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RETURNS AND EXCHANGES POLICY 

If you need assistance, you can contact us by visiting the Frequently Asked Questions (FAQ) page 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. 

Please note that this policy does not affect your rights under the law. Specifically, the rights provided for in this policy are in addition to the rights of withdrawal provided for by the Consumer Code (Italian Legislative Decree 206/2005 and subsequent amendments). 


FREE IN-STORE RETURNS (ONLY FOR IN-STORE PURCHASES) 

UNIQLO accepts returns (with some exceptions as listed below) provided that Products are returned in resalable condition (with the original packaging, tags, and/or labels). 

You can make a return within 30 days of receiving the Product (purchased on the UNIQLO website and delivered to a UNIQLO store, a collection point, or to your home). 

UNIQLO will process the refund via the same payment method used for the purchase. 

Please note, however, that the following Products cannot be returned: 
 

• Underwear, lingerie, swimwear, and masks, for hygiene reasons. 
• Products that have undergone modifications or customisations, including those customised after purchase, even by third parties. 

The warranty remains valid for Products deemed defective or non-compliant, and which cannot be repaired or replaced. For more information, please see the 'Defective Products section below. 

Please also note that you cannot return Products purchased on the UNIQLO website in a UNIQLO store, regardless of the payment or delivery method (e.g. Pay in Store, Click & Collect, etc.). However, we will be happy to perform an in-store exchange for Products purchased online under the conditions set out below. 


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

In UNIQLO Italy stores returns of Products purchased on the UNIQLO website are not accepted, regardless of the payment or delivery method (for example, Pay In Store, Click & Collect, etc.). However, it is possible to make an exchange, both for purchases made online and in-store, *with the sole exception of online orders that contain Princesse tam tam and/or Comptoir des Cotonniers Products. 

This is because these Products are available exclusively online. If you have purchased Products from these collections that you wish to return, please follow the instructions in the ‘RETURNS VIA POST (ONLY FOR ONLINE PURCHASES)’ section. 

To make an in-store exchange of an order placed on the Site, you must bring your Products to one of our UNIQLO stores in Italy within 30 (thirty) days of receiving or collecting the Products. Please make sure you bring the original receipt (fiscal receipt) with you along with the Products complete with original packaging, tags, and/or labels, as without them it will not be possible to complete the exchange. 

An exchange is only possible if the total price of the Products you wish to exchange is equal to or less than the total price of the Products you wish to exchange 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 case of a defective or non-compliant Product. 


RETURNS VIA POST (ONLY FOR ONLINE PURCHASES) 

Products purchased in a UNIQLO store in Italy must be returned directly to the UNIQLO store where they were purchased. 

For purchases made on the UNIQLO website, the return period is 30 (thirty) days from the date of receipt of the order (whether received at home, or collected from a UNIQLO store or collection point). 

Please note that we do not offer a postal exchange service. 

To exchange an order placed online, please refer to the previous category on in-store exchanges. 

Please note that for online purchases that are returned, the return fee of 2,95 € will be deducted from the amount to be refunded. 

Please follow the instructions below to make a return through your UNIQLO account or the guest account. 

Please visit the "Order History" section to select the Products to return, and proceed to download the return label and the shipping document.  

We therefore invite you to log in to your account to register the return. Once all the steps are completed, a voucher and a return label will be generated (the label will cost 2,95 € and this amount will be deducted from the total refund). Please note that this platform can only be used for returns of online orders. The procedure to follow is the one illustrated below. 


Option 1: print returns label and drop off 

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 package. 
• Drop off the package at a UPS Collection Point. 
• 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. 
• Please note that a flat rate of 2,95 € will be deducted from the total refund due. 

