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FREQUENTLY ASKED QUESTIONS

COVID-19 FAQ

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Will COVID-19 affect my Gucci.com order?

At Gucci, our top priority is the health and well-being of our clients, teams and communities, and we have been closely monitoring the latest developments with the novel coronavirus (COVID-19). 
 
  • We have taken the precautionary measure to temporarily close select stores in Europe and Middle East.
  • Gucci.com remains open and we are dedicated to providing you with the shopping experience you have come to know and love. 
  • Estimated shipping of available items is within 1-2 business days.  Please refer to the delivery date estimate noted on the product description page and at checkout.
  • The return window for online purchases is 30 days from the date you received your purchase. If you would like to return an item purchased in one of our stores, we will accept the return up to 14 days after Gucci stores have reopened.
  • As the safety of our clients, teams and communities are our top priority, we are working with the carriers to help prevent the spread of COVID-19.  Following recommendations from the World Health Organization (WHO), carriers have temporarily suspended signature requirements for most deliveries to extend its safety precautions at the point of delivery. Therefore, we are temporarily not requiring you to physically sign for your delivery. We suggest that you follow your shipment with the tracking number found in your shipping confirmation email.
 
 If you have any concerns or questions, please Contact Us
 

 

Will COVID-19 impact my return?

At Gucci, our top priority is the health and well-being of our clients, teams and communities, and we have been closely monitoring the latest developments with the novel coronavirus (COVID-19). Therefore, we are temporarily adjusting our return policy for both online and in store purchases. 
Online Purchases: The return window for online purchases is 30 days from the date you received your purchase. You may return products by mail using the complimentary prepaid return label included with your order, and following the return instructions provided in your digital invoice. 
In store purchases: If you would like to return an item purchased in one of our stores in Europe, we will accept the return up to 14 days after Gucci stores have reopened. Items must be unworn and in their original condition with all tags attached and accompanied by their receipt in order to be eligible for return or exchange. Upon resuming normal store business hours an in store Client Advisor will assist you in processing your return.
 
Please note, the above supersedes our normal return policy included in other sections of Gucci.com and on prior order invoices and purchase receipts. As this is an evolving situation, we are working diligently to reassess our operations to give you the best service possible and may further extend the return window or modify our return policy conditions. If you have any concerns or questions, please Contact Us.
 

How does Covid-19 impact my repair and care service?

We will accept repair requests once our stores are fully open to the public. In the meantime, we ask that you refrain from sending in any repair requests. If you already requested a repair at one of our authorized locations or stores, your repair service will be on hold, then once our stores resume normal store business hours, we will continue the repair service.

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

Which stores are opened?

We have started reopening select stores with modified services. Please visit our store locator for the latest information on store hours and services. Please contact us to prepare your visit.

 

How is Gucci ensuring that its reopened stores will be safe, and customers will not be exposing themselves by interacting with Gucci employees?

For each reopened store, we will be following strict safety protocols to ensure we continue to help fight the spread of the virus. All Gucci employees will be required to perform health screening protocols, practice social distancing and wear personal protect equipment (e.g., face masks and gloves) to help maintain a safe environment for both the client and the employee. In addition, we encourage all our clients to follow safety guidelines, and will require all our clients to wear face coverings to enter a store as well as follow any local government mandates. If you are exhibiting any signs of the virus, we kindly ask you to refrain from visiting a store at this time and contact us to provide services at a later date.

Why aren’t all Gucci stores reopened? When will others reopen?

We have reopened stores at locations where we have determined, along with local government officials, that it is safe to do so. We will continue to monitor all stores and their local communities closely and will determine when and where we can reopen other store locations. This will be a phased approach since some areas of the country are recovering faster than others. Do not hesitate to contact us for more information. 

How is Gucci organizing fitting rooms and ensuring products touched, tried on or returned by clients are safe?

Merchandise that clients have interacted with will be set aside before being restocked. Our fitting rooms (if no additional local legal law restriction in place not to use them) are cleaned and prepared after each use to our highest standard. All accepted returns undergo a wait period before being restocked.

Does Gucci offer any contactless payment options like Apple Pay, etc?

Gucci locations will continue to accept contactless Mobile Payment including Apple Pay, Samsung Pay, Android Pay.

Why do I have to wait in line?

In order to be in compliance with local directives, we are limiting the number of people in our store to ensure social distancing is practiced.

Do you offer a washroom or disinfection?

We do have a bathroom for client use, however we also have hand sanitizer we can offer you.

Is your client service available?

Gucci Client Advisors are working remotely and can be contacted at this link.

Product Information

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Which products are available for purchase on Gucci.com?

