Help

 

We’re experiencing a higher than normal number of online orders and returns at the moment. 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.

 

My account

Ordering

Shipping & Delivery

Returns & Refunds

Payment

Find a Store

Promotions & Discounts

Products

Size Guides

Events

Contact Us

Garment Care

 


 

My account

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.

 

 


 

Ordering

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 a VAT invoice for my order? 

Yes; to download your VAT 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.

Can I cancel my online order?
You cannot change or cancel your order after it's been placed. But if you've changed your mind about an order, you can make a return. Find our instructions to make a return here.

 

 


 

Shipping & Delivery

How can I check my order and delivery status?
Once you have placed your order online, allow 1-2 business days for us to process your order and send it from our distribution centre before you can begin to track your order. You will then receive an order confirmation email, with a link to track your order. You can also track your order here.

What is your delivery time & cost?
Your order delivery time depends on the delivery method you choose:

Standard (2-4 business days): it’s on us! Express (1 business day): £ 8

Orders are shipped on business days only. Business days are Monday to Friday, excluding national holidays in the UK and Netherlands. You will receive a notification if we have any difficulties with processing your order shortly after the issue is identified.

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.

 

 


 

Returns & Refunds

What is your returns policy?
Our returns policy is as follows:
-We offer FREE 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: underwear, headwear, water bottles and gift cards. Swimwear must be returned with hygienic liner intact.

How do I return an online purchase?
You can return an online purchase for FREE to your nearest store or by post. Here’s how:

RETURN TO STORE
Online purchases may be returned to any lululemon store (excluding concessions and outlets– Harrods, Selfridges, Brown Thomas, Le Bon Marché, Bicester Village, Wertheim Village) with the original receipt. You can find your nearest store here.
*We are unable to process refunds to PayPal in our stores, but we can apply a credit to a gift card, AMEX, Visa or MasterCard.

RETURN BY POST
Your order will arrive with a UPS returns label. From there:
-Package your items(s) and attach the returns label provided
-Leave your package at the nearest UPS drop-off location. Find your nearest UPS location here.

When will I get my refund after I have returned my order?
Once we receive your return at our warehouse, it will take 10-15 business days to process (not including weekends). After your return has been processed, your funds will 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. Please allow for 3 weeks for processing.

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. Check here.

Where can I find my return number?
Once we have received your return (or if you have contacted our Guest Education Centre (GEC) to help begin your return), you will receive a return confirmation email with a return number.

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.

I’ve lost my return label. What do I do?
If you have lost or misplaced your returns label, you can contact us and we will be able to provide another return label free of charge.

Do you offer gift receipts?
We do not currently offer gift receipts for online purchases.

Can I return a gift purchase?
Please contact our Guest Education Centre (GEC) here or visit a lululemon store (find your nearest location here) to arrange for an exchange of a gifted item.

 

 


 

Payment

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.

 

 


 

Find a store

Where is my nearest lululemon store?
You can find your nearest lululemon store using our store finder here.

 

 


 

Promotions & Discounts

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.

Soho House - 25% off for eligible Soho House members only, until May 31st 2020. Any refunds will take the discount into account. Offer strictly non-transferable and cannot be sold or exchanged for cash. lululemon reserves the right to reject use of this offer with reasonable cause. Offer can be used online at www.lululemon.co.uk, www.lululemon.de, www.lululemon.fr and eu.lululemon.com). EXCLUDES: Items marked as Sale [‘We Made Too Much’]. Offer cannot be used in conjunction with any other lululemon discount voucher or code.

To redeem your code you must be logged in to your lululemon account on our website (lululemon.co.uk, eu.lululemon.com, lululemon.de or lululemon.fr). If you do not have an account, please create an account before continuing to shop— if you try to enter the code in your bag whilst not logged in it will not work. Once signed in, go ahead and shop as usual, please note there are some product exclusions in place which can be found in these terms and conditions. Once you are ready to checkout, click on the bag icon to go to the ‘My Bag’ page. Enter your code where it says ‘Enter Promo Code’ and press ‘Submit’, the discount will then be deducted from each eligible item and will be reflected in the total. Proceed through checkout as normal.

 

 


 

Products

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 here.

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.

 

 


 

Size guides

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.

 

 


 

Events

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.

 

 


 

Contact us

Got questions for a specific department?

We’ve got the answers. Contact them below:

MEDIA
Contact our media team here.

INVESTORS
Learn about our investors here.

STRATEGIC SALES
Learn about our Strategic Sales team here.

 

 


 

Garment care

Find everything you need to know about how to look after for your gear under the "Care" tab on the product page.