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 and refer it immediately to the UNIQLO CO., LTD. Customer Center Department at email cs-question@ml.store.uniqlo.com. Thank you.



PAYMENT

How do I pay for my order?

UNIQLO accepts Visa and MasterCard credit card. You can also pay by using FPX, online banking and cash over the counter at 7-11. All the payment transaction is supported by MOLPay payment gateway, a secure payment channel.

What information do you require for credit card?

You will be asked for your credit card number, the expiration date, and the CVV number when you place your 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.

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?

No. Unfortunately, we start to process your order as soon as we receive it, therefore we are unable to cancel or change your order. 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 an item in my order is not available?

If an item you have ordered is unavailable or out-of-stock, you will receive an email or phone call from our customer care center. We will refund to you accordingly on the paid item value.

How do I know if my order was received?

When you place an order you will 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 is only confirmed after payment is made.

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. Online store will have more variety of products and sizes which physical stores do not carry.

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. Also, you may find that the prices of our products may differ from one country to another. 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 a discount. These range from free delivery to merchandise discounts.

Where can I get a coupon codes?

UNIQLO coupon codes can be found in our newsletters. By subscribing to our newsletter, we will periodically email you our offers and coupon 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. They may be invalid or expired. We are unable to authorise discounts under these circumstances.

How do I use the coupon code?

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 discount will appear immediately along with your order total. The coupon code must be redeemed at the point of ordering process; we are unable to apply the coupon code after the order has been processed. 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 credit card must be provided.

I forgot to add a coupon code

Unfortunately, if you did not enter your coupon codes at checkout, we are unable to apply it to your order once it 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 was incorrectly entered. Coupon codes can only be redeemed during the placement of orders and we are unable to apply or amend once the order has been placed.

How do coupon codes affect my return?

If you decide to return items that have a discount applied to the whole order, the amount refunded will be based on net amount that you have paid.



RETURNS

What is your return policy for online purchase?

Please read our Return policy for further information

You can, within 30 days of receiving an item ordered from UNIQLO online store (www.uniqlo.com/my), return any item(s) that you are not completely happy with. Once you decide to return any item you must not use it and must take good care of it while it remains in your possession. The item(s) must be returned to us undamaged, unsoiled, unwashed, unaltered or not worn. All item(s) must be returned in the original selling condition and include the original product packaging, price tags, and labels. Due to hygienic reason, socks, underwear, innerwear, baby apparel, packaged item, and swimwear are not returnable. If the item have been discounted either by promotion, markdown or coupon codes, the amount refunded will be based on net amount that you have paid. Delivery charges that 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 online purchase item at the UNIQLO physical store?

Yes, you can. 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 return at physical store, we can only accept for exchange. 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 the online purchase items?

You may drop off the item 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 courier (GDEX) to pick the items from you.

Can I exchange an item via mail?

No. If you have selected the return method via CollectCo or GDEX, exchanges are not available. You will refund you via the original form of payment, and then you can place a new order again.

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

We will process the return as soon as possible, but it can take 10 to 14 business days from when we receive the items for your payment to be refunded. We will send you an email once we have completed the refund process.

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

In the unlikely event that you have received the incorrect or damaged item, you can proceed for returning the items and please contact our customer care center at 1800-80-6758 for further assistance.

I have lost the return form.

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



COURIER DELIVERY BY GDEX

What is your delivery policy?

Orders which opt for courier delivery will handled by our appointed partner (GDEX) and will require a signature upon delivery. They will take 1-2 working days to process the order and deliver it to you right after. Delivery times will take 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 into your UNIQLO account. Alternatively, you can also go to 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 receive the delivery confirmation email for the ezyparcels.com to reflect the status of the order.

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

All orders are delivered through GDEX and 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 for further instruction on how to retrieve your parcel.

I have not received my order.

In the circumstance that you have not seen a status update of 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 are 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.

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 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 shop online?

Simply select an item from anywhere on the site, choose a color and size, then add the items you want to your shopping cart. When you have finished shopping, go to your Shopping Bag on the top right side of the page to review your order.

All prices shown are correct at the time we enter them into the system. 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).

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

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

I forgot my password and what should I do?

Go to LOGIN page and click the ‘Forgotten Password’ link. Enter the email address associated with your account, then click "CONTINUE". We will send you an email with a link where you can create your 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.

Where is the nearest UNIQLO store?

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

How can I figure out my size?

Simply click on size chart at the product details page.

I have a question that is not answered here.

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



TECHNICAL ISSUES

I am unable to process my order.

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.
Sometimes, 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 care center by visiting our Contact Us page.