Q. What is your online returns policy?
RETURNS POLICY EU
You can get in touch with us by visiting our FAQ page by clicking here.
Please click on the question that matches your query to view our contact form. Once submitted, we will aim to respond to you within one working day. Our customer service team is available on Monday to Friday (9am-4.30pm), Saturday-Sunday (10am-5pm), and can be contacted during these times here.
Please note, all of our e-mails are conducted in English.
Nothing in this returns policy affects your statutory rights. Your rights under our returns policy are in addition to your cancellation rights under applicable laws.
RETURN CONDITIONS
Please retain your invoice. UNIQLO is always happy to accept online returns for all item(s) and will process the refund using the original method of payment as long as the item(s) are returned in a resalable condition (with original packaging, tags and/or labels) within 30 days of receiving a product ordered from our website.
Please be advised, however, that the following item(s) cannot be returned:
1. Innerwear/underwear/swimwear/masks due to hygiene reasons
2. Personalised item(s) (e.g. altered)
An exception can be made for items deemed faulty that cannot be fixed or replaced in accordance with applicable laws.
Faulty Item(s) - Please refer to the Defective Products section below.
*Please note that items purchased online, regardless of payment or delivery method (e.g. Pay In Store, Click & Collect), cannot be returned to our stores, however we’re more than happy to exchange your item(s).
FREE EXCHANGE IN STORE
Only exchanges are allowed in our UNIQLO stores of the country of purchase and we do not accept returns of item(s) purchased online regardless of payment or delivery method (e.g. Pay In Store, Click & Collect). Should you wish to return and receive a refund for your online order, please refer to the Returns section and follow the steps set out here.
For an exchange in-store, you would need to take your item(s) to one of our UNIQLO stores in the country of purchase within 30 days of receiving or collecting the item(s). Please ensure that you bring your original receipt (tax invoice) with you alongside the item(s) as an exchange cannot be processed without it. You will not be charged a fee for exchanging an item in-store.
Please note, once an item has been exchanged we are no longer able to process a refund for the item(s), except in the case of faulty items.
Any orders that have not been placed via credit/debit card, Google or Apple Pay, cannot be returned or exchanged in-store and will have to follow our online returns procedure.
Faulty Item(s) – Please refer to the Defective Products section below.
RETURNING PRODUCTS BY POST
• Complete the returns process accessing your UNIQLO account or Guest account and print the label generated when the process is completed.
• Enclose the Return Note/Packing slip in your package (the sheet with the information about the items you wish to return).
• Securely attach the courier returns address label to the outside of your parcel.
• Ensure the Product(s) are placed in a securely wrapped parcel.
• Take the parcel (with the enclosed returns note) to your nearest courier drop off point. Please retain proof of postage when returning your item(s) and you should keep this proof until you receive your refund. Regrettably, we can only provide a refund for a lost return once we have been provided with proof of postage.
Returning via post:
Should you decide not to use the courier service stated above, please follow the instructions outlined below:
• Complete the returns process accessing your UNIQLO account or Guest account and print the label generated when the process is completed.
• Enclose the Return Note/Packing slip in your package (the sheet with the information about the items you wish to return).
• Ensure the Product(s) are placed in a securely wrapped parcel.
• The returns should be posted to the address below:
UNIQLO / Arvato distribution GmbH,
Schleefstraße 1a,
44287,
Dortmund,
GERMANY
• Take the parcel (with the enclosed returns note) to a Post Office or courier. Ask the Post Office or courier for proof of postage. You should retain this until you receive your refund. Regrettably, we can only provide a refund for a lost return once we have been provided with a proof of postage. *This only applies to customers who use our returns label.
WHEN DO I GET MY REFUND ONCE I HAVE RETURNED AN ITEM?
Please note we will refund you in 14 (FOURTEEN) calendar days from the date on which we receive the returned Product(s) at our warehouse below:
UNIQLO / Arvato distribution GmbH,
Schleefstraße 1a,
44287,
Dortmund,
GERMANY
Any refunds made by us will be made to the method of payment provided when you placed your order. UNIQLO reserves the right to withhold amounts for Products which are found to be damaged on return. You will be refunded the amount you paid for the returned Product(s).
