Q. What is your online returns policy?
Page last edited on 23/10/2024
RETURNS AND CANCELLATION POLICY
To contact us, please follow the steps below:
We encourage you to use our contact form to ensure a smooth service for everyone.
We will reply to your emails within 24 hours of receiving your request (counted as a working day), Monday to Friday from 10am to 21pm and Saturday and Sunday from 11am to 6pm.
Our phone line is open Monday to Friday from 10am to 6pm.
UNIQLO accepts returns of your online purchases for any product that is returned to us in optimal sales conditions, i.e. clean and unwashed, with its packaging intact and its tags attached with their original link. A return can be made within 30* days of receipt of the parcel (purchased online and delivered to a UNIQLO shop, Relais Colis point or home delivery). For in-store purchases, this 30* day period starts from the date of purchase. Our refunds are made to the original method of payment. Please also read the exact details of our returns policy below in the categories dedicated to the in-store and online returns procedure.
Please note that we do not accept returns for the following products:
With the exception of defective products that could not be exchanged or reimbursed in shop, in accordance with article 1245 of the French Civil Code. Please find details of our terms and conditions for returns specific to defective products in the category below.
In addition, in accordance with Directive 2011/83/EU of 25 October 2011, as transposed in France, you may exercise your right of withdrawal within 14 calendar days from the date of receipt of your order (at home, in a UNIQLO shop or at a relay point). For more information, please read the dedicated category below.
*Please note that products purchased online, regardless of the method of payment or delivery (e.g. payment in shop within one hour of ordering online or delivery in shop as part of a "click and collect" order), cannot be returned in shop but may be exchanged in shop.
For an order placed online, you may nevertheless exchange an in-store purchase at any UNIQLO shop in France, if and only if your exchange does not include a refund. In other words, the total price of the items you return to the shop must be equal to or less than the total price of the items you wish to exchange.
We do not offer an in-store refund service for purchases made online, even if the online order has been paid for in-store (online purchases can be paid for in-store within one hour of the order being placed).
We do, however, offer an in-store exchange service for orders placed online. Visit any UNIQLO shop in France within 30* days of receipt, along with the invoice included in the shipping confirmation email as proof of purchase. We will be able to offer you an exchange if your exchange does not include a refund. In other words, the total amount of the prices of the items you are taking back to the shop must be equal to or less than the total amount of the prices of the items you want to exchange.
You will not be charged for an in-store exchange.
Please note that once an item has been exchanged, we are no longer able to issue a refund.
Purchases made in a UNIQLO shop in France must be returned directly to the UNIQLO shop where the purchase was made. For more information, please read the category above.
For all purchases made online, you have a return period of 30* days from the date of receipt of your package (at home, in a UNIQLO shop or at a collection point).
If you wish to return an online order for a refund, you will find below the returns procedure via your UNIQLO account or Guest account. This procedure applies even if the online order was paid for in shop (online purchases can be paid for in shop within one hour of the order being placed). Please note that we do not offer an exchange service by post. To make an exchange on an order placed online, we invite you to read the previous category on in-store returns.
In order to simplify and harmonise returns of orders placed online, please follow these instructions to make a return via your UNIQLO account or Guest account. Visit your order history where you can select the items you wish to return and download the return label (you will be charged €2.95 for this label when your return is processed; this amount will be deducted from the total refund). This platform can only be used to return an order placed online. Please also note that we do not offer a postal exchange service. Here is the procedure to follow:
You can also make your return using the postal service of your choice. Please note that our return address is ARVATO distribution GmbH, Schleefstraße 1a, 44287, Dortmund, GERMANY. We will not be responsible for any return shipping costs.
It is essential that you retain your proof of despatch and purchase invoice until your return has been fully refunded. It is your responsibility to retain all proof of return, and to send your items by recorded delivery service or any other means that provides accurate proof of the date of dispatch.
Please note that we will refund you within 14 (FOURTEEN) calendar days from the date we receive the returned product(s) in our warehouse (please send to the address below).
