Help

Psst... we recently revamped our website, if you have shopped with us before then you will need to create a new account to shop on www.lululemon.co.nz

Click here to create a new account

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.

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.

 

 

Ordering

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.

 

Payment

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.

Can I split my online order payment?
We cannot split payment between gift cards and a credit card, multiple credit cards, or between a credit card and PayPal.

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.

 

Shipping & Delivery

Customs Charges
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 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.

How much is shipping?
We offer free shipping on all orders!

Will my order arrive before Christmas?

Ordering from New Zealand

Order before 2pm NZDT on 20 December 2019 to receive your goods before 25 December 2019

Ordering from Australia

Order before 12pm AEDT on 20 December 2019 to receive your goods before 25 December 2019.

When will my order arrive?
In most areas shipping will take 2-5 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.

Do you deliver to PO Boxes?
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. 

 

 

Returns & Refunds

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 over the holidays;

During the period starting on 12 November 2019 and ending on 24 December 2019 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 24 January 2020 to return the product. For example, if you purchase a product on 12 November 2019 you will have 72 calendar days to return the product if you change your mind. Other than the extension of the return period, our change-of-mind policy (see below) continues to apply to returns during this period.

Our change-of-mind policy:
If you change your mind, you can return most products (see below) within 30 days from the purchase date 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:

  • - sale or marked down items including products in our 'We Made Too Much' category;
  • - underwear + socks;
  • - water bottles; and
  • - swimwear that does not have the hygienic liner intact.
     

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).

Consumer Guarantees:

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)

and here:

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.

 

How to Return an Item

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. *We are unable to process refunds to PayPal in our stores. 

Return via New Zealand Post
Follow these steps to setup the return:
1. Contact our Guest Education Centre (GEC) to setup a return.
2. Package your item(s) and attach the New Zealand Post label provided to you by our GEC team and address it to: Ecommerce Returns 35 Swann Drive, Derrimut 3026 VIC Australia.
3. Drop it off at your nearest New Zealand Post shop or box.
4. You can track your return using your New Zealand Post article ID at https://www.nzpost.co.nz/tools/tracking

When will I get my refund after I have returned my order?
Once you have posted your return to us, please allow up to 2 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 have within 30 days of receiving your order to lodge a return. 

Where can I find my return number?
The GEC will provide you with a return authorisation number when you contact them to setup the return.,

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. Please keep in mind the items you bring back will be valued in the currency of the country processing the return. 

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. 

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. 

Can I return a gift purchase?
Please contact our Guest Education Centre or visit a lululemon store to arrange for an exchange of a gifted item.

 

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 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.

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, 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. 

Size Guides

 

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.