What is your online returns policy?
Page last edited on 23 July 2026
RETURNS POLICY
Do you need to make a return? You’ll find step-by-step instructions on how to return your online order in our ‘Online orders: how to make a return' section. If you bought your item in-store, you can return it to any UNIQLO ES store; see the ‘In-store purchases: how to make returns and exchanges ’ section for further details. If you still need help after checking the FAQs, you can contact us by visiting our FAQs page by clicking here .
Search for and click on the question that best matches your enquiry to access our contact form. Once submitted, we’ll aim to reply within one working day. Our customer service team is available Monday to Friday (10.00–21.00) and on Saturdays and Sundays (11.00–18.00), as well as on 24, 26 and 31 December and 1 January (11.00–18.00). Closed: Christmas Day and Easter Sunday; on these days, you can contact us here .
Please note that all our emails are written in Spanish and/or English.
Nothing in this returns policy affects your statutory rights. Your rights under our returns policy are in addition to your right to cancel your order under applicable Spanish consumer legislation.
RETURNS TERMS
Please keep your receipt, as you may be asked to provide it for online returns.
UNIQLO is happy to accept online returns of any item via the original payment method, provided that the items have not been washed or worn and are in their original condition, with all packaging, labels and/or accessories (e.g. inner linings or spare buttons) intact and undamaged, within 30 days of receiving a product ordered on our website. If a returned item does not meet our returns policy, we reserve the right to refuse a refund.
Please note that the following items cannot be returned:
1. Underwear, bed linen and socks, for hygiene reasons
2. Personalised items (e.g. customised, UTme or RE.UNIQLO)
3. Gift cards
An exception may be made in the case of items deemed to be faulty and which cannot be repaired or replaced in accordance with applicable consumer protection legislation.
Returned items remain your responsibility until they reach our premises, so please ensure you obtain proof of posting when returning an item. Furthermore, they must be securely packaged to prevent damage during transit. We may reduce or refuse a refund for returns due to a change of mind if the item is returned damaged because of inadequate packaging.
We accept no liability for items returned to us in error. If we manage to trace such items, we may contact you to arrange their return and reserve the right to charge you for the relevant postage costs before resending them.
Faulty items: please see the ‘Faulty Products’ section below.
*Please note that items ordered online, regardless of the payment or delivery method (except in the case of ‘Pay in-store’), cannot be returned in our shops; however, we will be happy to exchange your items.
FREE EXCHANGE IN-STORE
In our UNIQLO Spain store, we only accept exchanges and do not accept returns of items purchased online, regardless of the payment or delivery method (except in the case of ‘Pay in-store’). If you wish to return your online order and receive a refund, please see the ‘Returns ’ section and follow the steps outlined there.
To make an exchange in-store, you must bring your items to one of our UNIQLO Spain stores within 30 (thirty) days of receiving or collecting them. Please ensure you bring the original receipt (tax invoice) with you along with the items, as the exchange cannot be processed without it. You will not be charged any fee for exchanging an item in-store.
Please note that once an item has been exchanged, we can no longer process a refund for that item, except in the case of faulty items.
Faulty items: please contact our customer service team here if you believe your item is faulty; our team will be happy to help you.
RETURNING PRODUCTS BY POST
If you wish to return an item purchased online under the voluntary right of return and exchange, please follow these instructions to arrange the return via your UNIQLO account or your guest account. Go to your order history, where you can select the items, you wish to return and download the return label. The return label is not included in the parcel.
Please note that, from March 1st, 2021, a return fee of 2.95 EUR will be deducted from the refund amount for returned online purchases.
Return label option (EUR 2.95 will be deducted from the refund amount):
Return by post:
If you decide not to use the courier service mentioned above, please follow the instructions below:
Remember to register the items you wish to return via your UNIQLO account or your guest account.
It is your responsibility to keep all return documentation and to ensure that the items you send to us can be tracked.
WHEN WILL I RECEIVE MY REFUND ONCE I HAVE RETURNED AN ITEM?
Please note that we will refund you within 14 (fourteen) calendar days from the date we receive the returned goods at our warehouse, as indicated below, and have inspected them:
UNIQLO - Arvato distribution GmbH, Schleefstraße 1a, 44287, Dortmund, Alemania
If we have not received the returned items, we may ask you to provide reasonable proof that the items have been returned to us, such as the carrier’s tracking information or a delivery receipt. If you are unable to provide proof of return and we do not receive the returned items, we may withhold or refuse the refund.
