An Update for Our Guests – COVID-19 FAQ

Things might feel a bit strange right now with what’s going on in the world. Every day is different, and what you need in every moment might be different too.

That’s why we want to be here for you. Over the next few weeks, we’re delivering daily content from our community and ambassadors on Instagram to help you live #thesweatlife wherever you are. From do-anywhere workouts to live yoga and meditation, we’ve got your body and mind covered. Those smile-inducing, feel-good endorphins don’t have to stop just because we’re distancing ourselves. Please join us via Instagram (@lululemonhk, @lululemontw, @lululemonsg, @lululemonmy) or on here to find calm and connection to yourself, and each other throughout this challenging time.

Store Closures 

lululemon continues to pay close attention to the Coronavirus (COVID-19) and its potential impact on our teammates, friends and families across Asia and the globe. As we navigate through these unprecedented and rapidly evolving times, what is unwavering is our commitment and connection to our people and our communities.

The safety and wellbeing of our people continues to be our top priority and we are committed to closely monitor the situation per market. In response to local Government directives, a few stores in Asia have temporarily closed. We recommend give the store a quick call before visiting. 

Taking care of our people is incredibly important to all of us at lululemon, so we’ve ensured that our employees will receive pay for all hours they were scheduled to work. In addition, our Global Relief Pay plan will help anyone among our team that is directly affected by the situation.

Ordering

Can I still make an order online?
Our Hong Kong, Korea, Japan and China online store is always open for you to shop whenever you'd like! Please see below for our shipping timeline for countries in Asia. 

Are you able to access my in-store purchase history?
Only our stores have access to in-store purchase history at this time.

I placed an order but did not receive order confirmation email, was my order successful?
Order confirmation email sometimes land in junk mail folder in 1 hour. if you cannot receive the order confirmation email in 1 hour, please email the Guest Education Centre (GEC) with below information:

•    Email subject:  Could not receive order confirmation email
•    Email body: 
o    Your email address input in the order
o    Recipient first and last name
o    Recipient contact number
 

I placed an order but I want to change the address, item or size, what should I do? 
Once an order is placed, we're unable to edit or make changes. We can, however, attempt to update the address. Please email the Guest Education Centre (GEC) with below information:
•    Email subject: Recipient Contact Update
•    Email body: your request

Unfortunately, we are not able to edit items in the order. The only way to “change” your order is to cancel the entire order and receive a full refund to the original method of payment, then place a new order with the correct items. If you want to cancel an order, please email the Guest Education Centre (GEC) with below information: 
•    Email subject: Order Cancellation Request
•    Email body: 
o    Order Number
o    Recipient first and last name
o    Email address input in the order 

One or more items are missing in my package, how can I get a refund for the missing items? 
The missing item(s) were not available in the warehouse (out of stock) and you only received the remaining items in the order. You haven’t been charged for the out of stock item(s). We only charge our guests when the package is shipped. The transaction you originally completed was only a pre-authorization. When the package was shipped, the amount in the pre-authorization was adjusted to the amount for the item(s) you received. Your bank may take 2-3 business days to reflect this update. 

My order was cancelled, why? 
Unfortunately, the item(s) in your order were out of stock and the order was cancelled. We apologized for the inconvenience caused. You haven’t been charged for the order. We only charge our guests when the package is shipped. The transaction you originally completed was only a pre-authorization and it will be automatically dropped by your bank in 10 business days. 

I want to cancel an order, what should I do? 
Please send an email to our Guest Education Centre with the below information: 
•    Email subject: Order Cancellation Request 
•    Email body: 
o    Order number
o    Recipient first and last name
o    Email address input in the order

Shipping

Have the shipping times for online orders changed?
At this time, there may be a few shipment carrier delays with delivery to India suspended. Please refer to below table: 

Destination Shipping timeline (days)
Hong Kong 1-5
Thailand 4-5
Philippines 5-6
Singapore 3-4
Taiwan 4-5
India Temporary Service suspension
Indonesia 3-4
Macau 3-4
Malaysia 5-6
Vietnam 2-3

 

Returns

When will my return be processed?
Returns take 5-7 business days to process once the warehouse team receives the return package. We focus on keeping our people, guests, and community safe, we're taking extra measures at our distribution centre. These measures include limiting the number of people working at any given time, which may cause some delays to return processing.

I made a purchase in-store before the store was closed but now I want to return it. How do I process a return?
If you’re returning an in-store purchase, please contact our Guest Education Centre who can assist you in setting up a return for your order. 
•    Email subject: Return Request for a Store Purchase
•    Email body: 
o    Contact person 
o    Contact number
o    Shipper address
o    Number of packages
o    Item name, color and size (an image of the tag helps) 

If you'd like to exchange your gear you can wait until our doors reopen. Timing may vary store by store—we will continue to monitor the current situation and do what's best for our educators and guests. If your 30-day return period ends when your local stores is closed, you'll be able to return or exchange it in-store or online up to 30 days after your local store opens again.

My local courier isn't accepting packages. How can I return my product?
We ask that you hang onto your item and reach out to us again at a later time. We're grateful for your patience.

In-store Inquiries

The store I dropped my gear off at a lululemon store for hemming is now closed. When can I pick this up?
We want you to know that your gear is safe with our stores and hemming partners. The safety of our people and community is very important to us, and your hemming will be available to collect once our stores reopen. 

I am part of the research and development program (R&D). How can I use my discount online?
At this point, our R&D discount is not available online. We are, however, looking at how we can best support our valued R&D members with this in the future. In this rapidly changing environment, we are continually updating guests on changes to our operations so please feel free to check in with us again soon.

Guest Education Centre

Our Guest Education Centre is working hard to respond to your enquiries, but it may take longer to hear from us than usual.