Criteria for receiving and resolving complaints related to UNIQLO parcels

In order to ensure the rights of customers, from November 05, 2025, UNIQLO Vietnam will update the information requesting video recording of the package opening process from customers.

Appearance of the package:

If you encounter any problems with the appearance of your package, please contact our Shipping Partner (LEX) here.

In case your package is missing a product, 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.

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.

　　　
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.
　　　
　　　
　　　
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.

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