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My account
Ordering
Shipping & Delivery
Returns & Refunds
Payment
Gift Cards
Find a Store
Promotions & Discounts
Products
Size Guides
Events
Contact Us
Garment Care
Brexit
My account
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.
I can’t log into my EU account. Why?
If you are an existing customer that previously ordered from www.eu.lululemon.com, then you will need to create a new account to shop our new website, here.
If you already created a new account and have forgotten your password, you can reset your account 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 login page.
How can I sign up for lululemon newsletters?
You can sign up for lululemon newsletters by entering your name and email address in the lululemon sign up form at the bottom of our website.
How do I update my newsletter preferences and languages?
You can update your newsletter preferences, including your language, by clicking the link to update your preferences at the bottom of your email.
How do I stop receiving newsletters or marketing emails?
You can unsubscribe from our newsletters at any time by clicking the unsubscribe link at the bottom of your email.
How do I delete my account?
You can request to have your account deleted by using the following form here.
Ordering
It's my first time ordering on www.eu.lululemon.com, what do I need to know?
Place an order for delivery to EU on www.eu.lululemon.com 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.
How do I see orders I made on www.eu.lululemon.com?
If you've placed on order on www.eu.lululemon.com and you have an account, you will still be able to see your order history by signing in and clicking on "Profile". You can also check your order and return status here.
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?
Payment for your order will be taken upon order placement and payment will be collected by ESW our international sales partner. The transaction will appear in your statement under US Direct E-commerce Ltd. For orders placed with PayPal transactions will appear under ESWlululemon. Once your order is shipped, you will receive 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 here 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 VAT invoice for my order?
Yes; to download your VAT Invoice please log into your account, select your order, select ‘View Sales Receipt’. If you checked out as guest, please use the Check Your Order form. Enter your order number and associated email address, select ‘View Sales Receipt’. Keep in mind you can’t view your invoice until payment has been processed. If any items are returned the Sales Receipt will be updated once a refund is processed.
Shipping & Delivery
How can I check my order and delivery status?
Once you place your order, it takes 1-2 business days for our warehouse to process and send it.
As soon as it ships, you’ll receive a confirmation email with a link to track its progress.
- You can also log into your account to track your order.
What is your delivery time & cost?
Standard (3-6 business days): Free
Express Delivery (1-2 business days): 5 CHF
*Please note that for express delivery your order must be placed before 12pm CET for same day dispatch. If your order is placed after this time your order will be dispatched the next business day.
Orders are shipped on business days only. Business days are Monday to Friday, excluding national holidays in the Netherlands.
Please track your order through your account or by clicking here.
Where do you ship to?
Austria / Czech Republic / Ireland / Monaco / Poland / Slovenia / Switzerland / Belgium / Denmark / Luxembourg / Netherlands / Estonia / Finland / Italy / Latvia / Lithuania / Norway / Slovakia / Spain / Sweden / Liechtenstein / Croatia / Greece / Portugal / Iceland / Kuwait / Saudi Arabia / UAE
Do you deliver to PO Boxes?
Unfortunately we do not deliver to PO Boxes.
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.
Will I have to pay taxes and duties to receive my order?
If you are shipping to one of these countries, no, all relevant import taxes and duties will be included in the product price.
Austria / Czech Republic / Ireland / Poland / Slovenia / Switzerland / Belgium / Denmark / Luxemburg / Netherlands / Estonia / Finland / Italy / Latvia / Lithuania / Norway / Slovakia / Spain / Sweden / Croatia / Greece / Portugal / Monaco
If you are shipping to one of these countries product prices displayed are exclusive of all taxes and duties. Once your order arrives at its destination, you will be required to pay all applicable import duties, customs and local sales taxes for where you’re shipping to.
Liechtenstein / Iceland / Kuwait / UAE / Canary Islands
Returns & Refunds
We totally understand that sometimes you might change your mind about something you’ve bought from us. This is why, subject to these terms, we allow returns in exchange for a full refund within thirty (30) days of the date you received the items from us. It doesn’t matter whether you purchased the product in store or online.
