Casual clothes from Uniqlo UK

help

UNIQLO designs...


Use the links below to see the answer to your question

Payment


Ordering


Delivery


Returns


Your Protection


How to…


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.

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. Delivery of certain products to the Channel Islands, Isles of Scilly and the Isle of Man may not always be possible.

Do you deliver or send products outside the United Kingdom?
We cannot deliver to addresses outside of the UK. 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?
At present you are not able to track orders, however this is something we are working on and hope to offer you in the future.

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.
  • 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?
You can contact customer services from 9 – 5.30pm Monday to Friday (excluding UK Public Holidays), by emailing: 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

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.