Orders and Delivery

Please find below information about how to track the status of your online orders, delivery charges and timeframes, as well as guidance for international shipping.

Australian Bushfires

Due to the Australian bushfire situation online deliveries are subject to delays from our courier and post providers.  Latest updates on this situation can be found on the AU Post website here: https://auspost.com.au/about-us/news-media/important-updates.

To check the status of In Progress deliveries please refer to any tracking details that have been provided in relation to your online order.

AusPost Tracker Tool https://auspost.com.au/mypost/track/#/search

Our thoughts are with the people impacted by the fires.

Standard Delivery

We offer free delivery within Australia on all online orders over $100. For all orders under $100, we charge a flat rate of $10.

Standard delivery within Australia may take 2-7 business day, with an additional 2 days for rural deliveries.

  • Victoria and New South Wales standard delivery is 2-3 business days
  • South Australia, Queensland and Tasmania standard delivery is 3-5 business days
  • Western Australia and Northern Territory standard delivery is 5-7 business days

Most orders are dispatched next working day. Orders placed after 12pm on a Friday or on the weekend will not be dispatched until the following Monday, or first available business day.

Orders made within two days of a public holiday or during busy sale periods may take up to an additional five days to be delivered.

We deliver via a tracked courier service - once your order is dispatched you will receive an email with a link to track the status of your order with our delivery partner.

We use Australia Post’s eParcel service and can deliver to your home address, work or PO Box anywhere in Australia. We do not ship to freight forwarders, armed forces or AFPOs.

When you purchase online with https://www.kathmandu.com.au, your delivery will be completed by Australia Post. Someone will need to be present to sign for your parcel. If there is no one home, a notification card will be left and your parcel taken to a nearby post office for you to collect.

If you would like your Kathmandu parcel left at your address without requiring a signature (or redirected to another address) simply click on the tracking number link in your dispatch notification email and follow the instructions. You also release Kathmandu from being liable if you should supply an incorrect address or a parcel is stolen from your property after delivery.

Orders status and tracking

You can check on your online order status through the ‘My Orders’ section, if you placed the order while logged in to your account. Here, your order will be displayed as:

  • Pending (your order is being reviewed)
  • Processing (your order is with the warehouse)
  • Complete (your order has been shipped)
  • Closed (your order has been refunded).

When your order has been completed, we will send you a dispatch email. This email includes the freight provider’s name and your order tracking number. Please note, it may take 24 hours before your tracking details are available from the courier’s website and you can use the number to track your delivery.

We sometimes split larger orders into separate shipments due to their weight or dimensions. If this happens, you will still only receive one email and tracking number, this includes multiple consignments. 

Most orders are dispatched next working day. We deliver via a tracked courier service - once your order is dispatched you will receive an email with a link to track the status of your order with our delivery partner.

To view the status of a domestic order visit Australia Post and enter the tracking number.

To view the status of your international order, visit DHL and enter the tracking number.

Please keep in mind that orders can be held up due to busy sales periods, Public holidays or customs delays.

Change or cancel your order

If your order is confirmed and its status displays as ‘Processing’ or ‘Complete’, we are unable to make changes to it.

Once you receive your order, you may return any items through our Returns & Exchanges process.

Missing or incomplete orders

If your order arrives incomplete, or is taking longer than our standard delivery time frame please Contact us and we can look into this for you.

Pick up in-store

You can choose to have your order shipped from our distribution centre to a store of your choice. There is no delivery fee for this service, and the expected delivery time frame is 3-7 business days.

Please note: your order will not be able to be fulfilled from in store stock, but rather will be sent from our distribution centre to your desired store.

At checkout, select ‘Use Pick up In store’ and select the store where you'd like to collect your online order.

You will receive an email confirming the order has been dispatched and another to let you know when it has arrived in store and is ready for pick-up.

Please bring photographic ID and proof of purchase (e.g. order confirmation email). If you’ve already placed your order and would like someone else to pick it up, please Contact us.

