Latest COVID-19 Information
We understand our guests may have questions about their experience with lululemon as we navigate the COVID-19 coronavirus pandemic. We will keep this section on our website updated frequently with the latest developments. If you have a question that isn’t answered below, please contact our Guest Education Centre here.
Information last updated: 23/12/2020
Our Latest COVID-19 Updates: Following the latest announcement and updated government regulations, our stores in Germany are temporarily closed to help protect our people and community.
Why did you close your stores in Germany?
Here at lululemon, we are continuing to closely monitor the evolving situation of COVID-19 and its impact on our teammates, friends and families across the globe. To prioritise the safety and well-being of our communities and comply with local government guidelines, we have temporarily closed all of our stores in Germany. We are grateful for your support as we navigate these uncertain times.
How can I shop at lululemon whilst the stores in Germany are closed?
From 27 December 2020, our Wertheim store will continue to offer phone sales and virtual appointments. To arrange for one of these services, you can either contact the store directly or book a virtual shopping appointment via the Waitwhile link below.
We’ll then package up your gear and ship it directly to your home.
Wertheim +49 9342 9664901
Book a virtual shopping appointment here
Alternatively you can still continue to shop with us online at lululemon.de
When will community classes and events be available again?
We are deeply committed to the well-being of our people and our communities. As we continue to monitor COVID-19 and the quickly changing landscape, community classes and events are suspended until further notice. Visit the Community Carries On hub for a variety of virtual offerings to stay moving and connected during this time.
Will store hours be the same?
Some of our store hours will change temporarily as we adjust to new measures. For your local store’s updated opening hours, check the Store Locator.
When will your stores reopen?
We continue to monitor the situation and follow guidance from local authorities, and will update accordingly.
What measures have you had in place to support your team during this period?
People are at the heart of lululemon, and we have taken a number of actions and initiatives to support our collective. This includes guaranteeing the employment of our retail teams with a commitment of full pay until June 1, establishing a Global Pay Relief Plan and the We Stand Together Fund for employees, and creating the $2m Ambassador Relief Fund.
Can I still shop online?
You sure can. Check our website for weekly product drops and our usual free standard shipping.
Will my order be delayed?
We’re experiencing a higher volume than normal right now. Due to increased volumes, additional safety measures and some of our teams working remotely, our processing and return timelines are currently longer than normal. Please allow up to 7 business days for your order to dispatch and allow 15-20 business days for returns to be processed once they arrive at our warehouse.
If you’ve already submitted an inquiry to our GEC to find out more information, sit tight—our team will get back to you with an update as soon as possible.
We appreciate your patience during this time, as we continue to support and prioritise the wellbeing and safety of our team.
Is there any risk to shopping online?
We’re following guidance issued by health authorities in regard to our people and business. The WHO has confirmed it is safe to receive packages from anywhere in the world, including an area where a coronavirus outbreak has been identified. See more info from the WHO here.
I cannot access my delivery point, can I cancel my order?
If your order was placed less than 1 hour ago, please contact our Guest Education Centre here. If your order was placed over 1 hour ago or has been dispatched and is in transit, we are unable to process the cancellation. The order will be returned to sender after three failed delivery attempts and your full order value will be refunded to your original method of payment. Please keep an eye on your tracking to follow the progress of your parcel. Please allow three weeks once the order has been returned to us for the money to show in your account.
I cannot access my delivery point, can I change my address?
UPS is unable to update the delivery unless there has already been a failed delivery attempt. UPS address updates will only work when the shipping address is incorrect, incomplete or the guest is not available to receive it. Please contact our Guest Education Centre here.
Can I still return my online order?
Yes. For online orders, our returns service is running as normal. If you can’t access a UPS drop off point, you can arrange for a home collection here. Make sure to select your country of origin before scheduling pick up. If you don’t feel comfortable with this, we are extending our returns policy for all orders placed on or after February 15, so you don’t have to worry.
For store orders, If you’d like to exchange your gear, you can wait until our doors reopen. If your gear was purchased on or after February 15, you’ll be able to return or exchange it up to 30 days after your local store opens again. Timing may vary store by store—we continue to monitor the current situation and do what's best for our educators and guests. If you would like to post your order back to us please contact our Guest Education Centre here and we will be happy to help.
I dropped my gear off at your store for hemming and now it’s closed, how will I get it?
We appreciate you reaching out about your gear and want you to know that is safe and secure with our stores and hemming partners. The safety of our people and community is very important to us, which means your hemming will become available once our stores reopen. If you’re no longer able to get to the store where you dropped off your gear, not to worry—the store would be more than happy to ship it to you.
My question hasn’t been answered, who can I contact?
Above all, we are here to support you. If we haven’t answered your question above please get in touch with our Guest Education Centre here. Please note, our Educators are currently working remotely so response times may be longer than usual.
Be kind, move your bodies, and let’s take care of each other.