FAQ'S - FREQUENTLY ASKED QUESTIONS

Payment

How do I pay for my order?

We currently only accept online card payments for orders, and can accept various cards for you to pay for your order, including MasterCard, Visa, American Express, Maestro (previously Switch), Visa Electron and Visa Delta. We will only take the payment from your account when we despatch your order. Please ensure that the billing address entered on your order matches the address the payment card is registered to. Please note we do not currently accept payments through PayPal, cheques or over the phone.

What currency can I pay with?

At the moment we only allow payment to be made in British Pounds Sterling (GBP). As a guide, you can check the current exchange rate on our website to see how much you will be paying in your own currency. However, this is only an estimate as your card issuer may have used a different exchange rate or applied extra charges.

Can I have a different billing address to my delivery address?

Yes, the billing and shipping addresses can be different, however please ensure that both addresses are from one of our deliverable countries. To see which countries we deliver to please click here. Unfortunately, due to security reasons we cannot currently accept orders with a card registered to a billing address outside the deliverable countries.

What information do you require?

You will be asked for your credit or debit card number, the expiry and start date (Maestro only) and the CVV number (card security number) when you place your order. This is the last three digits on the signature strip on the back of your card.

What is a CVV number?

A CVV number ("Card Verification Value") is a 3 digit number found the back of VISA®, MasterCard® and Discover® branded credit and debit cards. On American Express® branded credit or debit cards, this is a 4 digit numeric code found on the front / right hand side of the card.


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

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

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 at 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?

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.

Ordering

Can I make changes to my order?

No, unfortunately, as we start to process your order as soon as we receive it, we cannot cancel or change your order. If you change your mind after we accept your order, you may return any goods to us for a full refund. We will refund the price paid for the item back onto the card used, on receipt of the returned goods within 28 days.

What happens if I notice that my personal details are incorrect after I have completed the ordering process?

If you realise your personal details are incorrect once you have completed the ordering process, please get in touch with our Customer Service Team by visiting our Contact us page (please be aware that all of our e-mails are conducted in English). We cannot guarantee that we will be able to rectify the issue; however, we can assure you that we will do all we can to amend your order.

Can I order from www.uniqlo.com and collect from a store?

Yes, we now offer a Click & Collect service from selected UK UNIQLO stores. Please click here to our delivery section for further information.

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

If an item you have ordered is unavailable when we come to pick and despatch it, you will be contacted by our Customer Service Team by e-mail.

How do I know if you have received my order?

When you place an order you will receive an e-mail from us acknowledging your order, which will contain your order number for reference. This information will also be available on your UNIQLO account. Please note that this is only to acknowledge that your order has been received and is not confirmation that your purchase has been successful. When your goods have been picked and despatched to you, your card will be charged and we will send you an order despatch email including details of the parcel tracking information.

What items can I order for delivery outside the UK?

Unfortunately, due to import restrictions on certain products there may be some items which we are unable to ship to your destination. Should this be the case you will be notified at the ‘shopping bag’ page and asked to remove this item so you can continue with the rest of your order. UNIQLO cannot offer any assistance with this process. We apologise for any inconvenience this may cause you.

Multi-buy

How does multi-buy affect my refund if I return one of these items from my order?

If you decide to return one item which is part of a two or more item multi-buy, the amount refunded will be based upon the remaining cost from the total multi-buy. This means that the item kept will be treated as full price and the refund will be the remaining amount from the multi-buy. If the original item is returned and you would like to reorder another size, we cannot offer the same multi-buy price.



Voucher codes

What are UNIQLO voucher codes?

UNIQLO voucher codes are codes which can be applied to your order to receive a discount. Discounts applied can range from free shipping to discounts off your order.

Where can I get voucher code?

UNIQLO voucher codes can be found on our newsletters. Just subscribe to our newsletter and we will email you our offers and discount codes. Voucher codes can also be found in the fashion press. Please refer to the terms and conditions for our voucher codes as they will vary. Voucher codes found on money saving websites such as voucher sites or forums are not endorsed by UNIQLO and are outside of our control, which may result in these being invalid or expired. We therefore cannot authorise discounts under these circumstances.

How do I add a voucher code?

To enter a UNIQLO voucher code, there is a red box to enter this code at the final stage of the order process. The promotional code and discount will appear immediately and be applied to the total amount. If it is not applied at this point, this voucher cannot be redeemed in the order later on or after this order has been processed. Please note, only one voucher code can be used per order.