Gucci.com offers products across all categories, including handbags, accessories, shoes, jewelry, décor, makeup and ready-to-wear. You can shop by runway look or discover our special capsule collections. Custom Made to Order and personalized items are also available.

 

Each product is labeled with the following availability: Available, Available in 1-3 weeks, Pre-Order, Made to Order.

 
Products available for immediate purchase will ship with the following delivery windows:
 
 
All European Countries 1-2 business days 
UAE 2-3 business days
Kuwait, Qatar, Saudi Arabia and remote areas* of each country 3-4 business days

*Contact us to receive information on remote areas. 

Saturday Delivery is available at checkout only for selected postcodes with an additional cost.

 
If a product is labeled as Available in 1-3 weeks, it's available for immediate purchase but will not ship for 1-3 weeks. Please refer to the delivery date estimate in 1-3 weeks noted on the product description page and at checkout. 
 
If a product is labeled as Pre-Order, it's not available for immediate purchase as it is currently in production, but you may place a pre-order to receive this product as soon as it becomes available. Please refer to the delivery date estimate noted on the product description page and at checkout. 
 
Made to Order items are custom-made exclusively once an order request has been made. Once your order has been placed, Gucci Client Services will contact you to confirm your information and process your payment. Please refer to the delivery date estimate noted on the product description page and at checkout.

What if an item is unavailable?

If an item or size you have selected is not available for purchase on Gucci.com, you can locate it at the nearest Gucci store using the Find in Store feature on the product description page. 


If you need additional assistance please Contact Us.

Does Gucci offer sales online?

Gucci does not offer sales online. Sale is exclusively available through Gucci outlet locations. To find your nearest Gucci outlet, please visit our Store Locator.

Where are Gucci products made?

Gucci products are crafted with the highest quality materials, design and workmanship. Most Gucci products are made in Italy. Exceptions include watches, which are mainly manufactured in Switzerland, fragrances which are produced in France and the UK, cosmetics that come from the EU and some eyewear produced in Japan.

 

In line with our mission of responsible shopping, we are constantly searching to find more sustainable materials and manufacturing processes to develop products that have a lower impact on the environment, while still upholding our commitment to superior craftsmanship and quality. To learn more about how Gucci manages sustainability within our business, visit Gucci Equilibrium and our Corporate Sustainability & Responsibility Policy.  

 

 

What are Made to Order items?

Made to Order items are custom-made only after an order has been requested. Once an order has been placed, Gucci Client Services will contact you to confirm your order details and payment. Your item will then be crafted exclusively for you.
 
Made to Order items include furniture from the Décor collection, including chairs, stools and paneled screens.
 
Please note that once a Made to Order item has successfully been submitted, it cannot be cancelled, modified or returned for a refund. These items are final sale. 
 

What is personalisation and how do I personalise my item?

Gucci offers personalization options to give your item a unique customized finish, from embossed monogramming to our specialized DIY program. 

Gucci DIY

The Gucci DIY (Do It Yourself) program is a special collection including ready-to-wear, bags and accessories that can be customized with selected initials, colors, patches and materials. Discover more and create your own on our Gucci DIY page.

Monogramming

Monogramming is available for a limited selection of leather goods. This complimentary service allows you to emboss up to three initials in different color options, depending on the selected style. Create your Monogram.

 

Please note that once you have placed an order for a personalized item, it is considered final sale and you cannot cancel, modify or return your selection. 

Wire transfer may not be used to purchase personalized items. 

 

How do I know my size?

Size guides with general recommendations are available on each product page to help determine your best fit. 

 

If you need additional assistance please Contact Us

 

How do I know if a product I have is authentic? Does Gucci guarantee the authenticity of all products sold on 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. Counterfeit Gucci products are replicas or imitations of authentic Gucci products that are aimed at misleading consumers and can be of poor quality, lacking the details and the craftsmanship which characterize authentic Gucci goods.

 

We guarantee the authenticity of all products purchased on Gucci.com and in Gucci stores. 

 

If you would like to report counterfeits or suspect websites, please send an email to [email protected], providing as much descriptive information as possible about the products or the website. 

 

How has Gucci committed to sustainability and responsible shopping?

Gucci is committed to implementing a culture of sustainability, with a responsible attitude towards the people and environment that make up our community. We are constantly searching to find more sustainable materials and manufacturing processes to develop products that have a lower impact on the environment, dream up innovative solutions and look after the people who help us achieve all of this.

 

We have already begun our journey with the use of organic fabrics, recycled materials, metal-free tanning processes and scrap-less cutting. 

