How do I create an account?
You can create a lululemon account to save your preferred methods of payment, delivery address, wish lists and more on the "Create my Account" page. Click here to create a new account.
Do I need to create an account?
No, you’re still able to complete a purchase as a guest. However, the benefit to creating an account is you can securely save your addresses, payment options and wish lists for quicker checkouts in the future and see your past order history.
I can’t log into my UK account. Why?
If you are an existing customer that previously ordered from www.lululemon.co.uk, then you will need to create a new account to shop our new website, here.
If you already created a new account and have forgotten your password, you can reset your account by clicking the "Forgot Password?" at the bottom of the account login page here.
How do I reset my account password?
You can reset your account password by clicking the "Forgot Password?" link at the bottom of the account login page.
How can I sign up for lululemon newsletters?
You can sign up for lululemon newsletters by entering your name and email address in the lululemon sign up form at the bottom of our website.
How do I update my newsletter preferences and languages?
You can update your newsletter preferences, including your language, by clicking the link to update your preferences at the bottom of your email.
How do I stop receiving newsletters or marketing emails?
You can unsubscribe from our newsletters at any time by clicking the unsubscribe link at the bottom of your email.
How do I delete my account?
You can request to have your account deleted by using the following form here.
Can I change or 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.
It's my first time ordering on www.lululemon.co.uk, what do I need to know?
Place an order for delivery to UK on www.lululemon.co.uk by selecting your products and completing our checkout process. You can check out as a guest, or you can create an account with us and save your address, payment methods and wish lists.
How do I see orders I made on www.lululemon.co.uk?
If you've placed on order on www.lululemon.co.uk and you have an account, you will still be able to see your order history by signing in and clicking on "Profile". You can also check your order and return status here.
Do I need to have an account to place an order online?
You don't need to have an account to place an order. However, the benefit to creating an account is you can securely save your addresses, payment options and wish lists for quicker checkouts in the future and see your past order history.
How do I know if my order is processed?
A pre-authorization is placed onto your credit card when your order is placed, however we don’t process the payment until the order is ready to ship. Once your order is shipped, you will be charged and sent a shipping confirmation email.
Where can I find my order number?
Once your order is placed, you’ll be sent an order confirmation email with your order number and details.
Can someone help me place my order online?
Absolutely! Contact our Guest Education Centre here for help on placing your online order.
Is ordering from lululemon over the internet secure?
Yes. We've taken several steps to ensure all information received from our customers online is secure.
Can I get an invoice for my order?
Yes; to download your Invoice please log into your account, select your order, select ‘View Sales Receipt’. If you checked out as guest, please use the Check Your Order form. Enter your order number and associated email address, select ‘View Sales Receipt’. Keep in mind you can’t view your invoice until payment has been processed. If any items are returned the Sales Receipt will be updated once a refund is processed.
Will I receive a shopper with my order?
As part of our journey towards a sustainable and waste-free future we have made the decision to no longer include our branded shoppers with orders placed online. However, if you would still like to receive a shopper with your order, please visit any lululemon store with your order confirmation and we will be happy to provide you with one. If you have any feedback, please contact our GEC team who will be happy to support you.
What is your delivery time & cost?
We offer complimentary shipping on all our orders.
Our Distribution Centre is based in the Netherlands, where your order will be shipped from.
Orders are shipped on business days only. Business days are Monday to Friday, excluding national holidays in the UK and Netherlands.
|UK Mainland||4-6 business days|
|Northern Ireland, Jersey, Guernsey, Isle of Man||5-7 business days|
How can I check my order and delivery status?
Once you place your order, please allow 1-2 days for our warehouse to process it. You will receive a dispatch confirmation email once your order is shipped with a link to track your parcel on the UPS website. Alternatively, you can log in to your account to track your order’s delivery progress here.
Do you deliver to PO Boxes?
Unfortunately we do not deliver to PO boxes.
Can I order online and pick up my order from a lululemon store?
Not at the moment, but we’re working on it! Stay tuned.