I forgot to add a voucher code!

Unfortunately, as stated in our terms and conditions, if you did not enter your discount code at the checkout, we cannot apply it to that order or amend your payment once the order has been placed.

I entered my voucher code but it didn't work!

Our system would always recognise valid voucher codes. Therefore, if a discount has not been deducted from your order, then the code was incorrectly applied. As stated in our terms and conditions, voucher codes can only be redeemed during the placement of orders and cannot be applied or amended once the order has been placed. Also, please note, our vouchers are not valid on orders that contain any baby or children's wear.

How do voucher codes affect my rights when returning my order?

If you decide to return goods that have a voucher code applied on the whole order, the amount refunded will be subject to the minimum spend of the voucher. This means that if the items returned bring the remaining total below the minimum spend of the voucher then the discounted amount will be deducted from the refund. Voucher codes and discount thresholds exclude postage and packaging. If the original order was returned and you would like to reorder another size, we cannot reissue a voucher code or deduct the discount from your order.

Delivery - UK

How much do I pay for postage and packing for my order?

This depends on the type of delivery you choose as each delivery method has its separate price (please refer to questions regarding method of deliveries below for further details). There is only one delivery charge per order no matter how many items the order contains.

What methods of delivery do you offer and how much do they cost?

UK standard delivery - £3.95: Deliveries will be made within 3 - 5 working days after you place your order [excluding weekends] e.g. If you order on Wednesday before 4pm UK GMT the earliest your goods will be delivered is Friday.

Unfortunately we cannot deliver on a Bank Holiday, in this instance please expect your delivery on the next working day. Your order can be delivered anytime between 9am and 9pm UK GMT and a signature may be required on receipt. A tracking link will be sent to you once your order has left our warehouse. Please note it may take up to 24 hours from receiving the confirmation e-mail for the tracking link to be made traceable.

UK Next day delivery - £5.95: If you order by 4pm, Monday to Friday, you will receive your goods the next day. Unfortunately we cannot deliver on a bank holiday, in this instance please expect your delivery on the next working day. Your order can be delivered anytime between 9am and 9pm UK GMT and a signature may be required on receipt. A tracking link will be sent to you once your order has left our warehouse, please note it may take up to 24 hours from receiving the confirmation email for the tracking link to be made traceable.

UK Nominated day delivery - £5.95: You can select your day (Tuesday - Saturday), up to 10 days in advance (excluding Sunday and Monday). Unfortunately we cannot deliver on a Bank Holiday, in this instance please expect your delivery on the next working day. Your order can be delivered anytime between 9am and 9pm and a signature may be required on receipt. A tracking link will be sent to you once your order has left the warehouse, which will be a day before your expected day of delivery, please note it may take up to 24 hours for the tracking link to be made traceable.

Do you deliver to my address?

We deliver to most postal areas in the UK, as well as the Isles of Scilly and the Isle of Man. Unfortunately we do not deliver to BFPO addresses or the Channel Islands. In addition to this, we reserve the right not to deliver orders if we believe the address is not secure (e.g. a communal postal address or PO Box). If this affects an order you place, we will notify you as soon as possible. Please note, the following UK postcodes are outside the Next day and Nominated day services:

Out of area UK postcodes and delivery lead times
Postcode area Approximate delivery time window after date of order
AB, DD8-11 Up to 3 working days
KW15-17, ZE1-99 Up to 9 working days
PA20-23, 25-32, 34-35, 37, 39-40, PH50 Up to 3 working days
HS9-99 Up to 7 working days
PA41-49 Up to 6 working days
PA60 Up to 4 working days
PA61-75, 77, 78 Up to 5 working days
PA76 Up to 7 working days
PH41(2), 42, 43, 44 Up to 6 working days
PH19-26, 30-41 Up to 3 working days
KW1-3, 5-14 Up to 3 working days
HS1-8 Up to 5 working days
IV40-53, 54, 55, 56 Up to 5 working days
KA27,28 Up to 3 working days
IV1-20, 25, 30-32, 36 Up to 3 working days
IV21-23, IV26-27 Up to 3 working days
IV40-56 Up to 3 working days
IM1-99 Up to 6 working days
TR21-25 Up to 4 working days
BT1-99 Up to 3 working days

What happens if I am out when you delivery?

