Q. What is your online returns policy?
RETURNS AND CANCELLATION POLICY
You can contact us via our FAQ page by clicking here. Please select the question that corresponds to your enquiry and click on it to view the contact form. We will endeavour to reply to you within one working day - Monday to Friday: 10:00-21:00 and Saturday and Sunday: 11:00-18:00. Please note that correspondence by e-mail will be in German.
Nothing in this policy restricts your statutory rights. Your rights under this Returns Policy are in addition to your statutory rights of cancellation as a consumer.
EXCHANGES AND RETURNS OF ITEMS PURCHASED ONLINE
Please keep your invoice. UNIQLO is always happy to accept online returns and refund through the original method of payment, provided the items are returned within 30 days of receipt of the goods and are in a saleable condition (with original packaging and tags).
Please note that the following items cannot be returned or exchanged after the cancellation period has expired:
Items purchased online can be exchanged in our UNIQLO Germany stores, but we do not accept returns (returns) of items purchased online in our stores, this also applies to "Click & Collect" orders. This applies regardless of the payment or delivery method.
FREE EXCHANGE OF ITEMS IN THE STORE
To exchange your items in a store, you must bring the items to a UNIQLO Germany store within 30 days of receipt, regardless of the payment or delivery method. You can find an overview of our stores here: Stores. Please bring your delivery note and the means of payment used for the purchase (credit/debit card) with you for the exchange. Unfortunately, an exchange is not possible without these. There is no charge for exchanging an item in the store.
Please note that once an item has been exchanged, we are no longer able to process a refund for the exchanged item. If you believe your item is faulty or not fit for purpose, please contact our customer service team.
RETURN OF ORDERS BY POST
REFUND
After receiving and checking the returned items, we will refund you the amount paid for these items. You will receive a confirmation email when your refund has been processed and the amount has been credited to your account. Depending on the bank, it may take 3 - 5 working days for this refund to appear in your account. The refund will be made no later than 14 days after the returned products have arrived in our warehouse. The delivery costs will not be refunded.
PROMOTIONS AND 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 (Widerrufsrecht)
WITHDRAWAL POLICY (please note, this only applies to items purchased online)
a. Right of withdrawal
You have the right to withdraw the contract for the purchase of an item ordered from www.UNIQLO.com ("Website") within fourteen days without giving any reason.
The withdrawal period is fourteen (14) days from the day on which you or a third party named by you, who is not the carrier, have taken possession of the goods, if you have ordered one or more goods as part of a single order and the goods are delivered uniformly; or on which you or a third party named by you, who is not the carrier, have taken possession of the last goods. if you have ordered several goods as part of a single order and the goods are delivered separately; or on which you or a third party named by you, who is not the carrier, have taken possession of the last partial consignment or the last piece, if you have ordered goods that are delivered in several partial consignments or pieces.
To exercise your right of withdrawal, you must inform us, UNIQLO EUROPE LTD, 103-113 Regent Street, London, W1B 4HL UK, E-Mail: contactusde@uniqlo.eu by means of a clear statement (e.g. a letter sent by post, fax or e-mail) of your decision to withdraw from this contract. You can use the attached sample cancellation form, but this is not mandatory. You can also electronically complete and submit the model cancellation form or another clear declaration on our website (https://www.uniqlo.com/de/de/cancellation-form). If you make use of this option, we will immediately send you a confirmation of receipt of such a withdrawal (e.g. by e-mail).
To meet the withdrawal deadline, it is sufficient for you to send your notification of exercising your right of cancellation before the cancellation period expires.
b. Consequences of the Withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen (14) days from the day on which we are informed about your decision to withdraw from this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this repayment. We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earliest.
If you return an order that was purchased using a discount code, the minimum order value applicable to the discount code will apply to the refund amount. This means that if the returned items cause the remaining amount to fall below the minimum order value for the discount code, the discounted amount will be deducted from the refund. For example, a €10 discount (with a minimum order value of €60 excluding shipping costs) will be deducted if the returned items cause the order value to fall below €60.
