Casual clothes from Uniqlo UK

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UNIQLO designs...


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Payment


Ordering


Voucher Codes


Delivery


Returns


Your Protection


How to…


Technical Issues

  • I cannot process my order
  • An error message says my card details are incorrect
  • There appears to be a problem with our payment system, so we could not authorise your payment at this time.
  • Using a Mac?
  • Other technical problems?


    • Payment

    How do I pay for my order?
    We offer various ways for you to pay for your order, including MasterCard, Visa, Maestro (previously Switch), Visa Electron and Visa Delta. We will only take the payment from your account when we dispatch your order.

    What information do you require?
    You will be asked for your credit or debit card number, the expiry and start date (Maestro only) and the card security number when you place your order. This is the last three digits on the signature strip on the back of your card.

    What security checks are in place to make sure my purchase is valid?
    All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your card refuses to or does not for any reason authorise payment then we will not be able to accept your order.

    Can I redeem or buy gift vouchers online?
    UNIQLO paper gift vouchers are neither currently available to purchase online or available to use for payment online. However, these can be purchased directly at a UNIQLO store. Find your nearest store.

    Ordering

    Can I make changes to my order?
    Because we start to process your order as soon as we receive it, we cannot cancel or change your order. If you change your mind after we accept your order, you may return any goods to us for a full refund. We will refund the payment card the price paid for the item on receipt of the returned goods within 28 days.

    What happens if I notice that my personal details are incorrect after I have completed the ordering process?
    If you realise your personal details are incorrect once you have completed the ordering process please email our customer service team at helpme@uniqlo.co.uk, ensuring you include your order number

    Can I order from UNIQLO.co.uk and collect from a store?
    Not at this time

    What happens if an item on my order is not available?
    If an item you have ordered is unavailable when we come to pick and despatch it, you will be contacted by our customer service team by email. You will not be charged for that item. We will ship any remaining items that you have ordered. If on receiving the remaining items you decide that you do not wish to keep them then you may return them to us for a full refund. Please read our Returns Policy for full details

    How do I know if you have received my order?
    When you place an order you will receive an email from us acknowledging your order. The order acknowledgement will contain your order number and details of the goods ordered. Please note that this is only to acknowledge that your order has been received and is not confirmation that your purchase has been made. When your goods have been picked and despatched to you, your card will be charged and we will send you an order despatch email including details of the product despatched.

    Voucher Codes

    What are UNIQLO voucher codes?
    UNIQLO voucher codes are codes which can be applied to your order to receive a discount. Discounts applied can range from free shipping to discounts off your order.

    Where can I get voucher code?
    UNIQLO voucher codes can be found on our newsletters. Just subscribe to our newsletter and we will email you our offers and discount codes. Voucher codes can also be found in the fashion press. Please refer to the terms and conditions for our voucher codes as they will vary. 

    Voucher codes found on money saving websites such as voucher sites or forums are not endorsed by UNIQLO and
    are outside of our control. They may therefore be invalid or expired. We therefore cannot authorise discounts under these circumstances

    How do I add a voucher code?
    To enter UNIQLO voucher codes, there is a box to enter this code in the shopping basket section (1st section) during the checkout procedure and there is a clear prompt in the payment section. Please ensure that you hit the red 'Use promotional code' button to redeem this voucher. The promotional code and discount will appear immediately in the basket section and also at the checkouts. If it is not applied at this point, this voucher can not be redeemed in the order later on or after this order has been processed.

    I forgot to add a voucher code!
    Unfortunately, as stated in our terms and conditions, if you did not enter your discount code at the checkout, we cannot apply it to that order or amend your payment once the order has been placed.

    I entered my voucher code but it didn't work!
    Our system would always recognise valid voucher codes. Therefore, if a discount has not been deducted from your order, then the code was incorrectly applied. As stated in our terms and conditions, voucher codes can only be redeemed during the placement of orders and cannot be applied or amended once the order has been placed.

    Your newsletter said that orders are ship free but I have not received free delivery!
    When a newsletter is sent stating a free delivery period, this offer can only be applied with the use of a voucher code.  The newsletters are supplied with a voucher code which can only be redeemed at point of purchase.  Free shipping cannot be applied or deducted once the order has been placed.

    How do voucher codes affect my rights when returning my order?
    If you decide to return goods that have a discount applied on the whole order, the amount refunded will be a division of the discount by the number of products ordered. This means that the discount will be applied on a line-by-line basis. Discounts and discount thresholds exclude postage and packaging. If the original order was returned and you would like to reorder another size, we cannot reissue a voucher code or deduct the discount from your order.