There are some circumstances where we cannot accept a return, so please read the below carefully before buying your items. This does not affect your statutory rights which we’ve set out in our Terms of Sale. Your consumer rights may vary depending where you made your purchase.
If we choose to accept a return and provide a refund beyond 30 days or in the event there’s no proof of purchase, we may, at our discretion, apply your refund to a lululemon gift card or in accordance with applicable local laws.
1.1. WHAT ARE THE REQUIREMENTS FOR RETURN?
If you’re looking to return your items to us, we have a few things we need you to know.
Any and all items that you want to return must be:
· unwashed and unworn;
· have the original hangtags attached;
· not be an excluded product (below); and
· accompanied by your proof of payment (either your store or e-receipt or confirmation of your guest profile details where we can locate this for you).
Returns must be made within thirty (30) days from the date you receive your order, in accordance with our Terms of Sale.
1.2. SO HOW DO I RETURN MY ONLINE ORDER?
We offer a number of different return options for online orders to try and make life easier for our Guests. Please note that we cannot accept exchanges or returns instore for items purchased in the Netherlands, Norway, Sweden and Switzerland.
We made the conscious decision to remove packing and returns slips from our orders, so if you want to return your products, you’ll need to generate one.
1.2.1. RETURNING YOUR ITEMS ONLINE:
If you placed your order online, you can return it online. It’s quick and easy. To make an online return, follow these simple steps:
1) Visit your account or click to START A RETURN HERE.
*Please note: if you placed your order from one of the below countries, please set up your return here:
Czech Republic, Denmark, Netherlands, Norway, Poland, Sweden and Switzerland
2) Enter your order number and email address (FYI – it’s the 10-digit number that you can find in your account, on your order confirmation email or pack slip).
3) Select the item(s) you wish to return.
4) Select your preferred returns option from:
a. Evri (paperless) – this option is currently for UK Guests only;
b. UPS (printer required); or
c. In-store.
Please note that we cannot accept exchanges or returns for items purchased in the Netherlands, Norway, Sweden and Switzerland.
1.2.2. RETURNING VIA EVRI (PAPERLESS) – UK ONLY:
No printer required, you simply create a QR code!
Once you’ve selected Evri and followed the above steps, a QR code will then be generated and sent to your email address. You’ll need to find your local Evri store and head there to create the shipping label using the in-store printing service.
You can track your return via the link in your return confirmation email.
1.2.3. UPS (PRINTER REQUIRED):
A pre-paid shipping label and a return receipt will be generated for you to download. You will also be emailed these directly.
Print the shipping label and return receipt. Place your item(s) and the return receipt in the reusable shipping bag or box that your order arrived in. Tape the shipping label to the outside of the package and make sure that the barcode is visible. Head to your nearest UPS Drop location to drop off your returns.
Once your parcel has been scanned by UPS, you can track your return via the link in your return confirmation email.
If you can’t make it to a UPS Drop off location, visit UPS here to schedule a parcel collection and we’ll come and collect it from you.
1.2.4. RETURNING YOUR ONLINE ORDER IN STORE:
You can now return your items to one of our stores in the same country of purchase.
Simply, take the item(s) you wish to return to your local store, and show the educator at the desk the barcode contained in your shipping confirmation for an easy return. You can find your nearest store here.
*We need to let you know that, sadly, we are unable to process returns and refunds in store for items that you’ve bought using Klarna and PayPal.
Also, we can’t accept online returns at any concession or outlet, including but not limited to Brown Thomas, Bicester Village, Cheshire Oaks, Harrods, NK, Outletcity Metzingen, Selfridges and Wertheim Village.
We are also unable to accept returns to stores in the Netherlands, Norway, Sweden and Switzerland.
1.3. IS THERE ANYTHING I CAN’T RETURN?
There are some items that, sadly, we can’t accept returns for (the “Excluded Products”). We let you know this in our Terms of Sale (which you agree to at the time you buy your products from us) but just to remind you…
The Excluded Products that we cannot accept are:
· Headwear
· Gift cards
· Underwear (where the hygienic liner is no longer intact)
· Bodysuits (where the hygienic liner is no longer intact)
· Swimwear (where the hygienic liner is no longer intact)
· Sale or markdown items (for items bought in store)
· Personalised items
· Items that have been hemmed or altered
This does not affect your statutory rights. For more information, please see section 12 our Terms of Sale.
