FAQS

Please note, these FAQs are meant as a guide and helpful tool. They are not contractually binding and do not change or alter our Site’s Terms + Conditions.

Top 5 Questions

PAYMENT

How do I pay for my order?

Uniqlo gladly accepts major credit/debit cards, such as Visa, MasterCard, AmericanExpress, DISCOVER and JCB. We apologize that we are unable to accept PayPal, Bill Me Later, C.O.D. or checks at this time. Your card will be charged once we send your order.

What information do you require?

You will be asked for your credit or debit card number, the expiration date, and the CVV number (last three digits on the signature strip on the back of your card) when you place your order.

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

All credit/debit cardholders are subject to authorization by the credit card company. If the company refuses to or does not for any reason authorize payment then we will not be able to accept your order.

Can I pay for my order with multiple cards?

Not at this moment.

When will I be charged?

Upon placing the order, we will obtain a Credit Card authorization. Once the item ships from the distribution center, we will request payment from the Credit Card. The authorization will drop off in 5-7 business days from the date the order was placed.

ORDERING

Can I make changes to my order?

No. Unfortunately, we start to process your order as soon as we receive it, and therefore cannot cancel or change your order. If you change your mind after placing your order, you may return any items that comply with our Return Policy and are in saleable condition for a refund to the original form of payment within 30 days.

What happens if I notice that my personal details are incorrect after I have placed my order?

If you notice your personal details are incorrect once you have placed your order, please contact our customer service team by visiting our Contact Us page.

Can I order from www.uniqlo.com and pick it up at a UNIQLO store?

Not at this time.

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

If an item you have ordered is unavailable, you will receive an email or phone call from our customer service team.

How do I know if my order was received?

When you place an order you will receive an email from us. The order acknowledgement will contain your order number and order details. Please note that this is only to acknowledge that your order has been received and is not confirmation that your purchase has been made. When your goods have been sent to you, your card will be charged and we will send you a delivery confirmation email, including delivery details and tracking information.

Alternately, you can log into your UNIQLO account and check your Order History in the My Account section.

How long can I keep items in my cart?

Products in your shopping cart will be cleared when your session expires. Unfortunately, if the order is not confirmed within one hour of the item being placed into the cart, we cannot guarantee the item(s) will still be available when the order is placed.

Can I order over the phone?

Our Customer Center is always ready to assist, please call 1-855-486-4756, an agent will be happy to take your order. Please have ready, the items you would like to purchase, billing and shipping address and payment information.

Are the same products offered online also available in the store?

We cannot always guarantee the same products will be available both online and in the stores.

Do you have the same price online and in the store?

We cannot always guarantee the same prices will be available both online and in the stores.

I want to get an item that’s not available.

We apologize, at this time we are unable to accept orders for items that are not currently in stock. Please check back periodically as we continually receive shipments of new items.

PROMO CODES

What are UNIQLO promo codes?

UNIQLO promo codes are codes that can be applied to your order to receive a discount. These range from free shipping to merchandise discounts.

Where can I get a promo code?

UNIQLO promo codes can be found in our newsletters. By subscribing to our newsletter, we will periodically email you our offers and promo codes. Please refer to the terms and conditions for our promo codes, as they will vary. Promo codes found on money saving websites such as promo sites or forums are not endorsed by UNIQLO and are outside of our control. They may be invalid or expired. We therefore cannot authorize discounts under these circumstances.

How do I add a promo code?

When you place an order, you will see a box on the confirmation page where you can enter your promo code. The promo code and discount will appear immediately and be added to your order total. The promo code must be redeemed at this point in the ordering process; it cannot be applied after the order has been processed. Only one promo code can be used per purchase. Promo code cannot be the only form of payment for an order. The cost of the order must exceed the cost of the promo code and a credit card must be provided.

I forgot to add a promo code.

Unfortunately, if you did not enter your promo code at checkout, we cannot apply it to your order once it has been placed.

I entered my promo code but it didn’t work.

Our system will always recognize valid promo codes. Therefore, if the discount has not been deducted from your order, the code was incorrectly entered. Promo codes can only be redeemed during the placement of orders and cannot be applied or amended once the order has been placed.

How do promo codes affect my return?

If you decide to return items that have a discount applied to the whole order, the amount refunded will be subject to the minimum spend of the promo. This means that if the items returned bring the new order total below the minimum spend necessary to use the promo, the discounted amount will be deducted from the refund. 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 promo code or deduct the discount from your order.

RETURNS

What is your return policy?

You can, within 30 days of the order being shipped from the distribution center, return any goods in saleable condition. Please read our Return Policy for full details.

Currently customers have two options for making returns:

  1. By mail: All items purchased on www.uniqlo.com can be sent back to us. To process your refund, please allow 10~14 business days for us after we receive the items.
  2. In store: Customers can return items to their nearest US store. For a full list of our stores please visit: www.uniqlo.com/us/help/stores Unfortunately, for any in-store purchases, we are unable to provide refunds or exchanges via mail. Any item bought in a store will need to be returned directly to any US UNIQLO location.

How do I return an item via mail?

Please complete the Return form and enclose it in an appropriate shipping box with the items you’d like to return. Please put our pre-paid FedEx Smart Post domestic return label, which is included in your original package, and drop it off at any United States Post Office Location, United States Post Office Drop Box, United States Post Office outgoing mail or FedEx Location (DO NOT USE FedEx DROP BOXES)

I lost a return form.

Please print it out here.

I lost my return label.