PROMOTIONS AND COUPONS
The value of your discount coupon will be divided proportionally between the different items in your order. Please note that when an item is returned from an order for which a discount coupon has been used, the value of the discount coupon will be deducted accordingly from the amount refunded. Please also note that any discount coupon used cannot be used again following the return of the product. To see an example of how using a coupon can affect your refund, please click here.
The return of an order for which you have benefited from free delivery (not supplied in the form of a discount coupon) will have no effect on the amount refunded.
CANCELLATION RIGHTS
You have a right to cancel your contract at any time within 14 (FOURTEEN) calendar days; beginning on the day after you received the Product(s) without giving a reason. In this case, you will receive a full refund of the price paid for the Product in accordance with our Returns Policy.
The cancellation period will expire after 14 (FOURTEEN) calendar days from the day on which you or a third party (of your consent) acquires physical possession of the Product(s).
To exercise your rights to cancel a contract, you may use the cancellation form available here, but it is not obligatory. You can also inform us electronically by visiting our Contact Us page and completing the web form (please choose the topic RETURNS – I wish to cancel my contract). If you use this option, we will provide an acknowledgement of receipt of such a cancellation on a durable medium (e.g. by email) without delay.
You can also inform us at UNIQLO EUROPE LTD, 103-113 Regent Street, London, W1B 4HL UK of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or email) within 14 (FOURTEEN) calendar days from when you are in receipt of your order.
To meet the cancellation deadline, it is sufficient for you to send your communication and proof of postage concerning your exercise of the right to cancel before the cancellation period has expired.
EFFECTS OF CANCELLATION
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We will make a deduction from the reimbursement for loss in value of any product(s) supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and no later than:
• 14 (FOURTEEN) calendar days after the day we receive back from you any Product(s) supplied; or
• (if earlier) 14 (FOURTEEN) calendar days after the day you provide evidence that you have returned the Product(s); or
• If there were no Product(s) supplied, 14 (FOURTEEN) calendar days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur fees as a result of the reimbursement.
We may withhold reimbursement until we have received the Product(s) back or you have supplied evidence of having sent back the Product(s), whichever is the earliest.
You shall send back the Product(s) or hand them over to us at UNIQLO, Arvato distribution GmbH, Schleefstraße 1a, 44287, Dortmund, GERMANY , without undue delay and in any event no later than 14 (FOURTEEN) calendar days from the day on which you communicate your cancellation from this contract to us.
The deadline is met if you send back the Products before the period of 14 (FOURTEEN) calendar days have expired.
It is not possible to return Products to our stores if you wish to cancel your contract.
You will have to bear the direct cost of returning the Product(s).
You should take reasonable care of the Product(s) while it is in your possession as you may be liable for any diminished value of the Product(s) resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the Product(s). In the interests of hygiene, you will not have any right to cancel a contract for the supply of any of the following products unless they are faulty (this is for hygiene reasons):
• Innerwear (men and women)
• Underwear (men and women)
• Swimwear (men and women)
Or additionally, products which, by their nature, cannot be returned or are liable to deteriorate or expire rapidly (e.g. food, plants), unless the product is faulty.
Details of this statutory right to cancel, and an explanation of how to exercise it, are provided in the dispatch confirmation email.
DEFECTIVE PRODUCTS
If you are unhappy with any of your purchases and feel it may be defective, please do get in contact with us through our Contact Us form which can be found here (select topic: PRODUCT RECEIVED – my item is faulty).
Please do provide as much information as possible concerning the Product and the order.
If you are a consumer and return a defective Product to us (which must be by post) we will examine the returned Product and will notify you of your refund via e mail within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case within 14 (FOURTEEN) calendar days of the day we confirmed to you via email that you were entitled to a refund for the defective Product. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the product to you and the cost incurred by you in returning the product to us.
You can get in touch with us by visiting our FAQ page by clicking here.
Please click on the question that matches your query to view our contact form. Once submitted, we will aim to respond to you within one working day. Our customer service team is available on Monday to Friday (9am-4.30pm), Saturday-Sunday (10am-5pm), and can be contacted during these times here.
Please note, all of our e-mails are conducted in English.
Nothing in this returns policy affects your statutory rights. Your rights under our returns policy are in addition to your cancellation rights under applicable laws.
