Help
About Uniqulo On-Line Store
Q. What time of day is the On-Line Store available?
A. The On-Line Store is available 24 hours a day.
Q. When will the price update?
A. after 9:00 PM EST
Q. Are the prices displayed in Japanese Yen?
A. All the prices are displayed in Japanese Yen and also approximations that are set by the current exchange rate for U.S. Dollars. The exchange rate will be updated at 10:00 Japan time except on Sundays.
About Orders
Q. Is it possible to change the merchandise after placing an order?
A. No, it is not possible to change the merchandise after placing an order. However, you can re-order online once you cancel the order or apply for a refund request.
Q. How do I confirm whether the order is completed？
A. You cannot confirm your orders through our site. All of the details regarding your purchases will be conveniently sent to your registered E-mail address once the purchase is made. （A confirmation E-mail will reach you within 30 minutes） If you don't receive the E-mail or lost it, please contact Uniqlo On-Line Store Support Center.
Q. How do I cancel an order?
A. If you would like to cancel an order, please contact us via ec-question_u@shop.uniqlo.com.
Please provide us with the information below:
The E-mail address you specified when you made the purchase;
Name;
Phone Number;
Order ID;
Order Details;
Reasons of cancellation;
Q. Can I purchase any other items besides the Heat Tech Product?
A. Sorry, UNIQLO On-Line Store only sells the product(s) that display on the website . We do not provide other services.
Q. How much is the shipping cost?
A. About $9.90 in the US.
About payment
Q. How do I make the payment?
A. We accept PayPal. Please refer PayPal Website for more information.
If you don't have PayPal account, you can pay with a credit card. （https://www.paypal.com/c2/cgi-bin/helpweb?cmd=_help）
About delivery
Q. Summary of delivery procedure.
A. We will send our merchandise by DHL and it usually takes about one week to be delivered. However, delivery may take longer than scheduled depending on the number of orders received at the time and the delivery service area/traffic conditions. Upon handover of the ordered merchandise to the delivery company, we will send a confirmation E-mail to your registered E-mail address with the subject title, "Your order has been shipped".
You can confirm delivery status from the delivery company's website by using the tracking number detailed in the E-mail notifying the shipment of merchandise.
http://www.sagawa-sgx.com/sgx/trackeng.asp
※When accessing the delivery company's website, up-to-date information may not always be available. In such cases, please check the delivery company's website again on the following day or thereafter.
Q. How many days will it take for the merchandise to be delivered after placing the order?
A. Around one week.
Q. Which delivery company will you use?
A. DHL, or other related express companies.
Q. Where will merchandise be shipped from?
A. All the Merchandises will be shipped from Japan.
Q. Where are the unsupported areas?
A. We do NOT deliver to U.S. territories(AMERICAN SAMOA/MICRONESIA/GUAM/MARSHALL ISLANDS/NORTHERN MARIANA ISLANDS/PALAU/PUERTO RICO/VIRGIN ISLANDS), P.O. Boxes, APO or FPO addresses, and certain remote locations.
Q. I haven't received my merchandise even though it took over 1 week.
A. In the unlikely event that you have not received your products please contact Uniqlo On-Line Store Support Center; we endeavor to provide your order status. If you are not home when your goods are delivered, they will normally be kept by the delivery company. If for any reason our delivery company is unable to deliver the goods, the merchandise will be returned to us and you will only be refunded for the cost of the purchase price as we do not reimburse shipping charges.
About return, refund, exchange
Q. How can I return merchandise? How can I get refund?
A.
■ Merchandise Return Procedures
1. If you wish to return merchandise, please firstly contact the Customer Centre at the E-mail address below and provide the required information. Merchandise may not be returned without providing notice.
○Customer Centre Contact: ec-question_u@shop.uniqlo.com
○Information to be provided:
・Name of customer;
・Telephone number provided at the time of order;
・E-mail address provided at the time of order;
・Order number (the 22-digit number stated in the Invoice);
・The name, color, size and quantity of the product(s) you wish to return; and
・Reason for returning the product(s).
2. Please only send the merchandise after the Customer Centre has notified you that your return of merchandise has been approved. Please ensure that the Merchandise Return Policy set out below is followed when returning the merchandise.
Once the merchandise has been dispatched, please contact the Customer Centre (using the e-mail address above) and notify the Customer Centre of the delivery company's name and the order tracking number.
3. We will process the refund following receipt and confirmation of the merchandise. Please take note that this will take approximately 1 week.
4. You will receive an E-mail from PayPal once the refund is completed.
■ Merchandise Return Policy
1. Return of merchandise can be accepted within 2 weeks from the delivery of merchandise.
・ However, we can not accept the return(s) in any of the following cases:
The merchandise is “washed or renovated”, “soiled or damaged by the customer”, or ”tags and packages are removed”
・When returning merchandise, please also return the Invoice which was enclosed with your delivery. We recommend that you take a copy of the Invoice for your records. The payment of refunds may be delayed if these documents are not enclosed.
2. You will be responsible for paying the costs of returning the merchandise.
3. Merchandise that can be returned is limited to Heat Tech products sold on our website [http://www.uniqlo.com/us/]. We cannot accept the return of merchandise purchased at our stores. Please take the merchandise to the store where it was purchased.
4. When returning merchandise, please choose a delivery method that provides a dispatch receipt, which should be retained until the refund has been completed.
5. We recommend that all returns should be sent via a traceable carrier such as USPS, UPS, or FedEx. We are not responsible for packages not received if sent via a non-traceable carrier.
6. Once the returned merchandise has been verified, the refund will be remitted through the PayPal account used for payment at the time of placing your order. An E-mail will be sent from PayPal to notify you of the completion of the refund.
7. Merchandise should be returned to the address below.
Associated Global Systems / ORD
2001 Estes Avenue
Elk Grove Village, IL 60007
8. Merchandise cannot be exchanged. Please return the merchandise and place another order.
Q. Is it possible to exchange merchandise?
A. No. Merchandise cannot be exchanged. Please return the merchandise at first and then place another order.
Order confirmation
Q. I haven't received the order confirmation E-mail.
A. You shall receive the E-mail within 30 minutes. Please make sure your registered email address is correct. In addition, please make sure your email account can receive the E-mails sent by @shop.uniqlo.com.
You may not receive the E-mail if you use free E-Mail account such as Yahoo mail, hotmail, or Gmail. Please contact your network provider.
About product
Q. How can I choose the correct size?
A. The size chart will be displayed on product details page. Please refer to the size chart when you make a purchase.
Q. What size will suit me?
A. We also provide the body dimension chart to make it easier for you when you purchase the product(s) by measuring the height and chest.
