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.

Top 5 Questions




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 accepts payment via Visa and MasterCard credit card, FPX and online banking. All the payment transaction is supported by MOLPay Sdn Bhd. MOLPay Gateway currently is the safest and award-winning online payment gateway that facilitates e-commerce merchants' online store in Malaysia to process online transactions.

What information do you require for credit card?

You will be asked for your credit card number, the expiry date, and the CVV number when you place an order. A CVV number "Card Verification Value" is 3 digit number found on the signature strip on the back of Visa and MasterCard branded credit cards. UNIQLO will not hold any of the credit card details as the information will be encrypted and processed by MOLPay.

What security checks are in place to make sure my purchase is valid?

All credit cardholders are subject to authorisation by the credit card company. 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 with multiple cards?

Not at this moment.




ORDERING

Can I make changes to my order?

Unfortunately, no. We start to process your order as soon as we receive it, therefore you will not be able to cancel or make changes to your order. If you change your mind after placing your order, you may return the item(s) within 30 days that comply with our Return Policy. Refund will be made to your original form of payment.

What happens if an item in my order is not available?

If an item you have ordered becomes unavailable or out of stock, you will be notified via email or phone call from our customer care center. Refund will be made to you accordingly on the paid item value.

How do I know if my order was received?

After you place an order, you will receive an email from us with your order number and order details. This Order Confirmation email will contain the order number and order details. Once your order has been fullfilled, packed and delivered out by our warehouse, you will then receive an Order Shipped email which contains the delivery details and tracking information. If you opt for CollectCo click & collect services, you will receive an additional email from them.

Alternatively, you can log in to 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 becomes unavailable, you will be alerted at the cart page.

Are the same products offered online available in stores?

We are unable to guarantee that the same products will be available both online and in stores. The online store will have a wider range of products and its sizes that physical stores may not carry.

Do you have the same price online and in stores?

We are unable to guarantee that the same prices will be available both online and in stores. You may find that the prices of our products may differ from one country to another as well. The online prices of our products is only valid for online purchase in Malaysia.




COUPON CODES

What are UNIQLO coupon codes?

UNIQLO coupon codes are codes that can be applied to your order to receive an offer. These offers may exempt delivery charges or apply a discounted price for your item(s).

Where can I get coupon codes?

UNIQLO coupon codes may be found in our newsletters. By subscribing to our newsletter, we will periodically email you about exclusive offers that may include promotional discount codes. Please refer to the Terms & Conditions for our coupon codes, as they will vary. Coupon codes found on promo sites or forums are NOT endorsed by UNIQLO and are outside of our control. The codes may be invalid or expired, and we are unable to authorise discounts under these circumstances.

How do I use the coupon codes?

When you place an order, you will see a box on the checkout page where you can enter your coupon code. After you click "Apply Coupon", the coupon code will be applied and the discount will appear immediately along with your order total. The coupon code must be redeemed at the point of the ordering process; coupon codes may not be applied after the order has been placed. Only one coupon code can be used per purchase. Please note that you will not be able to use a coupon code as the only mode of payment for your order. The cost of the order must exceed the cost of the coupon code and a payment option must be provided.

I forgot to add a coupon code.

Unfortunately, coupon codes may not be applied after your order has been placed.

I entered my coupon codes but it did not work.

Our system will always recognise valid coupon codes. If the discount has not been reflected in your order total, it is likely that the code is invalid or incorrectly entered. Coupon codes can only be redeemed during the placement of orders; you will not be able to apply or amend your order once it has been placed.

How do coupon codes affect my return?

If you have decided to return item(s) that have a discount applied to the whole order, the amount refunded will be based on the net amount that you have paid.




RETURNS

What is your return policy for online purchase?

Please read our Return Policy for further details and information.

You can, within 30 days of receiving an item ordered from the UNIQLO online store (www.uniqlo.com/my), return any item(s) that you are not completely happy with.

All item(s) must be returned to us undamaged, unsoiled, unwashed, unaltered, and unworn.

All item(s) must be returned in the original selling condition and include the original product packaging, price tags, and labels.

Due to hygienic reasons, items such as socks, underwear, innerwear, baby apparel, packaged items, and swimwear are not returnable.

If the item(s) have been discounted either by promotion or coupon codes, the amount refunded will be based on the net amount that you have paid. Delivery charges that were paid during the initial order is not eligible for any refund.

UNIQLO Malaysia reserves the right to deny a refund or exchange if the item(s) does not meet the return policy requirements above.

Can I exchange my item(s) puchased online at UNIQLO physical stores?

Yes. Please present your online tax invoice to verify your purchase and submit your return form (included at the bottom of your invoice) to our UNIQLO staff. For returns at physical stores, we only accept exchanges. No refund is allowed. If the price of the exchanged item is lower than the original price, the difference will not be refunded.

What are the other methods to return items purchased online?

You may drop off the item(s) as a parcel with our collection partner - CollectCo, at their 300 over locations in Malaysia. View the locations here.

Alternatively, you may contact our customer care center to arrange for a courier pick-up from GDEX.

Can I exchange an item via mail?

Unfortunately, no. If you have selected a return via CollectCo or GDEX, exchanges are not available. You will be refunded via the original form of payment, and you may place a new order.