    Delivery

    How much do I pay for postage and packing for my order?
    The delivery charge is £3.95. There is only one delivery charge per order no matter how many items you have in that order.

    When and how will be my order delivered?
    We despatch your item through the Royal Mail network. We aim to deliver your purchases within 3 – 5 working days, but we can't guarantee any particular delivery date or time.

    Do you deliver to my address?
    We deliver to most postal areas in the UK, apart from BFPO addresses, the Channel Islands, Isles of Scilly, Isle of Man and the Repbulic of Ireland.


    Do you deliver or send products outside the United Kingdom?
    Currently we do not deliver internationally and we're afraid exceptions cannot be made. However, we are hoping to expand our shipping options to include Mainland Europe in the very near future. We also reserve the right not to deliver orders if we believe the address is not secure, for example, to a communal postal address or PO Box. If this affects an order you place, we will notify you as soon as possible.

    What happens if I am out when you deliver?
    If you or the intended recipient is not in when Royal Mail attempt to deliver, they will leave a card at the delivery address confirming that they have tried to deliver. Follow the instructions on this card to pick up the item or rearrange delivery. Please note if you rearrange to deliver to another address, this may incur an additional charge that is out of our control.

    Can you deliver to a different address than my billing address?
    The first order you place will be delivered to the billing address used on your Credit / Debit card, on all orders thereafter you can specify the delivery address.

    How can I track my order?
    A tracking link is provided with your confirmation email.  
    If your order was placed before 1pm then it will be processed and dispatched on the same working day and you will receive it between 3 - 5 working days.  If it has been placed after 1pm then it will be dispatched the next working day.  Please allow 24 hrs for the tracking link to be live as our distribution centre needs to pick and pack your items and Royal Mail need to pick the order up and send it to their delivery offices. 

    Returns

    What is your returns policy?
    You can, within 28 days of receiving goods from us, return any goods you are not completely happy with. Please read our Returns Policy for full details

    How do I return an item I ordered online?
    • You can, within 28 days of receiving goods from us, return any goods you are not completely happy with. Please read our Returns Policy for full details
    • Once you decide to return any products you must not use them and must take good care of them while they remain in your possession. The goods must be returned to us undamaged as soon as reasonably possible, within the 28 day period.
    • If you wish to return items via post, follow the instructions outlined below. Please note we do not offer pre-paid postal returns.
      • Write your name, address, postcode and order number on the returns form.
      • Complete the returns form and enclose with your Goods.
      • Ensure your Goods are in a securely wrapped parcel, complete and place a returns address label on the parcel.
      • The returns address is: UNIQLO Ecommerce, Lodge Road, Staplehurst, Tonbridge, Kent, TN12 0QW.
      • Take the parcel (with enclosed returns form) and the despatch note to the Post Office. The clerk will stamp the proof of posting on the despatch note which you should retain until you receive your refund.
      • Please remember to complete the returns form with your returned product(s).
    • We will, on receipt of the returned items, refund the amount you paid for the goods returned excluding any delivery charges (if appropriate). You will receive an email confirming the refund has been actioned and your card credited.  Refunds may take up to 30 days to show on your account depending on your bank.
    • Your rights under the returns policy are in addition to the cancellation rights under the Consumer Protection (Distance Selling) Regulations 2000.
      • If you wish, you may notify us by email to helpme@uniqlo.co.uk that you wish to cancel your contract before the end of the statutory cancellation period (7 days from the day after you receive the goods). You must then return the goods to us along with the returns form as above.
      • Nothing under these terms and conditions affects your statutory rights.
    • For further information on this please see Terms and Conditions and Returns Policy

    Can I return an item to an UNIQLO store?
    Yes you can return your purchase to any UNIQLO store using the despatch note enclosed in your parcel as your receipt. The despatch note must be presented and they will ask you for the reason for the return and whether you wish to exchange the product or obtain a refund. Find your nearest UNIQLO store. Please see our Returns Policy for full details

    When do I get 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. The time taken to return funds to your card depends on the card issue involved

    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 contact Customer Services via email at helpme@uniqlo.co.uk, we will respond within 48 hours, Monday to Friday, 9am – 5.30pm (excluding Public Holidays).

