An Update for Our Guests – COVID-19 FAQ

Things might feel a bit strange right now with what’s going on in the world. Every day is different, and what you need in every moment might be different too.

That’s why we want to be here for you. During this time, we’re delivering content from our community and ambassadors on Instagram to help you live #thesweatlife wherever you are. From do-anywhere workouts to live yoga and meditation, we’ve got your body and mind covered.  Please join us via @lululemonausnz or on our website here to find calm and connection to yourself, and each other throughout this challenging time.

 

Store Operations

 

How can I find out if my local store is open?
The easiest way to find out if your store is open is by checking its trading hours via the Store Locator page.

What safety measures are in place to protect lululemon employees and guests?
To protect the well-being of our people and our guests, we are taking extra measures to prevent the spread of COVID-19 in our stores. In-store measures vary state-to-state depending on the local situation and may include:

• Staying 1.5 - 2 metres apart (hint: the length of a yoga mat)
• Accepting cashless payments only
• Advising guests to sanitise hands when entering our stores
• Increased hygiene practices for employees and cleaning protocols for stores
• Asking that guests return another time if they feel unwell

We are grateful to all of our guests for doing their part to keep our community safe.

When will community classes and events be available again?
We are deeply committed to the well-being of our people and our communities. As we continue to monitor COVID-19 and the quickly changing landscape, community classes and events are suspended until further notice. Visit the Community Carries On Hub for a variety of virtual offerings to stay moving and connected during this time.

Have store hours changed?
Some of our store hours may change temporarily as we adjust to local conditions. For your local store’s updated opening hours, check the Store Locator page.

 

 

Ordering & Shipping

 

Can I still make an order online?
Our Australian online store is always open for you to shop whenever you'd like, with free express shipping on all orders (as always).

Have the shipping times for online orders changed?
Due to restrictions introduced by the Victorian State Government, we’ve had to change the way we work at our Melbourne Distribution Centre. These changes have impacted our usual processing times, and you can now expect your order to be on its way 5-7 business days from when you placed your order. Once your order is processed, you will receive an email with your tracking information so you can follow along with your delivery. We appreciate your patience during this time.

Are you able to access my in-store purchase history?
Only our stores have access to in-store purchase history at this time.

I’m looking to edit the address on my order.
Once an order is placed, we're unable to edit or make changes. We can, however, attempt to update the address through our shipping partner StarTrack. Keep in mind, this process is never a guarantee as it depends on the status of the shipment. Start a chat with us between Monday-Friday 9am-5pm AEST and we’ll do our best to assist you.

 

Returns

 

When will my online return be processed?
Due to restrictions introduced by the Victorian State Government, we’ve had to change the way we work at our Melbourne Distribution Centre to help keep our people and community safe. These changes have impacted our usual processing times, and you can now expect your return to be processed in 7 business days. We appreciate your patience during this time.

Are you accepting returns in-store?
We are accepting returns in all stores that are open as per our returns policy. Read more here.

I couldn’t return my item because my local store was closed and now it’s outside the 30-day return period. Can I still return it?
Absolutely. In areas where stores have had to close due to COVID-19, we have extended our change-of-mind returns period. Please visit your local store when they reopen who will happily assist you, and note all other conditions of our Return Policy still apply.

My local store is currently closed, how can I make a return?
We've got your back, and have a few options to make sure you can still return your gear. If you'd like to exchange your items, you can wait until your local store re-opens. We’re extending our change-of-mind returns period to accommodate any store closures due to COVID-19. Please visit your local store when they reopen who will happily assist you, and note all other conditions of our Return Policy still apply.

If you’re returning an online order, the quickest and easiest way to get your return started is to click here.

If you're returning an in-store purchase, you're also more than welcome to contact our local Guest Education Centre team via live chat or email through our website. Please note that due to restrictions introduced by the Victorian government, we’ve had to change the way we work at our Melbourne Distribution Centre to help keep our people and community safe.

These changes have impacted our usual processing times, and you can now expect your return to be processed in 7 business days. We appreciate your patience during this time.

The return tracking number for my order says 'delivered', but I haven't received my refund.
We're still receiving returns at our warehouse, though they are taking longer to process than usual. Due to restrictions introduced by the Victorian State Government, we’ve had to change the way we work at our Melbourne Distribution Centre to help keep our people and community safe.These changes have impacted our usual processing times, and you can now expect your return to be processed in 7 business days. We're working through volume as quickly as we can and we’re grateful for your understanding.

 

General Enquiries

 

I emailed the Guest Education Centre but still haven’t heard back, why is it taking so long?
We are currently experiencing a high volume of enquiries in our Guest Education Centre and working under some restrictions due to the COVID-19 pandemic. Our educators are working as quickly as they can and are currently responding to emails within approximately 2 business days. We appreciate your patience during this time.

Please note that enquiries are addressed on a first come, first serve basis so submitting several enquiries will not yield a faster response.

Can I take in my items to be hemmed?
You sure can! All of our open stores are offering either standard hemming or off-the-body hemming depending on their local health and safety measures. Please contact your local team for more information.