 

An unprecedented commitment to sustainability leadership in luxury and fashion, Gucci’s supply chain has become carbon neutral and we are dedicated to continuing our commitment within our Culture of Purpose. 

 
To learn more about how Gucci manages sustainability within our business, visit Gucci Equilibrium and our Corporate Sustainability & Responsibility Policy.  

Orders & Payment

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What forms of payment do you accept?

Gucci accepts the following forms of payment for online purchases:? 
 
  • Visa
  • MasterCard
  • Paypal *
  • American Express
  • Wire Transfer **

*Paypal payments are not available in Saudi Arabia, Kuwait, Qatar and UAE.

**Wire transfer may not be used to purchase personalized items.
 
Please note, we do not accept Gucci gift cards on Gucci.com at this time.? 
 
When placing an order, your billing address must match the information linked to your payment method. If your payment is declined, please contact your bank or financial institution for assistance.? 
 

 

 

Can I use multiple methods of payment?

At this time, we only accept one form of payment per order.

When will I be charged for my purchase?

For most items (excluding Made to Order and personalized items), you will not be charged until your order is shipped. Once we have verified your card details and received credit authorization, we will prepare your order for shipping and charge the full amount. 

Made to Order items and personalized items require full payment at the time the order is placed. Once the order is received on Gucci.com, Gucci Client Services will contact you to confirm the order and process the payment.

 

Is VAT included in the final price and how do I claim VAT back?

All prices include VAT. At this time we are unable to provide tax refunds for purchases made on Gucci.com, including orders place by iPad at our Gucci stores.
 

Do you accept gift cards?

At this time, we do not accept Gucci gift cards on Gucci.com. 

 

Can I cancel or modify my order?

If you need to cancel or modify your order, please Contact Us as soon as possible. We will make every effort to accommodate your request, but cannot guarantee your order may be adjusted once it’s been submitted. Processed orders may not be cancelled or modified; you may return your item subject to Gucci’s Online Return Policy.

 

Once a Made to Order or personalized order has been placed, it cannot be canceled or modified. These items are considered final sale and cannot be returned.

 
 

My order has been declined; do I need to place a new order?

If you have received an e-mail from us informing you that your order has been cancelled, please place a new order online, or contact us.

Shipping & Delivery

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

For items available for immediate purchase (for other availabilities see here), you may select from the following shipping services:

Delivery timing is estimated from the time your order is shipped, not when it is placed.

 

Shipping Service & Fee  Delivery Estimate from shipping

Express 

Free

All European Countries: 1-2 business days.

UAE: 2-3 business days.

Kuwait, Qatar, Saudi Arabia and remote areas* of each country: 3-4 business days.

Saturday Delivery

20 EUR

 

Order by 2pm CET on Friday for Saturday delivery.

Available at checkout only for selected postcodes.

 *Contact us to receive information on remote areas. 
 
You will receive a shipping confirmation email with delivery details once your order has been delivered to the courier. Gucci is not responsible for any unanticipated delays beyond Gucci’s control.
 
All orders are processed Monday through Friday, excluding Italian holidays (January 1 and 6, Easter Monday, April 25, May 1, June 2, August 15, November 1,  December 8, 25 and 26 ). 
Deliveries are made Monday through Friday from 9am-6pm. Saturday delivery is available for select postcodes at an additional charge. An adult signature will be required upon delivery.
 
Pre-order, Made to Order and DIY items will ship on the estimated date noted on the product description page. These items will ship through Express once they become available.
 

 

How can I track my order status?

Once your item(s) have been shipped you will receive a confirmation email which will include a link to track your order through the carrier. 

Is a signature required upon delivery of my order?

For security reasons, an adult signature is required upon delivery. If you will be unavailable to sign for your package, please Contact Us.

 

Can I ship to a P.O. Box?

Orders may not be shipped to P.O. boxes.

Can I modify my shipping address?

If you need to modify your shipping or delivery information after your order has been placed, please Contact Us as soon as possible. Shipping information, including delivery address, cannot be modified once the order has already been shipped.
 
Please note, shipping and delivery information for orders purchased through PayPal may not be modified once the order has been submitted.
 
 

Can I ship to multiple addresses?

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

Returns & Exchanges

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

Returns may be made by carrier or in store. If you would like to return an item, you must notify Gucci within 14 days from the date of delivery. You will then have 14 days from the notification date to return your item to the address on the return shipping label or to a Gucci store listed at this link

 

Returned merchandise must meet the below requirements in order to be accepted for a refund:

  • All items must be in original condition with original tags attached. 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 may only be returned if unopened and in their original cellophane wrapping.
  • Returns on items with a return tag attached will only be honored if the label has not been removed.
  • Made to Order or personalized items are final sale and cannot be returned.
  • Due to the intimate nature of swimwear, tights and lingerie, these products should be tried on wearing your own clothing underneath.
  • Décor items, such as chairs or items with non-standard dimensions, may require special return instructions.?If you would like to return one of these items, please Contact Us.
  • Items purchased at a Gucci store, Gucci outlet store or other retailer or distributor cannot be returned to Gucci.com. These items can be returned using the same channel of the original purchase.

