Q. 📢 Return and Exchange (Online & Store) [BEFORE & AFTER 7 October 2025]
- There are differences in the exchange and return policies for purchases before and after the system update (7-8 October, 2025).
- Exchange for online and store purchase can only be processed by coming directly to UNIQLO Indonesia store. You can exchange the size, color or to other product. Click here to see the detailed exchange process.
- Refund for online purchase can only be processed by sending the product to our warehouse. Click here to see the detailed return process.
📜 Return & Exchange Policy
Below is our policy for exchange/return:- Product can be exchanged/returned within 30 days since the date of purchase.
- Product condition is required to be in its original condition, not used, not washed and has its original price tag.
- Must include store purchase receipt / invoice of online order for exchange/return.
- Due to hygienic purposes, Socks, innerwear, camisole, baby products, room shoes and accessories can’t be exchanged/refunded (except Bra Tops and shoes that are not packaged may be exchanged/refunded).
- Product can be exchanged with the same or higher price (with paying the price difference) and with the product stock that is available at the store.
- This policy only valid for every purchase and exchange/return in Indonesia region.
- PT Fast Retailing Indonesia has the right to determine the final decision regarding product exchanges/returns.
📝 Condition For Return & Exchange
Below is the product category that cannot be returned/exchanged:
*The accessory products including socks, glasses, bags, room shoes, caps, etc.
Exchange/return is acceptable for the following product conditions:
- The exchange/return policy above is fulfilled.
- Although the price tag is not attached to the product, as long as the condition of the price tag is still good and other policy is fulfilled, the product can still be processed for exchange/return.
- Product received as gift, white-colored product, and discounted (sale / value buy / limited offer) product can be returned/exchanged if it fulfilled the return/exchange policy.
- If you had lost the physical receipt (original) but have the E-receipt / E-invoice atau Purchase History of the product and other policy is fulfilled, the exchange can still be done but it can ONLY be processed at the store where the product was purchased (cannot be at a different store).
About the exchange of extra sizes (XS, XXL, 3XL):
- Exchange from size XS, XXL, 3XL or special edition can be exchanged at store with product that is available at store that you visit (to size S-XL).
- Exchange to size XS, XXL, 3XL cannot be done because stores do not have the extra sizes. You can exchange it for another product that is available in the store or for online purchases you can get a refund by sending the product to the warehouse.
🔄 How to Exchange for Online & Store Purchase
Please be noted that there are differences on the return process for purchase before and after 7 October 2025. Click below for the details:
Exchange for purchase BEFORE 7 October 2025
'STEP1. Read the exchange policy
Please refer to the exchange policy on the back of the purchase receipt/invoice.
STEP2. Bring the original receipt (in-store purchase) or return form (online purchase)
A. For online order, please fill in the Return Form and bring this with you when you visit the store. B. For in-store purchase, please bring the purchase receipt when you visit the store.
STEP3. Visit Store
Together with your items for return, bring along your order invoice and return form or original physical receipt (received when you pay in the physical store).
STEP4. Exchange
Bring your new item at our cashier counter to process your exchange. You can exchange product (online/offline) at any UNIQLO Indonesia store.
Exchange for purchase AFTER 7 October 2025
STEP 1. Please read the exchange policy above.
STEP 2. Visit the store by bringing your store receipt or show the online invoice on purchase history through your UNIQLO APP along with the your item(s) for return to store.
STEP 3. Find and bring the new product you wish to exchange to the store cashier to process the product exchange.
📦 How to Return for Online Purchase
Please be noted that there is a difference on the exchange process for purchase before and after 7 October 2025. Click below for the details:
Return for purchase BEFORE 7 October 2025
STEP 1. Read the return policy and check list
Please check the return policy and check list on the return form
STEP 2. Fill in the Return Form returned product(s).
Fill in the item return quantity (qty) and reason code.
STEP 3. Pack & Return
Pack items to return into a box/pouch and include the return form inside the parcel.
