FAQS

Please note that these FAQs are meant as a guide. They are not contractually binding and do not change or alter our Site’s Terms & Conditions.

COMMON TOPICS

Extended Christmas Returns

To make the festive season easier we have extended our 30 day returns period. In-store and online purchases made from the 27th of November – 31st of December 2017 can be returned up until 31 January 2018. You are still required to meet all other rules of return under our change of mind policy.

Fraudulent UNIQLO websites regarding company's franchise business

UNIQLO has been informed of websites that allege to be official UNIQLO websites for individuals or companies interested in investing in UNIQLO's store franchise business. UNIQLO does not offer third party franchises at this time. Therefore, if you come across any website that claims to be an official UNIQLO website for interested investors, please refrain from interacting with it. Thank you.

PAYMENT

HOW DO I PAY FOR MY ORDER?

UNIQLO gladly accepts Paypal and major credit/debit cards, such as Visa, MasterCard and American Express. A preauthorization amount will be pending once the order has been placed and your card will be charged once we send your order from our warehouse.

WHY HAVE I BEEN CHARGED TWICE?

UNIQLO gladly accepts Paypal and major credit/debit cards, such as Visa, MasterCard and American Express. A preauthorization amount will be pending once the order has been placed and your card will be charged once we send your order from our warehouse.

WHAT INFORMATION DO YOU REQUIRE?

You will be asked for your credit or debit card number, the expiration date, and the CVV number (last three digits on the signature strip on the back of your card) when you place your order.

WHAT SECURITY CHECKS ARE IN PLACE TO MAKE SURE MY PURCHASE IS VALID?

All credit/debit cardholders are subject to authorisation by the credit card company and CyberSource. If the company refuses to or does not for any reason authorise payment then we will not be able to accept your order.

CAN I PAY FOR MY ORDER OVER THE PHONE?

Not at this moment. To ensure the security of your personal information we do not provide for this method of payment.

CAN I PAY FOR MY ORDER WITH MULTIPLE CARDS?

Not at this moment.

WHAT IS A COUPON CODE AND DO I NEED ONE?

From time to time we share coupon codes with our customers for specific promotions. If you do not have one please leave this field.

ORDERING

WHEN WILL I BE CHARGED?

Upon placing the order, we will obtain a Credit Card authorisation. Once the item ships from the distribution center, we will request payment from the Credit Card. The authorisation will drop off in 5-7 business days from the date the order was placed.

CAN I MAKE CHANGES TO MY ORDER?

No. Unfortunately, we start to process your order as soon as we receive it, therefore we are unable to cancel or change your order including changing the colour and/or size of an item. If you change your mind after placing your order, you may return any items that comply with our Return Policy within 30 days of receipt of your order, and are in saleable condition. Refund will be made to your original form of payment.

WHAT HAPPENS IF I NOTICE THAT MY PERSONAL DETAILS ARE INCORRECT AFTER I HAVE PLACED MY ORDER?

If you notice your personal details are incorrect once you have placed your order, please contact our customer service team by visiting our Contact Us page.

CAN I ORDER FROM WWW.UNIQLO.COM/AU AND PICK IT UP AT A UNIQLO STORE?

Not at this time.

WHAT HAPPENS IF AN ITEM IN MY ORDER IS NOT AVAILABLE?

If an item you have ordered is unavailable, you will receive an email or phone call from our customer service team to notify you. You will be refunded for the item that is unavailable and the rest of your order will be fulfilled.

HOW DO I KNOW IF MY ORDER WAS RECEIVED?

Upon finalizing your order our website will automatically redirect you to an order confirmation page which will display your order number and order details.
When you place an order you should also receive an email from us. The order acknowledgement will contain your order number and order details. Please note that this is only to acknowledge that your order has been received and is not a confirmation that your purchase has been made. When your goods have been sent to you, your card will be charged and we will send you a delivery confirmation email, including delivery details and tracking information. Alternately, you can log into your UNIQLO account and check your Order History in the My Account section.

HOW LONG CAN I KEEP ITEMS IN MY CART?

Products are kept in your shopping cart for as long as the product is available. If the product is not available, the site will alert you at the cart page that the product is out of stock. Your order and products, and the price of those products, is only confirmed after payment is made.

CAN I ORDER OVER THE PHONE?

We apologise at this time we are unable to take orders over the phone.

ARE THE SAME PRODUCTS OFFERED ONLINE ALSO AVAILABLE IN THE STORE?

We are unable to guarantee the same products will be available both online and in the stores.

DO YOU HAVE THE SAME PRICE ONLINE AND IN THE STORE?

We are unable to always guarantee the same prices will be available both online and in the stores.

I WANT TO GET AN ITEM THAT’S NOT AVAILABLE.

We apologise at this time we are unable to accept orders for items that are not currently in stock. Please check back periodically as we continually receive shipments of new items.

