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 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. 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

 

Are all your stores in New Zealand open?
Yes! All our stores in New Zealand are open. Check out the store locator page for your local store’s trading hours.

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. In-store measures may vary depending on the local situation. These include:

• Staying 1.5 - 2 metres apart (hint: the length of a yoga mat)
• Limiting the number of guests in our stores at any one time
• Accepting cashless payments only
• Advising guests to sanitise hands when entering our stores
• Increased hygiene practices for employees and cleaning protocols for stores
• 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 may change temporarily as we adjust to new measures. For the most up-to-date opening hours, check the Store Locator.

 

Ordering & Shipping

 

Can I still make an order online?
Our online store is open for you to shop whenever you'd like, with our full range available and free shipping on all orders (as always).

Have the shipping times for online orders changed?
Due to restrictions introduced by the Victorian State Government, we’ve had to change the way we work at our our distribution centre in Melbourne, Australia. These changes have impacted our usual processing times, and you can now expect your order to be on its way 3-4 business days from when you placed your order. Once your order is processed, you will receive an email with your tracking information so you can follow along with your delivery. We appreciate your patience during this time.

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 DHL. 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.

 

Returns

 

When will my online return be processed?
Due to restrictions introduced by the Victorian State Government, we’ve had to change the way we work at our our distribution centre in Melbourne, Australia 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.

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

I’m not comfortable going into a store right now, how can I make a return?
If you’d like to return an order without heading into store, you're more than welcome to contact our local Guest Education Centre team via live chat or email who can process your return for you. Please note that exchanges can only be processed in-store.

I couldn’t return/exchange my item because my local store was closed and now it’s outside of the 30-day change-of-mind period, what do I do?
Please head into store or contact our Guest Education Centre and they will be happy to extend the change-of-mind period to account for the time our Auckland stores were closed in August.

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 they are taking longer to process than usual. Due to restrictions introduced by the Victorian State Government, we’ve had to change the way we work at our our distribution centre in Melbourne, Australia 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're working through volume as quickly as we can and we’re grateful for your understanding.

 

General Enquiries

 

Can I take in my items to be hemmed?
Yes! Our hemming service has resumed for all stores in New Zealand.