UNIQLO EUROPE LTD.
c/o Arvato distribution GmbH
Schleefstraße 1a
44287 Dortmund
Deutschland
All refunds made by us will be made on the basis of the method of payment provided at the time of ordering. UNIQLO reserves the right to withhold amounts for products that are found to be damaged on return. You will be refunded the amount you paid for the returned product(s), excluding delivery charges (except standard delivery charges if you exercise your right of withdrawal, as set out in the "Right of Withdrawal" section below) and a €2.95 returns charge.
The value of your discount coupon will be divided proportionally between the different items in your order. Please note that when an item is returned from an order for which a discount coupon has been used, the value of the discount coupon will be deducted accordingly from the amount refunded. Please also note that any discount coupon used cannot be used again following the return of the product. To see an example of how using a coupon can affect your refund, please click here.
The return of an order for which you have benefited from free delivery (not supplied in the form of a discount coupon) will have no effect on the amount refunded.
In accordance with Directive 2011/83/EU of 25 October 2011, as transposed in France, you may exercise your right of withdrawal within 14 calendar days of receiving your order and return the products to us without having to give any reason.
You must inform us that you wish to cancel your order by any means and in particular by writing to us at UNIQLO EUROPE LTD, 103-113 Regent Street, London W1B 4HL UK or by completing the cancellation form available here. You can also contact us by visiting our contact form and selecting "Returns" as the first subject of your request and "I wish to cancel my contract" as the second. If you use this option, we will send you an acknowledgement of receipt of your cancellation notification by e-mail as soon as possible.
The date of your notice of withdrawal is the date on which you send your notice to UNIQLO, so it is best to keep a copy of it.
You must also return the products to us by post in their original condition, at your expense and risk, and no later than 14 calendar days following notification of your withdrawal. No refunds will be made in shop if you wish to exercise your right of withdrawal.
Products must not have been used and/or worn and must be returned in or with their original packaging.
Unless otherwise specified, the right of withdrawal does not apply to products that cannot be returned, such as :
We will issue your refund as soon as possible and no later than 14 calendar days from the date we are notified of your intention to withdraw, although this period may be extended until the day we receive the returned product(s). All our refunds are made by the same method of payment used at the time of ordering and we reserve the right to deduct from the refund any amount for returned products that are damaged. Under the right of withdrawal, you will be reimbursed for the amount of the products returned, including the amount corresponding to the standard delivery costs, excluding the return costs, which remain at your expense.
Full details of your right of withdrawal and how to exercise it are given in the e-mail confirming dispatch of your order.
If you are not satisfied with your online purchase because you consider it to be faulty, please contact us using our contact form (choosing "Products" as the first subject of your request and "My item is faulty" as the second). Please provide us with as many details as possible about the product and the order. You will also be asked to provide photos.
Once we have examined your product and your request, we will inform you of the decision we have taken. If we confirm the defect, we will notify you of your refund by email within a reasonable time for an online order. We will refund you as soon as possible and no later than 14 (fourteen) calendar days from the day we confirm by email that we will refund your faulty product.
If you have made a purchase in shop that you believe to be faulty, we invite you to visit your nearest shop to discuss the problem with our team on the spot. They will examine your product with you and suggest a solution directly.
Products purchased online and returned due to a defect will be refunded in full, including delivery and return costs.
If Uniqlo replaces a defective product with an identical product, you must return your defective product to Uniqlo within 30 (thirty) days.
Defective products must be returned in accordance with the returns rules described above.
All Products are covered by the legal guarantee of conformity set out in articles L. 217-4 et seq. of the French Consumer Code, as well as the guarantee against hidden defects set out in articles 1641 et seq. of the French Civil Code:
Article L217-4 of the French Consumer Code
The seller is obliged to deliver goods that conform to the contract and is liable for any lack of conformity at the time of delivery. He shall also be liable for any lack of conformity resulting from the packaging, the assembly instructions or the installation when the latter was his responsibility under the contract or was carried out under his responsibility.
