Had an issue with Lululemon? Get a real response.
How to submit a complaint with Lululemon
- Phone: Call the Guest Education Centre (GEC) on 1800 102 016 (Mon–Fri, 9am–5pm AEST). Have your order number or receipt ready.
- Live Chat: Available Mon–Sat, 9am–5pm via the Contact Us page. Great for real-time support and keeping a written record.
- Email/Form: Write to gec@lululemon.com.au or use the online “Send an Email” form. Expect a reply within 1–3 business days. Attach photos for faulty product complaints.
- In-Store: Visit any Lululemon store, speak to an Educator or manager. Many product complaints (like faulty leggings) can be resolved on the spot under Lululemon’s quality guarantee.
- App: Use the Lululemon app’s Help/Support section to call, chat, or email support.
- Social Media (backup): As a last resort, DM Lululemon AU on Facebook/Instagram. They’ll usually redirect you to the GEC.
💡 Tip: Always ask for a case or reference number. Be specific about your issue and what resolution you want (refund, replacement, repair, or apology).
- Acknowledgment: You’ll get an immediate response by phone/chat or an email confirmation with a reference number.
- Investigation: GEC staff (“Educators”) will check order data, product quality, or courier info. For defective items, they may request photos or batch details.
- Resolution:
- Refunds or replacements for faulty or lost items.
- Exchanges or repairs for sizing/fit or minor issues.
- Discount vouchers or goodwill gestures for out-of-stock or system glitches.
- Apologies and coaching feedback for staff conduct complaints.
- Refunds or replacements for faulty or lost items.
- Timeline: Simple refunds/exchanges usually resolve within days. Refunds appear in 3–10 business days after approval. Complex cases (e.g., sale stock errors) may take longer, but expect updates within 1–2 weeks.
- Who handles it: Most complaints stay with your assigned Educator. For tough cases, supervisors or the Resolutions Team may step in.
Common complaints against Lululemon
- Product quality issues: Leggings pilling, seams tearing, or tops developing holes after minimal wear.
- Refund/return hassles: Refunds denied under “wear and tear,” lost postal returns, or confusion over sale item exclusions.
- Poor service attitudes: Instances of dismissive or rude staff in-store or unhelpful email/chat responses.
- Size/fit exchanges: Conflicts over price differences when swapping online sale items in-store.
- Order fulfillment errors: Cancelled online orders due to stock glitches, missing items in packages, or delayed shipping.
- Price/sales policies: No post-purchase price adjustments and frustration with final-sale policies.
Lululemon complaints submitted through Ajust
I went into a lululemon store to exchange a bag I received as a gift, and it turned into a really uncomfortable experience. Even though I had the original packaging and a shipping label clearly showing my name and order number, staff questioned whether it was even mine. I left feeling embarrassed and dismissed, especially since another store processed the exchange without issue. - Luyao
My lululemon order was meant to arrive within a few days, but it never showed up. When I contacted support, I was told the courier may have lost it, which left me stuck waiting with no clear solution. The lack of ownership over the problem was frustrating, especially after spending so much time chasing updates instead of getting a replacement or refund. - Eva
How other consumers Lululemon complaints got resolved
Faulty product refunded after escalation: A customer’s top tore after one wash. An initial denial was reversed after citing Australian Consumer Law and escalating to a manager. The customer received a refund plus free shipping code.
Lost online order: A customer's payment was processed but the order disappeared. Lululemon refunded the charge and gave a 20% discount code as a goodwill gesture.
Multiple quality issues: A loyal customer repeatedly returned faulty items. Corporate reached out, offered tailored advice and a complimentary product to rebuild trust.
- Request a supervisor/manager: Ask for a higher-level review if the first agent can’t resolve it.
- Escalate in-store issues: If a store manager won’t help, contact the GEC with store details so corporate can override.
- Head office escalation: Formal complaints can be addressed to Lululemon’s Australia HQ (via the same GEC channels).
- Social media escalation: Public posts often prompt a fast response – keep it factual and polite.
- Persistent follow-up: Quote your case number, reference missed deadlines, and keep records of all interactions.
If internal escalation fails, you have strong rights under Australian Consumer Law (ACL):
- Fair Trading / Consumer Affairs: Lodge a free online complaint with your state agency (e.g., NSW Fair Trading, Consumer Affairs Victoria). They can mediate directly with Lululemon.
- ACCC: Report systemic issues (e.g., refusal to refund faulty items). While ACCC doesn’t resolve single disputes, your report adds pressure.
- Financial pathways: If a refund is denied and you paid by card/Afterpay, request a chargeback via your bank or AFCA (for financial disputes).
- Small Claims Tribunal: VCAT, NCAT, or equivalents can order refunds/compensation for unresolved disputes.
💡 Mentioning Fair Trading or ACL rights often speeds up Lululemon’s response.
- Phone (GEC): 1800 102 016 (Mon–Fri, 9am–5pm AEST)
- Email: gec@lululemon.com.au
- Live Chat & Contact Form: Lululemon Contact Us
- Store Locator: Find a Store
- Returns Policy: Return Policy | Start a Return
- Product Quality Promise: Quality Promise FAQ
- ACCC Consumer Guarantees: Consumer Rights Guide
Lululemon Complaints FAQs
Why is Lululemon customer service in Australia rated well overall but still criticised online?
Lululemon Australia generally earns strong reviews because in-store staff and phone support resolve issues quickly and confidently. Problems usually arise with online orders and email support, where delays and system errors frustrate customers. Many shoppers report that once they reach the right channel or escalate clearly, Lululemon often stands by its products and fixes the issue. Choosing the right support channel makes a big difference to the experience.
What is the fastest way to get help from Lululemon for an order or return problem?
Calling the Guest Education Centre or using live chat during business hours is the fastest option. These channels bypass long email queues and allow real-time troubleshooting for missing orders, incorrect items, or return questions. Having your order number, receipt, or photos ready helps resolve the issue in one interaction. Email is better for non-urgent or detailed quality claims but can be slower.
How does Lululemon handle faulty products under Australian Consumer Law?
Faulty Lululemon products are covered by Australian Consumer Law, regardless of sale status. If leggings pill early or seams fail, Lululemon will usually repair, replace, or refund the item. Many customers succeed by clearly describing the issue as a manufacturing fault and providing proof of purchase. Even months after purchase, Lululemon often honours quality issues beyond standard return timeframes.
What should I do if Lululemon rejects my return or refund request?
If your return is rejected, ask for a review under the quality promise or Australian Consumer Law. Calmly explaining the issue, providing evidence, and escalating politely often leads to a different outcome. Visiting another store or contacting head office can also help, as responses can vary by location. Many shoppers report successful resolutions after pushing for a second review.
You’ve done your part, now it’s time to hold Lululemon accountable.
Take the final step and submit a complaint that gets seen and responded to.