Introduction | Online order unpacking video

In order to ensure the rights of customers, from November 20, 2025, UNIQLO Vietnam will update the information requesting video recording of the package opening process from customers.
If you encounter any problems with the appearance of your package, please contact UNIQLO Customer Center here.

Please record a video showing all six sides of the package and the unboxing process; this will serve as evidence to assist in resolving any delivery-related claims (if it happens).

If you noticed your package is torn, crushed or there are signs of being opened, please reject the parcel and if you had to receive the parcel please help us record a video of your unpacking process and take photos of 06 sides, in case the parcel is missing product and the goods are defective from the manufacturer, or you receive a product that does not match your order, please contact our Customer Service Center here.



Package appearance update:

Please note that UNIQLO has updated this notice by printing it directly onto the shipping box instead of using sticker labels as before. Upon receiving your package, please check the printed instructions on the box so you can record your unpacking video accordingly.

UNIQLO Vietnam has received information regarding scam cases occurring during the delivery process, and we kindly ask customers to take note of the following points

Suspicious or fraudulent behavior:
• Request to transfer additional shipping fees.
• Impersonate UNIQLO to get personal information (we will not ask for identification card, OTP code, place order support, personal or stange account money transfer, etc).
• Impersonate shipper and request money transfer first and delivery later.
• Swapping products in parcel (please record a video of the opening process).

If you are often unable to receive orders in person due to a busy schedule
- In cases where you cannot receive goods directly, UNIQLO recommends using a prepayment method (Credit/Debit cards). 
- You can also choose our convenient place order online and pickup at store options: Click & Collect or ORDER & PICK.

To provide you with the best support and to ensure the investigation process with our partners is carried out quickly, UNIQLO kindly requests that you provide all relevant information regarding the package along with a video recording of the unboxing process.

1. If your parcel arrives damaged and the contents are defective, missing, or incomplete (with an available unboxing video):
The Customer Center may request that you provide an unboxing video showing all six sides of the parcel to support the investigation.
After the internal investigation:
- The Customer Center will provide a final resolution based on the investigation findings.

2. If your parcel arrives damaged and the contents are defective, missing, or incomplete, but no unboxing video is available:
- The Customer Center can only review the packing footage available on our side and provide a resolution based on the available evidence.