If you or the intended recipient is not in when our carrier attempts to deliver they may leave it with a neighbour, or in a safe place (i.e. hidden from sight and protected from the rain) if it is deemed safe to do so. A calling card will be posted through your door to let you know this has been done. If the parcel cannot be left in a safe place or with a neighbour, the carrier will take it back to the local depot, and leave you a card telling you that an attempt was made. Follow the instructions on this card to rearrange delivery.

How can I track my order?

A tracking link is provided with your confirmation email. Your confirmation e-mail will be sent to you once your order has left our warehouse. Please note it may take up to 24 hours from receiving the confirmation email for the tracking link to become active.

Outside UK

How much do I pay for postage and packing for my order?

There is only one delivery charge per order no matter how many items the order contains (please refer to questions regarding method of deliveries below for further details).

What methods of delivery do you offer and how much do they cost?

Europe Standard Delivery: Deliveries will be made within 2 - 8 working days (depending on the country of destination) after you place your order [excluding weekends] e.g. If you order on Wednesday before 4pm UK GMT the earliest your goods will be delivered is the following Monday. Please see the table below for details.

Country Transit time Cost
France 2-3 working days £7.50
Germany 2-3 working days £7.50
Ireland 2-3 working days £7.50
Italy 3-4 working days £7.50
Spain 3-4 working days £7.50
Austria 3-4 working days £8.50
Belgium 2-3 working days £8.50
Denmark 3-4 working days £8.50
Luxembourg 2-3 working days £8.50
Netherlands 2-3 working days £8.50
Portugal 4-5 working days £8.50
Slovenia 4-5 working days £8.50
Sweden 4-5 working days £8.50
Finland 4-5 working days £10.00
Greece 4-8 working days £10.00
Poland 4-5 working days £10.00
Slovakia 3-4 working days £10.00

Please note that we base our delivery timeframes around both the UK and country of delivery calendars, which means that during the UK bank holiday period, you will need to add one additional working day to your estimated delivery time for each UK bank holiday day.

Your order can be delivered anytime between 8am and 6pm and a signature may be required on receipt. A tracking link will be sent to you once your order has left our warehouse. Please note it may take up to 24 hours from receiving the confirmation email for the tracking link to be made traceable.

Your order can be delivered anytime between 8am and 6pm and a signature may be required on receipt. A tracking link will be sent to you once your order has left our warehouse. Please note it may take up to 24 hours from receiving the confirmation email for the tracking link to be made traceable.


European Next day delivery / European Nominated day delivery: Unfortunately, we do not currently offer these delivery options, only standard delivery. We do hope to offer more delivery options in the future.


We endeavour to deliver your products within the timescales set out above - unfortunately, we are unable to guarantee that they will not be affected by unforeseen issues affecting our carrier. Under these circumstances, we do not issue any form of compensation, as this is a non-guaranteed service.

Do you deliver to my address?

We now deliver to a number of countries in Mainland Europe, please see the table above for more information. Unfortunately, we do not deliver to BFPO addresses and the Channel Islands. We are hoping to expand our shipping options further to include more of Mainland Europe in the near future, please keep an eye out on our website for updates. We also reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal postal address or PO Box. If this affects an order you place, we will notify you as soon as possible.

What happens if I am out when you deliver?

If you or the intended recipient is not in when our carrier attempts to deliver, a calling card will be posted through your door to let you know either where your parcel has been left (if there is a safe location) or details of how to pick up your parcel or rearrange delivery. If your parcel is to be picked up, this will then be available at your local post office / depot for 14 days to be collected. After this time if your parcel is not collected, it will be returned back to us for a refund.

Click & collect

This service allows you to buy online and collect purchases from selected UK UNIQLO stores:



Click & Collect - £2.95 or free for orders over £19.90: If you order before 4pm and receive a shipment confirmation email, you can collect this from your selected store from 2pm onwards the next working day. Further information can be found on the table below.

How do I place a Click & Collect order?

To use our Click and Collect service, simply select this option during the checkout at the delivery stage and select your desired store. For further information on how to place an order, please do refer to our ‘HOW TO...’ section.

What happens once my order has been placed?

Once your order has been placed, you will receive an e-mail from us acknowledging your order, which will contain your order number for reference. This information will also be available on your UNIQLO account.

When your goods have been picked and dispatched to your chosen store, you will then receive a shipment confirmation containing a table with the delivery scheduled. Please refer to this for further information on when your order can be collected. Please be advised that this will be the final email you receive prior to collecting your goods.