If your order isn’t quite right, you can breathe easy. Once you’ve received your items, we are happy to offer a free refund within 30 days, see full refund policy here. You can return your items by post or in person by visiting one of our stores.
HOW TO RETURN AN ONLINE ORDER BY POST:
To make an online return, follow these easy steps:
Once your parcel has been scanned by UPS, you can track your return via the link in your return confirmation email.
I don't have a printer, what shall I do?
Please contact our Guest Education Centre directly for help.
I can’t make it to a UPS Drop off location?
Follow steps 1-7 to set up your return, and then visit UPS here to schedule a parcel collection.
HOW TO RETURN AN ONLINE ORDER TO STORE:
Online purchases may be returned to any lululemon store excluding concessions and outlets (Harrods, Selfridges, Brown Thomas, Le Bon Marché Oberpollinger, NK, Bicester Village, Wertheim Village).
Note: We are unable to process refunds to Klarna and PayPal in our stores, but we can apply a credit to a gift card, AMEX, Visa or MasterCard.
What is your returns policy?
Our returns policy is as follows:
- We offer complementary returns
- Returns must be made within 30 days from the delivery date
- All merchandise must be unwashed and unworn with the original hangtags attached
- Proof of payment must accompany the return
- All garments are subject to inspection
Note: subject to your right to cancel and your statutory rights, products excluded from return are: headwear, face masks and gift cards. Swimwear must be returned with hygienic liner intact.
When will I get my refund after I have returned my order?
Once we receive your return at our warehouse, it will take 5-7 business days to process. Your funds will then be credited back to your original method of payment. Please keep in mind it can take up to 3-10 business days for the funds to appear on your statement, depending on your banking institution.
How many days do I have to return my order?
Returns are free and easy within 30 days of receiving your order if they qualify as per our returns policy.
Where can I find my return authorisation number?
Your return authorisation number is included on your return receipt once you generate your return. Be sure to include this receipt inside your return for ease of processing.
I've lost my shipping label/return receipt. What do I do?
You can get a copy of your return label at any time through our returns portal by accessing your return information here, or find it attached to your return confirmation email.
I logged into the returns portal but can't select my items to return them, what's going on?
If you can't select your items to return, it is because your items were received more than 30 days ago and are now outside the change-of-mind returns period. If this is not the case, or you would like to process a quality return outside this period, please head into store or contact our GEC to process your return.
Can I return an online or store purchase in another country?
Cross-border goods can be exchanged (in-store only) or the credit can be put onto a gift card (in-store or by mail). Please keep in mind that the items you bring back will be valued in the currency of the country processing the return.
Can I exchange my product(s)?
Yes! Please bring your product back to your nearest store. Find out where yours is here.
Do you offer gift receipts?
We do not currently offer gift receipts for online purchases.
What payment types do you accept?
We accept Visa Debit, Visa Credit, Mastercard, American Express, JCB, PayPal and Gift Cards. Please note, we cannot split payments between credit cards. However, we can accept payments split by gift cards and credit cards.
When will I be charged for my order?
A pre-authorisation is placed onto your credit card when your order is placed, however we don’t process the payment until the order is ready to ship. Once your order is placed you will be sent an order confirmation email with your order number and details. We will then process and package your order. Once your order is sent for delivery, you will be charged and sent a delivery confirmation email. The pre-authorisation will drop in 7-10 business days.
Can my billing and delivery address be different?
Yes, you’re billing and delivery address can be different.
What is Klarna?
Klarna is an alternate payment service provider that allows you to split your purchase into 3 interest-free payments. Klarna takes end-to-end responsibility for your payment.
How do I use Klarna?
If your basket is eligible for 3 interest-free payments with Klarna, you will be able to select Klarna as a payment method during checkout. After your order is shipped, you will be charged for the first third of the total amount. Klarna will send a notification once the payment has been processed. You will be informed ahead of time before the next payments.
Is Klarna safe and secure?