Choose any courier company (with tracking system) and return to our warehouse at your own cost. You may refer to below address:
Send to: UNIQLO ONLINE RETURNS
Phone no.: 001-80332160290
Address: Pergudangan Balrich (Gudang B), Gudang PT. Nittsu Lemo Indonesia Logistik, Jl. Raya Cakung Cilincing Pal II, RT 08/ RW 02, Kel Sukapura, Kec. Clincing, Kota Jakarta Utara , Daerah Khusus Ibukota Jakarta, 14140
STEP 4. Wait for Confirmation Email
Confirmation email will be sent maximum 2 (two) working days after warehouse receive and verify the returned product.
STEP 5. Refund
The general refund process is within 7 - 14 working days (exclude Saturday, Sunday, public holidays), depends on the payment method and each bank's policy.
Return for purchase AFTER 7 October 2025
STEP 1. Check the policy above and then log in to your UNIQLO account
You can refer to below links to see steps how to log in:
1. How to log in for customers who already have UNIQLO account.
2. How to log in for guest account checkout.
STEP 2. Go to "Purchase History" and submit the return request
Below are the steps to submit the return form:
- Go to 【Purchase History】 on 【Online】 section.
- Click 【Return】on the ORDER number which contains the product that you want to return.
- Check the return condition.
- Click 【Return】 on the PRODUCT that you want to return.
- Choose the quantity and reason for return, then click 【Check selection details】
- Repeat steps 3-5 for each item you want to return.
- Click 【Check Form Details】 and then click 【Submit Form】
- If you have lost the return slip, you can get the copy by clicking 【Print Label】 to download and print it.
- If you already have the return slip, you can click 【Confirm Return】
- Once the request has successfully submitted, you will get the Return Confirmation Email.
Return slip example:
STEP 4. Wait for Refund Confirmation Email
Confirmation email will be sent maximum 2 (two) working days after warehouse receive and verify the returned product.
For example:
Thursday, August 16th (Day-0) – product arrives at the warehouse.
Tuesday, August 21st (Working Day-2) – maximum date the return confirmation email will be sent because there is a public holiday on the 17th followed by weekend on the 18th and 19th, so maximum.
STEP 5. Refund
The general refund process is within 7 - 14 working days (exclude Saturday, Sunday, public holidays), depends on the payment method and each bank's policy. Click here for the refund details.
💸 How to Get Refund After Online Return
After your returned product arrived at Warehouse, the product will go through verification process (1 - 2 working days, exclude Saturday, Sunday, public holidays).
The refund process is depending on the payment method and the bank's policy. Generally, it will take 7-14 working days (exclude Saturday, Sunday, public holidays). For further information about refund, please click the link here.
-Refund for Credit Card and Gopay: The refund will be processed to your original payment. You do not need to fill in the refund form.
-Refund for Virtual Account, QRIS, COD, and Pay in Store Payments: Please fill in the refund form because we CANNOT proceed your refund if the refund form is not being submitted.
Please check your inbox / junk / spam for the refund email from order@mail.uniqlo.co.id with the one of these below subjects to find your order and return number also the refund form link for you to fulfill them with your bank account. If we do not receive your form submission, Customer Support team may contact you if necessary
FAQs:
1. Q: Is it possible to exchange without coming to the store?
A: No. Both online and in-store purchases, exchanges can only be made by directly visiting a UNIQLO store and exchange with product that is available at the store.
2. Q: I bought 3 (three) products, can I only exchange/return one of the products?
A: Yes, you can exchange or return partially (not all products).
3. Q: I lost the receipt; can I still exchange the product?
A: You can still exchange the product at the origin store (purchase store) if you have:
- E-receipt / E-invoice
- Purchase history at the app
4. Q: Is it possible to exchange size from XL to XL to 3XL?
A: No, because the size 3XL as well as XXL and XS are not available in the store, while the exchange can only be done with the existing stock in the store.
*For online order, you can send it to the warehouse for refund and you can create a new order the product in the size that you want.
5. Q: What kind of Bra that can be exchanged/returned?
A: Only Bra Top can be exchanged/returned if it meets the policy.
*for Wireless Bra (3D Hold, Stretch Lace, Relax) and GIRLS AIRism Bra CANNOT be exchanged/returned.
6. Q: The price nominal on the price tag was cut off due to it was given as a gift, can it still be processed for exchange/return?
A: If it is only the price nominal that is cut off, the condition of the price tag is still good and other policy is fulfilled, then the product can still be processed for exchange/return. You may refer below for the example of price tag condition: