Returns Policy & Refunds

Our returns policy is as follows:

- We offer complementary returns

- Returns must be made within 30 days from the delivery date

- All merchandise must be unwashed and unworn with the original hangtags attached

- Proof of payment must accompany the return

- All garments are subject to inspection

Note: Subject to your right to cancel and your statutory rights, products excluded from return are: headwear, face masks and gift cards. Swimwear must be returned with hygienic liner intact.

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.

*Any orders placed between November 1st and December 23rd can be returned up until January 23rd.

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, we cannot accept exchanges or instore returns for items bought in Belgium, Denmark, Italy, the Netherlands, Norway, Poland, 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.

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: we do not accept returns to store in Belgium, Denmark, Italy, the Netherlands, Norway, Poland, 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, La Vallée, Outletcity Metzingen, Selfridges and Wertheim Village.

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 PRODUCT 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.

1.1.         CAN I EXCHANGE MY ITEM?

Yes – however, currently we can only support exchanges in one of our stores. If you want to make this change online, you’ll need to return your products and re-purchase them.

Please note – availability of sizes, styles and products varies in each store so it may not be possible to exchange your product. We are not responsible for any costs incurred by you in relation to travelling to/from a store to try and make an exchange.

Please note, we cannot accept exchanges or instore returns for items bought in Belgium, Denmark, Italy, the Netherlands, Norway, Sweden and Switzerland.

1.2.         HOW LONG HAVE I GOT TO EXCHANGE MY ITEMS?

Just like our returns policy, you’ll have 30 days to exchange your items in-store. It is not possible for you to exchange items after 30 days, so make sure you head down to one of our stores before this runs out.

If your product is faulty, we will exchange this for you in accordance with our Terms of Sale.

1.3.         HOW DO I EXCHANGE MY ITEM?

If you want to swap size, colour or style - please head down to your nearest store with your product. Find out where yours is here.

Any and all items that you want to exchange must be:

·      unwashed and unworn;

·      have the original hangtags attached;

·      not be an Excluded Product; and

·      accompanied by your proof of payment (either your store or e-receipt).

Our staff will inspect any items you wish to return. If they suspect that the item has been worn or washed, they can reject the exchange at their sole discretion.

1.4.         IS THERE ANYTHING I CAN’T EXCHANGE?

There are some items that, sadly, we can’t exchange for you. These are the same Excluded Products that we cannot accept returns on, but just to remind you…

The Excluded Product that we can’t 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

*A quick note to say that this does not affect your statutory rights, as set out in section 12 of our Terms of Sale.

We are also unable to accept exchanges (or refunds) on items bought via EWS platforms.

2.5. CAN I EXCHANGE MY PRODUCT IN A DIFFERENT COUNTRY?

You can exchange the product(s) in a store in a different country to where you bought your product for items of the same value (based on the value in the local currency of the store you are returning it to). Also, where the Store’s local currency differs from the original currency where purchased, you may be required to pay the difference in the cost of the Product(s).

For example, if you’re looking to exchange a pair of align leggings that you bought in Ireland for €98EUR, you’ll only be entitled to an exchange value of £88GBP.

1.1.         WHAT IS YOUR QUALITY PROMISE?

Quality is the heart of who we are. Quality shows up in our people, our conversations and of course, our product. If our product doesn’t perform for you as intended we will work with you to make it right (“Quality Promise”).

This Quality Promise is a limited guarantee as set out in our Terms of Sale. This does not affect your statutory rights.

1.2.         WHO DOES THE QUALITY PROMISE APPLY TO?

From 1 October 2024, if you have a Guest profile with us, we will replace any item that doesn’t perform as intended within one (1) year of purchase, subject to the following conditions:   

·      All Quality Promise returns are handled on a case-by-case basis (so we need to let you know that there is a chance we can’t replace it for you);

·      You must provide us with proof of purchase and have a guest profile with us when bringing your item to us to return under the Quality Promise; and

·      Our Quality Promise does not apply to items impacted by ordinary wear and tear, personal preference, misuse or accidents.

We build products to last, and we stand behind our quality. If you have an item that you want us to look at, fill out this form or stop by your local store.

1.3.         WHAT IF THE VALUE OF MY PRODUCT IS LESS THAN A REPLACEMENT UNDER THE QUALITY PROMISE?

Where possible, we will replace your product like-for-like (based on current seasonal availability). 

In the event that a like-for-like product is not available, we will find the closest available fabric or purpose product to your product.

Unfortunately, we are unable to replace your product with an entirely different style or item. Products will only be replaced like-for-like so far as possible.

1.4.         WHEN DOES THE QUALITY PROMISE APPLY VS WHEN DO MY STATUTORY RIGHTS APPLY?

We have created our quality promise because we care about our guests and your experience with us and our products. Our quality promise provides you with the right to repair or replace your product based on a quality issue. We are entitled to revoke or alter our quality promise at any time.

Your statutory rights apply regardless of our quality promise. However, these are subject to limitations. For example, if you state that the product is faulty 12 months or more after purchase, you are required prove that there was a fault with the product when you bought – if you do so, you will still be entitled to a repair, refund or replacement. To find out more about your statutory rights, please see our Terms of Sale.

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.

Please contact our Guest Education Centre and they will be happy to help.

Follow steps 1-7 to set up your return, and then visit UPS here to schedule a parcel collection.

Enjoy extended holiday returns with us! Purchases made between November 1st and December 23rd are eligible for returns until January 23rd, giving you extra peace of mind during the holiday season.

During peak periods, please allow additional time to receive your refund.