Please contact our customer service team by visiting our Contact Us page.

Can I exchange an item via mail?

Please contact our Customer Center at 1-855-486-4756 for further assistance.

How do I return an item to a store?

You can return your purchase to any UNIQLO store with your shipping receipt. You will be given the option to exchange the item or receive a refund. Please see our Return Policy for full details.

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

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

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

In the unlikely event that you have received the incorrect or damaged item, you can contact our customer service team by visiting our Contact Us page.

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

If upon receiving the other goods you decide that you do not wish to keep them, you can return all items that comply with our Return Policy and are in saleable condition for a full refund.

SHIPPING

What is your shipping policy?

Please read our Shipping Policy for full details.

How can I track my order?

Please locate your tracking number from the delivery confirmation email or by logging into your account. Go to www.Fedex.com, please place the tracking number in the track a shipment box. We strive to ship your order out within a day, please allow time for the FedEx website to update with current information. This could take a few hours.

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

We understand you are busy and cannot be home to wait for a delivery. The courier will leave your package at your home in a safe place, no signature required. If you live in an apartment complex, please check with the office, they may have accepted the delivery on your behalf.

I haven’t received my order.

Please locate your tracking number from the delivery confirmation email or by logging into your account. Go to www.Fedex.com, please place the tracking number in the track a shipment box . We strive to ship your order out within a day, please allow time for the FedEx website to update with current information. This could take a few hours. If there is a delay, this will be indicated on the courier’s website. Please contact our Customer Center at 1-855-486-4756 for further assistance.

I received multiple boxes, did I get charged multiple delivery fees?

We know you are excited to receive your order. To ensure UNIQLO exceeds your expectations, we will occasionally ship an order separately. Please rest assured, we will only charge one delivery fee per order regardless of the number of boxes received.

Do you offer international shipping?

We are sorry, at this time we cannot offer international shipping.

GIFTS

Can I have my order gift packaged?

Yes, gift package is available. You will have the option to choose gift package when you place your order.

Can I order as a gift?

UNIQLO is very honored you selected us for your gifting needs. Please place the order, under shipping information please select update then enter the recipient’s complete address.

Can I send gifts to multiple addresses?

We are happy to meet your gifting needs. However our system will only allow for one shipping address per order. You will need to place one order per delivery address.

I want to return items that I received as a gift.

We are sorry you need to return your gift. We can either credit the sender’s credit card for the cost of purchase or issue you a one-time use only promo code. The code can be used toward a future Uniqlo purchase.

How can I purchase a Uniqlo gift card?

We apologize, at this time we are not offering Gift Card purchases online.

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 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 realize how important it is to securely store any information that you provide. UNIQLO maintains the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

HOW TO...

How do I create an account?

Go to the SIGN IN / REGISTER page and click ‘sign up’.
Make sure that all required fields (indicated by an asterisk *) are completed.
Finalize 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 ensures that we can make your shopping experience as easy as possible. We can store multiple delivery addresses for you, and you can choose to receive our weekly email newsletters.

Simply select an item from anywhere on the site, choose a color and size -- then add to your shopping cart. When you have finished shopping follow the checkout procedure.

All prices shown 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 gift wrap (if selected), tax, and shipping.

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

When you’re ready to complete your order, click the “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 contact our customer service team by visiting our Contact Us page.

How do I subscribe to the UNIQLO newsletter?

Our email newsletter sign up can be found in the footer of any page on the Site. Click on the footer to open it and then enter your email address in the form field under Sign Up. Our newsletter will keep you up-to-date with the latest arrivals, exclusive promotions, and limited offers.

I forgot my password – what should I do?

Go to My Account and click the ‘Forgotten Password’ link. You will receive an email explaining how to set a new password. Please ensure your email address is entered exactly as when you first registered it (as our system is very case sensitive). For your protection, the link expires three hours after the email was sent.

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

Please check out all the details on our Career Site.

Where is my nearest store?

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

How can I figure out my size?

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. If you can’t find what you’re looking for, you can get in touch with our customer service team by visiting our Contact Us page.

I have a suggestion...

We would love to hear from you! Get in touch with our customer service team by visiting our Contact Us page.

Can I post a review?

Yes, you can post a review for any item. Make sure you are logged-in to your account and click on Write a Review next to the desired product. Your review will not appear right away as it will take a little while to be processed.

I have a question that is not answered here.

This page should provide the answers to our frequently asked questions. If you can’t find what you’re looking for, you can get in touch with our customer service team by visiting our Contact Us page.

I need to change my address or other details. What should I do?

Please log in to your account to change your personal details. Unfortunately, we cannot change the registered email address.

How do I unsubscribe from the UNIQLO newsletter?

Please use the link at the bottom of any promotional email from UNIQLO.

TECHNICAL ISSUES

I cannot process my order.

Try to place your 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 / caches on your computer and then log back into your account. To do this you will need to go to the “Tools” tab in your Internet browser, select “Internet Options”, then choose “Delete Cookies” and hit OK. If further problems persist please get in touch with our customer service team by visiting our Contact Us page.

An error message says my card details are incorrect.

Please make sure that you entered your details exactly as they appear on the card. The card number should be entered without any spaces. The CVV number is the last three digits on the signature strip on the reverse of the card.

Other technical problems?

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

  • Your Operating System (e.g. Windows 7, Mac OSX 10.1)
  • Internet Browser & version (Internet Explorer 9, Safari 5)
  • What time the problem occurred.
  • Please cut and paste any error messages that appeared on your screen into the email.