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

To our Customers and Community,

Our UNIQLO stores in Victoria, 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 Victoria customers
As out stores were closed in line with the Victoria Government's recent direction to mitigate the spread of coronavirus,  we have updated our returns policy and click-and-collect timings for Victorian Customers to allow extra time to return or collect your order. 

Victorian Closure FAQ's
Q. When will your stores in Victoria be re-opening?

Our Victorian stores will re-open on Friday June 11th, 2021. 

Q. What will happen to my Click and Collect order sent to one of UNIQLO’s stores in Victoria?

If your order is currently at one of our stores in Victoria 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 14 days to collect your order if it was due to expire between May 27th  and June 11th 2021. 

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

Yes, due to store closures, we will be extending the return period by 14 days for any purchases that have a return expiry between May 27th and June 24th 2021. If you have any issues making a return within the timeframe, please reach out to our friendly Customer Care team for assistance. 


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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