You must return or hand over the goods to UNIQLO EUROPE LTD, c/o arvato distribution GmbH, Schleefstraße 1a, 44287 Dortmund immediately and in any case within fourteen days at the latest from the day on which you inform us of the cancellation of this contract. The deadline is met if you dispatch the goods before the period of fourteen (14) days has expired.
You bear the direct costs of returning the goods. For returns by post, please see above. If you have any further questions, please contact our customer service.
Please note the information under RETURN ORDERS BY POST.
You only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary for checking their condition, properties and functionality.
c. Premature expiry of the right of withdrawal
The right of cancellation expires prematurely for contracts for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery.
For reasons of hygiene, there is no right of cancellation for AIRism masks where the packaging has been opened after receipt of delivery, or for personalised items (e.g. items modified on request).
End of the withdrawal policy.
DEFECTIVE PRODUCT
If you are unhappy with one of your purchases and feel that it is faulty, please get in touch with us via our contact form (select the topic: Product - My product is faulty. Please provide as much information as possible about the product and the order.
If you are a consumer and you return a defective product to us (by post), we will inspect the returned product and notify you of your refund by email within a reasonable period of time. We will process the refund as soon as possible and in any event within 30 (thirty) calendar days from the day we have confirmed to you by email that you are entitled to a refund for the defective product. Products returned by you due to a defect will be refunded in full, including a refund of the shipping costs incurred in sending the item to you and the costs incurred by you in returning the item to us.
You can contact us via our FAQ page by clicking here. Please select the question that corresponds to your enquiry and click on it to view the contact form. We will endeavour to reply to you within one working day - Monday to Friday: 10:00-21:00 and Saturday and Sunday: 11:00-18:00. Please note that correspondence by e-mail will be in German.
Nothing in this policy restricts your statutory rights. Your rights under this Returns Policy are in addition to your statutory rights of cancellation as a consumer.
EXCHANGES AND RETURNS OF ITEMS PURCHASED ONLINE
Please keep your invoice. UNIQLO is always happy to accept online returns and refund through the original method of payment, provided the items are returned within 30 days of receipt of the goods and are in a saleable condition (with original packaging and tags).
Please note that the following items cannot be returned or exchanged after the cancellation period has expired:
- Underwear / innerwear (functional underwear) / swimwear
- AIRism masks for hygienic reasons
- Personalised articles (e.g. alteration articles)
Items purchased online can be exchanged in our UNIQLO Germany stores, but we do not accept returns (returns) of items purchased online in our stores, this also applies to "Click & Collect" orders. This applies regardless of the payment or delivery method.
FREE EXCHANGE OF ITEMS IN THE STORE
To exchange your items in a store, you must bring the items to a UNIQLO Germany store within 30 days of receipt, regardless of the payment or delivery method. You can find an overview of our stores here: Stores. Please bring your delivery note and the means of payment used for the purchase (credit/debit card) with you for the exchange. Unfortunately, an exchange is not possible without these. There is no charge for exchanging an item in the store.
Please note that once an item has been exchanged, we are no longer able to process a refund for the exchanged item. If you believe your item is faulty or not fit for purpose, please contact our customer service team.
RETURN OF ORDERS BY POST
If you would like to return an item purchased online under the voluntary right of return and exchange, 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 and packing slip. The return label is not included in your parcel. Please note that from 1 March 2021, return costs of EUR 2.95 will be deducted from the amount to be refunded for returned online purchases.
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Print out the return slip and place it in the parcel containing the items you wish to return. The item number must correspond to the number shown under the barcode on the item's price tag. The goods must be sent in a securely packaged parcel.
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Attach the returns label securely to the outside of the parcel you wish to return.
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Hand in the parcel at an appropriate (postal) branch.
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Ask the post office for a receipt or proof of posting. You should keep this until you have received your refund. If the parcel is lost, we can unfortunately only provide a refund if we have received proof of posting (this only applies to customers who use our returns label).
Our address for returns is:
UNIQLO EUROPE LTD.
c/o arvato distribution GmbH
Schleefstraße 1a
44287 Dortmund
Germany
Please remember to register the item(s) you wish to return via your UNIQLO account or Guest account.
