Payment, Checkout and Order Troubleshooting

If you experience an error while making a payment or completing your order, please review the information below before trying again.

Key Information: Payment is only captured once an order is shipped. Any temporary charge shown by your bank before shipment is usually an authorisation hold.

Before attempting payment again, please try the following steps:

• Use a different platform (App or website) or a different device.
• Use Google Chrome or switch to Incognito mode.
• Check with your card‑issuing bank.
• Remove all items from your cart and re‑add them before checkout.
• If using the App, uninstall and reinstall it to refresh the system.

If the issue persists after following the steps above, please review the error message shown during checkout.

• Q. I receive a "We could not verify your address" error during checkout. What should I do?

  A. If you receive a "We could not verify your address" error during checkout, please review the address details entered and try again.

  How can I resolve this issue?

  • Your postcode and city are entered correctly.
  • Any required house, building, apartment or flat number has been included.
  • You select your address from the suggested results whenever available.
  • Delivery instructions are not included within the address fields.
  • Unnecessary punctuation, symbols or duplicate information have been removed.

  My address worked before. Why is it being rejected now?
  
  To help improve delivery accuracy and reduce delivery issues, we have recently updated our address verification process. As part of this change, all delivery addresses are checked during checkout, including addresses previously saved to customer accounts.
  
  As a result, an address that was accepted for a previous order may now require additional information or formatting adjustments before a new order can be placed.

  Does this mean my address is incorrect?
  
  Not necessarily.
  
  Your address may still be valid and deliverable, but it may not meet the current verification requirements because information is missing, entered in a non-standard format, or included in the wrong address field.

• Q. I see the message “There has been a system error. Please try again or come back later.”

  A. This may occur if Address Line 1 or Address Line 2 in your profile exceeds 35 characters, or if your phone number exceeds 10 digits.
  
  Please log in to your account, update your address or phone number in Edit Profile, and try again.

• Q. I see the message “Please check the details entered or use another credit card and try again.”

  A. This may occur if the back or refresh button was used during checkout, or if incorrect card details were entered.
  
  Please check your card number and CVV, or try a different credit or debit card. If the checkout page took longer than expected to load, please ensure no order was placed successfully and try again after 15–30 minutes.

• Q. I tried to make a payment but still failed to check out.

  A. Please ensure all items in your cart are still in stock, your internet connection is stable, and that you do not press the back, refresh, or close button during checkout, as this may interrupt the payment process.

• Q. I still can’t check out after trying everything.

  A. Please ensure your billing address matches your shipping address. If the issue continues, contact our Customer Service Team via Chat Support for further assistance.

• Q. My order was cancelled, but I think I have been charged.

  A. When you place an order, an authorisation hold is placed on your card to reserve the order amount. This does not take payment, as payment is only captured once the order is shipped.
  
  If your order is cancelled, UNIQLO sends an authorisation reversal to your bank. The time it takes for the amount to be released depends on your bank or card issuer.
  
  If the amount has not been released within 30 days from the transaction date, please contact your bank or credit card company directly, as we are unable to assist with these queries.