FAQS



Please order before the below dates to ensure that you receive your items before Christmas!
For orders made after these dates, we will try our best to keep within the schedule stated for each delivery
method. However, there may be delays due to increase in delivery volumes.

Same Day: Order by 21 Dec
Express: Order by 20 Dec
Standard: Order by 18 Dec
Click and Collect: Order by 19 Dec

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

Top 6 Questions

ATTENTION ON COUNTERFEIT GOODS

It has come to our attention that counterfeits of the Takashi MURAKAMI×Doraemon Toy have been sold at unauthorized retailers. Please note that while we are investigating measures against these counterfeit sellers, we can only verify purchases on our website (www.uniqlo.com) or at our UNIQLO stores.

FRAUDULENT UNIQLO WEBSITES REGARDING FRANCHISE BUSINESS

UNIQLO has been informed of websites that allege to be official UNIQLO websites for individuals or companies interested in investing in UNIQLO's store franchise business. UNIQLO does not offer third party franchises at this time. Therefore, if you come across any website that claims to be an official UNIQLO website for interested investors, please refrain from interacting with it and refer it immediately to the UNIQLO CO., LTD. Customer Center Department at email cs-question@ml.store.uniqlo.com. Thank you.

PAYMENT

How do I pay for my order?

UNIQLO gladly accepts major credit/debit cards, such as Visa and MasterCard. We apologise that we are unable to accept American Express, 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 when you place your order. (A CVV number ("Card Verification Value") is 3 digit number found on the signature strip on the back of Visa and MasterCard branded credit and debit cards.

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

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

Can I pay for my order with multiple cards?

Not at this moment.

WHY IS THERE A $1 CHARGE AFTER ADDING/UPDATING CREDIT CARD INFORMATION?

This is a temporary authorization hold of a nominal amount (usually $1) that is placed on your credit card or the payment method that you provided. This verification step is done by your payment vendor to confirm that your payment account is active and has the funds available for purchases.

WHAT IS THE AUTHORIZATION HOLD PERIOD?

Authorization holds are removed by your card issuer after a short time. The exact time it takes to remove authorization requests varies by financial institution. If you use a debit card, you might see authorization holds as charges on your online statement. These charges are automatically reversed by your financial institution. If you have questions about the way your card handles authorization requests, please contact your financial institution.


ORDERING

When will I be charged?

Upon placing the order, we will obtain a Credit Card authorisation. Once the item ships from the distribution center, we will request payment from the Credit Card.

Can I make changes to my order?

No. Unfortunately, we start to process your order as soon as we receive it, therefore we are unable to 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 within 30 days of receipt of your order, and are in saleable condition. Refund will be made to your original form of payment.

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/sg and pick it up at a UNIQLO store?

Yes you can with our Click and Collect service! Find out more here.

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 a 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 are kept in your shopping cart for as long as the product is available.  If the product is not available, the site will alert you at the cart page that the product is out of stock. Your order and products is only confirmed after payment is made.

Can I order over the phone?

We apologise at this time we are unable to take orders over the phone.

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

We are unable to 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 are unable to always guarantee the same prices will be available both online and in the stores as we can sometimes run different promotions resulting in different prices for a similar item. Otherwise, with many businesses worldwide, you may also find that the prices of our products may differ from one country to another. The online prices of the products will follow the country of the website you are visiting. We highly recommend our customers to subscribe to our Newsletter or download our app to get latest promotional news.

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

We apologise 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 & 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 are unable to authorise discounts under these circumstances.

How do I add a promo code?

When you place an order, you will see a box on the checkout page where you can enter your promo code. After you click "Apply Coupon", the promo code will be applied and discount will appear immediately along with your order total. The promo code must be redeemed at the point of ordering process; we are unable to apply the promo code after the order has been processed. Only one promo code can be used per purchase. Please note that you will not be able to use a promo code as the only mode of payment for your 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 are unable to apply it to your order once it has been placed.

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

Our system will always recognise valid promo codes. If the discount has not been reflected in your order total, it is likely that the code was incorrectly entered. Promo codes can only be redeemed during the placement of orders and we are unable to apply or amend 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 are unable to reissue a promo code or deduct the discount from your order.


RETURN AND EXCHANGE

WHAT IS YOUR RETURN AND EXCHANGE POLICY?

You may return or exchange any item that is still in new and original condition within 30 days of purchase.
Please read our full Return and Exchange Policy here.

Returns can be done by sending the items back to the warehouse or at any Singapore UNIQLO store. However, exchanges can only be done at any Singapore UNIQLO store.

I lost my return form / Shipping label

Please call our friendly customer care officers at 1800-8-864756 or contact us here to receive new return form/label.

Can I exchange an item via mail?

Unfortunately, exchanges can only be done at any Singapore UNIQLO store. Alternatively, you may return any item that meets our Return and Exchange Policy via mail for a refund and make another separate purchase.

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

For returns made via mail:
We will process the return as soon as possible, but it may takes 10-14 business days from when we receive the items for your payment to be refunded. We will send you an email once we have completed the refund process.

For returns made at any Singapore UNIQLO store:
You will receive your refund immediately. However, refunds will be made by cash.

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.


SHIPPING

What is your shipping policy?

