    To schedule a pick up, please contact us at (+852) 5806-2999 or via email at assistance@hk-onlineshopping.gucci.com. Voicemails and emails will be responded to within 1 to 2 business days.
    Prepaid return shipping labels are included in the orders. 
    The amount paid by the Client shall be reimbursed by Gucci, through the payment system used by the Client for the purchase, within 14 (fourteen) days after the returned Product has been delivered to Gucci. Once a reimbursement is performed, Gucci is not responsible for processing times of individual financial institutions. 
    Following the reimbursement to the Client, an automated email will be sent to the Client on the email address provided in the order proposal, detailing the return of the Product. Please note the original shipping charges incurred at the time of purchase are non-refundable and that a different return policy may be applicable for in-store purchases. 
    Gucci reserves the right to refuse return of any merchandise that does not meet the above return requirements in Gucci’s sole discretion. 

    For updates regarding your return, please contact assistance@hk-onlineshopping.gucci.com and include the return tracking number. Emails will be responded to within 1-2 business days.
    We are available Monday to Saturday from 9 AM to 10 PM (except Statutory Holidays and days of severe weather). 
     

    How do I return an item?

    Easy-to-follow return instructions are included with each shipment. 

    Products purchased from Gucci.com may be exchanged or returned up to 14 (fourteen) days from date of delivery to Gucci.com or to a Gucci boutique within Hong Kong, with the following exceptions: 

    - All PayPal purchases, corporate gifts and online exclusive products must be exchanged/returned exclusively to Gucci.com 

    - Products purchased online cannot be exchanged/returned to outlet stores, department stores or other wholesale distributors.

    Returns to Gucci.com:

    To schedule a pick up, please contact us at (+852) 5806-2999 or via email at assistance@hk-onlineshopping.gucci.com. Voicemails and emails will be responded to within 1 to 2 business days.

    We are available Monday to Saturday from 9 AM to 10 PM (except Statutory Holidays and days of severe weather). 

    Prepaid return shipping labels are included in the orders. 

    Where a Product is returned through a courier dispatched by Gucci, the courier is only authorised to deliver the Product to Gucci.  The courier is not otherwise authorised to verify the condition of the Product or agree to the reason given by the Client. If Gucci exercises the aforesaid right to refuse return of the Product after receiving it from the courier, Gucci shall notify the Client and the Client shall retrieve the Product.

    To the maximum extent permissible under applicable law, Gucci reserves the right to refuse return of any Product that does not meet the above return requirements in Gucci’s sole discretion.

     

    Returns to a Gucci boutique in Hong Kong:

    Please bring your invoice along with the item(s) you would like to return. Gucci boutiques in Hong Kong will be accepting the returns and send them back to Gucci.com for processing on your behalf.

    To locate a store near you, please visit our store locator at http://www.gucci.com/hk/en/store-finder.  

     

    How long does it take for a refund to be issued?

    The amount paid by the Client shall be reimbursed by Gucci, through the payment system used by the Client for the purchase, within 14 (fourteen) days after the returned Product has been delivered to Gucci. Once a reimbursement is performed, Gucci is not responsible for processing times of individual financial institutions. 
    Following the reimbursement to the Client, an automated email will be sent to the Client on the email address provided in the order proposal, detailing the return of the Product. Please note the original shipping charges incurred at the time of purchase are non-refundable and that a different return policy may be applicable for in-store purchases. 
    For updates regarding your return, please contact assistance@hk-onlineshopping.gucci.com and include the return tracking number. Emails will be responded to within 1-2 business days.
     

    Are delivery charges refundable?

    Please note the original shipping charges incurred at the time of purchase are non-refundable. 
     

    Can I return an item that I bought online to a Gucci boutique?

    Products purchased from Gucci.com may be exchanged or returned up to 14 (fourteen) days from date of delivery to Gucci.com or to a Gucci boutique within Hong Kong, with the following exceptions: 

    - All PayPal purchases, corporate gifts and online exclusive products must be exchanged/returned exclusively to Gucci.com 

    - Products purchased online cannot be exchanged/returned to outlet stores, department stores or other wholesale distributors.

    Personalised items are considered final sale and cannot be returned to Gucci.com for an exchange or a refund. 

    Please note the original shipping charges incurred at the time of purchase are non-refundable and that a different return policy may be applicable for in-store purchases. 

     

    How do you exchange an item with gucci.com?

    Products purchased from Gucci.com may be exchanged or returned up to 14 (fourteen) days from date of delivery to Gucci.com or to a Gucci boutique within Hong Kong, with the following exceptions: 
    - All PayPal purchases, corporate gifts and online exclusive products must be exchanged/returned exclusively to Gucci.com 
    - Products purchased online cannot be exchanged/returned to outlet stores, department stores or other wholesale distributors.
     
    Gucci.com cannot accommodate automatic exchanges at this time. Please return the original item(s) for an exchange using the return instructions provided in your shipment and a new purchase will be placed on Gucci.com using the same payment system as the original order. 
    Please note that new orders are subject to merchandise availability. Gucci will inform the Client if Gucci is unable to fulfill the new order. 
     