RETURN CONDITIONS
Please retain your invoice. UNIQLO is always happy to accept online returns for all item(s) and will process the refund using the original method of payment as long as the item(s) are returned in a resalable condition (with original packaging, tags and/or labels) within 30 days of receiving a product ordered from our website.
Please be advised, however, that the following item(s) cannot be returned:
1. Innerwear/underwear/swimwear/masks due to hygiene reasons
2. Personalised item(s) (e.g. altered)
An exception can be made for items deemed faulty that cannot be fixed or replaced in accordance with applicable laws.
Faulty Item(s) - Please refer to the Defective Products section below.
*Please note that items purchased online, regardless of payment or delivery method (e.g. Pay In Store, Click & Collect), cannot be returned to our stores, however we’re more than happy to exchange your item(s).
FREE EXCHANGE IN STORE
Only exchanges are allowed in our UNIQLO stores of the country of purchase and we do not accept returns of item(s) purchased online regardless of payment or delivery method (e.g. Pay In Store, Click & Collect). Should you wish to return and receive a refund for your online order, please refer to the Returns section and follow the steps set out here.
For an exchange in-store, you would need to take your item(s) to one of our UNIQLO stores in the country of purchase within 30 days of receiving or collecting the item(s). Please ensure that you bring your original receipt (tax invoice) with you alongside the item(s) as an exchange cannot be processed without it. You will not be charged a fee for exchanging an item in-store.
Please note, once an item has been exchanged we are no longer able to process a refund for the item(s), except in the case of faulty items.
Any orders that have not been placed via credit/debit card, Google or Apple Pay, cannot be returned or exchanged in-store and will have to follow our online returns procedure.
Faulty Item(s) – Please refer to the Defective Products section below.
RETURNING PRODUCTS BY POST
If you would like to return an item purchased online under the voluntary right of return and exchange, please follow these instructions to make a return via your UNIQLO account or Guest account. Visit your order history where you can select the items you wish to return and download the return address label . The return label is not included in your parcel.
Return address label option (Please note that the return label is not a shipping label. You must bear the cost of return shipping with a carrier of your choice):• Complete the returns process accessing your UNIQLO account or Guest account and print the label generated when the process is completed.
• Enclose the Return Note/Packing slip in your package (the sheet with the information about the items you wish to return).
• Securely attach the courier returns address label to the outside of your parcel.
• Ensure the Product(s) are placed in a securely wrapped parcel.
• Take the parcel (with the enclosed returns note) to your nearest courier drop off point. Please retain proof of postage when returning your item(s) and you should keep this proof until you receive your refund. Regrettably, we can only provide a refund for a lost return once we have been provided with proof of postage.
Returning via post:
Should you decide not to use the courier service stated above, please follow the instructions outlined below:
• Complete the returns process accessing your UNIQLO account or Guest account and print the label generated when the process is completed.
• Enclose the Return Note/Packing slip in your package (the sheet with the information about the items you wish to return).
• Ensure the Product(s) are placed in a securely wrapped parcel.
• The returns should be posted to the address below:
UNIQLO / Arvato distribution GmbH,
Schleefstraße 1a,
44287,
Dortmund,
GERMANY
• Take the parcel (with the enclosed returns note) to a Post Office or courier. Ask the Post Office or courier for proof of postage. You should retain this until you receive your refund. Regrettably, we can only provide a refund for a lost return once we have been provided with a proof of postage. *This only applies to customers who use our returns label.
Please remember to register the item(s) you wish to return via your UNIQLO account or Guest account.
It is your responsibility to retain all return documentation and to also ensure that the item(s) posted back to us can be tracked.WHEN DO I GET MY REFUND ONCE I HAVE RETURNED AN ITEM?
Please note we will refund you in 14 (FOURTEEN) calendar days from the date on which we receive the returned Product(s) at our warehouse below:
UNIQLO / Arvato distribution GmbH,
Schleefstraße 1a,
44287,
Dortmund,
GERMANY
Any refunds made by us will be made to the method of payment provided when you placed your order. UNIQLO reserves the right to withhold amounts for Products which are found to be damaged on return. You will be refunded the amount you paid for the returned Product(s).
