What is your online returns policy?

Page last edited on 23 July 2026


RETURNS AND EXCHANGES POLICY

 If you need assistance, you can contact our Customer Service through the FAQ section here. 

Click on the question that corresponds to your request to view the contact form. We will try to respond to you within the next working day. Our Customer Service is also available via live chat from Monday to Friday from 10 am to 9 pm and on Saturday and Sunday from 11 am to 6 pm. and can be contacted during these hours. 

We are also happy to assist you in languages other than Italian (such as English, for example).

This policy does not limit your statutory rights (Consumer Code, Italian Legislative Decree 206/2005).


RETURN CONDITIONS

Please keep your proof of purchase (invoice or fiscal receipt), as it may be requested for online returns.

You can return items purchased online within 30 days of delivery, as specified below.

To be accepted, returns must meet all of the following conditions:
 

• items unused and unwashed,
• in their original condition,
• with tags and labels intact and attached,
• with all accessories present (e.g. inner layers or spare buttons).

The following items cannot be returned: innerwear, underwear and swimwear, for hygiene reasons; personalised items (for example items with alterations, UTme! items or items with RE.UNIQLO personalisation); gift cards.

Furthermore, Products that, by their nature, cannot be returned or are liable to deteriorate or expire rapidly (for example, food, plants, etc.) cannot be returned. The warranty remains valid for Products deemed defective or non-compliant that cannot be repaired or replaced. Please refer to the Defective Products section below.

If a returned item does not not meet the return conditions set out above, we reserve the right to refuse a refund. This does not affect your statutory rights.

Returned items remain your responsibility until they reach us, so please ensure you obtain proof of postage and pack the items securely so that are not damaged in transit.  We might apply a deduction from the refund corresponding to any loss in value of the item caused by inadequate packaging or by handling beyond what is necessary to establish its nature, characteristics and functioning.

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 returning them.

Products purchased online cannot be returned in store, regardless of the payment or delivery method (e.g. Pay in Store, Click & Collect, etc.). However, we will be happy to offer a free in-store exchange under the conditions set out below. 


FREE IN-STORE EXCHANGES (FOR IN-STORE AND ONLINE PURCHASES)

You can make a free in-store exchange, both for online orders and in-store purchases, within 30 (thirty) days of receiving or collecting the Products, at one of the UNIQLO stores in Italy.

Please make sure you bring your proof of purchase (invoice or fiscal receipt) along with the Products complete with their packaging and with tags and labels intact and attached. Without them, it will not be possible to complete the exchange.

Purchases made in a UNIQLO store in Italy must be returned directly to the UNIQLO store where they were made.

Online orders containing Princesse tam tam or Comptoir des Cotonniers Products cannot be exchanged in store. This is because these are collections available exclusively online. If you have purchased Products from these collections that you do not wish to keep, you must make a return by following the instructions in the next section.

The total price of the Products you bring to the store must be equal to or lower than the total price of the Products you wish to exchange them for.

You will not be charged for exchanging a Product in-store.

Please note that once you have exchanged a Product, it will no longer be possible to process a return for the same Product, except in the case of a defective or non-compliant Product.

We do not, however, offer an in-store return service for purchases made online, even if the online order was paid for in store via Pay in Store. If you wish to return an order placed online and obtain a refund, please refer to the Returns section and follow the procedure indicated.


HOW TO MAKE A RETURN 

Below is the return procedure through your own UNIQLO account or guest account (even if the online order was paid for in store: online purchases can be paid for in store within one hour of placing the order). Please note that we do not offer a postal exchange service.

Option 1 – UNIQLO label (recommended)

Instructions:
 

• Log in to your UNIQLO account or guest account.
• Complete the return process by following these instructions and print the label generated at the end of the process.
• Print the return label and attach it to your package. It is not necessary to include a return form or note inside the package.
• Ensure that the Product(s) are placed in a securely packaged parcel.
• Drop off your parcel at a BRT-Fermopoint collection point. For more information, please visit the official website: www.brt.it/brt-fermopoint.
• Keep the shipping receipt until you receive your refund. Please note that we can only refund you for a lost return after reviewing the shipping receipt.
• A flat rate of €2.95, as return shipping cost, will be deducted from the total refund due.

Option 2 - Courier of your choice

As an alternative to Option 1, you can also return via a courier of your choice. In this case, you will not have to register the return on our portal and will not be charged the flat rate of €2.95, but you will have to cover the return shipping costs.

Instructions:
 

• Follow the instructions on this page and print the file generated at the end of the process.
• Inside the package, include a return note indicating: your name, the order number, and the SKU code of the Product you wish to return.
• Ensure that the package is securely packed.
• Send the package to the following address: UNIQLO EUROPE LTD. – c/o Arvato distribution GmbH, Schleefstraße 1a, 44287 – Dortmund, Germany.
• Take the package to a post office or to a courier.

