FAQ'S - FREQUENTLY ASKED QUESTIONS
How do I pay for my order?
You can pay for your order using MasterCard, Visa, American Express, Maestro (previously Switch), Visa Electron and Visa Delta. Please be advised that your card would have to be registered to a billing address in the UK. Please note we do not currently accept payments through PayPal, cheques or over the phone.
What currency can I pay with?
You can only pay with British Pounds Sterling (GBP).
Can I have a different billing address to my delivery address?
Yes, the billing and shipping address can be different, however both must in be the UK. Additonally, you must have a UK issued card.
What information do you require?
To place your order you will need to enter you debit/credit card number, expiry date, start date and CVV number (security number;which can be found 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 and on the front of American Express® branded credit or debit cards. This is also known as the security number.
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.
How do you keep my personal information secure?
How safe is shopping on www.uniqlo.com?
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.
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 at all UNIQLO UK stores. Please click here to our Click & Collect page for further information. We also offer a convenience store delivery service, where your order can be delivered to and collected from up to 5000 locations.
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.
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.
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?
There is a box to enter your UNIQLO voucher code on the confirmation page during the checkout process.
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 will recognise a valid voucher code if it is entered correctly and terms and conditions of the offer are met. Therefore, if a discount has not been deducted from your order, the code was entered outside these parameters. Please ensure that that code is entered exactly as you received it as it is case sensitive. 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. We would kindly advise you to review your order to ensure the terms and condition of the voucher code have been met.
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. Please note that should multiple orders be placed we are unable to combine them. This means you will be charged for delivery on each individual order.
What methods of delivery do you offer and how much do they cost?
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 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 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.
Next day delivery - £5.95: If you place your order by 4pm, Monday to Friday, you will receive your goods the next working day (We cannot guarantee delivery on weekends). Order after 4pm and your order will be processed the next working day, with delivery due the following.
Unfortunately we cannot deliver on a bank holiday, so 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 our warehouse, please note it may take up to 24 hours from receiving the confirmation email for the tracking link to be made traceable.
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.
Click and Collect – Free over £19.90 (£2.95 below £19.90): Place your order before midnight and collect it from any UNIQLO UK Stores from noon the next day (including Saturday and Sunday delivery). Unfortunately we cannot deliver on a Bank Holiday, in this instance please expect your delivery on the next working day. Your Click and Collect order will be held for 7 days in your chosen store. Please bring your delivery confirmation to collect your order. For further information about our Click and Collect services, please visit our Click and Collect page: http://www.uniqlo.com/uk/corp/clickandcollect.html
UK Convenience store delivery – £4.95: You can have your order delivered to any Parcel Shop convenience store. Place your order by 4pm, Monday to Friday, you will receive your goods the next working day (We cannot guarantee delivery on weekends) to your most convenient location. You will have 7 days to collect your order.
|Postcode area outside the Next Day service for convenient store delivery|
Once your order has been dispatched, we will also send you an email confirming your tracking information.
For convenience store delivery a valid UK mobile number must be provided when placing your order to receive notification that it is ready to collect from your chosen convenience store.
You must bring with you proof of identity as listed below:
- Birth Certificate
- Citizen Card
- Customer Statement or Order Confirmation
- Foreign ID Card
- NI Electoral Card
- Tenancy Agreement
- UK Biometric Card
- UK Driving License
- Utility Bill
Please note that if you would like someone else to collect the parcel on your behalf, they will either need proof of your identity or identification with the same surname as yours.
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 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 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 rearrange delivery. If there is no safe place the driver will not deliver your order. They will attempt to redeliver the following day. After 3 unsuccessful delivery attempts, your parcel will be returned to sender. Please note we cannot guarantee a number will be left as not all drivers are contactable by telephone.
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.
Do you deliver to my address?
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.
Click & collectWhat is Click & Collect?
Click & Collect provides you with a more convenient way to collect your UNIQLO online orders. If you place an order online, it will be ready and waiting for you the next working day*, allowing you to collect you order in store at a time and place which is convenient for you. Giving you full peace of mind as to when you will receive your order, without having to worry about not being home and missing the postman.
