What is your online returns policy?

Page last edited on 28th July 2026


RETURNS POLICY

Would you like to return an item? For step-by-step instructions on returning your online order, please see our guide “Online orders: How to return items”. If you made your purchase in a store, you may return the item to any UNIQLO Germany store. For further information, please see “In-store purchases > Returns and exchanges”. If you need further assistance after reading the FAQs, please contact us via our FAQ page by clicking here.

Please locate and click on the question that matches your query to view our contact form. Once submitted, we will aim to respond to you within one working day. Our customer service team is available on Monday to Friday (10am-9pm) and Saturday-Sunday (11am-6pm) and can be contacted during these times here.

Please note, all of our e-mails are conducted in Germany and/or English

Nothing in this policy limits your statutory rights. Your rights under this Online Returns Policy apply in addition to your statutory cancellation rights as a consumer.


RETURN CONDITIONS

Please keep your invoice, as it may be requested for online returns.

UNIQLO is happy to accept online returns for all items to the original payment method, provided the items are unwashed, unworn and in their original condition, and all packaging, labels, tags and/or accessories (for example, inner linings or spare buttons) are intact and undamaged. Returns must be made within 30 days of receiving a product ordered via our website. If a returned item does not meet our return conditions, we reserve the right to refuse a refund.

Please note that the following items cannot be returned:

1) Underwear, lingerie and socks for hygiene reasons
2) Personalised items (e.g. altered items, UTme or RE.UNIQLO)
3) Gift cards

Exceptions may be made for items that are considered faulty and cannot be repaired or replaced.

Returned items remain your responsibility until they reach us, so please ensure you obtain proof of postage when returning an item. Also, they should be packed securely so that they are not damaged on the way. We may reduce or refuse a refund for change-of-mind returns if the item is returned damaged due to inadequate packaging.

We are not responsible for any items returned to us by mistake. If we are able to locate such items, we may contact you to arrange their return and reserve the right to require payment of any applicable delivery costs before sending them back.

*Please note that items ordered online, regardless of payment or delivery method (except for Pay in Store), cannot be returned to our stores, however we’re more than happy to exchange your item(s) in store.


FREE EXCHANGE IN STORE

Items purchased online can be exchanged in UNIQLO stores in Germany. We do not accept returns of items purchased online, regardless of the payment or delivery method (except for “Pay in store”). If you would like to return your online order and receive a refund, please read the “Returns” section and follow the steps described here.

To exchange 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 payment method used for the purchase (credit/debit card) with you for the exchange. Unfortunately, an exchange is not possible without these. There is no fee for exchanging an item in store.

Please note: once an item has been exchanged, we can no longer issue a refund for that item, unless it is faulty.


RETURNING ORDERS BY POST
 
If you would like to return items purchased online under the voluntary returns and exchange right, please follow these instructions to make a return via your UNIQLO account or guest account. Go to your purchase history, where you can select the items you would like to return, and download the return label. The return label is not included in your parcel.

Option 1 – UNIQLO return label (A return fee of EUR 2.95 will be deducted from the refund amount for returned online purchases):
 

• Complete the return process by logging into your UNIQLO account or guest account, and print the label generated after the process is complete.
• Make sure the goods are sent securely in a well-sealed parcel.
• Attach the return label securely to the outside of the parcel you wish to return.
• Drop off the parcel at a suitable post office or parcel shop. Ask for a receipt or proof of posting. Keep this until you have received your refund. Unfortunately, we can only issue a refund for a lost return once we have received proof of postage. *This applies only to customers using our return label.

 
Option 2 – Carrier of your choice.

As an alternative to Option 1, you may use a carrier of your choice.

In this case, the return fee of EUR 2.95 will not be deducted from the refund amount. However, you will bear the costs incurred for returning the item with another carrier yourself.
 

• Complete the return process via your UNIQLO account or guest account.
• Include the return note/delivery note in your parcel (the sheet containing details such as your name, order number and the item numbers of the items you would like to return).
• Make sure the goods are sent securely in a well-sealed parcel.
• The return should be sent to the following address: UNIQLO – Arvato Distribution GmbH, Schleefstraße 1a, 44287 Dortmund, Germany
• Take the parcel (with the enclosed return note) to a post office or carrier. Ask the post office or carrier for proof of postage. Keep this until you have received your refund.

Please remember to register the items you wish to return via your UNIQLO account or guest account.

It is your responsibility to keep all return documentation and ensure that the items returned to us can be tracked.


WHEN DO I GET MY REFUND ONCE I HAVE RETURNED AN ITEM?

We will refund the purchase price within 14 (fourteen) calendar days from the date on which the returned items have been received at our warehouse below and checked by us:

UNIQLO – Arvato Distribution GmbH, Schleefstraße 1a, 44287 Dortmund, Germany

If we have not received the returned items, we may ask you for reasonable evidence that the items were returned to us, for example tracking information from the carrier or confirmation of drop-off. If you cannot provide proof of return and the returned items do not arrive with us, we reserve the right to withhold or refuse the refund.

Any refunds will be made using the payment method you specified when placing your order. UNIQLO reserves the right to withhold amounts for products that are damaged on return. You will be refunded the amount you paid for the returned products, less any return costs (EUR 2.95 if the return label is used). In other words, we will refund the cost of the products, but not the return costs.

Refunds will only be issued for items purchased directly from UNIQLO and returned in accordance with our return conditions. If an item returned to us was not purchased from UNIQLO, does not correspond to the original order or is otherwise not eligible for return under our return conditions, we reserve the right to refuse a refund. If an item not from UNIQLO or an incorrect item is returned, we may contact you to arrange the return of the item at your expense. If we do not receive instructions from you within a reasonable period, or if return is not possible (for example due to the condition or value of the item), we may recycle, donate, or dispose of the item as appropriate.


PROMOTIONS AND DISCOUNT COUPONS

If you used a voucher, the value of your voucher will be allocated proportionately across all items in your order. When returning an item from an order for which a voucher was used, the voucher value will be deducted. Please note that the voucher cannot be used again. To see an example of how using a voucher may affect your refund, please click here.

Returning an order for which you benefited from free delivery (not obtained by using a voucher) will not affect the refund amount.


RIGHT OF WITHDRAWAL FOR EU CUSTOMERS

You have the right to withdraw from the contract for items ordered online at www.UNIQLO.com (“Website”) within fourteen calendar days without giving any reason. For further information on the right of cancellation, please refer to section XIII of the Terms and Conditions.


DEFECTIVE PRODUCTS

You have the right to return products that are deemed to be defective and/or non-conforming.

If you return a defective Product within the return period (30 (thirty) days from delivery), please use the same method by which it was purchased, following the “How to Make a Return” section above.

If you wish to return a defective Product after the return period (30 days from the delivery date) has expired, please contact our Customer Service team through the “Contact Us” page. They will be happy to assist you with the next steps to process the return. Please provide as much information as possible concerning the Product deemed to be defective and the order.

If you return a defective Product to us (which must be by post) we will examine the returned Product and will notify you of your refund via e-mail within a reasonable period of time.

We will issue the refund for a faulty item without undue delay and in any event no later than 14 (fourteen) calendar days from the day on which we receive the returned Product(s) or, if earlier, within 14 (fourteen) calendar days from the day on which you provide proof of return of the Product(s).

Products returned by you that are deemed to be defective will be refunded in full, including a refund of the delivery charges for sending the Product(s) to you and the cost incurred by you in returning the Product to us.

The rights provided under the legal guarantee of conformity are in addition to, and do not replace, the right of withdrawal and the other protection recognized by the applicable law.