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 matches your query before being able to see our contact form. Once submitted, we will aim to respond to you within one working day – Our Customer Service team are available Monday to Friday: 8:00 – 21:00 and Sat-Sun: 09:00 – 18:00 . Please note, all of 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

Please retain your invoice. UNIQLO is always happy to accept online returns for all item(s) and will process the refund 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 28 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 as per Consumer Rights Act 2015.


Please contact our customer services team here if you believe your item is faulty.


Returning Products to a store

Only exchanges are allowed in our UNIQLO UK 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 UK stores within 28 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 Returns Policy


Any purchases made on or after 9th October 2020 shall be eligible for return or exchange either until the 15th January 2021 or 28 days from the date of purchase or when your order was received, whichever is later. T&C's apply. Read more here.


RETURNING PRODUCTS BY POST (PLEASE NOTE: THIS IS ONLY APPLICABLE TO ONLINE PURCHASES)

(Please note from 1st December 2020 our returns policy will change. Learn more here.)

Prepaid Option:

  • Complete the returns process on this page and print the label generated when the process is completed.
  • Enclose the Return Note/Packing slip in your package (the sheet with the information about the items you wish to return).
  • Attach the prepaid Parcel Shop returns label to the outside of your parcel.
  • Ensure the Product(s) are placed in a securely wrapped parcel.
  • Take the parcel (with the enclosed returns note) to your closest Parcel Shop or Convenience store. We kindly recommend you to ask for your proof of postage when returning your item/s. 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 proof of postage.

Returning via post:

Should you decide not to use the prepaid service stated above, please follow the instructions outlined below:

  • Complete the returns process on this page and print the file generated when the process is completed.
  • Enclose the Return Note/Packing slip in your package (the sheet with the information about the items you wish to return).
  • Ensure the Product(s) are placed in a securely wrapped parcel.
  • The returns should be posted to the address below:
    UNIQLO / Arvato
    Plot 10A Faraday Avenue
    Hams Hall Distribution Park
    Birmingham
    B46 1AL
    United Kingdom
  • Take the parcel (with the enclosed returns note) to a Post Office or courier. Ask the Post Office or courier for proof of postage. 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 postage.

Please remember to register the item/s you choose to return in via our returns portal.


It is your responsibility to retain all return documentation and ensuring the item/s posted back to us can be tracked and traced.


*Extended Returns Policy


Any purchases made on or after 9th October 2020 shall be eligible for return or exchange either until the 15th January 2021 or 28 days from the date of purchase or when your order was received, whichever is later. T&C's apply. Read more.


WHEN DO I GET MY REFUND ONCE I HAVE RETURNED AN ITEM?

Please note we will refund you in 15 (FIFTEEN) 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 the 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) returned 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.


CANCELLATION RIGHTS

You have a right to cancel your 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) calendar 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 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 LTD, 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 and proof of postage 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 we receive back from you any Product(s) supplied; or
  • (if earlier) 14 (FOURTEEN) days after the day you provide evidence that you have returned the Product(s); or
  • If there were no Product(s) supplied, 14 (FOURTEEN) days after the day on which we are informed about your decision to cancel the contract.

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, Plot 10A Faraday Avenue, Hams Hall Distribution Park, Birmingham, B46 1AL, United Kingdom, 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 have 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.


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 us 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 process the refund due to you as soon as possible and, in any case within 30 (THIRTY) calendar 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