Uniqlo lost return and I cant get refund

Hi, I sent a return to Uniqlo on the 25th October via Evri and it has never been refunded, and tracking isnt showing it as returned.

I have now contacted Uniqlo on 3 separate occasions, each time I am told it will be sorted in 72 hours. What is my next step to recover my money. 

Its several hundred pound. I paid via Credit Card, can I ask them to step in?

Thanks for any advice you can offer.


  • visidigi
    visidigi Posts: 6,439
    Name Dropper First Anniversary First Post
    Did Uniqlo give you the label to return the goods or did you decide to use Evri off your own back?
  • jon81uk
    jon81uk Posts: 3,750
    First Anniversary Name Dropper First Post Combo Breaker
    Who paid Evri?
  • maggiecon
    maggiecon Posts: 411
    First Post First Anniversary Combo Breaker I've been Money Tipped!
    edited 27 November 2023 at 2:00PM
    It was a prepaid return provided by Uniqlo

  • Hi, just wondering if anyone has any suggestions as I still havent heard back from Uniqlo
  • ArbitraryRandom
    ArbitraryRandom Posts: 2,339
    First Anniversary First Post Homepage Hero Name Dropper
    edited 28 November 2023 at 6:04PM
    If it was a pre-paid return then the company are the ones who have the contract with the carrier. 

    May I ask on what grounds did you return it? (was it faulty or a change of mind)
    And how long did you have it before you returned it?
    And finally, to confirm, you bought it from the UK brach of Uniqlo? (https://www.uniqlo.com/uk/en/home)  

    Assuming it was returned as faulty and within 30 days of you receiving it, I would suggest you write to them to formally complain - setting out what's happened (that you bought the item on X date, that it was faulty and they accepted the return on X date, that you sent it using their label on X date, and that you chased on X dates) and requiring a resolution/full refund within 14 days. 

    Assuming they ignore your email/don't refund, you may then be able to go via your card - providing them a screenshot of the tracking and your complaint email as proof that the seller have failed to respect your rights. 

    Obviously, this is very generic advice given the limited detail you have provided :) 
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