Any refund we issue will be made via the payment method specified when you placed your order. UNIQLO reserves the right to withhold amounts corresponding to products found to be damaged at the time of return. You will be refunded the amount you paid for the returned items, minus the return postage costs (€2.95 if you used the return label). In other words, we will refund the cost of the items, but not the return postage costs.
Refunds will only be issued for items purchased directly from UNIQLO and returned in accordance with our returns policy. If an item you return to us was not purchased from UNIQLO, does not correspond to the original order, or does not meet the requirements for a return under our returns policy, we reserve the right to refuse a refund. If a non-UNIQLO item or an incorrect item is returned, we may contact you to arrange for the item to be returned, with the costs of this return being your responsibility. If we do not receive instructions from you within a reasonable timeframe, or if the return is not feasible (for example, due to the condition or value of the item), we may, where appropriate, recycle, donate or dispose of the item
PROMOTIONAL AND DISCOUNT CODES
The value of your discount voucher will be apportioned proportionally across the different items in your order. Please note that when an item is returned from an order in which a discount voucher has been used, the value of that voucher will be deducted accordingly from the refund amount. Please also note that any discount voucher used cannot be reused once the product has been returned. To see an example of how using a voucher may affect your refund, click here .
Returning an order for which you benefited from free delivery (not provided in the form of a discount voucher) will have no effect on the refund amount.
RIGHT OF WITHDRAWAL
You have the right to withdraw from your contract at any time within 14 (fourteen) calendar days from the day after you receive the product or products, without giving any reason. In this case, you will receive a full refund of the price paid for the product, in accordance with our Returns Policy.
The withdrawal period will expire 14 (fourteen) calendar days from the day on which you or a third party (with your consent) takes physical possession of the product or products.
To exercise your right to withdraw from the contract, you may use the withdrawal form available here, although this is not compulsory. You may also notify us electronically by visiting our ‘Contact’ page and completing the online form (select the subject ‘RETURNS – I wish to withdraw from my contract’). If you use this option, we will send you an acknowledgement of receipt of your withdrawal on a durable medium (for example, by email) without delay.
You may also notify us at UNIQLO EUROPE LTD, 103–113 Regent Street, London, W1B 4HL, United Kingdom, of your decision to withdraw from this contract by means of a clear statement (for example, a letter sent by post or by email) within 14 (fourteen) calendar days from the date of receipt of your order.
To meet the withdrawal deadline, it is sufficient for you to send your notice and proof of dispatch relating to the exercise of your right of withdrawal before the withdrawal period expires.
EFFECTS OF CANCELLATION
If you withdraw from this contract, we will refund all payments we have received from you, including delivery costs (except for any additional costs arising from your choice of a delivery method other than the cheapest standard delivery method we offer).
We will deduct from the refund the value of any loss to the goods supplied, if such loss is due to unnecessary handling on your part.
We will make the refund without undue delay, and no later than:
We will issue the refund using the same payment method you used for the original transaction, unless you have expressly agreed otherwise; in any event, you will not incur any costs because of the refund.
We may withhold the refund until we have received the products or until you have provided evidence that you have returned them, whichever is earlier.
You must return the goods or deliver them to us at UNIQLO - Arvato distribution GmbH, Schleefstraße 1a, 44287, Dortmund, Germany, without undue delay and, in any event, no later than 14 (fourteen) calendar days from the date on which you notify us of your withdrawal from this contract.
The deadline will be deemed to have been met if you return the products before the expiry of the 14 (fourteen) calendar day period.
You cannot return products to our stores if you wish to cancel your contract.
You will be responsible for the direct costs of returning the product or products.
You must take reasonable care of the products whilst they are in your possession, as you may be liable for any reduction in their value resulting from handling that goes beyond what is necessary to ascertain the nature, characteristics and functioning of the products.
For hygiene reasons, you will not be entitled to withdraw from a contract for the supply of any of the following products, unless they are faulty (this is for hygiene reasons):
The dispatch confirmation email provides details of this statutory right of withdrawal, as well as an explanation of how to exercise it.
DEFECTIVE PRODUCTS
You have the right to return products that are faulty, not of satisfactory quality, unfit for their intended purpose or do not match the description. The options available to you depend on how long ago you received the item.
Purchased within the last 30 days
If you have received a faulty item within the last 30 days, you are entitled to a full refund. You can return the item using the same method you used to purchase it:
Purchased in-store: our staff will be happy to assist you. Please take the item to any UNIQLO store in Spain and follow the procedure outlined here .