To collect your goods, please do speak to a member of staff in your chosen store on arrival. Do ensure that the relevant documentation is brought along.

How long do I have to collect my order?

You have 7 calendar days to collect your order after your goods have arrived in the store. Please ensure you take your shipment confirmation email (indicating your order has been dispatched) with you as collection cannot be made without this. Only the shipment confirmation email will be accepted for collection, any identification (e.g. photo I.D.) will not be accepted.

Please note that orders placed before or on a bank holiday, will require an additional working day to the estimated delivery date (any day, other than Sunday or legal holiday, on which legal business can be conducted). On top of this, if you are expected to receive your order on a bank holiday (or day after), please also allow an additional one working day for collection.



Click & collect
Order by 4pm Collect in store after 2pm
Monday Tuesday
Tuesday Wednesday
Wednesday Thursday
Thursday Friday
Friday Monday
Saturday Tuesday
Sunday Tuesday

We endeavour to deliver your products within the timescales set out above - unfortunately, we are unable to guarantee that they will not be affected by unforeseen issues affecting our carrier. Under these circumstances, we do not issue any form of compensation, as this is a non-guaranteed service.

What happens if I am unable to collect my order?

If you are unable to collect your order within 7 days this will be returned back to us and a refund processed which will take up to 10 working days.

Returns - UK

What is your returns policy?

You can, within 28 days of receiving your parcel, return any goods in a saleable condition you are not completely happy with. Please read our Returns policy for full details.

Can I make an exchange?

Unfortunately, we cannot process any exchanges for items sent back to us in the post, therefore the item will need to be returned and a new order placed for the required item..



Currently customers have two options to return a UK online purchase:

By post:
All items purchased online in the UK can be posted back to us. Please allow up to 10 working days for us to receive and process your return. An automatic email will be sent to you confirming your refund once processed. Unfortunately, we cannot process any exchanges for items sent back to us in the post. If you no longer have your returns note (located on the back of the tax invoice) please log into your UNIQLO account and print out details of your order indicating which items have been returned.

To store:
(Online purchases made in the UK only): Customers can return items to their nearest UK store for a refund or exchange. Please note you will need to visit that store directly with your tax invoice and card used to purchase, as items cannot be posted to a store. For full listings of our stores please visit: http://www.uniqlo.com/uk/store/

Click & Collect purchases: Items can be returned either through the post or in store as detailed above within 28 days provided that the items are unworn and in a sellable condition. Please note, any additional items purchased or exchanged in store must be returned back to a physical store and can no longer be returned to the online store.

If I buy an item in store can I return it to you in the post?

Unfortunately, for any UK in store purchases, we are unable to provide refunds or exchanges via mail. Any item bought in a physical store will need to be returned in person to any UK UNIQLO store. We do not accept any returns or exchanges by post. Please click here for a list of our UK stores.

How do I return an item by post?

collectplus

For a limited time only, we are offering free returns on every order when you use the Collect + service.
Collect + is a convenient way to return parcels at over 4,000 local shops and most are open from early until late, 7 days a week. You will receive proof of postage and an online tracking code, so that you can follow your parcel's progress back to us.

  • Go to www.collectplus.co.uk/returns/new/uniqlo and follow the instructions to obtain a returns label and find a collect + store
  • Securely attach the label to your parcel ensuring that the barcode is clearly visible and that any other delivery or returns labels have been covered or removed from the packaging.
  • Drop off your parcel at any local store offering the Collect + service.
  • Keep your receipt to track your parcel at www.collectplus.co.uk/track

Please note we only offer pre-paid postal returns when you use the Collect + service outlined above. Should you decide not to use the Collect + service, please follow the instructions outlined below:

  • Complete the returns form and enclose with your items, matching the item number to the number given below the barcode of the product price tag.
  • Ensure your items are in a securely wrapped parcel, complete and place a returns address label on the parcel.
  • The returns address is: UNIQLO Ecommerce, Lodge Road, Staplehurst, Tonbridge, Kent, TN12 0QW, England.
  • Take the parcel (with enclosed returns form) and the tax invoice to the Post Office. The clerk will stamp the proof of posting on the tax invoice which you should retain until you receive your refund.
  • Please remember to complete the returns form with your returned product(s).