Klarna’s solution is designed to prevent unauthorised use and to protect your personal information. To achieve this, they use security measures that include computer safeguards and secured files and buildings. They also maintain other physical, electronic and procedural safeguards to protect this information and they limit access to information to those employees for whom access is appropriate.
Where can I use Klarna?
Klarna ‘pay in three’ is only available on our UK website at the moment but you’ll see it on more of our European websites soon.
What do I need to use Klarna?
To sign up, you will need:
1. A UK-issued debit or credit card
2. To be 18 years of age or over
3. An email address
4. An SMS-capable phone number
5. A UK residential address for delivery
Klarna currently accepts most debit and credit cards (i.e., Mastercard, Visa, AMEX, Discover). Please note, prepaid cards are not accepted.
Please refer to our regional websites for availability in other countries.
What products are not eligible for purchase using Klarna?
Klarna is not available on purchases of gift cards or memberships. If you’re purchasing gift cards along with Klarna-eligible products, you’ll need to place two separate orders.
Is there a minimum amount I have to spend on a single transaction?
Yes, Klarna plans are available on orders with a minimum spend of £10 and a maximum spend of £1,000.
Does Klarna affect my credit score or perform a credit check?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor lululemon run credit searches against you that could impact your credit rating
Please spend responsibly – Borrowing beyond your means could seriously affect your financial status, ensure you can afford to make your monthly repayments on time by the due date.
Why have I not been offered Pay later in 3 interest-free instalments?
Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.
How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?
Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 3 interest-free instalments before does not mean it will be offered for every order. In turn, if your application for Pay later in 3 interest-free instalments is denied, it does not mean it will be denied for all future orders.
How does the payment schedule work?
The first payment is taken from your debit or credit card at the time the merchant confirms your order. The two remaining payments will also be taken from your card 30 and 60 days after the first payment is taken. Klarna will tell you the due dates via electronic communication and they are viewable in the Klarna application. Read more here.
If you want to pay the outstanding balance of your purchase early or before the due date, simply log in at the top of the Klarna page, go to the order page, and select “Pay off early”.
Where can I find common questions about payments?
You can log into the Klarna app and live chat with Klarna’s customer service agents 24/7 to confirm payment or request that your contact details be updated. Additional FAQs on Klarna can be found here.
What if I can’t pay a Klarna installment?
Klarna will automatically attempt to collect payment for your payments purchase from the card that you entered at checkout. You can find out when your payments will be collected in the email that you received at the time of purchase or by logging into your Klarna account.
If the automatic payment fails, Klarna will try again after 7 days. If this payment also fails, Klarna will make another attempt after a further 7 days (14 days after the date of the first attempt).
Failure to make payment on time could result in your debt being passed to a debt collection agency and affect future lending decisions made by Klarna.
What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at lululemon from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make two further attempts to automatically collect payment, one at 7 days post missed payment and one at 14 days. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience.
You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use the service in the future. We may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by lululemon. All transactions take place via connections secured with the latest industry standard security protocols.
Have you received my payment?
Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.
I haven’t received an email with my statement/payment information.
You can log in the Klarna app or at www.klarna.com/uk , where you will find all of your orders and payment schedule information. Visit Klarna app or Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.
When will my items be delivered if I use Klarna?
Klarna orders are delivered as per our standard shipping time frame after you complete your order online.
Visit our shipping page for more information by clicking here.
I've received a statement, but I've not yet received my goods.
In the event that your goods have not been received please contact our GEC to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
How do I return or exchange an item purchased using Klarna?
Changed your mind? Make sure your purchase is eligible for return, you can view our return policy here. You can set up an online return here. We are unable to process Klarna refunds in store. We’ll Klarna know about your return and they’ll handle your refund. Make sure you’re not returning your items to Klarna directly.
If you think there’s a problem with your Klarna purchase payment or refund, connect with their support team directly. Klarna’s customer service agents are available 24/7.
What happens if I have a partial refund, and how does that affect my payments?
Once we have received the return (partial or full) at our warehouse, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app and you can find out more about the lululemon returns policy here.
