our frequently asked questions

ordering and payment our stores
shipping product education
tracking orders mark downs
privacy and security resale/counterfeit
returns about our company
my account quality
size guide community
gift cards responsibilities
finding out about our gear photo sharing

ORDERING AND PAYMENT

can I change or cancel my order?
If you're having second thoughts about your online order and wish to cancel it, please call our Guest Education Centre at 1.877.263.9300. An educator will be able to help you with your cancellation options. We can't make changes to an order once it has been placed.
what are my payment options?
We accept Visa, MasterCard, American Express, PayPal and gift cards (you can purchase gift cards in stores and online). We accept prepaid credit cards if the card has a billing address attached to it. We also accept Visa Debit cards (Canada and US only) as well as Discover and JCB cards (US only). We cannot split payments between credit cards. Please note orders are subject to review.
will my credit card be charged immediately?
No. A pre-authorization will be placed on your credit card that will identify and tag the money for your order. Your credit card will not be charged until your order is shipped. We'll send you a confirmation email to let you know when this happens.
what currency is the site in?
Prices on the Canadian site are in Canadian dollars. All dollar amounts on the US/Int'l website are presented in US currency. If you are ordering with a Canadian credit card on the US/Int'l website, the charges to your credit card will reflect the current exchange rate from CAD to USD. Additionally, your bank may charge you an additional international transaction fee for these orders. For more information, please check with the bank that issued your credit card.
can anyone help me with paying for my order on the website?
Our Guest Education Centre is able to assist you with payments for orders off of lululemon.com. We’re available to connect 5am - 10pm Monday to Friday and 6am - 6pm Saturday and Sunday Vancouver time (PST). Connect with us live toll free at 1.877.263.9300 or locally in Vancouver at 604.215.9300. You can also connect with us via Live Chat. Send an email to gec@lululemon.com and you’ll get a response within 24 hours. Because we value your security, our stores are only able to process credit cards and gift cards in face to face transactions and do not accept those methods of payment over the phone.

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SHIPPING

Breathe deeply, we've got the answers to your most pressing shipping questions.

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holiday heads up!

If you made your purchase between November 7 and December 25, we’ve got some good news! You’ve got until January 11 to make a return. Don’t you just love the holidays?

how can I make sure I get my order before december 25?

Our lululemon elves will automatically upgrade your shipping for free to make sure your gift arrives on time. If you live in Canada or the US you need to order by December 22 at 11:59pm to receive your order by December 24th.

if I live in a rural area, gated community and/or have a p.o. box, what time do I need to order by so my items arrive on december 25?

If you live in “a beyond point” (FedEx’s words, not ours), we recommend you complete your order by December 12th in Canada and December 18th in the US. This will ensure your items arrive on time. To find out if FedEx delivers to your address, contact them directly. This may apply to you if you live in a remote or rural area, gated community or if you have a P.O. box.

if I live outside of north america, when do I need to order by?

As there are many different caveats that can affect shipping to our international guests, we do not offer guaranteed shipping over the holidays at this time. Your best bet is to order early.

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fees and timing

Canada / USA

standard

(5-7 business days) it's on us!

FedEx Express

(2-3 business days) $20.00

FedEx Priority

(1 business day) $30.00
4151_Shipping map_8_5_14

 

Heads up!

• we cannot guarantee expedited or overnight deliveries to P.O. Boxes or rural postal/zip codes. Selecting 'standard shipping' is the way to go

• we can ship to APO/FPO/DPO addresses however transit times for these addresses can take up to 45 business days

• your gear will be processed and shipped within two business days of the order date

shipping locations

click on the flag that lives in the top, right hand corner of the screen

International shipping

standard

(5-10 business day) $30 USD

Heads up!

• standard international shipping fees do not include taxes or duties

• standard international shipping fees will be different if you are shopping on any of the following sites: lululemon.com.au, lululemon.co.nz, lululemon.co.uk ,lululemon.ch eu.lululemon.com.

International shopping

How to:

1. look for the flag in the top right corner of the lululemon homepage 2. select the country you will be shipping to

Heads up!

• we're unable to supply estimated duties and taxes as this information will vary by country

• if an order is placed on www.lululemon.com and then refused, you will be responsible for the original shipping costs, as well as any duties, taxes and/or customs charges that were incurred in shipping the package

• we do not ship to P.O. boxes outside of Canada and the US

• we cannot adjust the value of your purchase. We are required by law to disclose the full value of the package contents

Tracking orders

How to:

1. sign in to your lululemon account

2. go to the 'track or edit your order' page

3. enter the tracking number (pssst it's in your confirmation email)

Heads up!

• if you are shipping with Canada Post you can track your order on the Canada Post website using the same reference number

RETURNS

Sometimes things just don't work out.  If you're looking to make a return, breathe easy — you can do it in person or by mail.

holiday heads up!

If you made your purchase between November 7 and December 25, we’ve got some good news! You’ve got until January 11 to make a return. Don’t you just love the holidays?

Here's how:

Online returns:

1. head to the returns page and print your shipping label

2. place your item(s) in the reusable shipping bag or box

3. tape the shipping label to the outside of the package (make sure the barcode portion of the label is visible — we need to scan it when it arrives)

4. if you live in Canada – find a FedEx Ground location. if you live in the US – find a Fedex Ground location or a USPS

5. once we receive your package we will refund you within seven business days (we'll email you when this transaction has taken place)

Heads up!

• online merchandise may be returned to any lululemon store or to the same warehouse it was shipped from — sorry, we can’t process returns at factory outlet stores

• we are unable to process refunds to PayPal in our stores. however, we are able to apply a credit to a gift card, AMEX, Visa or MasterCard

• all exchanges need to be handled in store

• cross-border goods can be exchanged or the credit can be put onto a gift card (keep in mind that the items you bring back will be valued in the currency of the country processing the return)

• product must be unwashed and unworn

• hangtags must be attached

• proof of payment must accompany each product at time of return

• we must receive the product within 14 days of the delivery date or 14 days of the purchase date if you bought it in person

• swimwear must be returned with hygienic liner intact

• underwear, headwear, water bottles, gift cards and items from 'we made too much' are final sale

• sending back a bra? within North America, the return shipping charges are on us (excluding bras from the 'we made too much' section — those are final sale)

quality is the heart of who we are. if our product doesn't perform for you, we'll take it back — anytime.

learn more about our Quality Promise>

MY ACCOUNT

why should I become a registered user?
To make your life as easy as possible. When you place an order your information will be filled in automatically. Become a registered user, now.

quick checkout - super fast and easy checkout process since all of your info is already saved

address book - save shipping addresses for yourself, your friends and your family in your personal address book so you avoid typing in their information each time you send a gift

be the first to know - if you choose, we'll email you when the latest product hits lululemon.com. You can sign up for our online store's email below the image on our homepage.

see your order history - save a full listing of your previous purchases.

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PRIVACY AND SECURITY

what is your privacy policy?
We value your privacy. Learn more about our privacy policy.
is ordering over the internet secure?
Yes. We've taken several steps to ensure all information received from our online visitors is secure from unauthorized access and use. All transactions are completed on a secure server. Secure Socket Layer (SSL) encryption is used for every transaction to encrypt the transmissions from our ecommerce servers as well as your computer. SSL encryption works by forming a matched pair, so that your computer and our server send data back and forth in an encrypted format.

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SIZE GUIDES

do you have a size chart?
Yes. You can go to the size charts and select the 'women', 'men' or 'bras' tab.

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GIFT CARDS

do you offer gift cards?
Yes! You can purchase a gift card online or in store. Gift cards are redeemable in store or on the website and should be treated like cash as they cannot be replaced. Gift cards are final sale.
electronic gift cards
Electronic gift cards are available for purchase online only. This type of gift card is delivered via email and can be redeemed in store or on the website just like a physical card. Electronic gift cards are also final sale.
how do I check the balance and transaction history on my gift card?
It's really easy to check your gift card balance online. You can also head into your local store and ask an educator to help you.
can I use my lululemon gift card at ivivva stores and ivivva.com?
No. lululemon gift cards are not accepted in ivivva stores or showrooms or on the ivivva website. If you would like to purchase an ivivva gift card please go to ivivva.com or visit an ivivva store.

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FINDING OUT ABOUT OUR GEAR

does lululemon offer a catalogue?
No. At lululemon, we update our styles and colours weekly. You can sign up for our online store's email below the image on our homepage to keep up with the latest gear as it comes out on the website.
can you tell me when new products and events are announced?
Sure! Sign up for our online store's email (below the image on our homepage) to be the first to know. Or find your local store to sign up and find out about complimentary yoga, events and the moment new gear hits the floor.
are the products on the website the same as in the stores?
Yes. Although our website may have a different assortment than a store in your area, the products are the same. To find a store in your area, check out our store finder.
why are products available on the Canadian site but not on the US site and vice versa?
In order to serve our guests better, we have two warehouses - one in Canada and one in the US. The advantage of this is that guests don't pay customs duties (we don't do cross-border shipping). The disadvantage is that the warehouses sell out at different rates so one site may still have items that have sold out on the other.
are there other places on the internet to buy lululemon?
No. The site you're on now is the only authorized and official place on the internet for lululemon shopping.
do you carry clothing for children?
Yes! We created ivivva athletica for girls aged 4 to 14, based on feedback from younger guests at lululemon. The ivivva team works with dancers, gymnasts, ice skaters and athletes to create the technical garments they need to perform at the gym, studio, ice rink and on the field. All ivivva products are made with the same technical, wicking fabrics used by lululemon. Visit ivivva.com to order products online and find your nearest ivivva location.

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OUR STORES

where can I find a lululemon store near me?
Visit our store finder to find your nearest lululemon store and info on local email sign up and complimentary events.
Hemming FAQ
Your gear should never get in the way. We offer complimentary hemming at all of our stores.What to bring:• lululemon tops and pants

*no tags or receipt required

How it works:

• you try on the pants or top

• an educator will pin the hem exactly where you want it

• our tailors will hem it

• your gear should be ready for pick up in three days for stores, and in up to seven days for showrooms, but please reach out to your store or showroom – actual turnaround times might be less

Pro tips:

• make sure your gear is washed before you bring it in

• for pants, bring in the shoes you plan to wear so we can get the hem length just right

• we may not be able to hem tops with special features like cuffs and thumbholes, and pants with zippers, buttons and draw strings – those are the details we don’t want you to miss out on

• bring your hemming receipt when you pick up your goods

Still have questions? We’ve got answers. 1.877.263.9300 or gec@lululemon.com

if I don't have a lululemon store near me, how can I get lululemon gear?
As well as our stores and lululemon.com, lululemon is also available via strategic sales partners in yoga, Pilates, and fitness studios.
how do I become a strategic sales partner?
Please visit our strategic sales page for complete details on our program.
does lululemon have franchise opportunities available at this time?
There aren't any franchise opportunities available and we will continue to expand with corporate stores only. All outstanding applications and inquiries have been put on hold indefinitely.
how do I contact a store?
You can call or email your local store. We love spending time with you in our store, so we don’t always make it to the phone when it’s ringing. Leave a message and we’ll respond within 24 hours.
how do I find a particular product?
If you can’t find what you are looking for in our store, check out lululemon.com to find a similar option (or vice versa). Our stores and the GEC don’t call other stores to locate product, hold product in the store or provide store to store transfers.

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PRODUCT EDUCATION

what does lululemon make its clothing from?
We use multiple technical fabrics for our various lines of clothing. Please visit the fabrics and technologies page for more details about our fabrics and their properties.
what is the optimum way to care for lululemon garments?
We recommend you wash your lululemon clothes in cold water and hang to dry. If you're in a rush, our fabrics can be washed on warm and dried on warm as well. Check out our care instructions page for more details.
what are the technical features of lululemon garments?
There are too many to list here. You can find information about a lot of them on our A to Z of product features. Find out why a dropped hem is a good thing (ditto for the hockey butt) and why we love cuffins.
what’s the scoop on raspberry glo light?
We love bright colours and we're constantly innovating to bring you the biggest, boldest colours out there. Here's what you need to know about raspberry glo light:• Just like your favourite new pair of denim, there’s a very slight risk of colour change or transfer with highly saturated hues. Wash your bright colours alone in cold water before wearing to remove any excess dye that can occur as part of the dyeing process.• People with high alkaline levels in their sweat (we’re talking less than 2% of the population) might notice permanent colour change in raspberry glo light gear after working out.If you experience colour change that doesn’t wash out, just give our Guest Education Centre a call toll free at 1.877.263.9300 and we’ll make it right.