We will, on receipt of the returned items, refund the amount you paid for the goods returned excluding any delivery charges (unless you cancel your contract within 7 working days after the day you receive the items – please see below or because they are faulty or mis-described). You will receive an email confirming the refund has been processed and your card credited. Refunds may take up to 30 days to show on your account depending on your bank.

Distance Selling

Your rights under the returns policy are in addition to the cancellation rights under the Consumer Protection (Distance Selling) Regulations 2000.
If you wish, please get in touch with our Customer service team by visiting our Contact us page. Selecting the option ‘I wish to cancel my contract’ before the end of the statutory cancellation period (14 calendar days from the day after you receive the goods), along with a copy of your returns receipt / Collect + tracking number. You must then return the goods to us along with the returns form as above before the end of the statutory cancellation period.
Nothing under these terms and conditions affects your statutory rights.
For further information on this please see the Terms and conditions and Returns Policy.

How do I return an item to a store?

You can return your purchase to any UK UNIQLO store using the tax invoice enclosed in your parcel as your receipt. The tax invoice/returns note must be presented and they will ask you for the reason for the return and whether you wish to exchange the product or obtain a refund. Find your nearest UNIQLO store by clicking here.
Please see our Returns policy for full details.

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

You will be notified by email that we have received your returned items. We will process the returned items as soon as possible and notify your card issuer of the refund once we have accepted the return. The time taken to receive your returned items and process your refund can take up to 10 working days and an email will be sent to you confirming your refund once completed.

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

In the unlikely event that you have received the incorrect item or a faulty item, you should immediately get in touch with our Customer Service Team by visiting our Contact us page. We will respond by the next working day, Monday to Friday, 9am – 5.30pm UK GMT (excluding UK National / Public holidays). Please be aware that all our e-mails are conducted in English.

Returns – Outside UK

What is your returns policy?

You can, within 30 days of receiving your parcel, return any goods in a saleable condition you are not completely happy with. Please read our Returns policy for full details.

Can I make an exchange?

Unfortunately, we cannot process any exchanges for items sent back to us in the post, therefore the item will need to be returned and a new order placed for the required item.

By post: All items purchased online can be posted back to us. Please allow up to 15 working days for us to receive and process your return. An automatic e-mail will be sent to you confirming your refund once it has been processed.

To store: Currently, online purchases cannot be returned to any physical store for a refund or an exchange.

If I buy an item in store can I return it to you in the post?

Unfortunately, for any in-store purchases, we are unable to provide refunds or exchanges via mail. Therefore, the item would need to be taken back directly to the store along with the receipt within 28 days of purchase.

At this time, we do not cover the cost of international returns; however, you may make your own arrangements and send items back to us within 28 days of receipt to the following address:

UNIQLO e-commerce
Lodge road
Staplehurst
Tonbridge
Kent
TN12 0QW
England

How do I return an item by post?

  • Complete the returns form and enclose with your items, matching the item number to the number given below the barcode of the product price tag.
  • Ensure your items are in a securely wrapped parcel, complete and place a returns address label on the parcel.
  • Take the parcel (with enclosed returns form) and the tax invoice to the Post Office. Please retain your receipt (including any tracking information) until you receive your refund.
  • Please remember to complete the returns form with your returned product(s).

We will, on receipt of the returned items, refund the amount you paid for the goods returned excluding any delivery charges (unless you cancel your contract within 14 calendar days after the day you receive the items – please see below or because they are faulty or mis-described). You will receive an email confirming the refund has been processed and your card credited. Refunds may take up to 30 days to show on your account depending on your bank.

Your rights under the returns policy are in addition to the cancellation rights under the Consumer Protection (Distance Selling) Regulations 2000.

If you wish, please get in touch with our Customer Service Team by visiting our Contact us page. Selecting the option 'I wish to cancel my contract' before the end of the statutory cancellation period (14 calendar days from the day after you receive the goods), along with a copy of your returns receipt. You must then return the goods to us along with the returns form as above before the end of the statutory cancellation period.

Nothing under these terms and conditions affects your statutory rights.
For further information on this please see the terms and conditions and Returns Policy.

I no longer have my returns note, what do I do?

If you no longer have your returns note (located on the back of the tax invoice) please log into your UNIQLO account and print out details of your order indicating which items have been returned.



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

You will be notified by email that we have received your returned items. We will process the returned items as soon as possible and notify your card issuer of the refund once we have accepted the return. The time taken to receive your returned items and process your refund can take up to 15 working days and an email will be sent to you confirming your refund once completed.

