How to use IQ Virtual Assistant and LiveChat

 

  Table of contents
＊How to use IQ Virtual Assistant and LiveChat
＊How to Use
＊About This Service
＊Availability of This Service
＊Scope of Inquiries
＊Personal Information Collected through the Service (if applicable)
＊Disconnecting the Service
＊Changes to the Service

 
We provide IQ Virtual Assistant and LiveChat service to assist customers with inquiries about UNIQLO products and services.

IQ Virtual Assistant is an AI assistant, not a human. LiveChat allows you to chat with a Customer Service agent during the applicable LiveChat operating hours.

IQ Virtual Assistant: Available 24 hours a day.
LiveChat: Monday to Friday 10am-9pm and Saturday-Sunday 11am-6pm. 24th, 26th, 31st December and 1st January: 11am-6pm. Closed: Christmas Day and Easter Sunday.
 
STEP 1: Start a chat conversation
Click “IQ Chat Support” in the “Contact Us” section at the bottom of the page to start a chat with IQ Virtual Assistant.

STEP 2: Enter and send your inquiry
Click the relevant inquiry or enter your question in the text box and click ‘send’.

STEP 3: Contact a LiveChat agent
Please enter “Contact a LiveChat agent” in the text box if you would like to chat with a Customer Service agent during LiveChat operating hours.

STEP 4: End the chat conversation
Click the 'X' to close the chat window.

How our IQ Virtual Assistant and LiveChat service works
Please read the following information before using our IQ Virtual Assistant and LiveChat service.
 
1. The IQ Virtual Assistant and LiveChat service allows customers to submit inquiries about UNIQLO products and services in writing.

2. When using IQ Virtual Assistant, responses are provided by an AI assistant and are generated automatically. At the start of each chat, you will be informed that you are chatting with an AI assistant. When using LiveChat, responses are provided by a Customer Service agent. The chat window will show when a Customer Service agent joins or leaves the conversation

3. Although the IQ Virtual Assistant is designed to provide helpful information, AI-generated responses may not always be complete or accurate. For full details, please refer to our Terms and Conditions , Return Policy and the relevant product or order page, as the information stated therein takes precedence over answers the IQ Virtual Assistant gives. Nothing the IQ Virtual Assistant says affects your statutory rights. If the IQ Virtual Assistant cannot resolve your inquiry or if you require further assistance, you can ask to speak to a Customer Service agent during LiveChat operating hours.
 
This service is available during the following operating hours:

• IQ Virtual Assistant: 24 hours a day.
• LiveChat: Monday to Friday 10am-9pm and Saturday-Sunday 11am-6pm. 24th, 26th, 31st December and 1st January: 11am-6pm. Closed: Christmas Day and Easter Sunday.

From time to time, the service may be temporarily unavailable, for example due to maintenance or technical issues.
 
The IQ Virtual Assistant and LiveChat service is intended to assist with inquiries relating to UNIQLO products and services.

This service may not be able to respond to the following inquiries:

1. Inquiries unrelated to UNIQLO products or services.
2. Inquiries that we are not able to answer due to applicable laws, guidelines, or administrative guidance that applies to our company, and/or any other rules and regulations that we must comply with.
3. Inquiries that cannot appropriately be handled through the IQ Virtual Assistant or LiveChat.

In these circumstances, we may ask you to contact us through another available Customer Service channel.
 
1. When using the IQ Virtual Assistant or LiveChat, please do not provide any personal information about yourself or others (personal information such as your name, address, phone number, email address or account number) or any sensitive information (such as health information). Never share passwords or card payment details in the chat.

2. In the event where personal information is collected through the IQ Virtual Assistant or LiveChat, it shall be processed in accordance with our Privacy Policy.

3. The IQ Virtual Assistant does not make final decisions on refunds, complaints or account restrictions; these are handled by our Customer Service agents.
 
In the following situations, we may disconnect and end the chat without notice or your prior consent:

1. If the text is not readable due to garbled characters, etc.
2. If there is no reply from you for a period of time after our last response.
3. If we determine the text or content is not in accordance with the purpose of service and the messages are abusive, threatening or harassing towards our company or our employees.
4. If we determine that an ter to respond by telephone, email, or other method of communication.
5. If we determine that it is not appropriate for us to continue to respond to you through this service.

 
We may change, suspend or discontinue the IQ Virtual Assistant or LiveChat service from time to time.