You can return an online purchase to one of our stores or for free via New Zealand Post.
Return via New Zealand Post:
Follow these steps to setup the return:
1. Click the button below to start a return
2. Enter your order number and email address
3. Select the item(s) you wish to return
4. A New Zealand Post pre-paid shipping label and a Return Receipt will be generated for you to download, and will also be emailed to you directly
5. Print the shipping label and Return Receipt
6. Place your item(s) and Return Receipt in the reusable shipping bag (that your order came in) and stick the New Zealand Post label to the outside of your parcel, making sure that the barcode portion of the label is visible
7. Drop your parcel off at your nearest New Zealand Post location
Once your parcel has been scanned by New Zealand Post, you can track your return via the link in your return confirmation email.
Online purchases may be returned to any lululemon store with the original receipt. You can find your nearest store here.
*Please note we are unable to process refunds to PayPal or Afterpay in our stores.
This return policy applies to lululemon products purchased from lululemon stores located in New Zealand and online at lululemon.co.nz.
Returns following store closures
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 items, you can wait until your local store re-opens. We’re extending our change-of-mind returns period to accommodate any store closures due to COVID-19. Please visit your local store when they reopen who will happily assist you, and note all other conditions of our Return Policy still apply.
If you’re returning an online order, the quickest and easiest way to get your return started is to click here.
If you're returning an 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 due to restrictions introduced by the Victorian government, we’ve had to change the way we work at our Melbourne Distribution Centre to help keep our people and community safe.
These changes have impacted our usual processing times, and you can now expect your return to be processed in 7 business days. We appreciate your patience during this time.
You have statutory rights under the New Zealand Consumer Consumer Guarantees Act that are in addition to and are not limited by our change-of-mind policy or by any other return policy, statement or comment we might make. If a consumer guarantee is not met, for example if a product is not of acceptable quality, is not fit for its purpose or is different from its description or sample, then you may be eligible for a refund, exchange or to be compensated for any drop in value of the product (if you keep it). If the issue with the product is a minor one, we may choose to offer you a free repair of the product. The consumer guarantees do not apply where, after sale, the product is damaged through misuse or abnormal use.
Further information about the consumer guarantees is provided here:
https://www.consumerprotection.govt.nz/general-help/consumer-laws/consumer-guarantees-act/ (which includes details about the consumer guarantees)
https://www.consumerprotection.govt.nz/general-help/common-consumer-issues/faulty-products/ (which includes details about your rights where a consumer guarantee is not met)
To make a claim under the Consumer Guarantees Act, you will usually need to return the item to us and will need to provide proof of purchase. We expect the proof you provide to include some specific reference to the item your claim relates to or the specific amount paid for the item. To make a claim under the Consumer Guarantees Act please contact our Guest Education Center (GEC) or visit one of our stores.
If you change your mind, you can return most products (see below) within 30 days after receiving your order provided the following conditions are satisfied:
We do not accept the return of products under our change-of-mind policy that are:
For change-of-mind returns we will choose whether you are given a refund, store credit or an exchange for the same item or for an alternate item of equivalent value.
During the period starting on 31 October 2022 and ending 24 December 2022 we have extended the time you have to return most products if you change your mind. If you purchase a product during this period, you will have until 23 January 2023 to return the product. Other than the extension of the return policy, our change-of-mind policy continues to apply to returns during this period. Please see our change-of-mind policy for all information.
lululemon currently offers its customers in New Zealand shopping online the option of making split payments on lululemon products (except lululemon gift cards or e-gift cards) using a combination of valid lululemon gift cards and Afterpay.
Return and refund of online orders purchased by split payments can only be made through our online platform here.
If your return satisfies the conditions of this Returns Policy, we will issue your refund to you using your original payment method in the following order of priority:
In addition to this Refund Policy, when you make split payments with lululemon gift cards and Afterpay, the portion of your purchase paid for using Afterpay is subject to Afterpay’s own terms and conditions, including Afterpay’s refund policy. It is your responsibility to make sure you are familiar with and understand these third party terms when making split payments on our products. You can read more information about Afterpay and its policies by clicking here
If you want to exchange your product purchased online under this return policy, please bring your product back to your nearest store. We are unable to facilitate exchanges through our online store.
Once you have posted your return to us, please allow up to 6 weeks (4 weeks to arrive back at our distribution center and 2 weeks to process) for your refund to be processed in full back to your original payment method.
During the period starting on 30th of October and ending 24th of December we have extended the time you have to return most products if you change your mind. If you purchase a product during this period, you will have until 21st January 2024 to return the product. Other than the extension of the return policy, our change-of-mind policy continues to apply to returns during this period. For quality returns outside this time period, please head into store or contact our GEC to process your return.
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.
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.
Cross-border goods can be exchanged (in-store only) or the credit can be put onto a gift card excluding items fall under “exceptions for return” Please keep in mind the items you bring back will be valued in the currency of the country processing the return.
Last updated 30th October 2023
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