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

In the unlikely event that you have received the incorrect item or a faulty item, you should immediately get in touch with our Customer Service Team by visiting our Contact us page. We will respond by the next working day - Monday to Friday, 9am – 5.30pm UK GMT (excluding UK National / Public holidays). Please be aware that all our emails are conducted in English.

How to…

How do I register an account?

Please select the create an account option at the top of any UNIQLO page.

Ensure that all the relevant fields (indicated with an asterisk *) are filled in and continue. Please note, our system is case sensitive, therefore please make a note of the email address registered in case there are any capital letters. Finalise your details and enjoy your UNIQLO experience!

How do I shop online?

You will need to register with us before your order can be processed (please see previous question). This is so that we can make your shopping experience as easy as possible. We can store multiple delivery addresses for you and you can opt into receiving our weekly email newsletters. Simply select an item from anywhere on this site, choose your preferred colour and size – then add to your shopping basket. When you have finished shopping click on the shopping bag at the top of the page and follow the checkout procedure.

All prices shown on the website are inclusive of UK VAT at the current rates. The prices are correct at the time we enter them into the system. The total cost of the order is the price of the products ordered plus the delivery charge.

At the checkout, you can review and amend your order details on the Order summary page.

When you are ready to complete your order, click the Check Out button and you will be taken to the Payment page. 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 e-mail shortly after placing your order.

Please note, all orders placed must have a billing and shipping address in one of our deliverable countries. To see which countries we deliver to please click here. Unfortunately, due to security reasons we cannot currently accept orders with a card registered to a billing address outside these countries.

If you need help placing an order or have any other questions, please get in touch with our Customer service team by visiting our Contact us page. We will respond by the next working day, Monday to Friday, 9am – 5.30pm UK GMT. Please be aware that all of our e-mails are conducted in English.

How do I subscribe to the UNIQLO newsletter?

Visit the home page, click on the 'Sign up to our newsletter' link at the top, and then enter your e-mail address. Our e-mail newsletter will keep you up to date with the latest arrivals, exclusive promotions and limited offers.

I have forgotten my password – what shall I do?

Go to My Account, click the 'Forgotten password' link and you will then be e-mailed details to obtain a new password. Please ensure your e-mail address is entered exactly as when you first registered it (as our system is very case sensitive).

Who do I contact if I am interested in working for UNIQLO?

Please check out all of the details in our careers centre

Where is my nearest store?

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

How can I find out what measurements UNIQLO sizes are?

Simply click the 'size chart' on the right hand side of the product details page.

What exactly is Click & Collect?

Click & Collect is our new service that allows you to purchase online and collect the items in store. This is free for orders above £19.90 and £2.95 for any orders under this amount.

Which UNIQLO stores can I have my Click & Collect orders delivered to?

Your Click & Collect order can be delivered to: 311 Oxford Street, Bluewater, High Street Kensington, Kingston, or Stratford

When can I pick up my order?

If you place your order before 4pm Monday – Thursday (not including bank holidays) your order will reach the store the next working day and available for collection from 2pm. For further details please click here.

How long have I got to collect my stuff?

You have 7 days to collect your order from the day your order is available for collection.

Will I need to take anything with me when I go to collect my order?

The confirmation email is required to collect your parcel. Unfortunately, no other alternative identifications (e.g. photo ID) can be accepted. If you are collecting the parcel and was therefore put down as the recipient, please ensure the person who placed the order forwards on the confirmation email to you, as this is an absolute requirement.

Can somebody collect the order on my behalf?

Yes, you will have an opportunity to enter a recipient name and contact number at the point of purchase on the billing and shipping information page. Please be aware, the details you enter here will be for the only person that can collect the order.

What if I am unable to collect within the designated time?

If you are unable to collect your order within 7 days this will be returned back to us and a refund processed which will take up to 10 working days to show in your account.

What if my purchase is unsuitable?

Should you find your purchases unsuitable for any reason you can simply exchange the order for anything else in store or request for a refund within 28 days of purchase.

If you have returned home with your purchase you can either go back to one of our UK stores along with your tax invoice, or post it back to the online store following the instructions provided on the returns note (located on the back of the tax invoice).

Please note, any additional items purchased in store, or any items that have been exchanged for in store will then fall under the store’s returns policy which states that we will happily exchange or refund any unsuitable items within 28 days of purchase at one of our physical stores. Also, if you have purchased additional items or exchanged for new items in-store, these must be returned to store and can no longer be returned to the online store.

