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 daily 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. Those smile-inducing, feel-good endorphins don’t have to stop just because we’re distancing ourselves. 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

 

Why did you decide to open your 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. These 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
• Temporarily pausing our complimentary hemming service
• 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 will change temporarily as we adjust to new measures. For your local store’s updated opening hours, check the Store Locator.

 

 

Ordering

 

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.

 

Shipping

 

Have the shipping times for online orders changed?
Currently orders are being delivered within 4-7 business days. We are experiencing delays in the shipment of yoga mats (more information below), however we have not been made aware of shipping delays on any other products.

Where is my yoga mat?
With home practice now taking the limelight, we’re experiencing a high demand for our yoga mats. To ensure they arrive to our guests in the best possible condition, we ship yoga mats out separately to other product items (and they don’t receive a separate tracking number). This, coupled with shipping carrier delays, has caused products in the same order to arrive on different days, despite being dispatched on-time. If this is you, and you’ve received a confirmation email with all the items you’ve ordered, please trust that your mat is on its way. We ask that you wait five days after receiving your first items before submitting an enquiry.

 

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?
Yes, we are accepting returns in-store as per our returns policy. Read more here.

I made a purchase in-store before my store was closed and haven’t been able to return it. Can I still return it in-store?
Yes! We’ve extended our change-of-mind returns period to accommodate our store closure period. If your gear was purchased from 25 February – 14 May 2020, you'll be able to return or exchange it in-store or online for change-of-mind reasons until 13 June 2020. Please note all other conditions of our Return Policy still apply.

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 currently experiencing a high volume of enquiries in our Guest Education Centre and 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 10 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?
Please hang on to any items that need a trim for now—we’ve temporarily paused our hemming service in our stores. We’ll let you know when it starts up again via our website.

I dropped my gear off at a lululemon store for hemming before it closed. Can I pick this up now that you have reopened?
Our store teams will be in contact with you when your gear is ready to be collected. If you're no longer able to get to the store where you dropped off your gear we will gladly ship it to you free of charge, just let us know when we get in touch.