Article L217-5 of the Consumer Code
The goods conform to the contract:
1º If it is fit for the purpose usually expected of similar goods and, where applicable :
- if it corresponds to the description given by the seller and has the qualities that the seller presented to the buyer in the form of a sample or model;
- if it has the qualities that a purchaser may legitimately expect in the light of public statements made by the seller, the producer or his representative, particularly in advertising or labelling;
2º Or if it has the characteristics defined by mutual agreement between the parties or is suitable for any special use sought by the buyer, brought to the attention of the seller and accepted by the latter.
Article L217-12 of the French Consumer Code
Any action arising from a lack of conformity must be brought within two years of delivery of the goods.
Article 1641 of the French Civil Code.
The seller is liable for any hidden defects in the item sold which render it unfit for its intended use, or which impair this use to such an extent that the buyer would not have purchased it, or would only have paid a lower price for it, had he been aware of them.
Article 1648 paragraph 1 of the French Civil Code
The action resulting from redhibitory defects must be brought by the purchaser within two years of the discovery of the defect.
RETURNS AND CANCELLATION POLICY
To contact us, please follow the steps below:
- Go to our help page by following this link.
- Select the most appropriate question for your request.
- If this question does not answer your request, simply scroll down the page of the same question. At the foot of the page you'll find our telephone number and an "email" button redirecting you to our contact form.
We encourage you to use our contact form to ensure a smooth service for everyone.
We will reply to your emails within 24 hours of receiving your request (counted as a working day), Monday to Friday from 10am to 21pm and Saturday and Sunday from 11am to 6pm.
Our phone line is open Monday to Friday from 10am to 6pm.
Return and cancellation
UNIQLO accepts returns of your online purchases for any product that is returned to us in optimal sales conditions, i.e. clean and unwashed, with its packaging intact and its tags attached with their original link. A return can be made within 30* days of receipt of the parcel (purchased online and delivered to a UNIQLO shop, Relais Colis point or home delivery). For in-store purchases, this 30* day period starts from the date of purchase. Our refunds are made to the original method of payment. Please also read the exact details of our returns policy below in the categories dedicated to the in-store and online returns procedure.
Please note that we do not accept returns for the following products:
- Underwear/swimwear/some indoor clothing/masks for hygiene reasons
- Baby products
- Products whose packaging has been lost, thrown away or damaged
- Dirty or machine-washed products
- Products altered (in UNIQLO shops or by a third party)
With the exception of defective products that could not be exchanged or reimbursed in shop, in accordance with article 1245 of the French Civil Code. Please find details of our terms and conditions for returns specific to defective products in the category below.
In addition, in accordance with Directive 2011/83/EU of 25 October 2011, as transposed in France, you may exercise your right of withdrawal within 14 calendar days from the date of receipt of your order (at home, in a UNIQLO shop or at a relay point). For more information, please read the dedicated category below.
*Please note that products purchased online, regardless of the method of payment or delivery (e.g. payment in shop within one hour of ordering online or delivery in shop as part of a "click and collect" order), cannot be returned in shop but may be exchanged in shop.
Return products directly to the shop
For an order placed online, you may nevertheless exchange an in-store purchase at any UNIQLO shop in France, if and only if your exchange does not include a refund. In other words, the total price of the items you return to the shop must be equal to or less than the total price of the items you wish to exchange.
We do not offer an in-store refund service for purchases made online, even if the online order has been paid for in-store (online purchases can be paid for in-store within one hour of the order being placed).
Please follow these instructions to make a return via your UNIQLO account or Guest account, more information in the following category of our returns policy.
We do, however, offer an in-store exchange service for orders placed online. Visit any UNIQLO shop in France within 30* days of receipt, along with the invoice included in the shipping confirmation email as proof of purchase. We will be able to offer you an exchange if your exchange does not include a refund. In other words, the total amount of the prices of the items you are taking back to the shop must be equal to or less than the total amount of the prices of the items you want to exchange.
You will not be charged for an in-store exchange.
Please note that once an item has been exchanged, we are no longer able to issue a refund.
Product returns by post (for online orders only)
Purchases made in a UNIQLO shop in France must be returned directly to the UNIQLO shop where the purchase was made. For more information, please read the category above.
For all purchases made online, you have a return period of 30* days from the date of receipt of your package (at home, in a UNIQLO shop or at a collection point).
