How can we help?

How long does it take for a system to recognize that the initial request is canceled and for it to repopulate on the order history ?   

• Once a request is canceled, you should instantly be able to see items back on the Online Purchase History. From there you may resubmit your Exchange/ Return request. If you do not see the item return back to your Purchase History, we recommend logging out of account and logging back in. If that does not work we recommend contacting us directly, and we will be more than glad to assist. 

Will I be charged a fee for canceling?   

• No, there is no fee for canceling or resubmitting an exchange or return request. 

  Is there a limit to how many times you can cancel/ resubmit an exchange/ return request?   

• No! There is no limit on how many times you can cancel or resubmit a request. We urge you to only do what is needed to avoid any systematic or technical errors but if you did not choose the correct option during the initial request, you may change as needed before items are sent out to the warehouse. 

Will a new return label be made if I cancel the initial request, or can I use the same one?

• Yes, for each request made there will be a new return label provided to you. So please be sure that the most recent label is being used when sending your items. 

 How do I know my request was successful? Where is the new return label?

• OPTION 1: You may view your return label that is sent to your email associated with your Uniqlo account; it will be an email directed from FedEx. 
• OPTION 2: Return labels can be seen under Purchase History > Return and Exchange button > Details.  

What if I get an error message during the request process, even if this is my first request?   

• If you canceled and re-submitted your exchange or return / this is your very request, you may run into an error message stating for example:  
  • "It may take up to 10-20 seconds to issue the Return label. If you are unable to proceed, please refer to our FAQ page for further instructions."

• It could be a system issue with a label being generated. If you encounter this error or any other error message, please reach out to our customer service team through the Chat or send us an email at wecare@uniqlo.ca and we will promptly provide you with support for getting a return label created. 

I sent out my items and didn't realize the requested information was not correct. Can I still cancel and resubmit?   

• Unfortunately, once items are sent out, you will not be able to change the information. If it is regarding incorrect exchange information we strongly urge you to please contact us before items reach our warehouse so that we can remediate the issue with our warehouse team respectively.