We have FREE shipping on every order above S$60 (for a limited time only). For orders below S$60, there will be a S$6 standard delivery fee.
Except for Click and Collect orders, all orders are delivered through Singapore Post and will require a signature upon delivery.
The Click and Collect service is free. Find out more here.

Type Time of Availability Timing Pricing
Same Day (1) Mondays to Fridays
12:00 a.m. to 11:00 a.m.
(not available on Public Holidays)
Same Day by 6:00 p.m Standard + S$3
  • Ships to:
  • checkLocal Addresses
  • POPStation
  • PO Box
Express (1) Mondays to Fridays
11:01 a.m. to 11:59 p.m.
Saturdays, Sundays and Public Holidays
12:00 a.m. to 11:59 p.m.
The Next Working Day (2) Standard + S$2
  • Ships to:
  • checkLocal Addresses
  • POPStation
  • PO Box
Standard Mondays to Sundays 1-3 Working Days(2) S$6, Free Delivery(3) for orders above S$60
  • Ships to:
  • checkLocal Addresses
  • POPStation
  • PO Box
CLICK & COLLECT Mondays to Sundays
1-2 WORKING DAYS(4) FREE
  • check
(1) Same Day & Express delivery options are available on first-come-first serve basis. If the option is not available, this means that the schedule is fully booked for the day
(2) Working Day means Mondays to Fridays, excluding Public Holidays
(3) Free Delivery for orders above S$60 is only applicable to Standard delivery option.
(4) For orders that are made before 3:30pm, we strive to deliver your order to the selected store by 6pm on the next working day (Mon – Fri). Find out more here.
SAME DAY and EXPRESS delivery options can ship to Local Addresses only, excluding POPStation and PO Box. STANDARD delivery option can ship to Local Addresses and POPStation, excluding PO Box.

How can I track my order?

Please locate your tracking number from the delivery confirmation email or by logging into your account.

For Click and Collect orders:
Go to www.huper.asia and enter your tracking number in the tracking widget to see the status of your delivery. Please allow some time for the website to reflect the status of the order.

For all other orders:
Go to www.speedpost.com.sg and enter your tracking number in the tracking widget to see the status of your order delivery. Please allow some time for the Singapore Post website to reflect the status of the order. This could take a few hours after you receive the delivery confirmation email.


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

All orders are delivered through Singapore Post and will require a signature upon delivery. If you are not at home to receive your items, a notification card will be dropped in your mailbox to invite you to collect your parcel at the nearest Singapore Post office.

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.speedpost.com.sg and enter your tracking number in the tracking widget to see the status of your order delivery. Please allow some time for the Singapore Post website to reflect the status of the order. This could take a few hours after you receive the delivery confirmation email.
If there is a delay, it will be indicated on the carrier's website. In the circumstance that you have not seen a status update of your delivery after a week since receiving the delivery confirmation email, please contact our customer care for further assistance.

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

We know you are excited to receive your order. In the rare circumstance that you receive more than one box for your delivery, please be assured that we will only charge one delivery fee per order regardless of the number of boxes received.

Do you offer international shipping?

We're sorry, we only ship to Singapore at this time. If you are staying in other countries, please check out the rest of our UNIQLO sites at the bottom of our website.


GIFTS

Can I have my order gift packaged?

We're sorry, gifting is not available at the moment. Stay tuned for more details!

Can I order as a gift?

We're sorry, gifting is not available at the moment. Stay tuned for more details!


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/sg?

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 TO...

How do I create an account?

It’s easy to sign up with us. Go to the Registration Page, and fill up all the required fields. Required fields are indicated by an asterisk(*). Finalise your details and enjoy your UNIQLO experience!

How do I shop online?

You can shop and checkout as a guest, or create an account and register as a member. Creating an account with us 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 the items you want to your shopping cart. When you have finished shopping, go to your Shopping Bag on the top right side of the page to review your order.

All prices shown are correct at the time we enter them into the system. The total cost of the order shown at the checkout page is the price of the products ordered plus tax, and shipping.

At checkout, you can review and change your order details on the Order Summary page, and you can check as a guest or sign-in as a member.

When you’re ready to complete your order, click the “Place Order Now” button and we will process your payment immediately. 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. Enjoy your UNIQLO experience!

How do I subscribe to the UNIQLO newsletter?

Our email newsletter sign up can be found in the header of any page on the Site. Click on E-Newsletter to open it and then enter your email address in the form field. 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 LOGIN page and click the ‘Forgotten Password’ link. Enter the email address associated with your account, then click "CONTINUE". We will send you an email with a link where you can create your 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 Careers page.

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 button on the product details page. 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 are unable to change the registered email address.

How do I unsubscribe from the UNIQLO newsletter?

We're sorry to see you go, but if you must, please go to E-Newsletter page or use the link at the bottom of any promotional email from us to unsubscribe.


TECHNICAL ISSUES

I am unable to process my order.

Try to place your order again – sometimes when the site is experiencing high traffic, 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.
Sometimes, it may be a credit card or compatibility issue. Please try an alternative browser and/or credit card 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 ("Card Verification Value") is 3 digit number found on the signature strip on the back of Visa and MasterCard branded credit and debit cards.

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 or printscreen any error messages that appeared on your screen into your email to us.
 
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