How do I contact UNIQLO?

This page should provide the answers to our frequently asked questions. Please check if your questions are answered here, if they are not then you may wish to get in touch with our Customer Service Team by visiting our Contact us page. We will respond by the next working day, Monday to Friday, 9am – 5.30pm UK GMT. Please be aware that all our emails are conducted in English.

Can I contact UNIQLO by telephone?

As www.uniqlo.com is an online shop, we do not provide a customer services phone facility. We find it to be more efficient to answer your queries via email, as we will have a record of your query we can directly respond to. This FAQ should provide answers to your questions in one of the entries on this page. Please follow the FAQ first and if you still cannot find the answer to your question here get in touch with our Customer Service Team by visiting our Contact us page. We will respond by the next working day, Monday to Friday, 9am – 5.30pm UK GMT. Please be aware that all our e-mails are conducted in English.

I have a suggestion…

We would love to hear from you! Either get in touch with our Customer Service Team by visiting our Contact us page or send a letter to us at the address shown below. Please be aware that all our emails are conducted in English.

I have a question that is not answered here

Please get in touch with our Customer Service Team by visiting our Contact us page, we hope you don't mind, but we will add your question here if it would be useful to other customers! Please be aware that all our emails are conducted in English.

If need to change my address or other details, what do I have to do?

Please log into your account to change your personal details, including your email address.

How do I create a www.uniqlo.com account?

Please visit the registration page and enter your personal details to create an account

How do I unsubscribe from the UNIQLO newsletter?

Please use the link at the bottom of any promotional e-mail from UNIQLO.

Technical Issues

I cannot register an account

Please try to complete the registration form by following the instructions listed below:

  1. Post code: Entering spaces will result in an error. Please enter your post code without spaces.
  2. Phone number: Entering spaces will result in an error. Please enter your phone number without spaces.
  3. Password: 1) Your password must be between 8 to 20 characters in length. 2) Your password must contain a combination of letters and numbers, symbols are excluded. [ex.] u1n2i3q4l5o

If you still encounter errors while completing the registration form, please Contact us providing the exact error message and any further information you can provide.

My order cannot be processed

Please could you try to place the order again – sometimes when the site is experiencing high demand, orders do not get placed. If this still does not work, please make a note of what happens and what messages the site gives you. It may also be necessary to try an alternative browser or computer to ensure it is not a compatibility issue.

If you are still having problems, try deleting the cookies / caches on your computer then login back into your account. You will need to go to the 'Tools' tab on your Internet browser, select 'Internet Options', then choose 'Delete cookies' and hit OK. If the issue persists please get in touch with our Customer service team by visiting our Contact us page and we will investigate further:

• The items you are trying to add to your basket
• The internet browser used
• The stage of the ordering process
• The exact error message

Also, we suggest using Google Chrome or Mozilla Firefox as preferred internet browsers.

My order was cancelled but I think I have been charged

When an order is processed a communication is sent through to the credit card company ring-fencing the funds. This is known as 'deferring the payment'. If you receive an email stating your order was cancelled, what your bank told you was a transaction was actually the deferred order and the money is only released from your account when this becomes a sale. Payment would be released back into your account within 30 days after this time. Please do go back to your bank and confirm these details with them.

An error message says my card details are incorrect

Please ensure that you enter your card details exactly as they appear on the payment card including your name. Please enter the card number without any spaces. The CVV number is the last three digits on the signature strip on the reverse of the card. The issue may be caused by 3DSecure (Verified by Visa or MasterCard secure code) verification which is a system setup by your card issuer to manage online fraud and protect your account. This system is managed by your bank so it may be worth contacting them to check that there are no problems with the 3DSecure system on your account.

Using a Mac?

There are issues surrounding the use of Microsoft packages on Macs, as Apple has stopped supporting Internet Explorer since the introduction of Safari. The website therefore does not support Internet Explorer on a Mac. If this applies to you, upgrades to Safari or Firefox on the Mac will be needed. Please note, our website is not fully supported on the iPad, but is compatible with iPhones.

Other technical problems?

To help us investigate into your problem please include as many of the following information as possible with regards to your system:


• Your Operating system (e.g. Windows XP, Mac OS 9.0)
• Internet Browser & version (Internet Explorer 6, Firefox)
• What time the problem occurred
• Please copy and paste into the e-mail any error message that appeared on the screen.