If you wish to return an online order for a refund, you will find below the returns procedure via your UNIQLO account or Guest account. This procedure applies even if the online order was paid for in shop (online purchases can be paid for in shop within one hour of the order being placed). Please note that we do not offer an exchange service by post. To make an exchange on an order placed online, we invite you to read the previous category on in-store returns.
In order to simplify and harmonise returns of orders placed online, please follow these instructions to make a return via your UNIQLO account or Guest account. Visit your order history where you can select the items you wish to return and download the return label (you will be charged €2.95 for this label when your return is processed; this amount will be deducted from the total refund). This platform can only be used to return an order placed online. Please also note that we do not offer a postal exchange service. Here is the procedure to follow:
- First, go to your UNIQLO account or Guest account.
- Visit your order history.
- Select the items you wish to return and tell us why you wish to return them, then complete the next few steps.
- Print out the file generated at the end of the procedure. It has also been sent to you by e-mail and is available to download from the final page of the online procedure.
- Take care to place your items with your returns form in a perfectly packaged parcel.
- Affix your returns label to the now-closed parcel. Make sure that the only address and barcodes visible on the parcel are those on the label you have just stuck on.
- Drop off your parcel at a participating Relais Colis point.
You can also make your return using the postal service of your choice. Please note that our return address is ARVATO distribution GmbH, Schleefstraße 1a, 44287, Dortmund, GERMANY. We will not be responsible for any return shipping costs.
It is essential that you retain your proof of despatch and purchase invoice until your return has been fully refunded. It is your responsibility to retain all proof of return, and to send your items by recorded delivery service or any other means that provides accurate proof of the date of dispatch.
When will I get my money back once I've returned an item?
Please note that we will refund you within 14 (FOURTEEN) calendar days from the date we receive the returned product(s) in our warehouse (please send to the address below).
UNIQLO EUROPE LTD.
c/o Arvato distribution GmbH
Schleefstraße 1a
44287 Dortmund
Deutschland
All refunds made by us will be made on the basis of the method of payment provided at the time of ordering. UNIQLO reserves the right to withhold amounts for products that are found to be damaged on return. You will be refunded the amount you paid for the returned product(s), excluding delivery charges (except standard delivery charges if you exercise your right of withdrawal, as set out in the "Right of Withdrawal" section below) and a €2.95 returns charge.
Promotions and discount coupons
The value of your discount coupon will be divided proportionally between the different items in your order. Please note that when an item is returned from an order for which a discount coupon has been used, the value of the discount coupon will be deducted accordingly from the amount refunded. Please also note that any discount coupon used cannot be used again following the return of the product. To see an example of how using a coupon can affect your refund, please click here.
The return of an order for which you have benefited from free delivery (not supplied in the form of a discount coupon) will have no effect on the amount refunded.
Right of withdrawal
In accordance with Directive 2011/83/EU of 25 October 2011, as transposed in France, you may exercise your right of withdrawal within 14 calendar days of receiving your order and return the products to us without having to give any reason.
You must inform us that you wish to cancel your order by any means and in particular by writing to us at UNIQLO EUROPE LTD, 103-113 Regent Street, London W1B 4HL UK or by completing the cancellation form available here. You can also contact us by visiting our contact form and selecting "Returns" as the first subject of your request and "I wish to cancel my contract" as the second. If you use this option, we will send you an acknowledgement of receipt of your cancellation notification by e-mail as soon as possible.
The date of your notice of withdrawal is the date on which you send your notice to UNIQLO, so it is best to keep a copy of it.
You must also return the products to us by post in their original condition, at your expense and risk, and no later than 14 calendar days following notification of your withdrawal. No refunds will be made in shop if you wish to exercise your right of withdrawal.
Products must not have been used and/or worn and must be returned in or with their original packaging.
Unless otherwise specified, the right of withdrawal does not apply to products that cannot be returned, such as :
- Underwear (men's and women's)
- Swimwear (men's and women's)
- Masks
- Washed or worn garments (with the exception of defective garments)
- Clothing whose packaging has been lost, thrown away or damaged.