Our online store offers a much more extensive range of products which are not available in store – such as XXL sizes (in selected products) and the UNIQLO Baby range. Whilst these are not available in store, you can use our Click & Collect service to place orders for these items / product ranges.
All details of the service are listed below. So be sure to read through them for full information on the service.
Our Click and Collect service is now available in ALL UK stores:
- 311 Oxford Street (Temporarily suspended from March 1st until further notice.)
- 170 Oxford Street
- Regent Street
- High Street Kensington
- Westfield Stratford City
- Westfield White City
How much does the Click & Collect service cost?
Click & Collect is £2.95 or free for orders over £19.90: If you order before midnight (Monday to Friday), and receive a shipment confirmation email as well as a SMS, you can collect this from your selected store from noon onwards the next working day (Monday to Saturday). Further information can be found on the table below.
How do I place a Click & Collect order?
To use our Click & 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. You will also receive a SMS notification once your order is ready for collection in your chosen store. However, please note that you will only receive a SMS notification if you have entered your mobile number in the ‘SMS Delivery Notification’ field during check out.
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.
Will I be notified when my order arrives in store?
A SMS notification will be sent to you once your order is ready for collection in your chosen store. However, please note that you will only receive a SMS notification if you have entered your mobile number in the ‘SMS Delivery Notification’ field during check out.
You can also refer to the table including in the shipment confirmation email to know when your order will be ready for collection.
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.
|Click & collect|
|Order by 00:00 (midnight)||Collect in store after 12:00 (noon)|
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.
If you are not able to collect your order yourself, you can ask someone to collect it on your behalf. However please note that they will need a copy of your shipment confirmation email as well as the name of the receiver. These would need to be presented to our store advisor when collecting the order.
What are the store opening times?
On days which stores are holding special events, the trading hours may differ from normal. In these instances, stores will either open later and / or close earlier. Please ensure you are aware of the store trading hours ahead of placing / collecting your Click & Collect order to avoid disappointment: http://www.uniqlo.com/uk/stores/
Orders placed during holiday / bank holiday periods.
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). Please allow additional 2-3 working days from the standard time frames for your Click & Collect order to be delivered in your chosen store.
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.
Additional notices and information.
Click & Collect delivery services for our 311 store will be temporarily suspended from 01/03/2015 until further notice. We are however pleased to inform you that our Click & Collect service is now available in all other UK stores. Please keep an eye on our Click and Collect page for further information and visit our stores page to locate your nearest store.
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, and you will be refunded the amount you paid for the goods. We do not accept returns of underwear, swimwear and pierced jewellery which are not in their original packaging due to hygiene reasons. Please read our Returns policy for full details.
Can I make an exchange?
If you return items to a physical UK store as described below, you may make an exchange. Unfortunately, we cannot process any exchanges for items sent back to us by post, therefore the item will need to be returned and a new order placed for the required item.
What are my return options?
Currently customers have two options to return a UK online purchase:
All items can be posted back to us provided that the items are unworn and in a sellable condition. Please allow up to 15 working days for us to receive and process a refund for your returned item/s. An automatic email will be sent to you confirming your refund once processed. 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. Should your order have been placed using the guest checkout and you do not have an account, please do contact the customer service team who will be happy to assist you further.
Customers can return items to their nearest UK store for a refund or exchange provided that the items are unworn and in a sellable condition. Please note items cannot be posted to a store and you will need to visit that store directly with your tax invoice and card used to purchase. For full listings of our stores please visit: www.uniqlo.com/uk/store/
Click & Collect purchases: Items purchased online and collected in store can be returned either through the post or in store as detailed above within 28 days of your collection 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 in store purchases, we are unable to accept returns or exchanges by post. Any item bought in a physical store will need to be returned, in person to any UK UNIQLO store. Please click here for a list of our UK stores.
How do I return an item by post?
Collect + one
We are offering free returns on every order when you use Collect + service.
Collect + is a convenient way to return parcels at more than 6,000 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
- To find your nearest Collect + store, please visit: www.collectplus.co.uk/orders/new
- 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 Collect + service.
- Keep your receipt to track your parcel at www.collectplus.co.uk/
- Your parcel will be returned back to us and once received your refund will be processed within 14 calendar days.
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 postage on the tax invoice/despatch note or provide you with a receipt for you return You should retain until you receive your refund.
