Latest COVID-19 Information
lululemon stores in France are now 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.
Information last updated: 25/05/2020
Why did you decide to open your stores in France?
We are opening our lululemon stores in France 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.
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 France and around the world. These include:
-Staying 2 metres apart (hint: the length of a yoga mat)
-Our teams wearing masks, and a recommendation for our guests do the same
-Advising guests to sanitise hands when entering our stores
-Increased hygiene practices for employees and cleaning protocols for stores
-Temporarily postponing our complimentary hemming service
-Asking that guests return another time if they feel unwell
-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 other stores reopen?
All timing decisions are made with the safety of our people, guests and communities top of mind. We plan to take a phased approach to reopening, dependent on local government directives and guidance from local health authorities.
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 1st, 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?
As we prioritise the well-being of our people, our distribution centres are working at a decreased capacity however we are still meeting processing timelines. There are currently delivery restrictions in place in certain parts of Austria, Germany, France, Spain, Portugal and Italy, please see below. We are following local government guidelines which are ever-changing, please keep checking your tracking for updates to your order. If an order is sent to a restricted area, it will be returned to our warehouse after failed delivery attempts and an Educator will contact you regarding a refund or re-shipment.
Austria: No deliveries or returns collections to the following postcodes until further notice: 5541 - 5542, 5611 – 5612, 5630, 5632, 5645, 5700, 5753, 6553, 6555, 6561, 6563, 6580, 6754, 6762 – 6763, 6767, 6888.
Germany: UPS center in Aachen has closed their customer counter. Drop off only shipments with pre-printed labels (unable to print at drop-off). Option to pick up delivery at Aachen UPS centre unavailable.
Spain: No deliveries or returns collections to the following postcodes until further notice: 08700, 08710, 08711, 08712, 08788.
France: No deliveries or returns collections to the following postcodes until further notice: 07110 – 07120, 07140 – 07190, 07310 – 07330, 07380 – 07409, 07440 – 07470, 07510, 07630 – 07660, 26150 – 26190, 26220 – 26230, 26310, 26340, 26410 – 26470, 26510, 26560 – 26570, 26620, 26730 – 26740.
Italy: No deliveries or returns collections to the following postcodes until further notice: 00017, 04022, 40059, 64030 - 64031, 64033 - 64035, 65010, 83031, 84030, 84035 - 84036, 85047, 86016, 86077, 86079, 87038, 87054, 87056, 87060, 88842, 89064, 89822, 90030, 91018, 94011, 94018.
Portugal: No deliveries or returns collections to the following postcodes until further notice: 3880000 – 3880999, 3885000 - 3885999
We know you’re eager to see your new gear and we’ll be hustling hard to get it on your doorstep. We really appreciate your patience during this time and will continue to communicate with our guests about their orders when necessary.
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.