How can we help?

Your return will first be routed to the Mondial Relay distribution centre in Réau, then delivered to our warehouse in Germany.

*Please note that there will be no tracking between the Mondial Relay distribution centre in Réau and our warehouse in Germany. This transfer may take approximately 3 days or more.*

*If the status of your returned parcel shows “Delivered”, it means it has arrived at the Mondial Relay distribution centre in Réau. Please allow around 3 days or more for the parcel to reach our warehouse in Germany.*

Once your return has been received at our warehouse in Germany, your refund will be processed within 14 calendar days after receipt.

You will receive a refund confirmation email once your refund has been processed.

The refund will be processed and completed within 3-7 business days, depending on the processes at your bank or credit card company.

If by credit/debit card, please allow up to 3-5 business days from receipt of confirmation email.
If by PayPal, allow up 24 hours for the funds to show in your account.

※Please ensure that you retrieve your proof of return.

It is essential for our Customer Service team to track your return.

Frequently Asked Questions

Q: I dropped off the return parcel at the Point Relais® | Lockers Mondial Relay several days ago. Have you received it yet? 

A: For orders placed on or after 24 July 2025, returns will be handled by our new carrier Mondial Relay. 

• Click here to track your return with Mondial Relay. You will need to enter the 8-digit shipment number that was sent to you in your ‘Pick up your parcel’ email. 
• Or download the free Mondial Relay application for simplified tracking: 
• Track your parcels in real time: Enter your shipment number to track each stage of your delivery. 
  • Rename your parcels: Give your shipments a personalised name (e.g. ‘Gift for Mum’) to make them easier to find. 
  • Receive real-time notifications: Be informed every time there's an update (pick-up, delivery in progress, parcel arrived). 
  • Quick access to the nearest Points Relais® and Lockers to pick up or drop off your parcels. 

⚠️ In light of the many fraudulent text messages and emails currently circulating, we recommend that you download the Mondial Relay application and accept the notifications. This will ensure that you have access to all the information relating to your parcels on the app and that you receive notifications from Mondial Relay. ⚠️ 

 

Q: The tracking shows that UNIQLO has already received my return parcel, why has my refund not been processed yet?

A: Your return will first be sent to the Mondial Relay distribution centre in Réau, then delivered to our warehouse in Germany.

Please note that there will be no tracking between the Mondial Relay distribution centre in Réau and our warehouse in Germany. This transfer may take about 3 days or more.

If the status of your returned parcel shows “Delivered,” it means it has arrived at the Mondial Relay distribution centre in Réau. Please allow about 3 days or more for the parcel to reach our warehouse in Germany.

Our team will then process your refund within 14 calendar days from the date your parcel is received by our warehouse. Once the processing is complete, you will receive a refund confirmation email.

Q: I have received the refund confirmation email, why is the refund still not reflected in my account?

A: Upon receipt of the refund confirmation e-mail, it takes 3-7 business days (depending on the original payment method) for the refund to be visible in your account.

Q: It has been more than 14 calendar days since the return parcel was delivered to your warehouse, however the refund has not been processed yet.

A: We are sorry for the inconvenience this may cause. Please contact our customer service team during business hours, or send us the following information via e-mail, we will get back to you within 24 hours.

Information required:

1) Order number

2) Tracking number of your return parcel.

3) Proof of return via Mondial Relay: Either the confirmation email sent by Mondial Relay or the return proof available through the Mondial Relay app.

Important: A screenshot of the tracking or an email from UNIQLO acknowledging receipt is not accepted as proof of return.