Online purchases or Click & Collect: you can easily initiate a return from your order history. For more information on the procedure, please see our FAQs on online returns .
If you purchased a faulty item more than 30 days ago or are unable to follow the procedures above, please contact us via our contact form, which you can find here (select the subject: PRODUCT RECEIVED – my item is faulty
Please provide as much information as possible about the product and the order.
If you are a consumer and are returning a faulty product to us (which must be done by post), we will examine the returned product and notify you of your refund by email within a reasonable time. We will process your refund as soon as possible and, in any event, within 14 (fourteen) calendar days from the date on which we have confirmed by email that you are entitled to a refund for the faulty product. Products returned due to a fault will be refunded in full, including a refund of the delivery charges you incurred when receiving the product and the costs you incur when returning it to us.
RETURNS POLICY
Do you need to make a return? You’ll find step-by-step instructions on how to return your online order in our ‘Online orders: how to make a return' section. If you bought your item in-store, you can return it to any UNIQLO ES store; see the ‘In-store purchases: how to make returns and exchanges ’ section for further details. If you still need help after checking the FAQs, you can contact us by visiting our FAQs page by clicking here .
Search for and click on the question that best matches your enquiry to access our contact form. Once submitted, we’ll aim to reply within one working day. Our customer service team is available Monday to Friday (10.00–21.00) and on Saturdays and Sundays (11.00–18.00), as well as on 24, 26 and 31 December and 1 January (11.00–18.00). Closed: Christmas Day and Easter Sunday; on these days, you can contact us here .
Please note that all our emails are written in Spanish and/or English.
Nothing in this returns policy affects your statutory rights. Your rights under our returns policy are in addition to your right to cancel your order under applicable Spanish consumer legislation.
RETURNS TERMS
Please keep your receipt, as you may be asked to provide it for online returns.
UNIQLO is happy to accept online returns of any item via the original payment method, provided that the items have not been washed or worn and are in their original condition, with all packaging, labels and/or accessories (e.g. inner linings or spare buttons) intact and undamaged, within 30 days of receiving a product ordered on our website. If a returned item does not meet our returns policy, we reserve the right to refuse a refund.
Please note that the following items cannot be returned:
1. Underwear, bed linen and socks, for hygiene reasons
2. Personalised items (e.g. customised, UTme or RE.UNIQLO)
3. Gift cards
An exception may be made in the case of items deemed to be faulty and which cannot be repaired or replaced in accordance with applicable consumer protection legislation.
Returned items remain your responsibility until they reach our premises, so please ensure you obtain proof of posting when returning an item. Furthermore, they must be securely packaged to prevent damage during transit. We may reduce or refuse a refund for returns due to a change of mind if the item is returned damaged because of inadequate packaging.
We accept no liability for items returned to us in error. If we manage to trace such items, we may contact you to arrange their return and reserve the right to charge you for the relevant postage costs before resending them.
Faulty items: please see the ‘Faulty Products’ section below.
*Please note that items ordered online, regardless of the payment or delivery method (except in the case of ‘Pay in-store’), cannot be returned in our shops; however, we will be happy to exchange your items.
FREE EXCHANGE IN-STORE
In our UNIQLO Spain store, we only accept exchanges and do not accept returns of items purchased online, regardless of the payment or delivery method (except in the case of ‘Pay in-store’). If you wish to return your online order and receive a refund, please see the ‘Returns ’ section and follow the steps outlined there.
To make an exchange in-store, you must bring your items to one of our UNIQLO Spain stores within 30 (thirty) days of receiving or collecting them. Please ensure you bring the original receipt (tax invoice) with you along with the items, as the exchange cannot be processed without it. You will not be charged any fee for exchanging an item in-store.
Please note that once an item has been exchanged, we can no longer process a refund for that item, except in the case of faulty items.
Faulty items: please contact our customer service team here if you believe your item is faulty; our team will be happy to help you.
RETURNING PRODUCTS BY POST
If you wish to return an item purchased online under the voluntary right of return and exchange, please follow these instructions to arrange the return via your UNIQLO account or your guest account. Go to your order history, where you can select the items, you wish to return and download the return label. The return label is not included in the parcel.
Please note that, from March 1st, 2021, a return fee of 2.95 EUR will be deducted from the refund amount for returned online purchases.
Return label option (EUR 2.95 will be deducted from the refund amount):
- Complete the returns process by logging into your UNIQLO account or guest account and print the label generated once the process is complete.
