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

 

Are all your stores open in Australia?
Currently, most of our stores in Australia are open excluding those in the metropolitan Melbourne area which are closed temporarily. The full list of stores which are currently closed can be found below:
• Chapel Street, Prahran
• Chadstone Centre
• Doncaster
• Camberwell
• Sorrento
• Brighton
• Highpoint
• Emporium, Melbourne City
• Moorabbin Factory Outlet
• Collingwood Factory Outlet

Please note that our Geelong store remains open.

You can also check if a store is open by looking at its trading hours via the store locator page.

Why are your stores in metropolitan Melbourne closed?
The well-being of our people is our highest priority, and we have made the decision to close our stores located in metropolitan Melbourne that have been affected by the stage three lockdowns reimposed by the Victorian Government on Wednesday, 8 July. We’re confident that this step is the best way for us to help protect our teams and communities.

When will your stores in metropolitan Melbourne reopen?
We will continue to assess the landscape as it evolves to determine the appropriate timing for reopening. Keep an eye on our website for the latest information.

Why did you decide to open your other stores in Australia?
We reopened our lululemon stores in Australia in May following government guidelines and the implementation of new in-store safety measures. The well-being of our communities is our top priority, and has been carefully considered in our decision to reopen. We continue to monitor guidance by public health agencies and experts to help ensure the ongoing safety of our teams and our guests.

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 around the world. In-store measures vary state-to-state depending on the local situation. In your local store, these 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.

Will store hours be the same?
Some of our store hours may change temporarily as we adjust to new measures. For your local store’s updated opening hours, check the Store Locator.

 

 

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).

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.

Have the shipping times for online orders changed?
Currently orders are being delivered within 7-10 business days.

 

Returns

 

When will my online return be processed?
Returns typically take five business days to process, however as we focus on keeping our people, guests, and community safe, we're taking extra measures at our distribution centres. These measures include limiting the number of people working at any given time, which may cause some delays to return processing.

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

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 gear, you can wait until your local store re-opens. We’re extending our change-of-mind returns period for our Victorian guests to accommodate our store closures. If your items were purchased on or after Tuesday, 9 June 2020, you'll be able to return or exchange it for change-of-mind reasons up to 30 days after your local store opens again. Please note all other conditions of our Return Policy still apply.

If you're returning an online order or 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 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 5 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 your tracking may not reflect this. As we focus on keeping our people, guests, and community safe, we're taking extra measures at our distribution centres such as limiting the number of people working at any given time, which may cause some delays. We're working through volume as quickly as we can and we acknowledge that your return is taking longer than normal to process.

 

General Enquiries

 

Why can’t I contact the Guest Education Centre by phone?
We are working under some restrictions due to the COVID-19 pandemic. To ensure we get back to our guests as soon as possible, we are limiting our enquiries to live chat and email. We appreciate your patience during this time.

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 5 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?
We’ve temporarily paused our hemming service in some of our stores, whilst others will happily give your item a trim. Please contact your local team to see if they are currently providing hemming to guests.