Latest COVID-19 Information
We understand our guests may have questions about their experience with lululemon as we navigate the COVID-19 coronavirus pandemic. Read an update on COVID-19 from our CEO Calvin, here. We will keep this section on our website updated frequently with latest developments. If you have a question that isn’t answered below, please contact our Guest Education Centre here.
We’re experiencing a higher than normal number of online orders and returns with our stores temporarily closed. Due to increased volumes and some of our teams working remotely, our response and processing times are currently longer than normal. If you’ve already submitted an inquiry to find out more information, sit tight—our team will get back to you with an update as soon as possible. We appreciate your patience during this time, as we continue to support and prioritise the wellbeing and safety of our team.
Information last updated: 29/05/2020
Why did you close your European and North American stores?
All of us at lululemon continue to play close attention to the coronavirus, and its potential impact on our teammates, friends and families across the globe. To ensure the safety and well-being of our communities, and to comply with certain local authority regulations, we have made the decision to close all stores in Europe and North America until it is safe to reopen. We are grateful for your support as we navigate these uncertain times together. While our stores are closed for now, our websites remain available.
When will your stores reopen?
All timing decisions are made with the safety of our people and guests top of mind. We plan to take a phased approach to reopening, dependent on local government directives and guidance from local health authorities. Following government guidelines, we recently reopened our stores in Germany, Switzerland, France and Norway, where we have introduced new safety measures to protect our community.
Can I still shop online?
You sure can. Check our website for weekly product drops and our usual free standard shipping.
Will my order be delayed?
As we prioritise the well-being of our people, our distribution centres are working at a decreased capacity. We are following local government guidelines which are ever-changing, please keep checking your tracking for updates to your order. If an order is failed to be delivered, it will be returned to our warehouse after 3 failed delivery attempts and an Educator will contact you regarding a refund or re-shipment.
We know you’re eager to see your new gear and we’ll be hustling hard to get it on your doorstep. We really appreciate your patience during this time and will continue to communicate with our guests about their orders when necessary.
Is there any risk to shopping online?
We’re following guidance issued by health authorities in regard to our people and business. The WHO has confirmed it is safe to receive packages from anywhere in the world, including an area where a coronavirus outbreak has been identified. See more info from the WHO here.
I cannot access my delivery point, can I cancel my order?
If your order was placed less than 1 hour ago, please contact our Guest Education Centre here. If your order was placed over 1 hour ago or has been dispatched and is in transit, we are unable to process the cancellation. The order will be returned to sender after three failed delivery attempts and your full order value will be refunded to your original method of payment. Please keep an eye on your tracking to follow the progress of your parcel. Please allow three weeks once the order has been returned to us for the money to show in your account.
I cannot access my delivery point, can I change my address?
UPS is unable to update the delivery unless there has already been a failed delivery attempt. UPS address updates will only work when the shipping address is incorrect, incomplete or the guest is not available to receive it. Please contact our Guest Education Centre here.
Can I still return my online order?
Yes. For online orders, our returns service is running as normal. If you can’t access a UPS drop off point, you can arrange for a home collection here. Make sure to select your country of origin before scheduling pick up. If you don’t feel comfortable with this, we are extending our returns policy for all orders placed on or after February 15, so you don’t have to worry.
For store orders, If you’d like to exchange your gear, you can wait until our doors reopen. If your gear was purchased on or after February 15, you’ll be able to return or exchange it up to 30 days after your local store opens again. Timing may vary store by store—we continue to monitor the current situation and do what's best for our educators and guests. If you would like to post your order back to us please contact our Guest Education Centre here and we will be happy to help.
I dropped my gear off at your store for hemming and now it’s closed, how will I get it?
We appreciate you reaching out about your gear and want you to know that is safe and secure with our stores and hemming partners. The safety of our people and community is very important to us, which means your hemming will become available once our stores reopen. If you’re no longer able to get to the store where you dropped off your gear, not to worry—the store would be more than happy to ship it to you.
Why are you cancelling Sweatlife Festival London?
All of us at lululemon continue to pay close attention to the rapidly changing landscape and the impact on our communities across the globe. With the safety of our guests, ambassadors and team as our number one priority, we have made the difficult decision that Sweatlife Festival London will no longer take place on Saturday June 20 and Sunday June 21. We apologise for any inconvenience caused and appreciate your understanding that the health of our community always comes first.
Will Sweatlife Festival London be rescheduled?
Our decision to cancel Sweatlife Festival London in June reflects our prioritization of the safety and well-being of our community. Given the scale of the event and the evolving nature of the situation, the event will not be rescheduled in 2020. We invite you to explore our online hub of at-home yoga practices, meditations, and more and hope to see you at future events.
My question hasn’t been answered, who can I contact?
Above all, we are here to support you. If we haven’t answered your question above please get in touch with our Guest Education Centre here. Please note, our Educators are currently working remotely so response times may be longer than usual.
Be kind, move your bodies, and let’s take care of each other.