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 our Shipping Partner (LEX) here.

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.




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).

Receiving goods without direct contact:
- UNIQLO encourages customers to receive their orders directly from the delivery staff for orders using the Cash on Delivery (COD) payment method.
- In cases where you cannot receive goods directly, UNIQLO recommends using a prepayment method (Credit/Debit cards). Alternatively, you may request the delivery staff to provide package details, including: Order number, tracking number, etc. (The delivery staff must provide shipping information for verification, and you should not proactively provide any personal or order information to the delivery staff.)
- During communication with the delivery staff, if you notice any unusual behavior (such as repeatedly urging you to transfer money, attempting to obtain personal or order information, etc.), please stop the conversation and report it to UNIQLO Customer Center for further assistance.

To provide you with the best support and to ensure the invesstigation 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 items inside are either have quality issue or fewer than what you ordered (with an unboxing video available)
The Customer Center will request your support by providing unboxing videos that show all six sides of the package for investigation.
After the internal investigation;
- The Customer Center will provide you with the final conclusion based on the findings.

2. If your parcel is damaged and the items inside got damaged or you receiceved less items than what you had ordered. (You don't have unboxing video)
The Customer Center will request your support by providing unboxing videos that show all six sides of the package for investigation.
If you do not have an unboxing video:
- The Customer Center can only review the packing video on our side and provide a conclusion based on the available evidence.