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MARKDOWNS = FINAL SALE

what does 'We Made Too Much' mean?
It means items have been marked down in price. Items from this section are final sale (no returns, no exchanges).
does lululemon athletica offer price adjustments?
no, lululemon does not offer price adjustments.
does lululemon ever discount their products?
sometimes, we do mark down the prices of select styles and colours. Individual store managers make these decisions based on their store’s inventory, so you may see a variance of marked down items between stores. In all stores and online, marked-down product (ie, product that is not full-priced) is always final sale (no returns, no exchanges).

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USA ONLINE WAREHOUSE SALE

Are items purchased final sale? Yes, all warehouse sale purchases are final sale (no returns or exchanges).Are there limits to the number of products I can purchase, like at other warehouse sales? Yes, you are welcome to purchase up to 25 items total (per day) from the warehouse sale. Also, to help ensure our guests have the opportunity to find their favourites in the warehouse sale, we also reserve the right to limit the purchase of items in the exact same size, style & colour to 5 per person.

Will you be further reducing prices as the sale goes on? Just like previous warehouse sale events, it’s possible you will see lower prices as the sale goes on, however if you see something you love, we recommend you grab it while you can. All warehouse sale purchases are final sale (no returns or exchanges), and we are not offering price adjustments, so grab your faves while you can!

How long is the warehouse sale on for? The event is on until Friday, October 10thuntil 11:59pm (PST), based on product availability. However, once the items are gone, they’re gone, so get them while you can!

I can’t seem to check-out, and have access to the site. Where can I get help? If you are accessing the site from a US IP address, and you have a US shipping & billing address, you should have access to the US Online Warehouse Sale. For order support, give us a call at the GEC at 1.877.263.9300.

Why does shipping take so long for warehouse sale items? Shipping is on us, as always, and while it’s quite possible you’ll receive your order in sooner than 14 business days, we wanted to be realistic as we expect we will see a high volume of warehouse sale orders in a short period of time.

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RESALE/COUNTERFEIT

what is your reselling policy?
we completely recognize that once someone purchases our product they can do what they want with it. We do not, however, support those who acquire large volumes of our product to resell at an elevated price point.
how can you avoid purchasing counterfeit products?
Our product is available at lululemon stores, showrooms, and some affiliate studio partners. Visit our store finder to find a store location.Additionally, our official e-commerce websites are:• lululemon.com• lululemon.com.au

• lululemon.co.nz

• lululemon.co.uk

• eu.lululemon.com

• lululemon.ch

• lululemon.com.hk

If you feel that you may have come into contact with a counterfeit seller please contact our GEC.

ABOUT OUR COMPANY

who, where, what, why and how is lululemon
lululemon is a made up word and a company that makes athletic gear for yoga, running and other sweaty pursuits. Read more about the history and vision of lululemon.

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QUALITY 

our quality promise
how does lululemon take a stand for quality?
Quality is the heart of who we are. Quality shows up in our people, our conversations and of course, our product. Product quality is the foundation we stand on — we build it with a relentless focus on three key areas: fabric, performance and craftsmanship. If our product doesn't perform for you, we'll take it back anytime —  even if you got it years ago.learn more about our Quality Promise>
what if I’m having an issue with an item I love and don’t want to exchange or return it — can you repair it?
We’re more than happy to repair product you love. Some of the issues we can tackle when you bring your gear into a store are:• re-attaching buttons• replacing broken zippers with white, black and grey colour options• replacing logosIf the issue falls outside the ones listed above please call our Guest Education Centre so we can help come up with a solution

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COMMUNITY

who are the lululemon ambassadors?
lululemon ambassadors are local athletes, instructors and role models in our lululemon store communities who embody the lululemon lifestyle. Our ambassadors test our clothing to its limits and give us feedback. Read more about our ambassadors.
does lululemon offer sponsorship?
The lululemon team sales program develops relationships with teams who actively support their communities. Read about our team sales programand fill in a team sales application.
how can I give feedback about lululemon products?
We love reading feedback in the reviews of our product detail pages. Many of our products have been designed based on the feedback and suggestions of our guests. If you have feedback you would like to share, tell us at heylululemon.com

