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

To our Customers and Community,

Our UNIQLO stores in  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
In line with the Victorian Government's recent direction to mitigate the spread of coronavirus, we are temporarily closing all our stores in the state until 11.59pm Tuesday  27 July 2021. While our physical stores in Victoria are closed for the next few days, you can opt to shop online with us instead for your LifeWear needs.  

A notice for our New South Wales customers
In line with the New South Wales Government's recent direction to mitigate the spread of coronavirus, we are temporarily closing all our stores in the state until 11.59pm Friday 30 July 2021. While our physical stores in New South Wales are closed for the next few days, you can opt to shop online with us instead for your LifeWear needs.  


Notice about our Mid City Store
On June 28 2021, we were advised by the New South Wales Government that a person who recently tested positive for COVID-19 visited this store on 21 June 2021, between 10:15am-11:15am. On advice of the New South Wales Government, we urge any customers who visited this store during that period to obtain a COVID-19 test as soon as possible, and to self-isolate until cleared by NSW Health.  The health and safety of our customers and employees is out top priority. In accordance with public health guidance, this store will be professionally deep cleaned and all the staff members working during the above period will be tested and will self-isolate until cleared. we will continue to work closely with the public health authorities to ensure we are taking the right precautions. 



New South Wales Closure FAQ's
Q. When will your New South Wales stores be re-opening?

-Our New South Wales stores will re-open on Saturday July 31th, 2021.

Q. What will happen to my Click and Collect order sent to a New South Wales store?

If your order is currently at one of these stores awaiting collection, not to worry, as it will be safely kept throughout this lockdown. We will be applying an extension to the Click and Collect timeframe so you will have an extra 30 days to collect your order if it was delivered to store before lockdown.  Although Click and Collect orders can still be placed online whilst these stores are closed, collection can not be made until after our stores re-open. 

Q. Will the return policy be extended for New South Wales customers?

Yes, due to these stores being closed, we will be extending the return period at these stores. Any store purchases made from June 1st to June 25th will have 30 days to return their order once stores re-open. If you have any issues making a return within the timeframe, please reach out to our friendly Customer Care team for assistance. Should the lockdown period be extended, this timeframe will also be extended.

If you purchased online from June 25th and want to exchange your items in our NSW stores, we will be extending the exchange policy.  Customers will have an extra  have 30 days to exchange their item once stores re-open. 
 

Q. Will the return policy be extended for Victorian customers? 

Yes, due to these stores being closed, we will be extending the return period at these stores. Any store purchases made from June 15th will have an extra 12 days to return their order. 



QWhat measures have you taken?   
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.


STORES 

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





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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