- Stick the Seur Shop return label securely to the outside of your parcel.
- Make sure the items are placed in a securely wrapped parcel.
- Take the parcel (along with the enclosed returns note) to your nearest Seur Shop or drop-off point. Keep the proof of dispatch when returning your items and hold onto it until you receive your refund. Unfortunately, we can only offer a refund for a lost return once we have been provided with the proof of dispatch. *This only applies to customers using our return label.
Return by post:
If you decide not to use the courier service mentioned above, please follow the instructions below:
- Complete the returns process by logging into your UNIQLO account or your guest account.
- Include the returns note or delivery note in your parcel (the sheet containing details such as your name, order number and SKU codes of the items you wish to return).
- Make sure the products are placed in a securely wrapped parcel.
- Returns must be sent by post to the following address:
UNIQLO Arvato distribution GmbH,
Schleefstraße 1a, 44287, Dortmund,
Germany
Schleefstraße 1a, 44287, Dortmund,
Germany
- Take the parcel (with the return slip attached) to a post office or a courier company. Ask the post office or courier company for a proof of posting. You must keep this until you receive your refund. Unfortunately, we can only process a refund for a lost return via once we have been provided with the proof of dispatch. *This only applies to customers using our return label.
Remember to register the items you wish to return via your UNIQLO account or your guest account.
It is your responsibility to keep all return documentation and to ensure that the items you send to us can be tracked.
WHEN WILL I RECEIVE MY REFUND ONCE I HAVE RETURNED AN ITEM?
Please note that we will refund you within 14 (fourteen) calendar days from the date we receive the returned goods at our warehouse, as indicated below, and have inspected them:
UNIQLO - Arvato distribution GmbH, Schleefstraße 1a, 44287, Dortmund, Alemania
If we have not received the returned items, we may ask you to provide reasonable proof that the items have been returned to us, such as the carrier’s tracking information or a delivery receipt. If you are unable to provide proof of return and we do not receive the returned items, we may withhold or refuse the refund.
Any refund we issue will be made via the payment method specified when you placed your order. UNIQLO reserves the right to withhold amounts corresponding to products found to be damaged at the time of return. You will be refunded the amount you paid for the returned items, minus the return postage costs (€2.95 if you used the return label). In other words, we will refund the cost of the items, but not the return postage costs.
Refunds will only be issued for items purchased directly from UNIQLO and returned in accordance with our returns policy. If an item you return to us was not purchased from UNIQLO, does not correspond to the original order, or does not meet the requirements for a return under our returns policy, we reserve the right to refuse a refund. If a non-UNIQLO item or an incorrect item is returned, we may contact you to arrange for the item to be returned, with the costs of this return being your responsibility. If we do not receive instructions from you within a reasonable timeframe, or if the return is not feasible (for example, due to the condition or value of the item), we may, where appropriate, recycle, donate or dispose of the item
PROMOTIONAL AND DISCOUNT CODES
The value of your discount voucher will be apportioned proportionally across the different items in your order. Please note that when an item is returned from an order in which a discount voucher has been used, the value of that voucher will be deducted accordingly from the refund amount. Please also note that any discount voucher used cannot be reused once the product has been returned. To see an example of how using a voucher may affect your refund, click here .
Returning an order for which you benefited from free delivery (not provided in the form of a discount voucher) will have no effect on the refund amount.
RIGHT OF WITHDRAWAL
You have the right to withdraw from your contract at any time within 14 (fourteen) calendar days from the day after you receive the product or products, without giving any reason. In this case, you will receive a full refund of the price paid for the product, in accordance with our Returns Policy.
The withdrawal period will expire 14 (fourteen) calendar days from the day on which you or a third party (with your consent) takes physical possession of the product or products.
To exercise your right to withdraw from the contract, you may use the withdrawal form available here, although this is not compulsory. You may also notify us electronically by visiting our ‘Contact’ page and completing the online form (select the subject ‘RETURNS – I wish to withdraw from my contract’). If you use this option, we will send you an acknowledgement of receipt of your withdrawal on a durable medium (for example, by email) without delay.
You may also notify us at UNIQLO EUROPE LTD, 103–113 Regent Street, London, W1B 4HL, United Kingdom, of your decision to withdraw from this contract by means of a clear statement (for example, a letter sent by post or by email) within 14 (fourteen) calendar days from the date of receipt of your order.
To meet the withdrawal deadline, it is sufficient for you to send your notice and proof of dispatch relating to the exercise of your right of withdrawal before the withdrawal period expires.