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RESPONSIBILITIES

where does lululemon manufacture its products?
We currently work with factories in Canada, the United States, Peru, China, Taiwan, South Korea, Israel, India, Bangladesh, Indonesia, Malaysia, Cambodia, Sri Lanka, Vietnam and Switzerland. We take great care in selecting factories that share our commitment to quality, ethics and technical capabilities. lululemon's manufacturing base in Vancouver is vital for security and speed-to-market of our core designs.
what are factory conditions like where lululemon products are manufactured?
The factories we use are safe, clean, ventilated, well lit, healthy work environments. We assess the health, safety and quality of working conditions of factories before establishing a working relationship. Read more about our factories.
what is lululemon doing to reduce its environmental footprint?
We've always viewed efficiency and waste reduction as smart business. Our focus targets improvements in six key waste streams:

our factories our stores our support centres
fabric waste product end-of life paper
construction waste packaging
garbage waste

PHOTO SHARING - #THESWEATLIFE

how do I submit my photos to #thesweatlife gallery?
Simply use the following hashtags to tag your photos on instagram or twitter: #themat, #wunderundercrops, #wunderunders, #nolimitstank, #scubahoodie, #swiftlytech, #groovepant, #studiopant, #coolracerback, #formejacket. For example, if you’re wearing a Cool Racerback in your yoga class and you want to share it with us on lululemon.com, tag your photo #coolracerback, then share it via instagram or twitter. If we don’t have a tag that suits, simply use #thesweatlife to tag your pics. By participating in this and submitting your photo, you acknowledge and give your consent to lululemon and olapic that your photos and your name and likeness, and the name and likeness of anyone else shown in such photos may be featured on any of these landing pages and lululemon.com, and be used to link through to the products you’re wearing. You further agree that your photo will be considered a “Submission” and that you grant the rights in Submission (including “Personal Rights”) as described In Section 8 of the lululemon terms of use .
hey, I don’t see the photos I tagged on lululemon.com?
1) Check your instagram or twitter account is public – if it’s private we can’t see you (or your pics)2) Make sure you used at least one of the hashtags above with your pictures – otherwise we can’t see your pics3) Pictures don’t show up immediately after being submitted and they are constantly being refreshed and replaced by new pictures4) We can host a limited number of pictures at any one time, not all images tagged and shared will be featured on lululemon.com5) lululemon athletica reserves the right not to post images that violate our privacy policy or terms of use.
what’s that Olapic logo at the bottom of #thesweatlife gallery?
Olapic is a contracted partner, helping us serve up this photo-sharing experience. You can find out more about them here: www.olapic.com.
who owns the photos once they are submitted?
If you shared the photo, you own it. However, by tagging and sharing your pictures, you are granting lululemon and Olapic a license to use your photos and post them on lululemon.com and other sites listed above. For specifics on the licenses you are granting please see: terms of use and www.olapic.com/info/tou.
how do I get a photo off lululemon.com?
If there is a photo that you want taken down simply click the report icon (the triangle with an exclamation mark in it) to the left of expanded photo. A dialogue box will pop up asking for the reason you’re reporting it and your email address. Once we receive your request, and confirm it, we’ll remove the photo from the gallery. A moderator then reviews the report and determines if the photo should be deleted permanently.
are you collecting my personal information?
When you submit a photo to #thesweatlife gallery with our outlined hashtags (you’ll find these in our answer to the first question) via instagram or twitter, your use of instagram and twitter is governed by the terms and conditions of those sites. Any information you provide to us will be used in accordance with our terms of use and privacy policy.
hey, why do I see a #hashtag on some products on your site?
You're probably looking at our site on Internet Explorer 8 – not all of our experiences are supported by some versions of Internet Explorer. To see what you might be missing, try another browser or read more here.

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IS THIS THE END?

Yes. You've reached the end of the internet. Just kidding but it is the end of our FAQ section.