WHAT SHOULD I DO IF I HAVE RECEIVED THE WRONG ITEM?

In the event that you have received the incorrect item, you can contact our customer service team by visiting our Contact Us page.

WHAT SHOULD I DO IF MY ITEM IS DAMAGED?

In the event that you have received the incorrect or damaged item, you can contact our customer service team by visiting our Contact Us page.

WHY DOES MY UNIQLO ACCOUNT SHOW THAT MY ORDER IS CANCELLED?

Don’t worry it is unlikely that your order has been cancelled. On your UNIQLO account we have a glossary of definitions for the status of your order. If you look under the glossary you should your order number and its current status.

COUPON CODES

WHAT ARE UNIQLO COUPON CODES AND WHERE CAN I GET ONE?

From time to time we share coupon codes with our customers for specific promotions.
To stay up to date with these promotions please ensure to subscribe to our mailing list

HOW DO I ADD A COUPON CODE?

When you place an order, you will see a box in step 3 of the checkout page.
After you click "Apply Discount", the Coupon code will be applied and discount will appear immediately along with your order total. We are unable to apply the Coupon code after the order has been processed. Only one Coupon code can be used per purchase. Please refer to the terms and conditions of the voucher.

I FORGOT TO ADD A COUPON CODE.

Unfortunately, if you did not enter your Coupon code at checkout, we are unable to apply it to your order once it has been placed.

HOW DO COUPON CODES AFFECT MY RETURN?

If you decide to return items that have a discount applied to the order we will refund the actual price paid for the item as the discount is applied on a pro rata basis to each item on the order. Please refer to you tax invoice for the amount paid after the discount was originally applied.

RETURNS

WHAT IS YOUR CHANGE OF MIND POLICY?

Our Change of Mind Policy is as follow:
If you change your mind about your purchase of products (except opened packaged items, underwear, swimwear and altered apparel) purchased in UNIQLO stores in Australia, we will refund or exchange those products within 30 days, provided they have not been worn or washed and are accompanied by the original receipt, packaging and tags.

WHAT IS THE PROCESS FOR OBTAINING A REFUND FOR MY ONLINE ORDER?

Extended Christmas Returns - To make the festive season easier we have extended our 30 day returns period. In-store and online purchases made from the 27th of November – 31st of December 2017 can be returned up until 31 January 2018. You are still required to meet all other rules of return under our change of mind policy.

Free In-Store Returns - Refund and exchanges for your online order in accordance with the UNIQLO Change of Mind Policy can be done in your local UNIQLO store. Please ensure you have the tax invoice present when in store as your proof of purchase to obtain a full refund or exchange.

Postal Returns - If you're not close to a UNIQLO store you can also return an online order under our Change of Mind Policy for a refund using Parcel Point's Easy Returns. Simply follow these steps to return your item for a refund: Please note a AU$7.00 return handling fee will be deducted from the refund amount when you use this option.

  • Go to www.parcelpoint.com.au/uniqlo/return and follow the online process to book your return. You can choose to return your parcel at any ParcelPoint store (choose from hundreds of locations).
  • Print the resulting Parcel Point Shipping Label.
  • Fill in the Return Form and include it in your parcel.
  • Securely pack your return in new or original packaging (making sure any old labels are removed or covered).
  • Attach the Parcel Point Shipping Label onto the parcel.
  • Drop off your parcel at your selected and booked ParcelPoint location. And you're done!

Transit Time

Transit back to our warehouse can take 5 – 10 business days and upon arrival we will have your refund processed within 2 business days. Please allow an additional 3-5 business days for the funds to be processed back into your account by your bank.

Postal Charges

  • AU$7.00 return handling fee will be deducted from the refund amount when we process your refund. Please note that shipping and handling charges are not refundable under this policy and, upon receipt of returned goods.
  • Return Terms & Conditions
  • UNIQLO.com/au reserves the right to deny a refund under this policy if the merchandise does not meet the change of mind return policy requirements. Our Change of Mind Policy is in addition to, and does not affect, the statutory rights you may have under the Australian Consumer Law or other laws to return or exchange goods that are faulty, have been wrongly described, are different from samples shown to you, or do not do what they are supposed to. If you have any questions, please call customer service at 1-800-864-756 (1-800-UNIQLO), or Contact Us

CAN I REQUEST AN EXCHANGE FOR MY ONLINE ORDER?

At this stage we are not able to facilitate exchanges through our distribution centre, however, you may visit your nearest UNIQLO store to arrange an exchange for your online order. If you are not able to visit a UNIQLO store please follow the return procedure above and place a new order for the alternate item.

I LOST MY RETURN LABEL.

Please log into your ParcelPoint account to reprint your Return Label. - https://parcelpoint.com.au/login

WHAT IS THE PROCESS FOR REFUND/EXCHANGE FOR INSTORE PURCHASES?