EFFECTS OF CANCELLATION
If you withdraw from this contract, we will refund all payments we have received from you, including delivery costs (except for any additional costs arising from your choice of a delivery method other than the cheapest standard delivery method we offer).
We will deduct from the refund the value of any loss to the goods supplied, if such loss is due to unnecessary handling on your part.
We will make the refund without undue delay, and no later than:
- 14 (fourteen) calendar days from the date on which we receive the goods from you; or
- (whichever is earlier) 14 (fourteen) calendar days from the date on which you provide us with evidence that you have returned the product or products; or
- If no goods have been supplied, 14 (fourteen) calendar days from the date on which we are notified of your decision to withdraw from the contract.
We will issue the refund using the same payment method you used for the original transaction, unless you have expressly agreed otherwise; in any event, you will not incur any costs because of the refund.
We may withhold the refund until we have received the products or until you have provided evidence that you have returned them, whichever is earlier.
You must return the goods or deliver them to us at UNIQLO - Arvato distribution GmbH, Schleefstraße 1a, 44287, Dortmund, Germany, without undue delay and, in any event, no later than 14 (fourteen) calendar days from the date on which you notify us of your withdrawal from this contract.
The deadline will be deemed to have been met if you return the products before the expiry of the 14 (fourteen) calendar day period.
You cannot return products to our stores if you wish to cancel your contract.
You will be responsible for the direct costs of returning the product or products.
You must take reasonable care of the products whilst they are in your possession, as you may be liable for any reduction in their value resulting from handling that goes beyond what is necessary to ascertain the nature, characteristics and functioning of the products.
For hygiene reasons, you will not be entitled to withdraw from a contract for the supply of any of the following products, unless they are faulty (this is for hygiene reasons):
- Underwear (men’s and women’s)
- Underwear (men’s and women’s)
- Swimwear (men’s and women’s)
The dispatch confirmation email provides details of this statutory right of withdrawal, as well as an explanation of how to exercise it.
DEFECTIVE PRODUCTS
You have the right to return products that are faulty, not of satisfactory quality, unfit for their intended purpose or do not match the description. The options available to you depend on how long ago you received the item.
Purchased within the last 30 days
If you have received a faulty item within the last 30 days, you are entitled to a full refund. You can return the item using the same method you used to purchase it:
Purchased in-store: our staff will be happy to assist you. Please take the item to any UNIQLO store in Spain and follow the procedure outlined here .
Online purchases or Click & Collect: you can easily initiate a return from your order history. For more information on the procedure, please see our FAQs on online returns .
If you purchased a faulty item more than 30 days ago or are unable to follow the procedures above, please contact us via our contact form, which you can find here (select the subject: PRODUCT RECEIVED – my item is faulty
Please provide as much information as possible about the product and the order.
If you are a consumer and are returning a faulty product to us (which must be done by post), we will examine the returned product and notify you of your refund by email within a reasonable time. We will process your refund as soon as possible and, in any event, within 14 (fourteen) calendar days from the date on which we have confirmed by email that you are entitled to a refund for the faulty product. Products returned due to a fault will be refunded in full, including a refund of the delivery charges you incurred when receiving the product and the costs you incur when returning it to us.
Contact Us
CHAT SUPPORT
CHAT SUPPORT Operating Hours:
Monday-Friday: 10am-9pm
Saturday-Sunday: 11am-6pm
24th, 26th, 31st December and 1st January: 11am - 6pm
Closed : Christmas Day and Easter Sunday.
Please note that our CHAT SUPPORT Service will only be available in SPANISH.
Monday-Friday: 10am-9pm
Saturday-Sunday: 11am-6pm
24th, 26th, 31st December and 1st January: 11am - 6pm
Closed : Christmas Day and Easter Sunday.
Please note that our CHAT SUPPORT Service will only be available in SPANISH.
By Phone
Customer Care Operating hours: Mon-Fri: 10:00-17:30
24th, 26th, 31st December and 1st January: 11am - 6pm
Closed: Christmas day and Easter Sunday
24th, 26th, 31st December and 1st January: 11am - 6pm
Closed: Christmas day and Easter Sunday
By Phone
931 227 031
Customer Care Operating hours: Mon-Fri: 10:00-17:30
24th, 26th, 31st December and 1st January: 11am - 6pm
Closed: Christmas day and Easter Sunday
24th, 26th, 31st December and 1st January: 11am - 6pm
Closed: Christmas day and Easter Sunday