I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.
Where can I find out more about Klarna?
If you have any questions about your account, you can contact Klarna’s customer service agents directly.
About lululemon and Klarna
lululemon athletica UK Ltd acts as an introducer and not a lender of unregulated credit products provided exclusively by Klarna Bank AB (publ). Credit is only available to permanent UK residents aged 18+, subject to status, terms and conditions apply. Please note that the following products are not regulated by the FCA: Pay in 30 days and Pay in 3 instalments
Do you sell gift cards?
Yes. You can purchase physical gift cards in store and e-gift Cards online. They can be redeemed in-store or online and should be treated like cash as they cannot be replaced. Gift cards and e-gift cards are final sale.
E-gift cards can only be purchased online and are delivered via email. They can be redeemed in-store or online, just like a physical card. Unfortunately, our gift cards cannot be redeemed in the following countries: Qatar, Bahrain, Oman, Kuwait, UAE.
How do I check the balance and transaction history on my gift card?
You can check the balance online when placing an order and selecting your payment option. Gift Card will be found under “More Options” during the checkout process.
Alternatively, you can also check the balance of your gift card in store too. Regarding the transaction history, you can reach out to the GEC for us to look into this.
Where can I redeem my gift card?
You can redeem your gift card both online and in-store. Gift cards are not accepted in concession stores (shop-in-shops) such as Harrods, Selfridges, Le Bon Marché and or Brown Thomas, or with our wholesale partners. Unfortunately, our gift cards cannot be redeemed in the following countries: Qatar, Bahrain, Oman, Kuwait, UAE. Note that gift cards purchased in China, Mexico, Dubai or Qatar can only be redeemed in the same country of purchase.
How can I redeem my gift card?
The payment is done at the very end of the checkout process and not at the billing stage.
Follow these steps once you have checked out:
1) Fill in your contact and shipping information and select your shipment method.
2) Continue to Billing.
3) Select your payment method. Gift Card can be found under ‘More Options’.
4) Review Order.
5) Tick the Terms and Conditions box and proceed to Payment.
6) You will be redirected to a Givex Portal on which you will have to enter the Gift Card number and its PIN.
If your gift card balance is not enough to complete the order, you can pay the rest with either a credit card or another gift card. Note that you can combine up to five gift cards in a transaction.
I want to place an order online using my gift card. Can I combine it with PayPal if there isn’t enough money on the gift card?
At the moment, gift card payments cannot be combined with PayPal. However, you can combine one with a credit card or another gift card.
I lost my gift card, what should I do?
We can’t replace them if they’re lost, stolen, destroyed, or used without your permission. So, hold on to them tight! Gift cards should be treated like cash.
Will I be refunded on the same gift card if I return a product?
If you initially used a gift card to place an order but need to return it, you will be refunded onto a new gift card which you will receive once the return is processed. If your order was placed with both a gift card and credit card, the refund method will depend on the refund value and the amount initially covered by each payment method used.
Where is my nearest lululemon store?
You can find your nearest lululemon store using our store finder.
What is We Made Too Much?
We Made Too Much is a collection of gear and products that offer you a chance to invest less, sweat more. You can find our We Made Too Much collection for Women here and Men here.
How do I use a promotion code?
You can use a promotion code by entering it into the promotion code box in the checkout.
My promotion code isn’t working. What do I do?
Here’s what you can do:
-Check the terms and conditions of your promotion, to ensure the products in your basket are included in the promotion.
-Make sure to double check the promocode’s spelling
-Our promocodes are case sensitive, so ensure you’re using capitals in the right places
If your promotion code still isn’t working, contact our Guest Education Centre (GEC) here for more support.
Why doesn’t my promotion apply the correct discount to my order?
Please check the terms & conditions associated with your promotion for all the details on inclusions and exclusions. Some items will be excluded from the promotion you wish to use.
Why won’t my promotion code work on We Made Too Much products?
We Made Too Much products are often excluded from promotions as they are already at a reduced price. Please check the terms & conditions associated with your promotion for all the details on inclusions and exclusions.