Your order will be held in store for a maximum of 14 days. If it is not collected within this time, your order may be cancelled and a refund will be issued.

International Shipping

We offer international shipping to most countries from Australia.

We use DHL for all our international orders. We don’t ship to international armed forces, freight forwarders or international PO Boxes.

International shipping is available at flat rates of $29 and $49, depending on the zone. The cost does not include custom and/or tax charges. Summit Club members receive free international shipping on orders over $200. If you are not a current member and would like to receive this benefit, join Summit Club today.

Click on the following tabs for a list of countries we ship to, including estimated delivery times and cost:

North America

USA, Canada

Delivery Charge $29
Estimated Delivery Time 4–8 days

Europe

Albania, Andorra, Austria, Belgium, Bosnia and Herzegovina, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Greenland, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Luxembourg, Malta, Moldova, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Uzbekistan

Delivery charge $49
Estimated Delivery Time 3-10 days

Asia Pacific

Bangladesh, Brunei, China, Cook Islands, Fiji, Guam, Hong Kong, India, Indonesia, Japan, Macau, Malaysia, Marshall Islands, Nepal, New Caledonia, Pakistan, Papua New Guinea, Philippines, Samoa, Singapore, South Korea, Sri Lanka, Taiwan, Thailand, Tonga, Vanuatu

Delivery Charge $29
Estimated Delivery Time 5–10 days

Rest of World

Anguilla, Antigua and Barbuda, Argentina, Aruba, Bahamas, Bahrain, Barbados, Belize, Bermuda, Bolivia, Botswana, Brazil, British Virgin Islands, Cayman Islands, Chile, Colombia, Costa Rica, Dominica, Ecuador, Egypt, El Salvador, French Guiana, Guadeloupe, Guatemala, Haiti, Honduras, Israel, Jamaica, Kazakhstan, Kenya, Lebanon, Libya, Maldives, Martinique, Mauritius, Monaco, Montserrat, Morocco, Nicaragua, Oman, Panama, Paraguay, Peru, Qatar, Saudi Arabia, Senegal, Seychelles, South Africa, Saint Kitts and Nevis, Saint Lucia, Sudan, Suriname, Swaziland, Tajikistan, Tanzania, Timor-Leste, Trinidad and Tobago, Tunisia, Turks and Caicos Islands, Uganda, United Arab Emirates, Uruguay, US Virgin Islands, Venezuela

Delivery Charge $49
Estimated Delivery Time 3–10 days

International orders via https://www.kathmandu.com.au are charged in Australian dollars (AUD). The exchange rate is determined by international credit-card providers or banks, who may add an additional processing or administration charge. The international credit-card holder is liable for this.

These delivery time frames include the processing of your order by our warehouse team and the time it takes for our delivery partners to get your order to you.

Please list any specific instructions for delivery when placing your order online.

For delivery to Australia, please place your order on https://www.kathmandu.com.au. For shipping to the UK and selected European countries, please place your order on https://www.kathmandu.co.uk.

Customs

Custom fees and taxes on orders may be charged by the destination country. These charges must be paid for by the person receiving the parcel. If delivery is refused, all costs incurred for the return of goods will be charged to the customer.

Kathmandu has no control over customs policies and charges, which can vary from country to country.

For further information, please check with our international freight provider DHL.

International shipping restrictions

Some items due to size restrictions and international legislation cannot be transported through our delivery provider. This includes (but not limited to) highly flammable items, aerosols, butane, blades, first aid kits, matches or any dangerous articles.

For international deliveries, the recipient is the importer of record and must comply with all laws and regulations of the destination country. As legislation and policies vary from country to country, please refer to local government sources for more information on delivery restrictions.

For further information, please refer to the Department of Infrastructure, Transport, Cities and Regional Development site, which details Transporting Dangerous Goods safely and its associated acts, and check with our international freight provider DHL.

Contact Us

Our customer support team is here to help.

Phone
1800 333 484
Email
support@kathmandu.com.au
Support Hours
Mon-Fri 8:30am-5pm AEST