- Products retouched (in shop or by a third party)
We will issue your refund as soon as possible and no later than 14 calendar days from the date we are notified of your intention to withdraw, although this period may be extended until the day we receive the returned product(s). All our refunds are made by the same method of payment used at the time of ordering and we reserve the right to deduct from the refund any amount for returned products that are damaged. Under the right of withdrawal, you will be reimbursed for the amount of the products returned, including the amount corresponding to the standard delivery costs, excluding the return costs, which remain at your expense.
Full details of your right of withdrawal and how to exercise it are given in the e-mail confirming dispatch of your order.
Defective products
If you are not satisfied with your online purchase because you consider it to be faulty, please contact us using our contact form (choosing "Products" as the first subject of your request and "My item is faulty" as the second). Please provide us with as many details as possible about the product and the order. You will also be asked to provide photos.
Once we have examined your product and your request, we will inform you of the decision we have taken. If we confirm the defect, we will notify you of your refund by email within a reasonable time for an online order. We will refund you as soon as possible and no later than 14 (fourteen) calendar days from the day we confirm by email that we will refund your faulty product.
If you have made a purchase in shop that you believe to be faulty, we invite you to visit your nearest shop to discuss the problem with our team on the spot. They will examine your product with you and suggest a solution directly.
Products purchased online and returned due to a defect will be refunded in full, including delivery and return costs.
If Uniqlo replaces a defective product with an identical product, you must return your defective product to Uniqlo within 30 (thirty) days.
Defective products must be returned in accordance with the returns rules described above.
Legal guarantee of conformity, articles L. 217-4 et seq. of the Consumer Code and guarantee against hidden defects, articles 1641 et seq. of the Civil Code
All Products are covered by the legal guarantee of conformity set out in articles L. 217-4 et seq. of the French Consumer Code, as well as the guarantee against hidden defects set out in articles 1641 et seq. of the French Civil Code:
Article L217-4 of the French Consumer Code
The seller is obliged to deliver goods that conform to the contract and is liable for any lack of conformity at the time of delivery. He shall also be liable for any lack of conformity resulting from the packaging, the assembly instructions or the installation when the latter was his responsibility under the contract or was carried out under his responsibility.
Article L217-5 of the Consumer Code
The goods conform to the contract:
1º If it is fit for the purpose usually expected of similar goods and, where applicable :
- if it corresponds to the description given by the seller and has the qualities that the seller presented to the buyer in the form of a sample or model;
- if it has the qualities that a purchaser may legitimately expect in the light of public statements made by the seller, the producer or his representative, particularly in advertising or labelling;
2º Or if it has the characteristics defined by mutual agreement between the parties or is suitable for any special use sought by the buyer, brought to the attention of the seller and accepted by the latter.
Article L217-12 of the French Consumer Code
Any action arising from a lack of conformity must be brought within two years of delivery of the goods.
Article 1641 of the French Civil Code.
The seller is liable for any hidden defects in the item sold which render it unfit for its intended use, or which impair this use to such an extent that the buyer would not have purchased it, or would only have paid a lower price for it, had he been aware of them.
Article 1648 paragraph 1 of the French Civil Code
The action resulting from redhibitory defects must be brought by the purchaser within two years of the discovery of the defect.
Contact Us
CHAT SUPPORT
CHAT SUPPORT Operating Hours:
Monday-Friday: 10am-9pm
Saturday-Sunday: 11am-6pm
Closed : Christmas Day and Easter Sunday.
Please note that our CHAT SUPPORT Service will only be available in FRENCH.
Monday-Friday: 10am-9pm
Saturday-Sunday: 11am-6pm
Closed : Christmas Day and Easter Sunday.
Please note that our CHAT SUPPORT Service will only be available in FRENCH.
By Phone
Customer Care Operating hours: Mon-Fri: 10:00-17:30
Closed: Christmas day and Easter Sunday
Closed: Christmas day and Easter Sunday
By Phone
01 84 67 14 05
Customer Care Operating hours: Mon-Fri: 10:00-17:30
Closed: Christmas day and Easter Sunday
Closed: Christmas day and Easter Sunday