Thanks for the advice!
I contacted the store manager (Matthew) last Saturday the 17th. He said I should send it in and he would take care of it, waiving the 10 day exchange policy. I overnighted it via UPS on Monday the 19th, which cost me just over $40.00. I put a note inside explaining that I would really like to have the replacement by Christmas and gave him my phone number and email, asking for him to contact me to let me know what was going on. He received it on Tuesday the 20th. I heard nothing. Waited. Waited. Waaaaaaaited. Called the store on Friday the 23rd. Talked to the SA that had sold me the shawl. She said Matthew wasn't available, but that they were waiting for a new shawl that wasn't damaged to come from a different store so that they could then ship it to me. She said they would call me before sending it out to me. I haven't heard anything more.
So, my questions are:
1) do I ask Gucci to reimburse me for the shipping or just eat it? I thought overnighting it would expedite things, but apparently not.
2) why does the other store need to ship to the original store first? Can't they just ship it straight to me?
3) couldn't Gucci corporate have just sent it to me? If they had sent it to me on Tuesday even a few hours after the original store had received my shawl (they signed for it just before noon) I would have had it Friday or Saturday with normal shipping.
Would you guys just do as is, or raise the issue further? I must say I am disappointed, given this is my first store interaction with Gucci. Up until now I have always ordered online and been very satisfied. I thought that purchasing from the store was supposed to be a good experience, but I am not impressed.