 

For more information, please refer to our Terms of Sale.

 

How can I return an item?

Returns may be made by carrier or in store. If you would like to return an item, you must notify Gucci within 14 days from the date of delivery. You will then have 14 days from the notification date to return your item to the address on the return shipping label or to a Gucci store listed at this link.

 

Please follow the return instructions below:

Return by carrier:

  1. Pack the item(s) you wish to return in the original packaging. 
  2. Note the item(s) you are returning along with the reason for return.
  3. Attach the enclosed prepaid shipping label to the package and arrange pickup by contacting the carrier directly at the number located on the return shipping label. 
  4. All returns shipped using the enclosed prepaid shipping label are complimentary. Please note, Gucci is not liable for merchandise returned through an alternative carrier service, we recommend using the prepaid label. 
  5. If for any reason you are unable to locate the prepaid label, please Contact Us. Your carrier tracking number can be found on the prepaid shipping label. Please make note of this number for your records so you may track the status of your return. 
  6. Once received in the warehouse, returns will be processed within 14 business days and credited back to the original form of payment. You will receive an email confirmation when your return has been completed. Standard shipping charges incurred at the time of purchase will be refunded. Additional fees for Saturday delivery are non-refundable.

Return in store:

  1. You may return your item to the stores listed at this link
  2. Please bring your return in its original packaging with a printed version of the digital invoice you received in your shipment confirmation email. 
  3. Once received in the warehouse, returns will be processed within 14 business days. You will receive an email confirmation when your return has been completed.
  4. Refunds will be credited back to the original form of payment. Standard shipping charges incurred at the time of purchase will be refunded. Additional fees for Saturday delivery are non-refundable.

 

Please refer to our Online Return Policy for more information.

 

How do I exchange an item?

Exchanges may be made by carrier or in store. Items must be returned in their original condition within 14 days from the date of delivery to the address listed on the return shipping label or to a Gucci store listed in this link.
 
 
Please follow the exchange instructions below:
 
Exchange by carrier:
  1. Pack the item(s) you wish to return in the original packaging. 
  2. If you wish to change the size, note the item(s) you are returning along with the new size directly in the table. 
  3. If you wish to change the product, note the item(s) you are returning along with the new style number, found on the product description page.
  4. Attach the enclosed prepaid shipping label to the package and arrange pickup by contacting the carrier directly at the number located on the return shipping label. 
  5. All returns shipped using the enclosed prepaid shipping label are complimentary. Please note, Gucci is not liable for merchandise returned through an alternative carrier service, we recommend using the prepaid label. 
  6. If for any reason you are unable to locate the prepaid label, please Contact Us. Your carrier tracking number can be found on the prepaid shipping label. Please make note of this number for your records so you may track the status of your return. 
  7. Once received in the warehouse, exchanges will be processed within 14 business days. You will first receive a full refund of the item returned and then a new charge for the amount of the new item being sent in exchange.
  8. You will receive an email confirmation when your return has been completed. Please note any shipping charges incurred at the time of purchase are non-refundable.
 
For Paypal orders, exchanges may be processed only for the same or lower value. If you are exchanging for an item of lower cost, you will receive a partial refund directly through your Paypal account.
 
Exchanges for items with a lower value purchased through Wire Transfer will receive a refund for the cost difference. For exchanged items with a higher value than the original purchase price, Gucci will request a payment of the difference.
 
 
Exchange in store:
  1. You may return your item to the stores listed at this link
  2. Please bring your return in its original packaging with a printed version of the digital invoice you received in your shipment confirmation email. 
  3. The Client Advisors in store will be glad to help you in exchanging your purchase.
 
Please refer to our Online Return Policy for more information.
 
For more information or questions, please Contact Us.
 

 

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

Merchandise returned by mail to the warehouse will be processed within 14 business days from receipt. You will receive an email confirmation when your return has been completed. Refunds will be credited back to the original form of payment. Additional fees for Saturday delivery are non-refundable.

Are delivery charges refundable?

Additional fees for Saturday delivery are non-refundable.  

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 method of payment used for the original purchase.  
 
Please refer to our Online Return Policy for more information and return instructions.

Can I return a personalised item?

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

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 wrap.? 

