Online Purchase | Exchange Method
Exchange Process for Online Purchases ( Official Online Flagship Store ) :
Before proceeding with a exchange, please review the < Return & Exchange Policy | Return and Exchange Product Condition >.
Catalog
＊ In-store pickup order exchange method＊ Home Delivery order exchange method
＊ Frequently Asked Question ( FAQ )
※ To proceed with an exchange, you must present the original receipt, and the item must be in brand-new condition and meet the return/exchange criteria. Exchanges can be made within 30 days from the pickup date.
Procedure :
No need to submit an exchange request in the system.
Simply bring the receipt and the item that meets the return/exchange criteria to any UNIQLO store in Hong Kong or Macau for exchange.
※ The item value for exchange will be based on the original transaction amount.
※ If you need to check the stock availability of the item you wish to exchange for, please consult store staff or the Customer Service Center for details.
※ To proceed with an exchange, you must present the original receipt, and the item must be in brand-new condition and meet the return/exchange criteria. Exchanges can be made within 30 days from the pickup date.
1. Exchange at Physical Stores :
No need to submit an exchange request in the system. Simply bring the receipt and the item that meets the return/exchange criteria to any UNIQLO store in Hong Kong or Macau for exchange.
※ The item value for exchange will be based on the original transaction amount.
※ If you need to check the stock availability of the item you wish to exchange for, please consult store staff or the Customer Service Center for details.
2. Online Exchange Application :
Step 1 : Preparation Before Applying for Exchange
Ensure the item meets the following four criteria before applying :
※ Check if the receipt is included in the package and keep it.
※ Ensure price tags are intact, and the packaging is clean and undamaged.
※ The item must be unused and unwashed.
※ The item must not be altered or damaged by human handling.
Step 2 : Submit Online Exchange Request
1. Use the UNIQLO APP or the official online flagship store website to apply.
※ Log in as a member of UNIQLO Hong Kong & Macau, then go to [ Member ] > [ Online Orders ]
2. Select the relevant order, choose the item to exchange, and click.
※ Online exchange is only available for the same item number, and you may change the color or size. Only one item per item number, color, and size can be exchanged per application.
Step 3 : Packaging / Return Shipment
1. Pack the item and receipt together, ensuring the package is secure and not damaged, with no exposed items.
※ You may use the original shipping box or prepare a clean and intact box or plastic bag.
2. After submitting the exchange request, you must ship the package within 7 days using any courier or postal service. Shipping fees are borne by the customer.
※ After shipping, upload the tracking number provided by the courier to the section in the .
※ Please note: If shipping fees are unpaid or insufficient, the warehouse will not accept the package, and the customer will bear any additional costs incurred.
Return address :
Consignee : UNIQLO
Consignee's phone number : +852 - 2319 4492
Delivery address : EC Warehouse, Room 509, 5/F, Kerry Cargo Centre, 55 Wing Kei Road, Kwai Chung, Tsuen Wan District, New Territories, Hong Kong
※ The warehouse is not open to the public, so in-person returns at the warehouse are not possible.
※ Return shipping costs must be paid by you. If insufficient postage is provided, the warehouse will reject the return, and you will bear any additional charges.
Step 4 : Exchange Tracking
Once the warehouse receives the item, it will proceed with inspection.
You can track the status via < Member > to < Exchange Records > in UNIQLO APP/Website .
※ If the item does not meet the exchange criteria, it will be returned to the customer with postage due.
※ If the exchange is due to quality issues, please contact the Customer Service Center for further assistance.
Step 5 : Shipment of Replacement Item
Once confirmed, the replacement item will be shipped within 1–2 working days, and the system will send the tracking information.
※ You may use the tracking number to check the delivery status on the courier’s website below :
SF Express :
SF Express - Click here to track your order
Contact number : Hong Kong ( 852 ) 2730 0273, Macau ( 853 ) 2873 7373
Office hours : Mon - Fri ( 08:00 - 20:30 ), Sat, Sun and Public Holidays ( 08:00 - 20:00 )
KEX :
KEX ( Kerry Express ) - Click here to track your order
Contact number : ( 852 ) 3513 0888
Office hours : Mon - Sat ( 09:00 - 18:00 ), Sun and Public Holidays ( Off )
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Q. What should I do if I suspect a product has a quality issue after shopping online?
A. Contact our Customer Service Team to arrange inspection at a nearby store.
If confirmed, the store will assist with exchange or return.
If you need assistance, please < Click Here > to contact us.
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Q. My return / refund request has expired. What should I do?
A. If the order is still within the return / exchange period, you may reapply for < Return & Refund >.
After approval, ship the item at your own expense within 7 days and upload the tracking number.Return / Exchange Period :
Store Pickup Orders : Within 30 days from pickup date
Home Delivery Orders : Within 30 days from shipping date
( For example : If the order is picked up / shipped on 1st January, the return and exchange period is on or before 31st January ).
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Q. I return/exchange discounted or coupon items?
A. Yes, as long as they meet the return/exchange policy and are within the valid period.
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Q. What if I need a special size?
A. Reach out to store and ask our staff to stock availability at online stores.
If available, you may request a special size transfer to your preferred store for exchange.
Please allow 4–14 days for the transfer. Once the item arrives.
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Q. May I Return or exchange if I lost my receipt?
A. We’re sorry, the original receipt is required to process any return or exchange.
If you’ve lost your receipt, you may visit the store where you made your purchase and provide your membership offline purchase record to have the receipt reissued.
Alternatively, you may contact our Customer Service Center during office hours ( Monday to Sunday, 9:00 AM – 6:00 PM ) and provide your membership offline purchase record and email address.We will reissue the receipt via email within 1–2 working days.
If you need assistance, please < Click Here > to contact us.
Contact UNIQLO Hong Kong & Macau
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