Make sure you obtain a return shipping receipt and a tracking number. Keep them until you receive your refund. It will be your full responsibility to retain all documentation relating to returns and to ensure that they can be traced. Please note that we can only refund you for a lost return after reviewing the shipping receipt.


WHEN WILL I GET MY REFUND? 

We will process the refund due to you as soon as possible and, in any case within 14 (fourteen) calendar days of the day we confirm to you via email that you are entitled to a refund for the Product.

The refund will be made through the payment method used for the order.

You will be refunded the amount paid for the returned Products, less a return shipping cost (€2.95) if you choose Option 1 – UNIQLO label. In other words, you will be refunded the price but not the costs incurred for shipping the returns.

UNIQLO reserves the right to withhold amounts for Products that are damaged upon return.


PROMOTIONAL CODES AND DISCOUNT COUPONS

The value of the discount coupon will be allocated proportionally among the various Products in your order. Please note that, in the event of a return of a Product purchased using a discount coupon, only the portion of the discount coupon corresponding to the Product(s) returned will be deducted from the refund. Furthermore, the discount coupon used cannot be reused after the return of the Product.

In the event of a return of a Product that has benefited from free delivery (but not because of a discount coupon), you will not be charged for shipping.

To see an example of how the use of a discount coupon may affect the refund, click here.


RIGHT OF WITHDRAWAL FOR EU CUSTOMERS

Pursuant to Articles 52 et seq. of the Consumer Code, you have the right to withdraw from the contract within 14 calendar days of receipt of the Products, without having to provide any reason, by returning them at home, or at a participating collection point.

In addition to the right of withdrawal recognized by law under the preceding paragraph, UNIQLO grants you the right to return the Products within 30 calendar days of receipt of the Products, in accordance with the conditions set out in our Returns Policy.

Withdrawal must be communicated by a clear and unequivocal statement, by one of the following means:
 

• by writing to UNIQLO EUROPE LTD (Customer Service), 103-113 Regent Street, London, W1B 4HL (United Kingdom);
• by completing the “Withdrawal Form” set out below;
• by using the “Withdraw from the contract” function available in the footer of the Site; or
• through the “Contact Us” page, selecting “Returns and Exchanges” in the “Request Category 1” section, indicating “I wish to withdraw from the contract” in the “Content of the request” field.

For the purposes of compliance with the time limit, the date of dispatch of the communication is what counts, and it is recommended that a copy thereof be retained.


EFFECTS OF WITHDRAWAL

Following the return of the Product within the period indicated above and verification by UNIQLO of its eligibility for return, we will send you an email confirming acceptance of the return. We will then refund you all payments received, including delivery costs (except for additional costs resulting from the choice of a type of delivery other than the standard delivery offered by us), minus only a fixed flat rate cost for the return, as indicated above.

We will make a deduction from the refund in the event of loss of value of the returned Product, if such loss was caused by unnecessary handling of the Product by you.

We will process the refund due to you as soon as possible and, in any case, within 14 (fourteen) calendar days of the day we confirm to you via email that you are entitled to a refund for the Product.

The refund will be made using the same payment method used for the purchase, unless you have expressly requested otherwise; in any case, you will not have to pay any costs for the refund.

We may withhold the refund until we have received the Product(s) or until you have provided proof of having sent back the Product(s), whichever is the earliest.

The 14 (fourteen) calendar day deadline for exercising the statutory right of withdrawal is respected if, within that period, you have sent the return or communicated by post your intention to withdraw from the contract. In addition to the statutory withdrawal, UNIQLO grants you an extended period of 30 (thirty) calendar days to return the Products in accordance with this Return Policy.

It is essential that you take reasonable care of the Product(s) while they are in your possession, as you may be liable for any diminution in value of the Product(s) resulting from handling other than that necessary to establish the nature, characteristics, and functioning of the Product(s).

Full details of your statutory right of withdrawal, and an explanation of how to exercise it, are provided in the shipping confirmation email.


DEFECTIVE PRODUCTS

In the event of a Product by post that you consider defective and/or non-conforming, we will examine it and, as soon as possible, send you an email confirming acceptance of the return.

We will then process your refund without delay and, in any event, within 14 (fourteen) calendar days from the date of that confirmation email.

Defective Products are refunded in full, including both the cost of delivering the Product to you and the cost you incurred in returning it to UNIQLO.

If you return a defective Product within the return period (30 (thirty) days from delivery), please follow the instructions present in 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.

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 law.