    For the original item(s), the amount paid by the Client shall be reimbursed by Gucci, through the payment system used by the Client for the purchase, within 14 (fourteen) days after the returned Product has been delivered to Gucci. Once a reimbursement is performed, Gucci is not responsible for processing times of individual financial institutions. 
    Following the reimbursement to the Client, an automated email will be sent to the Client on the email address provided in the order proposal, detailing the return of the Product. Please note the original shipping charges incurred at the time of purchase are non-refundable and that a different return policy may be applicable for in-store purchases. 
     
    Personalised items are considered final sale and cannot be returned to Gucci.com for an exchange or a refund. 
    Please note the original shipping charges incurred at the time of purchase are non-refundable and that a different return policy may be applicable for in-store purchases. 
    For updates regarding your exchange, please contact assistance@hk-onlineshopping.gucci.com and include the return tracking number. Emails will be responded to within 1-2 business days.
     

    Can I exchange or return an item gifted to me by someone else?

    Gift items purchased on Gucci.com may be returned. However, refunds may only be issued to the same credit card used for original payment. 
    Gucci.com cannot accommodate automatic exchanges at this time. Please return the original item(s) for an exchange using the return instructions provided in your shipment and a new purchase will be placed on Gucci.com using the same payment system as the original order. 
    Please note that new orders are subject to merchandise availability. Gucci will inform the Client if Gucci is unable to fulfill the new order. 
     
    For the original item(s), the amount paid by the Client shall be reimbursed by Gucci, through the payment system used by the Client for the purchase, within 14 (fourteen) days after the returned Product has been delivered to Gucci. Once a reimbursement is performed, Gucci is not responsible for processing times of individual financial institutions. 
    Following the reimbursement to the Client, an automated email will be sent to the Client on the email address provided in the order proposal, detailing the return of the Product. Please note the original shipping charges incurred at the time of purchase are non-refundable and that a different return policy may be applicable for in-store purchases. 
     
    Personalised items are considered final sale and cannot be returned to Gucci.com for an exchange or a refund. 
     

    Can I return a personalized item?

    Withdrawals, cancellations, exchanges or returns are not accepted for orders of customized products.
     

    Gifts

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    How do I send a gift?

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

    Can I get my purchase gift-wrapped?

    All Gucci.com orders come with complimentary gift wrapping, which includes a signature Gucci gift box tied with a Gucci ribbon. Gucci gift boxes are only available for products 45 cm x 45 cm x 20 cm 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.

    Can I order corporate gifts on the website?

    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) of the same 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. For inquiries related to our corporate gift service, please contact us at assistance@hk-onlineshopping.gucci.com

    Care & Repair

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    How do I repair an item?

    Gucci offers a repair service for Gucci products purchased from Gucci.com, any Gucci stores or any other Gucci-authorized retailer. You may request for repair services at any Gucci stores by bringing the original sales slip along with your item. For watch repairs, please also bring along the watch warranty booklet. To locate a store near you, please visit our store locator at www.gucci.com/hk/en/store-finder.  For any enquiries related to repair services, please contact us at (+852) 5806-2999 or via email at clientservice.hk@gucci.com. We are available Monday to Saturday from 9 AM to 10 PM (except Statutory Holidays and days of severe weather).

    Is there a warranty on my watch?

    A limited warranty booklet is accompanied with each Gucci watch purchase. Warranties are valid for two years. Our limited warranties cover all manufacturing and mechanical defects, excluding malfunction or deterioration resulting from accidents or negligence. Complete warranty information is provided in the warranty booklet upon purchase. For any enquiries related to watch repais, please contact us at (+852) 5806-2999 or via email at clientservice.hk@gucci.com. We are available Monday to Saturday from 9 AM to 10 PM (except Statutory Holidays and days of severe weather).

    Where can I find instructions on how to use my watch?

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

    Standard Watch

    Gucci Dive

    Gucci Handmaster

    I-Gucci

    I-Gucci Sport

    U-PLAY

    Warranty

    Can I go to a Gucci boutique for alterations?

    Please contact your nearest Gucci store to enquire about alterations for products purchased from Gucci.com or any Gucci stores. 
    To locate a store near you, please visit our store locator at http://www.gucci.com/hk/en/store-finder.  
     

    Where can I find a list of Gucci retailers and service centers for my jewellery or watch?

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

    Product Authenticity

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    Where can I buy authentic Gucci products?

    Authentic Gucci products are exclusively sold through a network of directly operated Gucci stores, a small number of authorized franchisees, department and specialty stores and on Gucci.com. Gucci does not offer sales online. A complete list of Gucci stores is published at http://www.gucci.com/hk/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 such websites, please contact counterfeit@gucci.com.

    Does Gucci gurantee the authenticity of all products sold on 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 stores, a small number of authorized franchisees, department and specialty stores and on Gucci.com. Gucci does not offer sales online. A complete list of Gucci stores is published at http://www.gucci.com/hk/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 such websites, 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.

    What are counterfeits?

    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 stores, a small number of authorized franchisees, department and specialty stores and on Gucci.com. Gucci does not offer sales online. A complete list of Gucci stores is published at http://www.gucci.com/hk/en/store-finder .

    How can I identify a fake Gucci website?

    Authentic Gucci products are exclusively sold through a network of directly operated Gucci stores, 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

    How can I report counterfeits?

    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.

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    Client ServicesGUCCI Hong Kong

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