1.4. DO I HAVE TO PAY TO RETURN MY ITEMS?
We currently offer free returns for all items.
We may look to expand our returns options in the future (and some may come with a small price to pay) however we will let you know at the point of sale and/or return what these costs will be.
Please note, when you’re returning your items to us, we do not refund you for your shipping (subject to your statutory rights). This applies to all shipping methods including but not limited to standard delivery and expedited delivery. We are also not responsible for any costs incurred when you head to one of our stores to exchange or return your items, including but not limited to travel costs and parking charges.
1.5. WHERE CAN I RETURN MY ITEMS?
If you bought your items in one of our standalone stores, you can return your items to another standalone store in the same country of purchase.
If you bought your items in one of our shop-in-shops (e.g. Harrods), you need to return your item to a shop-in-shop store. We recommend returning your items to the shop-in-shop store that you made the purchase in.
If you bought your items online, you can return these to any standalone store in the country of purchase.
If you bought your items using Klarna online, you must return these via our online portal. Unfortunately, we cannot accept your return in store.
1.6. WHAT IF I BOUGHT MY ITEMS VIA eShopWorld (“ESW”)?
If you bought your items via eShopWorld, you’ll need to set up your return via the ESW platform here. Returned Products must be in new condition with hangtags attached and must be accompanied by the original receipt or invoice. All returned Products are sent at your own risk. Please note, we cannot accept exchanges or instore returns for items bought via ESW.
For more information on ESW’s returns policy and how to return, please see ESW's Terms and Conditions.
1.7. WHAT IF I BOUGHT MY ITEMS USING A PROMO CODE?
If you used a promotional code on your order and want to return some, or all, of the items, we will refund you the cost and deduct the proportionate amount of discount from the original value.
Please note that promotional codes are one time use only and cannot be reused in the event you return your items. This also applies in the event that you exchange your items with us in store.
1.8. WOULD THERE BE A TIME WHEN I CAN’T RETURN MY ITEMS?
All of the items you’re looking to return are subject to inspection by our educators. If it looks to us as though the item has been worn or washed, then we have the sole right to reject the return.
Also, as we’ve said above, we can’t accept any returns for any Excluded Product or any returns made after thirty (30) days of receipt by you – subject to your statutory rights, or in the event of a quality issue, subject to the requirements set out in our quality promise in Section 3 below.
1.9. MY ITEM HAS BEEN PERSONALISED – CAN I STILL RETURN IT?
We do not accept returns on any items that have been personalised (whether bought online or instore). This does not affect your statutory rights.
1.10. WHAT PROOF OF PURCHASE IS REQUIRED FOR A RETURN?
Except as noted otherwise, proof of purchase is required for all returns. Proof of purchase is acceptable through the original order’s packing slip, paper or online receipt, delivery confirmation, or your profile purchase history (for lululemon account holders).
1.11. WHY CAN’T I SELECT THE ITEMS I WANT TO RETURN ON THE PORTAL?
If you’ve followed all of the steps above and cannot select the items you want to return, it is either because a) it is an Excluded Product or b) more than 30 days have passed since the delivery date. This means that the return is not valid and unfortunately, we cannot accept these.
If you believe there is an error or if you would like to exchange items due to poor quality (see our quality promise to you in Section 3 below), please visit one of our lululemon stores or contact our Guest Education Centre for help.
1.12. WHAT HAPPENS IF I STILL SEND YOU MY RETURN AFTER THE RETURNS PERIOD?
If you send your items back to us outside of the returns period, we are still unable to refund you. Therefore, if we have received your items back outside of the returns period, we will credit you via an eGift Card sent to the email address linked to your order.
If you try to return your items in-store after the returns period, we will be unable to assist you and your return will be rejected.
