How do I pay for my order?

We offer various ways for you to pay for your order, including MasterCard, Visa, Maestro (previously Switch), Visa Electron and Visa Delta. We will only take the payment from your account when we dispatch your order.

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 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 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.

Can I make changes to my order?

Because 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 payment card the price paid for the item 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 email our customer service team at helpme@uniqlo.co.uk, ensuring you include your order number. We can not 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 UNIQLO.co.uk and collect from a store?

Not at this time

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 email.

How do I know if you have received my order?

When you place an order you will receive an email from us acknowledging your order. The order acknowledgement will contain your order number and details of the goods ordered. Please note that this is only to acknowledge that your order has been received and is not confirmation that your purchase has been made. 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 product despatched.

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. They may therefore be invalid or expired. We therefore cannot authorise discounts under these circumstances

How do I add a voucher code?

To enter UNIQLO voucher codes, there is a box to enter this code at the final process on the confirmation page. The promotional code and discount will appear immediately and be added to the total amount. If it is not applied at this point, this voucher can not be redeemed in the order later on or after this order has been processed.

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.

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

If you decide to return goods that have a discount applied on the whole order, the amount refunded will be a division of the discount by the number of products ordered. This means that the discount will be applied on a line-by-line basis. Discounts 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.

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

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

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

UK Standard Delivery: Deliveries will be made within 3 - 5 working days after you place your order [excluding Weekends] e.g. If you order on Wednesday the earliest your goods will be delivered is the following Monday. Unfortunately we cannot deliver on a bank holiday, in this instance please expect your delivery on the next working day. The cost of UK Standard Delivery is £3.95. 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.

UK Next Day Delivery: 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. The cost of UK Next Day Delivery is £5.95. 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.

UK Nominated Day Delivery: You can select your day, 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. The cost of UK Nominated Day Delivery is £5.95 this includes orders selected for a Saturday delivery. 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.

We endeavor 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 deliver to most postal areas in the UK, apart from BFPO addresses, the Channel Islands, Isles of Scilly, Isle of Man and the Republic of Ireland.

Do you deliver or send products outside the United Kingdom?

Currently we do not deliver internationally and we're afraid exceptions cannot be made. However, we are hoping to expand our shipping options to include Mainland Europe in the very near future. 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 they may leave it with a neighbour, or in a safe place (i.e. hidden from sight and protected from the rain) if they think it is safe to do so. A calling card will be posted through your door to let you know this has been done. If the parcel can't 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 how you can pick it up. 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 email 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.

What is your returns policy?

You can, within 28 days of receiving goods from us, return any goods you are not completely happy with. Please read our Returns Policy for full details

How do I return an item I ordered online?

• You can, within 28 days of receiving goods from us, return any goods you are not completely happy with. Please read our Returns Policy for full details
• Once you decide to return any products you must not use them and must take good care of them while they remain in your possession. The goods must be returned to us undamaged as soon as reasonably possible, within the 28 day period.
• If you wish to return items via post, follow the instructions outlined below. Please note we do not offer pre-paid postal returns.
  
  • Write your name, address, postcode and order number on the returns form.
  • Complete the returns form and enclose with your Goods.
  • Ensure your Goods 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.
  • Take the parcel (with enclosed returns form) and the despatch note to the Post Office. The clerk will stamp the proof of posting on the despatch note 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 (if appropriate). You will receive an email confirming the refund has been actioned 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, you may notify us by email to helpme@uniqlo.co.uk that you wish to cancel your contract before the end of the statutory cancellation period (7 days from the day after you receive the goods). You must then return the goods to us along with the returns form as above.
  • Nothing under these terms and conditions affects your statutory rights.
• For further information on this please see Terms and Conditions and Returns Policy

Can I return an item to an UNIQLO store?

Yes you can return your purchase to any UNIQLO store using the despatch note enclosed in your parcel as your receipt. The despatch 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. Please see our Returns Policy for full details

When do I get 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 return funds to your card depends on the card issue involved, this process can take up to 10 working days from when we are in receipt of your returned goods.

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 contact Customer Services via email at helpme@uniqlo.co.uk, we will respond within 48 hours, Monday to Friday, 9am – 5.30pm (excluding Public Holidays).

What do I do if you have not sent me one of the items I ordered and I no longer want the other items?

If on receiving the other goods, you decide that you do not wish to keep them then you may return them to us for a full refund. We will refund the price paid for the items, on receipt. Please read our Returns Policy for full details

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 UNIQLO.co.uk?

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 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 follow the checkout procedure.
• You will need to register with us before your order can be processed. This is so that we can make your shopping experience as painless as possible. We can store multiple delivery addresses for you and you can opt in to receive our weekly email newsletters.
• All prices shown on the website are inclusive of 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 checkout, you can review and amend your order details on the Order Summary page.
• When you're 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 email shortly after placing your order.
• If you need help placing an order or have any other questions, please email our Customer Service team on helpme@uniqlo.co.uk between 9am and 5.30pm, Monday to Friday (closed UK Public Holidays).

How do I subscribe to the UNIQLO newsletter?

Visit the home page and enter your e-mail address. Our weekly email 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 then click the 'Forgotten Password' link, you will then be emailed details to obtain a new password

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

Please check out all 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 'size chart' on the product details page

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 contact customer services from 9 – 5.30pm Monday to Friday (excluding UK Public Holidays), by emailing: helpme@uniqlo.co.uk. please note, your email will be responded to within 48 hours at the above time and days.

Can I contact UNIQLO by telephone?

As www.uniqlo.co.uk 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 please email us at helpme@uniqlo.co.uk.

I have a suggestion…

We would love to hear from you! Either drop us an email to helpme@uniqlo.co.uk or jot it down on paper and send to the address shown below.

I have a question that is not answered here

Please email us at helpme@uniqlo.co.uk we hope you don't mind, but we will add your question here if it would be useful to other customers!

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

Please log in to your account to change your personal details. I am afraid that we cannot change the registered email address.

How do I create a UNIQLO.co.uk 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 email from UNIQLO.

I cannot process my order

Please could you try to place the order again – sometimes when the site is experiencing high demand 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. It may also be necessary to try an alternative computer to ensure it is not a compatibility problem.

If you are still having problems, try deleting the cookies on your computer then loggin 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 further problems persist please do not hesitate to contact us at helpme@uniqlo.co.uk.

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 SecureCode) 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 Macs with Microsoft as Apple have stopped supporting 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.

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 cut and paste into the email any error message that appeared on the screen