What Gifting Services does Gucci offer?

Gucci offers several gifting options—from complimentary gift wrapping to personalized gift recommendations.

Complimentary Gift Wrap

All Gucci.com orders come with complimentary gift wrap which includes a signature Gucci gift box tied with a Gucci satin ribbon or gift bag. Gucci gift boxes are only available for products 45 cm x 45 cm x 20 cm and smaller. You also have the option of including a personalized gift message and excluding the price from the order invoice.?

 

Personalization 

Gucci offers personalization options to give your item a unique customized finish, from embossed monogramming to our specialized DIY program. 

 

Gucci DIY

The Gucci DIY (Do It Yourself) program is a special collection including ready-to-wear, bags and accessories that can be customized with selected initials, colors, patches and materials. Discover more and create your own on our Gucci DIY page.

Monogramming

Monogramming is available for a limited selection of leather goods. This complimentary service allows you to choose up to three initials in three different color options, depending on the selected style. Create your Monogram.

 

Ask a Gift Expert

Need recommendations? Our dedicated Client Advisors are available to assist in finding the perfect gift, based on your specific details like ideal price range, product type and more, creating a tailor-made list of ideas. To connect with one of our Client Advisors for a personalized shopping experience, visit Gift Services for more information.

 
 

Can I personalize my gift?

Gucci offers personalization options to give your item a unique customized finish, from embossed monogramming to our specialized DIY program. 
 
Gucci DIY
The Gucci DIY (Do It Yourself) program is a special collection including ready-to-wear, bags and accessories that can be customized with selected initials, colors, patches and materials. Wallets and totes from the coveted Ophidia line in GG Supreme canvas can be personalized with a single initial in leather, python, caiman or crystal-studded felt. The DIY knitwear collection includes cardigans, sweaters and zippered bomber jackets featuring an intarsia letter in your choice of color combinations. Discover more and create your own on our Gucci DIY page.
 
Monogramming
Monogramming is available for a limited selection of leather goods. This complimentary service allows you to choose up to three initials in three different color options, depending on the selected style. Create your Monogram.
 
Please note that once you have placed an order for a personalized item, it is considered final sale and you cannot cancel, modify or return your selection.
 
 

Can I order corporate gifts on the website?

For full terms and conditions applicable to corporate gifts, please Contact Us.?

 

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

Gift items purchased on Gucci.com may be returned in accordance with our Online Return Policy. However, refunds may only be issued to the same credit card used for original payment. Orders purchased through the 4Gift platform will be refunded by 4Gift to the gift contributors, not the gift recipient.  
At this time, Gucci.com cannot offer exchanges for returned merchandise. We suggest you return the item you wish to exchange for a refund in accordance with our Online Return Policy and place a new order on Gucci.com or with one of our Client Advisors. Please note new orders are subject to merchandise availability.  
 
For items received through 4Gift, the gift recipient will have the option of choosing a different color variation of the item gifted by the contributors or a new item with the same value, if available on Gucci.com.  For sizeable items, such as ready-to-wear, the gift recipient will have the opportunity to select their preferred size. Once the gift recipient has confirmed the selection, the order will be finalized and no exchanges can be made.
 
Please refer to our Online Return Policy for more information and return instructions.

Care and Repair

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Who can I contact for assistance with my Gucci product?

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

 

If you need assistance or service, you may:

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

Contact Gucci Client Services.

 

For Gucci watches, please refer to the section below.

Who can I contact for assistance with my Gucci watch?

Gucci provides after sales services for watches purchased from Gucci.com, Gucci stores and authorized Gucci retailers.

 
If you need assistance or service on your Gucci watch, you may:
• Visit any retailer or authorized service center listed at the following link.
 
Complete warranty information on Gucci watches is available by clicking here.

My Account

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What are the benefits of creating a Gucci account?

With a Gucci.com account, you can sign up for exclusive benefits, including first-to-know access of our latest collection and product releases, and weekly shopping recommendations based on your Order History. 
 
 

How do I create a Gucci account?

To create a Gucci account, simply enter the following on the Create an account page:
Name
Email address
Birthday
Password
 
With a Gucci account, you can:
Expedite checkout by storing your information, including payment credentials, shipping details and billing address
Access your Order History to track the product information, order date and shipment date of your orders 
Save the contents of your Shopping Bag for later
Manage your Saved Items
 

How do I modify or delete my Gucci account?

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

How do I sign up for the latest on what’s happening at Gucci?

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.
 
 

How can I unsubscribe to the Gucci's mailing list?

Unsubscribe to be removed from our mailing list. 

What is Gucci’s Privacy Policy?

Contact Us

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Contact Us

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

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