    What do I do if you have not sent me one of the items I ordered and I no longer want the other items?
    If on receiving the other goods, you decide that you do not wish to keep them then you may return them to us for a full refund. We will refund the price paid for the items, on receipt. Please read our Returns Policy for full 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 at 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 UNIQLO.co.uk?
    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 shop online?
    • Simply select an item from anywhere on this site, choose your preferred colour and size – then add to your shopping basket. When you have finished shopping follow the checkout procedure.
    • You will need to register with us before your order can be processed. This is so that we can make your shopping experience as painless as possible. We can store multiple delivery addresses for you and you can opt in to receive our weekly email newsletters.
    • All prices shown on the website are inclusive of VAT at the current rates. The prices are correct at the time we enter them into the system. The total cost of the order is the price of the products ordered plus the delivery charge.
    • At checkout, you can review and amend your order details on the Order Summary page.
    • When you're ready to complete your order, click the ‘Check Out’ button and you will be taken to the Payment page. 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.
    • If you need help placing an order or have any other questions, please email our Customer Service team on helpme@uniqlo.co.uk between 9am and 5.30pm, Monday to Friday (closed UK Public Holidays).

    How do I subscribe to the UNIQLO newsletter?
    Visit the home page and enter your e-mail address. Our weekly email newsletter will keep you up to date with the latest arrivals, exclusive promotions and limited offers.

    I have forgotten my password – what shall I do?
    Go to My Account then click the ‘Forgotten Password’ link, you will then be emailed details to obtain a new password

    Who do I contact if I am interested in working for UNIQLO?
    Please check out all the details in our careers centre

    Where is my nearest store?
    See all our store locations and find the one nearest to you!

    How can I find out what measurements UNIQLO sizes are?
    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.  Please check if your questions are answered here, if they are not then you may wish to contact customer services from 9 – 5.30pm Monday to Friday (excluding UK Public Holidays), by emailing: helpme@uniqlo.co.uk.

    Can I contact UNIQLO by telephone?
    As www.uniqlo.co.uk is an online shop, we do not provide a customer services phone facility.  We find it to be more efficient to answer your queries via email as we will have a record of your query we can directly respond to.  This FAQ should provide answers to your questions in one of the entries on this page.  Please follow the FAQ first and if you still cannot find the answer to your question here please email us at helpme@uniqlo.co.uk.

    I have a suggestion…
    We would love to hear from you! Either drop us an email to helpme@uniqlo.co.uk or jot it down on paper and send to the address shown below.

    I have a question that is not answered here
    Please email us at helpme@uniqlo.co.uk we hope you don’t mind, but we will add your question here if it would be useful to other customers!

    I need to change my address or other details what do I have to do?
    Please log in to your account to change your personal details.  I am afraid that we cannot change the registered email address.  If you would like to have your account under the new email address you will need to register a new account with your new address.  If you would like us to delete the old account once the new one is registered please send us another email to confirm.

    How do I create a UNIQLO.co.uk account?
    Please visit the registration page and enter your personal details to create an account

    How do I unsubscribe from the UNIQLO newsletter?
    Please use the link at the bottom of any promotional email from UNIQLO.

    Technical Issues

    I cannot process my order
    Please could you try to place the order again – sometimes when the site is experiencing high demand 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. It may also be necessary to try an alternative computer to ensure it is not a compatibility problem.

    If you are still having problems, try deleting the cookies on your computer then loggin back into your account. You will need to go to the 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and hit OK. If further problems persist please do not hesitate to contact us at helpme@uniqlo.co.uk.

    An error message says my card details are incorrect
    Please ensure that you enter your card details exactly as they appear on the payment card including your name. Please enter the card number without any spaces. The CVV number is the last three digits on the signature strip on the reverse of the card. The issue may be caused by 3DSecure (Verified by Visa or MasterCard SecureCode) verification which is a system setup by your card issuer to manage online fraud and protect your account. This system is managed by your bank so it may be worth contacting them to check that there are no problems with the 3DSecure system on your account.

    Using a Mac?
    There are issues surrounding the use of Macs with Microsoft as Apple have stopped supporting Explorer since the introduction of Safari. The website therefore does not support Internet Explorer on a Mac. If this applies to you, upgrades to Safari or Firefox on the Mac will be needed.

    Other technical problems?
    To help us investigate into your problem please include as many of the following information as possible with regards to your system:

    • Your Operating System (e.g. Windows XP, Mac OS 9.0)
    • Internet Browser & version (Internet Explorer 6, Firefox)
    • What time the problem occurred
    • Please cut and paste into the email any error message that appeared on the screen