Questions about the current environment? You’ll probably find your answer in our COVID-19 FAQ here.
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.com.au
If you are an existing customer that previously ordered from lululemon.com.au then you will need to create a new account to shop on www.lululemon.com.au Click here to create a new account. If you already an account on www.lululemon.com.au, then you can reset your account password by clicking the "Forgot Password" at the bottom of the account login page here.
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
It’s my first time ordering on www.lululemon.com.hk, what do I need to know?
The first time you shop on lululemon.com.hk, 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.com.hk?
Place an order for delivery to Hong Kong 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 make a return here.
What are my payment options?
We accept Visa Debit, Visa Credit, MasterCard, American Express, PayPal, Afterpay and lululemon Gift Cards. Please note: we do not accept credit card gift cards. All orders are subject to review.
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.
Do you accept Afterpay?
Yes, you can find more information about Afterpay and how it works here.
What currency is the website in?
Prices on lululemon.com.hk are in Hong Kong dollars ($HKD).
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.
How can I check my order and delivery status?
Once you have placed your order online, please allow 3-4 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!
When will my order arrive?
In most areas shipping will take 7-10 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.
How is my Yoga Mat shipped?
To protect your Mat, our Yoga Mats are shipped in individual boxes. If you have ordered a Yoga Mat along with other items, your Yoga Mat will be shipped separately to these other items.
Do you deliver to PO Boxes?
We can deliver to all PO Boxes (Except for yoga mats! They're too big for our friends at Australia Post).
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 Hong Kong can I still shop at lululemon.com.hk?
We cannot ship an order internationally from our Australia website. Orders placed on lululemon.com.hk can only be shipped within Hong Kong.
Please be aware that orders placed via third party freight or shipping forwarders to countries outside of Hong Kong are done so at your own risk, and safe delivery cannot be guaranteed.
Please note that we are unable to ship to Australian defence force bases.
Return Policy (Hong Kong)
This return policy applies to lululemon products purchased from lululemon stores located in Hong Kong and online at lululemon.com.hk.
Returns during store closures
We've got your back, and have a few options to make sure you can still return your gear. If you'd like to exchange your gear, you can wait until your local store re-opens. We’re extending our change-of-mind returns period for our Victorian guests only to accommodate our store closures. If your items were purchased on or after Tuesday, 9 June 2020, you'll be able to return or exchange it for change-of-mind reasons up to 30 days after your local store opens again. Please note all other conditions of our Return Policy still apply.
If you’re returning an online order, the quickest and easiest way to get your return started is to click here.
If you're returning an in-store purchase, you're also more than welcome to contact our local Guest Education Centre team via live chat or email through our website.
Please note that due to stage 4 restrictions introduced by the Victorian State Government, we’ve had to change the way we work at our Melbourne Distribution Centre to help keep our people and community safe. These changes have impacted our usual processing times, and you can now expect online returns to be processed in 10 business days. We appreciate your patience during this time.
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).
*Please note that the change-of-mind period has been extended for our Victorian guests only.
We do not accept the return of products under our change-of-mind policy that are:
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).
You have statutory rights under the Australian 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.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees (which includes details about the consumer guarantees)
https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund#repairs (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.
You can return an online purchase to one of our stores or for free via Australia Post.
Return to Store:
Online purchases may be returned to any lululemon store with the original receipt. You can find your nearest store here. *Please note we are unable to process refunds to PayPal or Afterpay in our stores.
Return via Australia Post:
Follow these steps to setup the return:
1. Click the button below to start a return
2. Enter your order number and email address
3. Select the item(s) you wish to return
4. An Australia Post pre-paid shipping label and a Return Receipt will be generated for you to download, and will also be emailed to you directly
5. Print the shipping label and Return Receipt
6. Place your item(s) and Return Receipt in the reusable shipping bag (that your order came in) and stick the Australia Post label to the outside of your parcel, making sure that the barcode portion of the label is visible
7. Drop your parcel off at your nearest Australia Post location
Once your parcel has been scanned by Australia Post, you can track your return via the link in your return confirmation email.
What if I don't have access to a printer?
Australia Post will happily print any Australia Post shipping label once it has been generated. Simply take a screenshot of your label into any Australia Post Shop for printing.
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. We are unable to facilitate exchanges through our online store.
I received a lululemon item as a gift and don’t have a receipt/proof of purchase, can I return it?
Please contact our Guest Education Centre (GEC) or visit a lululemon store to arrange for an exchange of a gifted item.
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 can lodge a return within 30 days of receiving your order. For quality returns outside this time period, please head into store or contact our GEC to process your return.
Where can I find my return number?
Your Return Authorisation Number is included on your Return Receipt once you generate your return. Be sure to include this receipt inside your return for ease of processing.
I've lost my shipping label/Return Receipt. What do I do?
You can get a copy of your return label at any time through our returns portal by accessing your return information here, or find it attached to your return confirmation email.
I logged into the returns portal but can't select my items to return them, what's going on?
If you can't select your items to return, it is because your items were received more than 30 days ago and are now outside the change-of-mind returns period. If this is not the case, or you would like to process a quality return outside this period, please head into store or contact our GEC to process your 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.
Where is my nearest lululemon store?
You can find your nearest lululemon store using our store finder here.
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.
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, then it 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.
Do you have replacement parts?
We do not stock replacement parts for any of our products.
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.