REFUND
After receiving and checking the returned items, we will refund you the amount paid for these items. You will receive a confirmation email when your refund has been processed and the amount has been credited to your account. Depending on the bank, it may take 3 - 5 working days for this refund to appear in your account. The refund will be made no later than 14 days after the returned products have arrived in our warehouse. The delivery costs will not be refunded.
PROMOTIONS AND 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 (Widerrufsrecht)
WITHDRAWAL POLICY (please note, this only applies to items purchased online)
a. Right of withdrawal
You have the right to withdraw the contract for the purchase of an item ordered from www.UNIQLO.com ("Website") within fourteen days without giving any reason.
The withdrawal period is fourteen (14) days from the day on which you or a third party named by you, who is not the carrier, have taken possession of the goods, if you have ordered one or more goods as part of a single order and the goods are delivered uniformly; or on which you or a third party named by you, who is not the carrier, have taken possession of the last goods. if you have ordered several goods as part of a single order and the goods are delivered separately; or on which you or a third party named by you, who is not the carrier, have taken possession of the last partial consignment or the last piece, if you have ordered goods that are delivered in several partial consignments or pieces.
To exercise your right of withdrawal, you must inform us, UNIQLO EUROPE LTD, 103-113 Regent Street, London, W1B 4HL UK, E-Mail: contactusde@uniqlo.eu by means of a clear statement (e.g. a letter sent by post, fax or e-mail) of your decision to withdraw from this contract. You can use the attached sample cancellation form, but this is not mandatory. You can also electronically complete and submit the model cancellation form or another clear declaration on our website (https://www.uniqlo.com/de/de/cancellation-form). If you make use of this option, we will immediately send you a confirmation of receipt of such a withdrawal (e.g. by e-mail).
To meet the withdrawal deadline, it is sufficient for you to send your notification of exercising your right of cancellation before the cancellation period expires.
b. Consequences of the Withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen (14) days from the day on which we are informed about your decision to withdraw from this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged any fees for this repayment. We may withhold the refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is the earliest.
If you return an order that was purchased using a discount code, the minimum order value applicable to the discount code will apply to the refund amount. This means that if the returned items cause the remaining amount to fall below the minimum order value for the discount code, the discounted amount will be deducted from the refund. For example, a €10 discount (with a minimum order value of €60 excluding shipping costs) will be deducted if the returned items cause the order value to fall below €60.
You must return or hand over the goods to UNIQLO EUROPE LTD, c/o arvato distribution GmbH, Schleefstraße 1a, 44287 Dortmund immediately and in any case within fourteen days at the latest from the day on which you inform us of the cancellation of this contract. The deadline is met if you dispatch the goods before the period of fourteen (14) days has expired.
You bear the direct costs of returning the goods. For returns by post, please see above. If you have any further questions, please contact our customer service.
If you would like to return an item purchased online by post following a cancellation, please follow these instructions to make a return via your UNIQLO account or Guest account. In your order history, you can select the items you wish to return and download the return label and packing slip. The return label is not included in your parcel. You can find your UNIQLO account or Guest account here.
Please note the information under RETURN ORDERS BY POST.
You only have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary for checking their condition, properties and functionality.
c. Premature expiry of the right of withdrawal
The right of cancellation expires prematurely for contracts for the delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery.
For reasons of hygiene, there is no right of cancellation for AIRism masks where the packaging has been opened after receipt of delivery, or for personalised items (e.g. items modified on request).
End of the withdrawal policy.
DEFECTIVE PRODUCT
If you are unhappy with one of your purchases and feel that it is faulty, please get in touch with us via our contact form (select the topic: Product - My product is faulty. Please provide as much information as possible about the product and the order.
If you are a consumer and you return a defective product to us (by post), we will inspect the returned product and notify you of your refund by email within a reasonable period of time. We will process the refund as soon as possible and in any event within 30 (thirty) calendar days from the day we have confirmed to you by email that you are entitled to a refund for the defective product. Products returned by you due to a defect will be refunded in full, including a refund of the shipping costs incurred in sending the item to you and the costs incurred by you in returning the item to us.
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 GERMAN.
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 GERMAN.
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
030 255 585 838
Customer Care Operating hours: Mon-Fri: 10:00-17:30
Closed: Christmas day and Easter Sunday
Closed: Christmas day and Easter Sunday