If we receive items that are not related to your original return request, we will send these back to you. Please note, lululemon are not responsible for any items returned not in accordance with this Returns, Refunds and Repairs Policy.
1.13. WHAT IF I SEND THE WRONG ITEM OR NON-LULULEMON PRODUT BACK FOR A RETURN?
lululemon is not, and will not be, responsible or liable for the wrong items being sent back to us during a return process. This includes the wrong lululemon item sent back to us from your order, non-lululemon items and/or any personal possessions which may be given or sent to us in addition to the products so please make sure you double-check your return and any pockets for any valuables!
1.14. HOW LONG WILL IT TAKE FOR ME TO GET MY REFUND?
Once we receive your return at our warehouse, it normally takes around 5-7 business days to process your refund. We’ll send your refund back to your original payment method.
Please keep in mind that it can often take 3-10 business days for the funds to appear on your statement from the date that we process your return.
1.15. WHAT HAPPENS IF I LOSE MY RETURNS SHIPPING LABEL?
We totally understand that sometimes things get lost.
If you need a new returns label, you can get a copy of your label at any time through accessing your returns information via our returns portal here, or find it attached to your return confirmation email.
1.16. CAN I RETURN MY ITEMS IN ANOTHER COUNTRY?
Unfortunately, we can’t accept returns in another country from where you purchased the item, but it may be possible for you to exchange your items in one of our stores in another country.
If we are able to accept your exchange in another country, we will need to see a copy of your proof of purchase and exchanges will be at the value of the product in the country where you are doing the return.
1.17. I PAID FOR MY PRODUCT IN CASH – DO I GET MY REFUND IN CASH?
We have an obligation to try and prevent fraud – this means that we are only able to offer refunds to your original payment method.
While we accept a number of payment methods, including cash, we also have to be mindful of security, asset protection and our other legal obligations. This means that we reserve the right at our discretion to refuse to accept cash transaction where the value of the cash transaction exceeds:
· UK - £2000 (two thousand Great British Pounds);
· EU - €2000 (two thousand Euros);
· Other markets – the equivalent of €2000 (two thousand Euros) in local currency.
the “Cash Limits”.
We also have the right to restrict or refuse cash purchases over the Cash Limits. In some circumstances, you may be able to pay in cash above the Cash Limits however, this is entirely at our discretion, and you must have a Guest profile with us.
In some cases, we may not have sufficient levels of cash in our stores – we do this to maintain safety for our staff. If you are trying to obtain a refund in cash and we do not have sufficient levels to refund you, we may offer to refund you the balance on to a Gift Card or suggest you split your refund between different stores and/or locations.
Payment
What currency can I shop in?
If you’re shipping to Switzerland from eu.lululemon.com, you can shop in CHF. All other countries listed below are available to shop in euros:
Austria / Czech Republic / France / Germany / Ireland / Monaco / Poland / Slovenia / Switzerland / Belgium / Denmark / Luxembourg / Netherlands / Estonia / Finland / Italy / Latvia / Lithuania / Norway / Slovakia / Spain / Sweden / Liechtenstein / Croatia / Greece / Portugal / Iceland / Kuwait / Saudi Arabia / UAE
What payment types do you accept?
We accept the below payment methods:
Visa, Mastercard, American Express, Diners, Discover, Maestro. Electron, JCB, PayPal, Apple Pay, Google Pay, Klarna Pay Later and Twint.
Please note, we cannot split payments between credit cards.
When will I be charged for my order?
Payment for your order will be taken upon order placement and payment will be collected by ESW our international sales partner. The transaction will appear in your statement under US Direct E-commerce Ltd. For orders placed with PayPal transactions will appear under ESWlululemon.
Can my billing and delivery address be different?
Yes, you’re billing and delivery address can be different.
Gift Cards
Do you sell gift cards?
Yes. You can purchase physical gift cards in store and e-gift Cards online, however at present they can only be redeemed in store. We are working on this, please stay tuned.
How do I check the balance and transaction history on my gift card?
Currently gift card balance cannot be checked online. Please stay tuned, we are working on this.
In the meantime you can check the balance of your gift card in store. Regarding the transaction history, you can reach out to the GEC for us to look into this.
