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Q. What changes are UNIQLO Australia introducing due to COVID-19?

To our Customers and Community,

Our UNIQLO stores in New South Wales, Western Australia and Queensland are currently open, UNIQLO continues to operate in accordance with the government's health and safety advice and the team is committed to playing our part to curb the spread of COVID-19.

A notice for our Victorian customers
As the Victorian Government has introduced Stage 4 restrictions, our stores in Victoria will temporarily close from Thursday, 6 August 2020 until further notice. During the temporary closure, we will continue to work closely with the Victorian Government and public health officials on any updates to the restrictions as well as health and safety guidelines, and keep you informed as best as we can. Do note that with restrictions in place, deliveries to Victorians may take slightly longer, please allow for an additional 10 business days for your order to arrive and thank you for your patience. 


We have taken several precautionary measures including the below to ensure our stores are safe, hygienic environments for everyone. The health and safety of our team, customers and the community is our first priority.

User-added image
As it is important to us that we provide ongoing support to the Australian community wherever possible, we have donated over 500,000 masks to several local not-for-profit organisations to help them in their vital role to combat COVID-19. For more on UNIQLO’s global efforts, click here.

We would like to thank you once again for supporting us during this difficult period. 

The UNIQLO Australia Team

If you have any further questions on UNIQLO’s response to this evolving situation, please see our FAQs below.


EXTENDED RETURN & EXCHANGE POLICY

Q. Is there an extended returns policy in Victoria with restriction being reintroduced?

As we understand many of our customers in Victoria may not wish to come into our stores during this period, we are extending our return policy where: 

-    In store and online purchases made from 1st June will have a 30 day extension from the day lockdown restrictions in Victoria lift 

If you have any concerns returning your order throughout this time frame, please reach out to our Customer Care team as we will be happy to assist you further.  

All other terms and conditions included in our returns policy remain unchanged during this period.

STORES 

Q. When will VIC stores be reopening?  

We currently do not have a scheduled reopening date for our stores, however we are continuously monitoring the situation and will keep you updated once we have further information. We look forward to having you back in our stores as soon as it is advisable to reopen. 

Q. I'm a VIC customer, how do I return my in store purchase now that the stores have closed?

Unfortunately we are unable to accept returns or exchanges for any in store purchases via postal mail. However not to worry, we will be extending our returns policy for Victorian customers whilst our stores are closed, once stores re-open you will be able to come to store to return or exchange your product. Please see our extended return policy below for further details.

Q. What will happen to my alterations that are in a VIC store? 

Your altered products will be kept safely in store until we re-open. We will update this FAQ page as soon as we have more information. You can also reach out to our Customer Care team with your alteration details and we can notify you once your local store has reopened.

Q. What measures are put in place to ensure customers and staff safety?

As our main priority is to provide a clean and safe environment for everyone, we are implementing the below precautionary measures in stores as guided by advice from the government and public health officials:
-    We’re limiting the number of people in our stores to allow customers a safe distance to shop and also;
-    Limiting the capacity in our fitting rooms
-    We’re providing hand sanitisers for customers at the entrances of our stores
-    We’re regularly cleaning and disinfecting high touch areas and items such as our shopping baskets and fitting rooms
-    We’re encouraging customers to stay at a safe distance by maintaining at least 1.5m apart when in store
-    We’ve placed floor markers to guide social distancing
-    While alteration services are still available, our team will guide customers through the measuring process to minimise physical contact
-    We’re requesting that customers bag their purchases at checkout if they are using their own reusable bag
-    We’re encouraging cashless payment to limit personal contact


Q. I purchased items online, can I take my online item in to store for an exchange or refund?

Yes, online purchases can also be returned or exchanged at any of our NSW, WA, and QLD stores. Please ensure you bring your proof of purchase with you.

Q. Will you still offer an alteration service?

Yes, we will still offer an in store alteration service in our NSW, WA, and QLD. However. we have implemented some changes to this process to ensure the safety of our staff and customers.


DELIVERY TIME FRAMES

Q. Are there currently any changes to the usual delivery time frames?

Due to the ongoing COVID-19 situation, there may be some delays to the deliveries of our online orders. It is recommended to allow an extra 5-10 business days after the estimated delivery date for your parcel to arrive which allows for any unexpected delays.

If you have still not received your parcel after this period, please get in touch with our friendly Customer Care team

Currently we will not have an Express Post option available due to these delays.


NEW DELIVERY METHOD

Q. How will the new delivery method work?

To practice social distancing, our delivery partner will temporarily not require a physical signature from the recipient. What this means is, the delivery person will knock or ring the bell at your delivery address, place the goods on the ground close to your door and step away.

Should you be present at the delivery address:
-    The delivery person, who will be standing at a safe distance, will now have the authority to verbally confirm the full name of the customer (noted on the package) , without the physical signature usually required.

Should you not be present at the delivery address:
-    As per usual operating procedure, the delivery person will consider whether there is a safe area to leave the goods and if so, authority to leave (ATL) will apply and no name or signature will be obtained
o    If the goods are left in a safe area, the delivery person will do their best to make a note of the location or take a picture as proof of delivery.
o    If the delivery person does not deem it a safe area, a card will be left to notify the customer that there was an attempted delivery and the goods will be taken to a local post office for collection by the customer.

Q. What would be considered a safe area to leave goods?

A safe area is defined as a location out of the elements, out of view of the public and not on a thoroughfare.

Q. Can I request for the goods to be delivered at a post office instead?

Yes, you can. Sign up to MyPost and once your account is up and running, input your tracking code and this will provide you the ability to reroute your order to a new address or post office for pickup.

Q. How can I be notified of delivery updates so that I know when to be home for delivery?

We have made it as easy as possible to track your order online. Once your order has been shipped from our warehouse, you will receive an email from us and Shippit with your tracking details and estimated delivery date. We will also notify you via email or SMS when your package is in transit and ready for delivery so you are kept up to date.

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