PROMOTIONS AND COUPONS
The value of your discount coupon will be divided proportionally between the different items in your order. Please note that when an item is returned from an order for which a discount coupon has been used, the value of the discount coupon will be deducted accordingly from the amount refunded. Please also note that any discount coupon used cannot be used again following the return of the product. To see an example of how using a coupon can affect your refund, please click here.
The return of an order for which you have benefited from free delivery (not supplied in the form of a discount coupon) will have no effect on the amount refunded.
CANCELLATION RIGHTS
You have a right to cancel your contract at any time within 14 (FOURTEEN) calendar days; beginning on the day after you received the Product(s) without giving a reason. In this case, you will receive a full refund of the price paid for the Product in accordance with our Returns Policy.
The cancellation period will expire after 14 (FOURTEEN) calendar days from the day on which you or a third party (of your consent) acquires physical possession of the Product(s).
To exercise your rights to cancel a contract, you may use the cancellation form available here, but it is not obligatory. You can also inform us electronically by visiting our Contact Us page and completing the web form (please choose the topic RETURNS – I wish to cancel my contract). If you use this option, we will provide an acknowledgement of receipt of such a cancellation on a durable medium (e.g. by email) without delay.
You can also inform us at UNIQLO EUROPE LTD, 103-113 Regent Street, London, W1B 4HL UK of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or email) within 14 (FOURTEEN) calendar days from when you are in receipt of your order.
To meet the cancellation deadline, it is sufficient for you to send your communication and proof of postage concerning your exercise of the right to cancel before the cancellation period has expired.
EFFECTS OF CANCELLATION
If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We will make a deduction from the reimbursement for loss in value of any product(s) supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and no later than:
• 14 (FOURTEEN) calendar days after the day we receive back from you any Product(s) supplied; or
• (if earlier) 14 (FOURTEEN) calendar days after the day you provide evidence that you have returned the Product(s); or
• If there were no Product(s) supplied, 14 (FOURTEEN) calendar days after the day on which we are informed about your decision to cancel the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur fees as a result of the reimbursement.
We may withhold reimbursement until we have received the Product(s) back or you have supplied evidence of having sent back the Product(s), whichever is the earliest.
You shall send back the Product(s) or hand them over to us at UNIQLO, Arvato distribution GmbH, Schleefstraße 1a, 44287, Dortmund, GERMANY , without undue delay and in any event no later than 14 (FOURTEEN) calendar days from the day on which you communicate your cancellation from this contract to us.
The deadline is met if you send back the Products before the period of 14 (FOURTEEN) calendar days have expired.
It is not possible to return Products to our stores if you wish to cancel your contract.
You will have to bear the direct cost of returning the Product(s).
You should take reasonable care of the Product(s) while it is in your possession as you may be liable for any diminished value of the Product(s) resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the Product(s). In the interests of hygiene, you will not have any right to cancel a contract for the supply of any of the following products unless they are faulty (this is for hygiene reasons):
• Innerwear (men and women)
• Underwear (men and women)
• Swimwear (men and women)
Or additionally, products which, by their nature, cannot be returned or are liable to deteriorate or expire rapidly (e.g. food, plants), unless the product is faulty.
Details of this statutory right to cancel, and an explanation of how to exercise it, are provided in the dispatch confirmation email.
DEFECTIVE PRODUCTS
If you are unhappy with any of your purchases and feel it may be defective, please do get in contact with us through our Contact Us form which can be found here (select topic: PRODUCT RECEIVED – my item is faulty).
Please do provide as much information as possible concerning the Product and the order.
If you are a consumer and return a defective Product to us (which must be by post) we will examine the returned Product and will notify you of your refund via e mail within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case within 14 (FOURTEEN) calendar days of the day we confirmed to you via email that you were entitled to a refund for the defective Product. Products returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the product to you and the cost incurred by you in returning the product to us.
Contact UNIQLO EU
CHAT SUPPORT
CHAT SUPPORT Operating Hours:
Monday-Friday: 10am-9pm
Saturday-Sunday: 11am-6pm
Closed : Christmas Day and Easter Sunday.
Monday-Friday: 10am-9pm
Saturday-Sunday: 11am-6pm
Closed : Christmas Day and Easter Sunday.