FAQ'S

Returns

What is your returns policy?

You can return any goods within 30 days of receiving your parcel as long as the items are in a saleable condition, if you are not completely happy with them. Please read our returns policy for full details. We do not accept returns of women's and men's inner and/or underwear which are not in their original packaging due to hygiene reasons. Please be advised that swimwear items cannot be returned if the sticker has been removed.


Can I make an exchange?

Unfortunately we are unable to process any exchanges for items sent back to us. Therefore the item will need to be returned and a new order placed for the required item. We are currently looking in to introducing this offer.


What are my return options?

All items purchased online can be return via post. Please allow up to 15 working daysfrom the day your items are returned for us to receive and process your refund. 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 history indicating which items have been returned. Alternatively, a handwritten note confirming your order number, as well as full name and reason for return, can be used in place of the returns note. Alternatively, please contact us for a replacement returns note/tax invoice.


Online purchases cannot currently be returned to any physical store for a refund or an exchange.


How do I return my order by post?

Please follow the instructions outlined below:

  • Complete the requested details on the returns note 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 sent in a securely wrapped package. Complete and place a returns address label on the parcel.
  • Send your package to:
    arvato distribution GmbH,
    Schleefstraße 1a, 44287,
    Dortmund, GERMANY
  • Take the package and the tax invoice to the Post Office. The clerk will stamp your tax invoice as proof of postage, which you should retain until you receive your refund.
  • Please remember to complete the returns form with your returned product(s).

On receipt of your returned items, the refund the amount you paid for the goods will be returned, excluding any delivery charge. If you cancel your contract within 14 calendar days from the day you receive the items you will receive a refund for your original postage as well. You will receive an email confirming the refund has been processed and your card credited. Refunds may take up to 30 days to show in your account. please note, this is dependent on your bank.


Do you offer a free returns service?

We do not currently offer a pre-paid returns service from orders made through our EU website. We are therefore unable to cover any charges incurred for returning your order.


Cancellation of Contract

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 or completing the cancellation form. 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 / returns tracking number. You must then return the goods along with the returns form as above before the end of the statutory cancellation period (14 days).


These terms and conditions do not affect 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?

Online purchases cannot currently be returned to any physical store for a refund or an exchange. Please refer to the above point 'how do I return my order by post?' on how to send your product back to our online returns team.


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

Unfortunately store purchases cannot be refunded or exchanged by mail. Your store bought items would need to be taken back to the store, along with the receipt within 30 days of purchase.


I no longer have my Tax Invoice/Returns Note, what do I do?


If you no longer have your Tax Invoice or Returns Note, please log into your UNIQLO account and print out details of your order history as well as indicating which items have been returned. Alternatively, please contact us for a replacement copy.


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. Please allow up to 15 working days for us to receive and process your refund, from the day it is sent back. An automatic email will be sent to you confirming your refund once processed.


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 end of the next working day, Monday to Friday, 10am – 6.30pm (excluding UK Bank holidays & Public holidays). Please note that all our e-mails are conducted in English.