|ordering and payment||our stores|
|tracking orders||mark downs|
|privacy and security||resale/counterfeit|
|returns||about our company|
|my account||quality commitment|
|finding out about our gear||photo sharing|
|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 email@example.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.|
Breathe deeply, we've got the answers to your most pressing shipping questions.
* spoiler alert: this does not include international taxes or duties and excludes guests shipping from the following sites: lululemon.com.au, lululemon.co.nz, lululemon.co.uk, lululemon.co.uk, lululemon.ch and eu.lululemon.com.
All orders shipped to P.O. Boxes (or to rural postal/zip codes that are considered to be 'beyond points') may be delivered by Canada Post or the US Postal Service as an alternative to our standard shipping carrier. In either case, you will be able to track your order. Select 'ground shipping' for these orders as we cannot guarantee expedited or overnight deliveries to these addresses. We can also ship to APO/FPO/DPO addresses however transit times for these addresses can take up to 45 business days.
looking to get your order delivered and under the tree by December 25?
In both Canada and the US, you have until December 22 at 11:59pm PST to place your order. Express shipping is available from December 10 until December18 at 11:59pm. Priority shipping is available from December 19 until December 22 at 11:59pm. That doesn’t mean you need to wait that long but we know it’s nice to have the option.
* Note: shipping times kick in once your item(s) have left our distribution centre – please allow for up to 48 hours processing time at our distribution centre before your order is shipped.
live in a remote or rural area or have a PO box?
In both Canada and the US, if you live in what is considered “a beyond point” (FedEx’s words, not ours) we recommend you complete your order by December 9 in the US or Dec 15 in Canada at 11:59pm PST if you want your items delivered by the 25. To find out if FedEx delivers to your address, contact them directly.
* Please note there are factors outside of our control that can affect deliver times (e.g. road closures, snowstorms, elf strike) and for this reason we do not guarantee any delivery date.
what if I live outside of North America.
Because there are so many different issues that can affect shipping outside of North America, we cannot offer guaranteed international shipping dates over the holidays. Your best bet is to order early. If you are shipping from lululemon.com.au, lululemon.co.nz, lululemon.com.hk, lululemon.co.uk, lululemon.ch or eu.lululemon.com check your site for regional shipping dates.
why don't you guarantee delivery dates?
'At its best, life is completely unpredictable' ~ Christopher Walken
Your gear will be processed and shipped within two business days of the order date.
We'll send you a confirmation email with a tracking number and a link.
Spoiler alert: If you are shipping to a Canadian P.O. Box, you can track your order on the Canada Post website using the same tracking number.
We get it. Sometimes things just don't work out. If your looking to make a return with us, you can breathe easy - we've made this simple.
If you answered YES to the questions above, we're ready to take it to the next level.
Online merchandise may be returned to any lululemon store or the same ecommerce warehouse it was shipped from.
In store merchandise may be returned to any lululemon store. If you can't make it back to see us, contact the Guest Education Centre at 1.877.263.9300.
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.
Did you buy it online? Is the tag attached? Is the hygienic liner in the bottoms? Then yes!
Yes! Once your order has been shipped
* Note: Returns made with a gift receipt can be issued onto a gift card (online and in-store) or exchanged (in-store only).
Yes! All of our bras have a no-fee return policy.
Getting a bra with the right support is important. If you don't love the fit of your new bra, send it back (shipping is on us!)
Once we receive your package we will refund you within seven business days. We'll email you when this transaction has taken place. Please note that banks may require additional time to process and post the transaction, so the credit may not show up until your credit card's next monthly billing cycle.
* Note: If you paid with a prepaid credit card and no longer have the card, contact the Guest Education Centre to initiate the return. Otherwise, the balance will be put back onto the prepaid card.
Yes. Underwear, headwear, water bottles, gift cards and items from 'we made too much' are final sale.
* Note: If an item has been moved to the 'we made too much' section during the two week return window, you won't be able to do an online return.
|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.
|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.|
|do you have a size chart?|
|Yes. You can go to the size charts and select the 'women', 'men' or 'bras' tab.|
|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.|
|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.|
|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.|
|can I have my pants hemmed in stores if I bought them online?|
|Yes! You can bring your lululemon pants to any one of our store locations for complimentary hemming. Any time in any store, you can have a garment hemmed and ready for you in the store. No receipt is required and it’s no cost to you. Our complimentary hemming provides a custom length for your garment to make it perfect for you. Unfortunately, we don’t do alterations that change the intended design or remove a technical feature.|
|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.|
|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:
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.
|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).|
|can anyone buy and re-sell lululemon gear?|
|No. Our product is only available through our stores, showrooms, in select studio partners and online. We do not support the reselling of our products from third party unauthorized vendors. We strive to offer a best-in-class experience for our guests, both online and in stores, where we can educate on the technical features of each garment and make sure each guest leaves with the product that best supports their sweaty pursuits. Purchasing from third party sellers could lead to money being spent on product that does not represent the quality that we stand behind. Most importantly, if you buy from third party sellers, you may unknowingly purchase fake product.|
|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:
If you feel that you may have come into contact with a counterfeit seller please contact our GEC.
|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.|
|how long can I expect my lululemon gear to last?|
|Quality is one of our core values, so you can trust we take it seriously. We design the majority of our product line to withstand five years of intended use. When used for its proposed activity, it will guide you in downward dog today and still go with the flow five years from now. Some parts of your closet are not built to cross that five year finish line. For example, bras, socks, swimwear and intimates actually expire – so we recommend you replace them every few years. Key reasons for this are wide variations in how each individual uses them; harsh conditions that they endure; and ensuring you are getting the best support possible from the elastic found in these garments.|
|how does lululemon take a stand for quality?|
|When something’s not right – we want to know! Our stores and Guest Education Centre are in constant communication with support channels and are the eyes and ears of what’s going on with our product. If your garment does not hold up, bring it to your local store or contact the GEC. Quality issues for which we would issue an exchange or gift card include:• all over pilling (not in abrasion areas)• complete stitch unraveling or seam splitting• color bleeding• broken snapsWhenever possible we will fix issues with the product you love:• reattach buttons that have been brought in• replace broken zippers, including zipper tape or pull (zipper options include black, white, or grey)• replace logos that may have fallen off during washing/dryingIf you find an issue outside of those listed above please contact us at our stores or contact the GEC immediately so we can help solve the issue.|
|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|
|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:
IS THIS THE END?
|Yes. You've reached the end of the internet. Just kidding but it is the end of our FAQ section.|