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*important note regarding bright colours.* In our quest to colour your world, it's important for us to acknowledge that you may experience colour transfer with some of our brightly coloured gear. The kind of laundry-love you give your clothes can play a big part, so we put together some tips to help you care for your brights. If you have any further questions, please reach out to our Guest Education Centre toll free at 1.877.263.9300 or via Live Chat. |
ORDERING AND PAYMENT |
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| 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 the cancellation. 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 an 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 from 5am - 8pm Vancouver time (PST), Monday through Friday 6am - 6pm Vancouver time (PST), Saturday and Sunday.Connect with us live toll free at 877.263.9300 or locally in Vancouver at 604.215.9300You can also connect with us via Live ChatSend an email to gec@lululemon.comand 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 |
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| what are your shipping fees? | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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| *We're excited to offer you complimentary shipping on lululemon.com orders shipped in Canada and the US on ground delivery orders only. If you choose FedEx Express or FedEx Priority, regular charges will apply. Shipping charges on Canadian orders are in Canadian dollars (CAD). Shipping charges on US orders are in US Dollars (USD). | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| I am shopping outside of North America. What is the best way for me to shop? | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Go to the flag in the top right corner of the lululemon homepage. Please select the flag of the country where you would like to ship your order to. Once you have selected that flag, you will be able to access the correct information for your chosen region. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| shipping fees for international guests | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| We ship to the below countries from our US distribution centre. For these countries, a flat rate $30 USD shipping fee will be applied: | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
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| Please be aware that shipping charges do not include international taxes or duties. For a complete list of countries we ship to, click on the flag in the top right hand corner of the lululemon homepage. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| what about international taxes and duties? | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| We are not able to supply an estimated cost because duties and taxes vary by country and by what was ordered. Contact the customs office in the destination country for information about any applicable duties or taxes. We are required by law to disclose the full value of the package contents and cannot alter this value. 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. If you have any shipping questions, please contact the Guest Education Centre at 1.604.215.9300. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| how can I ship internationally? | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Orders placed on the Canadian website can only be shipped within Canada. If you would like to ship an order to the United States or outside of North America, you may do so by ordering from the US/Int'l website. Please note: for international guests the billing and shipping address needs to be the same. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| can I ship to P.O. boxes overseas or to APO/FPO addresses? | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| No. We do not ship to P.O. boxes outside of Canada and the US. Currently we don't ship to APO/FPO addresses. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| can I ship to P.O. boxes and rural areas in Canada and the US? | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
| Yes. 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. | ||||||||||||||||||||||||||||||||||||||||||||||||||||||||
TRACKING ORDERS |
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| when will my order be shipped? | ||
| Your order will be processed and shipped within two business days of your order being submitted. | ||
| how do I know that my order has been shipped? | ||
| You will receive a confirmation email once your order has shipped, which will include your tracking number and a link so that you can track your order. | ||
| where's my order? | ||
| Once you have placed an order, you can check on its status at any time using the track your orderpage and the order reference number on your order confirmation email and your email address. If you are shipping to a Canadian P.O. Box, please track your order on the Canada Post website, using your order reference number. | ||
RETURNS |
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| ** If you're having trouble processing your return online, please contact the GEC on Live Chat or call them at 1.877.263.9300. You can also return your items at your local lululemon store.** | ||
| what is your return policy? | ||
You have two options for making a return within 14 days from the delivery date.1. online- merchandise may be returned to the ecommerce warehouse in the same country it was shipped from.2. in store- merchandise may be returned to a lululemon store. We know you love to travel, so cross-border goods can be exchanged for another item 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.
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| can I get a gift receipt online? | ||
| Yes. After your order has shipped, log into your account. Under 'order history', click on 'create/send gift receipts'. Follow the easy steps to email or print our your gift receipt. Returns made with a gift receipt can be issued onto a gift card (online and in-store) or exchanged (in-store only). | ||
| how do I ship my online return? | ||
| To return an item to our ecommerce warehouse in Canada or the US, visit our returns page. Complete the return steps and print your return form and shipping label. Drop your package at any FedEx (Canada) or USPS (US) location. Your refund amount will be deducted a $5 shipping fee per shipping label used. If you would like to use the same label for multiple returns or use your own shipping label, please reach out to the GEC. To return an item to our ecommerce warehouse from outside the US or Canada, please contact the GEC. | ||
| when will my purchase be refunded? | ||
| Once your package has been received, your refund will be issued in the original form of payment within seven business days. You will be notified via email when this transaction has taken place. Please note that banking institutions may require additional days to process and post this transaction to your account once they have received the information from us. The credit may not show up until your credit card's next monthly billing cycle.(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.) | ||
| are there any items that can't be returned? | ||
| Yes. Underwear, headwear, water bottles, gift cards and items from 'we made too much' are final sale. 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. | ||
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.
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PRIVACY AND SECURITY |
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| 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. | ||
SIZE GUIDES |
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| do you have a size chart? | ||
| Yes. You can go to the size chartsand select the 'women', 'men' or 'bras' tab. | ||
GIFT CARDS |
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| 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 only available for purchase online. This type of gift card will be delivered via email. You can redeem an electronic gift card in store or on the website just like a physical card. Electronic gift cards are 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. | ||
FINDING OUT ABOUT OUR GEAR |
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| 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 site. | ||
| can you tell me when new products and events are announced? | ||
| Sure! Sign up for 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 cross-border ship). 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. | ||
OUR STORES |
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| 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 partnersin yoga, Pilates, and fitness studios. | ||
| how do I become a strategic sales partner? | ||
| Please visit our strategic salespage 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. | ||
PRODUCT EDUCATION |
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| what does lululemon make its clothing from? | ||
| We use multiple technical fabrics for our various lines of clothing. Please visit the fabrics and technologiespage for more details about our fabrics and their properties. | ||
| what is the optimum way to care for lululemon garments? | ||
| If you're in a rush, our fabrics can be washed on warm and dried on warm as well. However, to really take care of your gear, we recommend you wash it in cold water and hang or lay it flat to dry. 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. | ||
ABOUT OUR COMPANY |
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| 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. | ||
QUALITY COMMITMENT |
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| 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 and keep its functional intent. 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 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. | ||
COMMUNITY |
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| who are the lululemon ambassadors? | ||
| lululemon ambassadors are local athletes, instructors and role models in our lululemon store communities who embody the lululemon lifestyle. New lululemon ambassadors are chosen every year. 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 general feedback, or can't find the product online, feedback forms are available in all of our stores or you can give us feedback online. | ||
RESPONSIBILITIES |
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| 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:
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IS THIS THE END? |
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| Yes. You've reached the end of the internet. Just kidding but it is the end of our FAQ section. | ||