- Please remember to complete the returns form with your returned product(s).
- Your parcel will be returned back to us and once received your refund will be processed within 14 calendar days. Please allow 3-5 additional working days the the money to reach your account.
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?
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 as described below). 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. Please allow an additional 3-5 working days to receive the money in your account.
Your rights under the Returns Policy are in addition to the cancellation rights under the Consumer Protection (Distance Selling) Regulations 2013.
You have a right to cancel a contract at any time within 14 (fourteen) calendar days; beginning on the day after you received the product(s) without giving a reason. In this case, you will receive a full refund of all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us) in accordance with the Returns Policy.
To exercise your rights to cancel a contract, you may use the model cancellation form available here, but it is not obligatory. You can also inform us electronically by visiting our Contact Us page and completing the web form (please choose the topic RETURNS – I wish to cancel my contract). If you use this option, we will provide an acknowledgement of receipt of such a cancellation on a durable medium (e.g. by email) without delay. You must then return the goods to us along with the returns form as above before the end of the 14 days cancellation period.
You can also inform us at UNIQLO EUROPE LTD, 6th Floor, 1 Kingsway, London WC2B 6AN of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or email) within 14 (fourteen) calendar days from when you are in receipt of your order.
What do I do if I have received the wrong item or my item is faulty?
If feel the item may be defective due to a manufacturing fault, please do immediately get in contact with us by visiting our Contact Us page (select topic: PRODUCT RECEIVED – my item is faulty). Please do provide as much information as possible concerning the product and the order.
We will respond by the end of 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.
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?
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.
You will have a choice of proceeding through the checkout as a registered user or as a guest user. As a registered user you are able store multiple delivery addresses and you can opt into receiving our weekly email newsletters.
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 all of our UK stores.
When can I pick up my order?
If you order before midnight (Monday to Friday), and receive a shipment confirmation email as well as a SMS, you can collect this from your selected store from noon onwards the next working day (Monday to Saturday). 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.
I cannot register an account
Please try to complete the registration form by following the instructions listed below:
- Post code: Entering spaces will result in an error. Please enter your post code without spaces.
- Phone number: Entering spaces will result in an error. Please enter your phone number without spaces.
- 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
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 7, Mac OS 10.7)
• Internet Browser & version (Internet Explorer 11, Firefox)
• What time the problem occurred
• Please copy and paste into the e-mail any error message that appeared on the screen.
What is an E-Receipt?
An E-receipt is a digital version of your receipt emailed to you rather than printed in store. You will find the same information and use it as a paper receipt. It will allow you to never lose your receipt and have a copy on hand when needed. Just ask for yours when purchasing your goods.
How do I get my E-Receipt?
This service is currently only offered in our White City branch. Your e-receipt will be sent automatically to the email address you have provided while in store. Please ensure that the email address provided is correct. If you are not offered an e-receipt when purchasing your goods, do not hesitate to ask for one.
Can I get a refund with an E-Receipt?
Yes - Simply show your e-receipt in store (on your device or a printed copy) and we will process your refund as normal. Please note that if your payment has been made with a credit card, the credit receipt will also have to be brought along. Our E-receipt solution is currently only offered in our White City store. As a result, a return with an E-Receipt can only be processed in our White City branch.
I cannot find my E-receipt anymore – What shall I do?
Please contact our Customer Services Team by visiting our Contact us page. We will respond by the next working day, Monday to Friday, 9am – 5.30pm UK GMT.
I have not been offered an E-receipt – Can I still have one?
Unfortunately, once the goods have been purchased, we are unable to provide you with a digital copy. Please ensure that you ask for one when at the till point.
The email address provided was incorrect – Can I amend it?
Unfortunately once the E-receipt has been emailed, the email address cannot be amended. You will however be able to review your email address before confirming it. Please ensure you review it carefully.
Unfortunately UNIQLO UK does not offer any franchise opportunities. If you have seen any advertisements or been in contact with anyone to discuss a franchise opportunity then please contact us urgently as this may be fraudulent activity.
We only offer franchising opportunities in Japan and to be qualified as a franchisee, you must have experience of working as a UNIQLO store manager with outstanding record of performance.