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

Dear Valued Customers,

The safety and wellbeing of both our team and customers is our top priority. In response to the latest developments surrounding the coronavirus, we have made the decision to temporarily close all 22 of our retail stores in Australia starting Thursday, 2 April 2020, until further notice.

This is a challenging decision for any business to make and not one that we make lightly, but we believe it is the right thing to do for our community.

We will continue to work closely with our teams, the Government and public health officials throughout the country on the best way to navigate the days and weeks ahead, and will share information with you as we move forward together.

In the meantime, you can visit us online at uniqlo.com/au for all your LifeWear needs. As always, our Customer Service team remains ready to support you whenever you need us.
 
Thank you for your understanding and patience during this unprecedented time. We look forward to welcoming you back to our stores as soon as we are able to reopen. 
 
We wish you and your families the very best. 
 
The UNIQLO Australia Team


Due to the latest COVID-19 development, please see additional FAQs below.

STORES

Q. When will stores be re-opening?

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. How do I return my in store purchase now that the stores have closed?

We will be extending our returns policy 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 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 Service team with your alteration details and we can notify you once your local store has re-opened.

ONLINE

Q. Can I still purchase online?
Yes, you can continue to make purchases online or via our UNIQLO Australia app.

Q. Do you offer free shipping?  
Yes, we offer free standard shipping for all orders over $60. There are currently no changes to the delivery time frames as provided by Australia Post, for deliveries within Australia.

Q. Can I still return my online purchase?
Yes, online purchases can be returned using our usual postal returns process. Please visit our Return Information FAQ for online return instructions. Please note, postal returns can only be sent to our E-commerce warehouse, our stores cannot accept postal returns. 


EXTENDED RETURN & EXCHANGE POLICY

Q. What is the extended returns & exchange policy?

To make it easier for our customers during this time, we've extended our general 30 days return period for purchases made in store or online from February to April 2020, where:

-    Items purchased any time in February can be returned or exchanged up until end of May.
-    Items purchased any time in March can be returned or exchanged up until end of May.
-    Items purchased any time in April can be returned or exchanged up until end of June.

For the convenience for purchases where the return falls within the period that our stores are closed, we will offer a 30-day extension from the time our stores open again for merchandise to be returned.

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


DELIVERY TIME FRAMES

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

There are currently no changes to the delivery time frames as provided by Australia Post, for deliveries within Australia. 

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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