Option 2: return with a courier of your choice  

As an alternative to using a print-at-home returns label, 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: 

• Complete the return process on this page and print the file generated at the end of the process. 
• Inside the package, include a note with the following information so that our warehouse team can process the return correctly: your full name, order number, and the code of the Product you wish to return. 
• Please ensure that the Product(s) are packaged and securely packed. 
• Returns should be sent to the following address: UNIQLO EUROPE LTD. – c/o Arvato distribution GmbH, Schleefstraße 1a, 44287 – Dortmund, Germany. 
• Take the package (with the return note attached) to a post office or courier. Make sure you obtain a return shipping receipt and tracking number. Please keep these until you receive your refund. Please note that we can only refund you for a lost return after reviewing the shipping receipt. *This only applies to customers using our return label. 

It will be your full responsibility to retain all documentation relating to returns and ensure that they can be traced. 


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

The refund will be made within 14 (fourteen) calendar days from the date of receipt of the returned Product(s) at our warehouses. 

Any refund will be made through the payment method used at the time of ordering. UNIQLO reserves the right to withhold amounts for Products that are damaged upon return. 

You will be refunded the amount paid for the returned Product(s), less any return shipping costs (2,95 € for the return label option). In other words, you will be refunded the price of the returned Product(s) but not the costs incurred for shipping the return(s). 


PROMOTIONS AND DISCOUNT COUPONS 

The value of your discount coupon will be divided proportionally between the different Products in your order. Please note that, in the event of a return of a Product purchased using a discount coupon, the value of the discount coupon will be subtracted from the total amount of the refund. 

Furthermore, the discount coupon used cannot be reused after the return of the Product. To see an example of how the use of a discount coupon may affect the refund, click here. 

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


CANCELLATION RIGHTS FOR EU CUSTOMERS 

You have the right to withdraw from the contract at any time within 30 (thirty) calendar days, starting from the day of receipt of the Product(s), without any penalty and without specifying the reason. After this period, returns will no longer be accepted. 

Within the above-mentioned deadline, you can use the withdrawal form available here. Otherwise, you can notify us of your withdrawal by visiting this page and filling out the web form (choose the topic “Returns and exchanges”). If you use this option, we will provide you with a confirmation of receipt by email as soon as possible. 

Alternatively, within the above-mentioned deadline, you can exercise your withdrawal by sending, by post, a communication in which this intention is clearly expressed, to the following address: UNIQLO EUROPE LTD, 103-113 Regent Street, London, W1B 4HL UK. 

The 30 (thirty) day deadline is respected if you have sent such communication within that period. 

 
EFFECTS OF CANCELLATION 

Following the return of the Product within the above-mentioned period and UNIQLO has verified 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 make the refund without undue delay, and in any event no later than: 

• 14 (fourteen) calendar days from the day we receive the returned Product; or 
• If earlier, 14 (fourteen) calendar days from the day you provide evidence of having returned the Product(s); or 
• If no Products have been returned, 14 (fourteen) calendar days from the day we were informed of your decision to withdraw from the contract. 

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. 

You must return the Products to UNIQLO - Arvato distribution GmbH, Schleefstraße 1a, 44287, Dortmund, Germany, without undue delay and in any case no later than 14 (fourteen) calendar days from the day on which you communicated your withdrawal from the contract to us. 

The deadline of 30 (thirty) calendar days for exercising the 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. 

It is not possible to return the Products to our stores if you wish to withdraw from the contract. 

You will have to bear the direct cost of returning the Product(s), as set out in the preceding paragraphs. 

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

For hygiene reasons, the following Products cannot be returned unless they are faulty: 

• Underwear (men and women) 
• Underwear (men and women) 
• Swimwear (men and women). 

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, unless the Product is faulty. 

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 being returned by post that is found to be defective and/or not of the promised quality, we will examine the returned Product and send you an email confirming acceptance of the return within a reasonable time. 

We will process the refund as soon as possible and, in any case, within 14 (fourteen) calendar days from the day of confirmation of acceptance of the return by email. 

Products returned because they are defective will be refunded in full, including the refund of shipping costs for sending the Product to you and the cost incurred by you for returning the Product to UNIQLO.