  • Refund and exchanges for your instore purchase in accordance with the UNIQLO Change of Mind Policy can be done in your local UNIQLO store.
  • Unfortunately we are not currently able to accept products purchased instore via mail for an exchange or refund.
  • In addition, you can always choose between a refund or exchange where goods are faulty, have been wrongly described, are different from samples shown to you, or do not do what they are supposed to.
  • Refunds will be credited to your original method of payment.
  • Please always retain your receipt for proof of purchase.

The above policy does not apply to online purchases. Please refer to our PROCESS FOR OBTAINING A REFUND FOR MY ONLINE ORDER for more details.

SHIPPING

GIFTS

CAN I HAVE MY ORDER GIFT PACKAGED?

We're sorry, gifting is not available at the moment. Stay tuned for more details!

CAN I ORDER AS A GIFT?

We're sorry, gifting is not available at the moment. Stay tuned for more details!

YOUR PROTECTION

HOW DO YOU KEEP MY PERSONAL INFORMATION SECURE?

We take your privacy and security very seriously. We work hard to make sure that we only use your information in the ways that you want us to. When you shop our website we protect your payment details so that all your information is encrypted before it is sent over the internet. Please read our Privacy Policy for further details.

HOW SAFE IS SHOPPING ON WWW.UNIQLO.COM/AU?

We realise how important it is to securely store any information that you provide. UNIQLO maintains the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

HOW TO...

HOW DO I CREATE AN ACCOUNT?

It’s easy to sign up with us. Go to the Registration Page, and fill up all the required fields. Required fields are indicated by an asterisk(*). Finalise your details and enjoy your UNIQLO experience!
You also can shop and checkout as a guest.

HOW DO I SUBSCRIBE TO THE UNIQLO NEWSLETTER?

Our email newsletter sign up can be found in the header of any page on the Site. Click on E-Newsletter to open it and then enter your email address in the form field. Our newsletter will keep you up-to-date with the latest arrivals, exclusive promotions, and limited offers.

I FORGOT MY PASSWORD – WHAT SHOULD I DO?

Go to My Account and click the ‘Forgotten Password’ link. You will receive an email explaining how to set a new password. Please ensure your email address is entered exactly as when you first registered it (as our system is very case sensitive). For your protection, the link expires three hours after the email was sent.

WHO DO I CONTACT IF I AM INTERESTED IN WORKING FOR UNIQLO?

Please check out all the details on our Careers page. Please note that stores are unable to accept resumes in person.

WHERE IS MY NEAREST STORE?

See all our store locations and find the one nearest to you!

HOW CAN I FIGURE OUT MY SIZE?

Simply click “size chart” on the product details page.

I HAVE A SUGGESTION...

We would love to hear from you! Get in touch with our customer service team by visiting our Contact Us page.

CAN I POST A REVIEW?

Yes, you can post a review for any item. Make sure you are logged-in to your account and click on Write a Review next to the desired product. Your review will not appear right away as it will take a little while to be processed.

I HAVE A QUESTION THAT IS NOT ANSWERED HERE.

This page should provide the answers to our frequently asked questions. If you can’t find what you’re looking for, you can get in touch with our customer service team by visiting our Contact Us page.

HOW DO I UNSUBSCRIBE FROM THE UNIQLO NEWSLETTER?

We're sorry to see you go, but if you must, please use the link at the bottom of any promotional email from us to unsubscribe.

TROUBLE SHOOTING

I AM UNABLE TO PROCESS MY ORDER.

Try to place your order again – some times when the site is experiencing high traffic, orders do not get placed. If it still does not work, please make a note of what happens and what messages the site gives you.
Some times, it may be a credit card or compatibility issue. Please try an alternative browser and/or credit card to ensure it is not a compatibility problem. If you are still having problems, try deleting the cookies / caches on your computer and then log back into your account. To do this you will need to go to the “Tools” tab in your Internet browser, select “Internet Options”, then choose “Delete Cookies” and hit OK.
If further problems persist please get in touch with our customer service team by visiting our Contact Us page.

OTHER TECHNICAL PROBLEMS?

  • Have you tried switching browsers? Google Chrome is optimised for our website and may assist with successfully placing the order.
  • We suggest trying an alternative device such as a mobile, I-pad or a different computer.
  • Please ensure that you enter your card details exactly as they appear on the card including your name and enter the card number without any spaces.
  • Are you placing the order on a work computer? Some work places have strict security and firewall systems which will prevent our website from taking payment.
  • We suggest deleting your browsing history and cookies.
  • Have you tried contacting your bank?
  • Exiting the website and re-adding the items to your cart so the order can start over again.

Should you continue to experience technical difficulties, please contact our customer service team by visiting our Contact Us page.