Latest COVID-19 Information
lululemon stores in Germany are now open. Read more below about the measures we have in place to protect our team, guests, and wider communities.
Where permitted by local government and public health authorities, lululemon stores are gradually re-opening. Read an update on from our SVP & GM of EMEA Gareth here, and more below about the measures we have in place to protect our team, guests, and wider communities.
If you have a question that isn’t answered below, please contact our Guest Education Centre here.
Information last updated: 01/07/2020
Update on our online service status:
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.
Why have you reduced your VAT rate?
The German government has decided to temporarily reduce VAT from 19% to 16% for the period from July 1 to December 31, 2020. The prices on our website include VAT. We are working on passing on this reduction to you automatically at checkout. Whilst we do so, you can benefit from the VAT reduction in our stores, or you can contact our GEC which will reimburse you for the reduced amount.
What is Value Added Tax (VAT)?
VAT is a consumption tax that is levied on the sale of products in the EU. The VAT rate is set by the government of the respective country and is calculated as a percentage of the sales price.
What is now changing in the VAT rate?
The German government has decided to temporarily lower the VAT rate from 19% to 16%. For all consumers, this means that they have to pay less tax when purchasing products for the duration of this reduction.
How can I claim back the reduction in VAT?
After you have placed your order, submit an email to our GEC, with the category ‘Following Up On An Order’ and the subject ‘Redeeming VAT Discount’. In the question field please ensure you state your order number and name so our team can find your details easily. Once verified, our team will refund you the difference in VAT amount, on to your original method of payment. This will appear in your account within 3-10 business days. If you have any other questions, please send them to our GEC here and we will be happy to help.
Why did you decide to open your stores in Germany?
We opened our lululemon stores in Germany on 6 May, following government guidelines and the implementation of new in-store safety measures. The well-being of our communities is our top priority, and has been carefully considered in our decision to reopen. We continue to monitor guidance by public health agencies and experts to ensure the ongoing safety of our teams and our guests.
What safety measures are in place to protect lululemon employees and guests?
To protect the well-being of our people and our guests, we are taking extra measures to prevent the spread of COVID-19 in our stores in Norway, Germany and around the world. These include:
We are grateful to all of our guests for doing their part to keep our community safe.
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.
Why are you cancelling Sweatlife Festival London?
All of us at lululemon continue to pay close attention to the rapidly changing landscape and the impact on our communities across the globe. With the safety of our guests, ambassadors and team as our number one priority, we have made the difficult decision that Sweatlife Festival London will no longer take place on Saturday June 20 and Sunday June 21. We apologise for any inconvenience caused and appreciate your understanding that the health of our community always comes first.
Will Sweatlife Festival London be rescheduled?
Our decision to cancel Sweatlife Festival London in June reflects our prioritization of the safety and well-being of our community. Given the scale of the event and the evolving nature of the situation, the event will not be rescheduled in 2020. We invite you to explore our online hub of at-home yoga practices, meditations, and more and hope to see you at future events.
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.