RETURNS POLICY

Returns Policy
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You can get in touch with us by visiting our Contact us page by clicking here, you will need to locate and click on the question that match your query before being able to see our contact form. We will respond within the next working day – Monday to Sunday: 09:00 – 18:00. Please be aware that all our e-mails are conducted in English.


Returns

Please retain your invoice. UNIQLO is always happy to accept online returns for all item(s) by the original method of payment as long as the item(s) are returned in a resalable condition (with original packaging, tags and/or labels) within 30 days of receiving a product ordered from www.uniqlo.com ("Site")

Please be advised, however, that the following item(s) cannot be returned:
1) Innerwear/underwear/swimwear/masks due to hygiene reasons
2) Personalised item(s) (e.g. altered)


An exception can be made for items deemed faulty that cannot be fixed or replaced by the store.


Please contact the customer service team if you believe your item is faulty.


Returning products to a store

Only exchanges are allowed in our UNIQLO stores and we do not accept returns of item(s) purchased online. Should you wish to return and receive a refund for your online order, please follow the steps set out here.


To be eligible for an exchange in-store, you must take your item(s) to one of our UNIQLO stores within 30 days* of receiving the item(s). Please do ensure you present your tax invoice alongside the item(s) as an exchange cannot be processed without it. You will not be charged a fee for exchanging an item in-store.


Please note any orders that have been placed not using a credit/debit card cannot be returned or exchanged in-store and will have to follow our online returns procedure.


If you feel that your item is faulty or unfit for purpose, please do contact our customer services team.


*Extended Festive Returns Policy


*To ease your return process, we have extended the return timeframe Read more here.


Returning products by post (Please note: This is only applicable to online purchases)

If you would like to return your online order, please follow the below instructions.

Please note: a DKK 49 shipping fee will be applied to all online orders. Read more here.


Should you wish to return by any other carrier or wish to make another return from the same order at a future date, this will be at your own cost.
To do so, please send your return to the following address:


UNIQLO / Arvato distribution GmbH,
Schleefstraße 1a,
44287,
Dortmund,
GERMANY


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

Please note we will refund you without undue delay and at the latest 14 (FOURTEEN) calendar days from the date on which we received the notice that you wanted to return the product(s). However, we are entitled to withhold payment until the product(s) has been returned to the specified address (please see above). Any refunds made by us will be made to the method of payment provided when you placed your order and will be subject to Uniqlo right to withhold amounts for products which are found damaged on return. You will be refunded the amount you paid for the product(s) returned minus a DKK 49 shipping fee.



Promotion and discount codes

If you decide to return an order that has been purchased with a discount code applied, the amount refunded will be subject to the minimum spend of the discount code. This means that if the items returned bring the remaining total below the minimum spend of the discount code then the discounted amount will be deducted from the refund. For example, a DKK 10 discount (with a minimum threshold spend of DKK 60 – excluding the delivery charge) will be removed if the returned product(s) brings the total order value below DKK 60. Returning an order with a free postage discount (which has not been provided as a code) will not affect the refund value.



Cancellation rights for DK customers

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 the price paid for the product in accordance with our Returns Policy.

The cancellation period will expire after 14 (FOURTEEN) calender days from the day on which you or a third party (of your consent) acquires physical possession of the product(s).

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 can also inform us at UNIQLO EUROPE, 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.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.



Effects of cancellation

If you cancel this contract, we will reimburse to you 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).

We will make a deduction from the reimbursement for loss in value of any product(s) supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than:


  • - 14 (FOURTEEN) days after the day on which we are informed about your decision to cancel the contract,
  • - this delay can be postponed until the day we receive back from you any product(s) supplied or (if earlier) until you provide evidence that you have returned the product(s).


We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur fees as a result of the reimbursement.

We may withhold reimbursement until we have received the product(s) back or you have supplied evidence of having sent back the product(s), whichever is the earliest.

You shall send back the product(s) or hand them over to us at UNIQLO, Arvato distribution GmbH, Schleefstraße 1a, 44287, Dortmund, GERMANY, without undue delay and in any event not later than 14 (FOURTEEN) days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the products before the period of 14 (FOURTEEN) days has expired. It is not possible to return products to our stores if you wish to cancel your contract.

You will have to bear the direct cost of returning the product(s).

You have a legal obligation to take reasonable care of the product(s) while it is in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. You are only liable for any diminished value of the product(s) resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the product(s).

In the interests of hygiene, you will not have any right to cancel a contract for the supply of any of the following products which are not in their original packaging unless they are faulty (this is for hygiene reasons):


  • Innerwear (men and women)
  • Underwear (men and women)
  • Swimwear (men and women)
  • Facemasks

Or additionally products which by their nature cannot be returned or are liable to deteriorate or expire rapidly, unless the product is faulty.


Defective products

If you are unhappy with any of your purchases and feel it may be defective due to a manufacturing fault, please do get in contact with us through our contact from (select topic: PRODUCT RECEIVED – my item is faulty). Please do provide as much information as possible concerning the product and the order.

If you are a consumer and return a defective product to us (which must be by post) you have the right to choose between i) having the defect remedied, ii) getting a replacement delivery, iii) getting a suitable reduction, or iv) cancelling the agreement (if the defect is not immaterial). However, if remedying the defect or replacing the delivery is not possible for UNIQLO, or entails disproportionate costs, these options are not available. If you choose to cancel the agreement, we will notify you of your refund via e-mail within a reasonable period of time. We will usually process the refund due to you as soon as possible and, in any case within 30 days of the day we confirmed to you via email that you were entitled to a refund for the defective product. The refund will be in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us.



© UNIQLO EUROPE LTD. 2014
Registered in England & Wales Number 4845064
VAT Number - 820605757




Last updated - March 2019