Where can I redeem my gift card?
You can redeem your gift card in-store. Gift cards are not accepted in concession stores (shop-in-shops) such as Harrods, Selfridges, Le Bon Marché and or Brown Thomas, or with our wholesale partners.
Unfortunately, our gift cards cannot be redeemed in the following countries: Qatar, Bahrain, Oman, Kuwait, UAE. Note that gift cards purchased in China Mainland, Mexico, Dubai or Qatar can only be redeemed in the same country of purchase.
How can I redeem my gift card?
Gift cards can be redeemed in store when purchasing an item.
Unfortunately at the moment, we are unable to support payment with gift card.
I want to place an order online using my gift card. Can I combine it with PayPal if there isn’t enough money on the gift card?
Unfortunately at the moment, we are unable to support payment with gift card.
We are working on this, please stay tuned.
I lost my gift card, what should I do?
We can’t replace them if they’re lost, stolen, destroyed, or used without your permission. So, hold on to them tight! Gift cards should be treated like cash.
Will I be refunded on the same gift card if I return a product?
If you initially used a gift card to place an order but need to return it, you will be refunded onto a new gift card which you will receive once the return is processed.
If your order was placed with both a gift card and credit card, the refund method will depend on the refund value and the amount initially covered by each payment method used.
Find a store
Where is my nearest lululemon store?
You can find your nearest lululemon store using our store finder here.
Promotions & Discounts
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 the right places
If your promotion code still isn’t working, contact our Guest Education Centre (GEC) here 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.
Products
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.
Size guides
Where can I find your size guide?
We use North American US sizing on our gear. To find your local size equivalent, use our size guides located here or 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.
Events
I have questions about your events. Where do I find more info?
Find out everything you need to know about lululemon events happening in your area here.
Where do I find info about Sweatlife Festival?
Find out everything you need to know about Sweatlife Festival in our FAQs here.
Contact us
Got questions for a specific department?
We’ve got the answers. Contact them below:
MEDIA
Contact our media team here.
INVESTORS
Learn about our investors here.
STRATEGIC SALES
Learn about our Strategic Sales team here.
Garment care
Find everything you need to know about how to look after for your gear under the "Care" tab on the product page.
Brexit
Will Brexit impact my order?
Our Distribution Centre is based in the Netherlands. We do not anticipate any impact to deliveries or returns within the EU.
How long will it take for my order to be delivered?
Once you have placed your order online, allow 1-2 business days for us to process and send it from our distribution centre in the Netherlands before tracking your order. The delivery time is then 3-4 business days, please see our Shipping & Delivery section.
Will I have to pay taxes and duties to receive my order?
If you are shipping to one of these countries, then no—all relevant import taxes and duties will be included in the product price.
Austria / Czech Republic / Ireland / Poland / Slovenia / Switzerland / Belgium / Denmark / Luxemburg / Netherlands / Estonia / Finland / Italy / Latvia / Lithuania / Norway / Slovakia / Spain / Sweden / Croatia / Greece / Portugal
If you are shipping to one of these countries, product prices displayed are exclusive of all taxes and duties. Once your order arrives at its destination, you will be required to pay all applicable import duties, customs and local sales taxes for where you’re shipping to.
Monaco / Liechtenstein / Iceland / Kuwait / UAE/ Canary Islands
How do you ship your orders?
We use UPS. You can start tracking your order once it’s shipped.
How can I return my order from outside the UK?
Our warehouse and return center is located in the Netherlands and you can simply use our online portal to arrange for a free return—see our return and refund information here.
Returns must be made within 30 days from the delivery date.
Will I pay extra shipping costs when returning products?
No, there are no extra costs to return your item(s) to us.
How long will it take me to be refunded for my return?
Once we receive your return at our warehouse, it will take 5-7 business days to process. After your return has been processed, your funds will be credited back to your original method of payment. Please keep in mind it can take up to 3-10 business days for the funds to appear on your statement, depending on your banking institution.
Will the same products be available to customers outside of UK?
Yes, the same product assortment will be available to all our customers.
