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Lululemon
? Get a real response.

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Lululemon
that actually gets through. No dead ends, just action.

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Edited by:
Ajust Content Team
Last updated:
September 16, 2025
AI-sourced. Human-edited. Made clear for you.

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).

What happens after you submit a complaint to Lululemon?

  • 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.

  • 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.

Complaints submitted through Ajust

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.

How to escalate a complaint with Lululemon

  1. Request a supervisor/manager: Ask for a higher-level review if the first agent can’t resolve it.

  2. Escalate in-store issues: If a store manager won’t help, contact the GEC with store details so corporate can override.

  3. Head office escalation: Formal complaints can be addressed to Lululemon’s Australia HQ (via the same GEC channels).

  4. Social media escalation: Public posts often prompt a fast response – keep it factual and polite.

  5. Persistent follow-up: Quote your case number, reference missed deadlines, and keep records of all interactions.

Regulatory & Ombudsman Information for Lululemon

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.

Official Lululemon Complaint Resources & Links

Lululemon
Complaints FAQs

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Lululemon
accountable.

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