- Returning products to a store
- Returning products by post (Please note: This is only applicable to online purchases)
- When do I get refund once I have returned an item?
- Promotion and discount codes
- Cancellation rights for EU customers
- Effects of cancellation
- Defective products
- Extended Christmas returns policy
You can get in touch with us by visiting our FAQ 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 or our chat support service. We will respond within the next working day – Monday to Sunday: 9:00 – 18:00. Please be aware that all our e-mails are conducted in English.
Nothing in this returns policy affects your statutory rights. Your rights under this returns policy are in addition to your cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Returns will only be accepted at the store in which the original purchase was made. You can, however, still exchange in any of our UNIQLO BE and NL stores.
Please retain your receipt. UNIQLO is always happy to exchange or refund all item(s) using the original method of payment as long as the item(s) are returned in a resellable condition (with original packaging, tags and/or labels) within 30 days from the date of purchase.
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 and cannot be fixed or replaced by the store as per Consumer Rights Directive 2011/83/EU.
If you do not have your original receipt, we will allow customers to make a like for like exchange for the same item, or for the current value of the item, whichever is lower at the time of return. For example, you can change the size or the colour of an item.
RETURNING PRODUCTS TO A STORE
If you wish, you can exchange a product to a physical UNIQLO store located in the same country your online order was placed in. You will not be charged a fee for exchanging a product at a store. However, please note that you cannot return a product to a UNIQLO store if you are cancelling your contract within the 14 days cooling off period as described below. Moreover our stores don't refund online orders. To return an online purchase, please follow the steps on this page.
You must take your Products to one of our UNIQLO stores within 30 days* of receiving the products, with the Tax Invoice as your receipt. Find your nearest UNIQLO store by clicking here.
The Tax Invoice must be presented and you will be asked for the reason for the return and whether you would like an exchange or refund. You will also have to present the original purchase card to receive a refund.
Please note, any orders that have been placed not using a credit/debit card e.g. PayPal, Google Pay, Apple Pay etc. cannot be exchanged in any UNIQLO store. Should you wish to return an order that has not been paid for by a credit/debit card, please send this back to our warehouse following the steps below.
RETURNING PRODUCTS BY POST (PLEASE NOTE: THIS IS ONLY APPLICABLE TO ONLINE PURCHASES)
If you wish to return an online purchase via post, please follow the instructions outlined below. Please note we do not offer pre-paid postal returns.
- Complete the returns process on this page and print the file generated when the process is completed.
- Enclose the return note in your package (the sheet with the information about the items you want to return).
- Ensure the product(s) is in a securely wrapped parcel. Place the returns address label provided on the parcel (PLEASE NOTE THAT THIS LABEL IS NOT FOR THE CARRIER, YOU STILL NEED TO CHOOSE A CARRIER AND PAY FOR THE SHIPPING.) The returns address should be:
Arvato distribution GmbH
- Take the parcel to a Post Office or courier. Ask the Post Office or courier for your proof of posting certificate. The clerk will stamp the proof of posting on dispatch and you should retain this until you receive your refund. Regrettably we can only provide a refund for a lost return once we have been provided with a proof of posting certificate.
It is your responsibility to keep all return receipts, making a shipment by registered mail or by any other means necessary to enable a precise proof of the sending date.
When do I get refund once I have returned an item?
Please note we will refund you in 14 (FOURTEEN) working days from the date on which we receive the returned the product(s) 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 excluding any delivery charges (if appropriate). In other words, we will refund you the cost of the Products but not your delivery charges.
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 10€ discount (with a minimum threshold spend of 60€ – excluding the delivery charge) will be removed if the returned product(s) brings the total order value below 60€. Returning an order with a free postage discount (which has not been provided as a code) will not affect the refund value.
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 EU 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 and Cancellation 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 this FAQ page and complete the contact form available at the bottom of the page (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 unless they are faulty (this is for hygiene reasons):
- Innerwear (men and women)
- Underwear (men and women)
- Swimwear (men and women)
Or additionally products which by their nature can not be returned or are liable to deteriorate or expire rapidly, unless the product is faulty.
Details of this statutory right to cancel, and an explanation of how to exercise it, are provided in the dispatch confirmation email.
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) we will examine the returned Product and 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. Products returned by you because of a defect will be refunded 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 - November 2019