When do I receive my refund once I have returned an item?

Your returns will be processed as soon as possible. It may take 10 to 14 business days from when we receive the items for your payment to be refunded. An email will be sent to you once the refund process has been completed.

What should I do if I have received the wrong item or my item is damaged?

In the unlikely event that you have received incorrect or damaged item(s), you may proceed to return the item(s) and contact our customer care center at 1800-80-6758 for further assistance.

I have lost the return form.

Please email our customer care center at wecare@ml.uniqlo.com.my to receive a new return form.




COURIER DELIVERY BY GDEX

What is your delivery policy?

Orders opted for courier delivery will be handled by our appointed courier partner - GDEX, and will require a signature upon delivery. It will take 1-2 working days to process the order, and it will be delivered to you right after. Delivery will take about 2 to 3 working days to Klang Valley area, 3 to 5 working days to Peninsular Malaysia, and 5 to 7 working days to East Malaysia.

How can I track my order?

Please locate your tracking number from the delivery confirmation email or by logging in to your UNIQLO account. You may also visit http://ezyparcels.com/ and enter your tracking number in the tracking widget to see the status of your order delivery. Please allow a few hours after you have received the delivery confirmation email for Ezyparcels to reflect the status of your order.

How do I receive my order if I am not home?

All orders delivered through GDEX will require a signature upon delivery. If you are not at home to receive your items, a notification card will be dropped in your mailbox or at your door with further instructions on how to retrieve your parcel.

I have not received my order.

In the circumstance that you have not seen a status update for your delivery after a week since receiving the delivery confirmation email, please contact our customer care center at 1800-80-6758 for further assistance.

Do you offer international delivery?

We only deliver to Malaysia for the time being. If you are staying in other countries, please check out the rest of our UNIQLO sites at the bottom of our website.

What if I entered the wrong address or name in my order?

If you notice your personal details are incorrect once you have placed your order, please contact our customer care center at 1800-80-6758 for further assistance.



CLICK & COLLECT BY COLLECTCO

How do I select Click & Collect as my delivery option?

You can select this option at the checkout page once you completed your shopping and select your preferred location. For more info visit http://www.uniqlo.com/my/clickandcollect/

What happens once I placed an order with Click & Collect option?

You will first receive an order confirmation email from us and also from our Click & Collect partner (CollectCo). Once the parcel arrived your selected location, you will receive an another notification email and SMS from CollectCo. You may then proceed to collect your parcel

How much do I have to pay for using Click & Collect service?

Free of charge if pick up at our selected UNIQLO store. RM6 for collection at 3rd party collection center by CollectCo.

Where are the Click & Collect locations?

Currently available at UNIQLO Fahrenheit88 (Kuala Lumpur) and UNIQLO Bintang Megamall (Miri, Sarawak). Alternatively, you can choose for any of the 300 CollectCo pick up points in Malaysia. View the locations here

How long does it take for parcel to arrive by using Click & Collect?

It will takes 3 working days for Peninsular Malaysia and 4 to 6 days to Sabah & Sarawak.

How long will you store my parcel?

You have 7 days to collect your parcel after it arrived at the pick up location. Our Click & Collect partner (CollectCo) will send SMS/E-mail reminder in case you've forgotten.

Can I ask someone to collect on my behalf?

Of course, and do remember to bring along the confirmation email/SMS and mentioned the name of the receiver (buyer). These would need to be presented to store staff when collecting the parcel.




YOUR PROTECTION

How do you keep my personal information secure?

We take your privacy and security very seriously. Please read our Privacy Policy for further details.

How safe is shopping on www.uniqlo.com/my?

We realise the importance of securely storing any information that you provide. UNIQLO maintains its position on never taking privacy and security matters lightly. Our site uses high-level SSL encryption technology and the most advanced security software currently available for online transactions. You can rest assured that your information is safe with us.




HOW TO...

How do I shop online?

Simply select an item from anywhere on the site, choose your preferred colour and size, then add the item to your shopping cart. When you are done shopping, go to your Shopping Bag on the top right side of the page to review your order.

All prices shown on the site are final. The total cost of the order shown at the checkout page is the price of the products ordered including GST, and delivery fees (if any).

During checkout, you can review and change your order details on the Order Summary page.

When you’re ready to complete your order, click on the “Place Order Now” button and we will process your order immediately. Make sure you review this page carefully, as you won’t be able to make changes to your order once payment has been processed. You’ll also be sent a confirmation email shortly after placing your order.

I forgot my password - what should I do?

Go to the LOGIN page and click on the ‘Forgotten Password’ link. Enter the email address associated with your account, then click "CONTINUE". An email with a link where you can create your new password will be sent to you. 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 is sent.

Where is the nearest UNIQLO store?

See all of our Store Locations and find the one nearest to you!

How can I figure out my size?

Simply click on the size charts at the product details page.

I have a question that is not answered here.

This page provides the answers to our frequently asked questions. If you cannot find what you are looking for, you can get in touch with our customer care center by visiting our Contact Us page.




TECHNICAL ISSUES

My order was not processed.

Try to place your order again – sometimes 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.

At times, it may be a credit card or compatibility issue. Please try a different browser and/or credit card to ensure it is not a compatibility problem. If you are still facing 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 care center by visiting our Contact Us page.