Questions about the current environment? You’ll probably find your answer in our COVID-19 FAQ here.
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.
My account and password isn’t working when I try to log in on lululemon.co.nz
If you are an existing customer that previously ordered from lululemon.co.nz then you will need to create a new account to shop on www.lululemon.co.nz Click here to create a new account. If you already an account on www.lululemon.co.nz, then you can reset your account password by clicking the "Forgot password?" at the bottom of the account login page.
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 here.
It’s my first time ordering on www.lululemon.co.nz, what do I need to know?
The first time you shop on lululemon.co.nz, you will need to create a new account. If you had any previously saved payment or address information on our previous website, you will have to enter these again only once. They will be saved for all future purchases.
How do I place an order on www.lululemon.co.nz?
Place an order for delivery to Australia 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.
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 (GEC) 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 tax invoice for my order?
Your order confirmation email acts as your tax invoice for tax returns and other official purposes. Your email includes the prices of our products, our ABN and the fact that it can be used as a tax invoice on the ‘statement’ page.
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 here.
What are my payment options?
We accept Visa, MasterCard, American Express, PayPal and lululemon gift cards (you can purchase gift cards in stores and online). Please note: we do not accept credit card gift cards. All orders are subject to review.
What payment types do you accept?
We accept Visa Debit, Visa Credit, Mastercard, American Express, JCB, PayPal and Gift Cards.
Do you accept Afterpay?
Yes, you can find more information about Afterpay and how it works here.
What currency is the website in?
Prices on lululemon.co.nz are in New Zealand dollars ($NZD).
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, your billing and delivery address can be different.
All of our orders ship from our distribution centre in Melbourne, Australia. Orders over NZD$1,000 may incur duties, taxes or customs charges. Please note that if you place an order online, you will be responsible for all duties, taxes and customs charges should any occur.
For more detailed information, we suggest getting in touch with the New Zealand Customs Service.
If you've got more questions, we've got answers. Guest Education Centre (GEC) can help.
How can I check my order and delivery status?
Once you have placed your order online, please allow 4-5 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.
How much is shipping?
We offer free shipping on all orders!
I entered my address incorrectly, what can I do?
If you have incorrectly entered your address details, the best thing to do is wait for your shipping email to arrive in your inbox. This contains information of your tracking number, which you can use to contact the shipping courier directly. All New Zealand orders are shipped using DHL, you can contact them directly on: 0800 744 723
How is my Yoga Mat shipped?
To protect your Mat, our Yoga Mats are shipped in individual boxes. If you have ordered a Yoga Mat along with other items, your Yoga Mat will be shipped separately to these other items.
Do you deliver to PO Boxes? When will my order arrive?
In most areas shipping will take 7-10 business days which includes processing time at our warehouse in Melbourne. In some remote areas delivery can take up to 10 business days. We want to make sure your order gets to you safe and sound, so we require a signature on all of our deliveries. If you are not home to receive your package, our courier will leave a card and take it to your local post office where it can be collected at your earliest convenience.
No, we do not ship to PO Boxes in New Zealand.
Do you deliver to an APO/FPO/DPO address?
Yes. We can ship to an APO/FPO/DPO address, however transit times can take up to 45 business days.
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 I live outside of New Zealand can I still shop at lululemon.co.nz?
We cannot ship an order internationally from our New Zealand website. Orders placed on lululemon.co.nz can only be shipped within New Zealand.
Please be aware that orders placed via third party freight or shipping forwarders to countries outside of New Zealand are done so at your own risk, and safe delivery cannot be guaranteed.
Return Policy (New Zealand)
This return policy applies to lululemon products purchased from lululemon stores located in New Zealand and online at lululemon.co.nz.
Our change-of-mind policy:
If you change your mind, you can return most products (see below) within the change-of-mind period described above provided the following conditions are satisfied:
- Proof of purchase must accompany the product being returned. You will need to provide an original lululemon athletica receipt or online tax invoice which includes reference to the item you are returning; and
- The product must be unwashed and unworn with the original tags attached and in resalable condition (it must not have been damaged or altered in any way by you).
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 (which we consider to be of equivalent type or value).
How we provide Refunds on Split Payment Purchases
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:
1) lululemon gift card; and then,
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.
You have statutory rights under the New Zealand Consumer Law 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, you will need to return the item to us and 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 please contact our Guest Education Centre (GEC) or visit one of our stores.
To return products purchased online under our change-of-mind policy
Return to Store:
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 in our stores.
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.
What if I don't have access to a printer?
New Zealand Post will happily print any New Zealand Post shipping label once it has been generated. Simply take a screenshot of your label into any New Zealand Post Shop for printing.
Can I exchange my product?
If you want to exchange your product under this return policy, please bring your product back to your nearest store. We are unable to facilitate exchanges through our online store.
I received a lululemon item as a gift and don’t have a receipt/proof of purchase, can I return it?
Please contact our Guest Education Centre (GEC) or visit a lululemon store to arrange for an exchange of a gifted item.
When will I get my refund after I have returned my order?
Once you have posted your return to us, please allow at least 3 weeks for your refund to be processed in full back to your original payment method.
How many days do I have to return my order?
For a change-of-mind return, you can lodge a return within 30 days of receiving your order. For quality returns outside this time period, please head into store or contact our GEC to process your return.
Where can I find my return 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.
Where is my nearest lululemon store?
You can find your nearest lululemon store using our store finder here.
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 theright places
If your promotion code still isn’t working, contact our Guest Education Centre (GEC) 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, thenit 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.
Do you have replacement parts?
We do not stock replacement parts for any of our products.
Where can I find your size guide?
We use North American US sizing on our gear. To find your local size equivalent, click here or find them 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.