The product I want is sold out. How do I find it?
If a product you're looking for is sold out online in the style or size you want, then it may be available one of your local stores. You can check your nearest store’s inventory using our store finder.
Also check back often, we have new products arriving online and in stores every week.
What materials are your products made from?
You can find out more about the materials and fabrics we use in our products under the "Fabric" tab on each individual product page.
Where can I find your size guide?
We use North American US sizing on our gear. To find your local size equivalent, use our size guides located here or on each product page.
What sizes are your products?
All our gear is sized using North American US sizing. You can find the size on each product page online or the product hangtag and label in stores.
I have questions about your events. Where do I find more info?
Find out everything you need to know about lululemon events happening in your area here.
Got questions for a specific department?
We’ve got the answers. Contact them below:
Contact our media team here.
Learn about our investors here.
Learn about our Strategic Sales team here.
Find everything you need to know about how to look after for your gear under the "Care" tab on the product page.
Will Brexit impact my order?
Our Distribution Centre is located in the Netherlands. As the Brexit transition agreement between the UK and EU ends on 31 December 2020, there may be increased transit times between the EU and the UK from 1 January 2021, so please allow additional time for your order to arrive. We are working hard with UPS to minimise any delays and you will be able to follow your delivery via the tracking link in your shipping confirmation email.
If you return an item to us, this will still be processed within the advertised timeframe at our UK based returns centre.
How long will it take for my order to be delivered to the UK?
Once you have placed your order online, please allow 1-2 business days for us to process and send it from our distribution centre in the Netherlands before you track your order.
It then normally takes an average of 3-4 business days for deliveries to reach UK addresses, from the moment they leave our warehouse in the Netherlands. However, throughout January and February 2021 please allow more time as it may take longer for our courier partner to take care of any new customs documentation requirements.
We will be working hard with our courier partner to make sure you receive your order as soon as possible.
How do you ship to the UK?
We use UPS. You can start tracking your order once it’s shipped.
Will I be charged any extra costs?
No, there are no extra costs, duties or taxes to deliver your order to a UK address and shipping is still free on all orders.
How can I return my order from the UK?
You can simply use our online portal to arrange for a free UK return - see our return and refund information here. Returns must be made within 30 days from the delivery date.
If you return an item to us, this will still be processed within the advertised timeframe at our UK based returns centre.
Will I pay an extra shipping costs when returning products from the UK?
No, there are no extra costs to return your item(s) to us from a UK address.
How long will it take me to be refunded for my return?
Once we receive your return at our UK based return centre, it will take 5-7 business days to process. Your funds will then be credited back to your original method of payment. Please keep in mind that it can take up to 3-10 business days for the funds to appear on your statement, depending on your banking institution.
Will the same products be available to UK customers?
Yes, the same product assortment will be available to our UK customers.
I live in Northern Ireland. Will my order or return be affected?
We do not expect any delays in orders getting to guests in Northern Ireland. Please allow 1-2 business days for us to process and send it from our distribution centre in the Netherlands before you track your order. It then takes on average 4 business days for deliveries to reach Northern Ireland addresses.
There are no extra costs, duties or taxes to deliver your order to a Northern Ireland address.
I live in Guernsey and Jersey. Will my order or return be affected?
We do not expect any delivery changes or delays to orders going to guests in Guernsey and Jersey. Please allow 1-2 business days for us to process and send it from our distribution centre in the Netherlands before you track your order. It then takes an average of 3-5 business days for deliveries to arrive.
Duties and taxes remain applicable for orders going to Guernsey and Jersey addresses.
I live in Isle of Man. Will my order or return be affected?
We do not expect any delivery changes or delays to orders going to guests in Isle of Man. Please allow 1-2 business days for us to process and send it from our distribution centre in the Netherlands before you track your order. It then takes an average of 3-5 business days for deliveries to arrive.
There are no extra costs, duties or taxes to deliver your order to an Isle of Man address.