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

 

Why did you decide to open your stores in New Zealand?
We reopened our lululemon stores in New Zealand in May following government guidelines and the implementation of new in-store safety measures. The well-being of our communities is our top priority, and has been carefully considered in our decision to reopen. We continue to monitor guidance by public health agencies and experts to help ensure the ongoing safety of our teams and our guests.

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. These include:

• Staying 1.5 - 2 metres apart (hint: the length of a yoga mat)
• 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 your local store’s updated 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 stage 4 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 10 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 return be processed?
Due to stage 4 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 10 business days. We appreciate your patience during this time.

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

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 stage 4 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 10 business days. We're working through volume as quickly as we can and we’re grateful for your understanding.

 

General Enquiries

 

I emailed the Guest Education Centre but still haven’t heard back, why is it taking so long?
We are currently experiencing a high volume of enquiries in our Guest Education Centre and working under some restrictions due to the COVID-19 pandemic. Our educators are working as quickly as they can and are currently responding to emails within approximately 5 business days. We appreciate your patience during this time.

Please note that enquiries are addressed on a first come, first serve basis so submitting several enquiries will not yield a faster response.

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