Order handling & tracking

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

You can check on your order’s status through your account in ‘My Orders’. Here, your order will be displayed as:

  • Payment Review (your order is being reviewed)

  • Processing (your order is with the warehouse)

  • Complete (your order has been shipped)

  • Closed (your order has been refunded).

If your order is confirmed and its status displays as ‘Processing’ or ‘Complete’, we are unable to make changes to it. For more information, see our Returns & Exchanges section or contact us and have your order number ready.

Order confirmation and delivery

When your order has been dispatched for delivery, we will send you a confirmation email. This email includes the freight provider’s name and your order tracking number.

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. Please note, it may take 2–3 hours before your tracking details are available from the courier’s website and you can use the number to track your delivery.

Once your order is collected by the courier, we have no control over it. Any enquiries about your delivery need to be directed to the courier. Please also keep in mind that orders can be held up due to busy sales periods, Public holidays or customs delays.

Pick up in store

If you can’t be at home to receive an online order, you can choose to pick it up from selected stores. If your order is less than $100, you can choose to pick it up from your local store for the standard delivery charge of $10. If your order is $100 or more, you can choose to pick it up for free from your local store. Expected delivery time to stores is between 3–7 working days.

At checkout, simply select ‘Use Pickup in Store’ and select the store where you'd like to collect your online order.

When you order via 'pick up in store', 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) when you come to collect your order. Someone else can collect the order on your behalf – just nominate them when filling out the order form. 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 will be cancelled and a refund will be issued.

Tracking your domestic delivery

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

It will take 2–7 business days for your order to be delivered. For rural and remote areas, including for 'pick up in store' orders, please allow for an additional 1–2 days to receive your delivery. Domestic deliveries by eParcel require a signature and will not be left at your shipping address if nobody is available to receive it.

If you have not received your order within the stated delivery-time, visit Australia Post and enter the item’s tracking number. If it is shown as ‘delivered’ you should have received a courier card with details about its location and how to arrange for its collection.

If you have not received a card or cannot locate your parcel, please contact us for assistance.

Tracking your international delivery

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

It can take up to 10 business days for your order to be delivered to an international address. Please keep in mind delays due to busy sales periods, possible customs hold-ups, public holidays, and deliveries to remote or rural areas.

All DHL deliveries are made during normal business hours and require a signature. If no-one is available to provide a signature, the courier will leave a card with details of how to collect your order or arrange for a new delivery time.

If you have not received your order within the stated delivery time, visit DHL and enter the tracking number. If it is shown as ‘delivered’ you should have received a courier card with details about its location and how to arrange for collection.

If you have not received a card or cannot locate your parcel, please If you have not received a card or cannot locate your parcel, please contact us for assistance.

Can't find the answers to your questions?

Email
support@kathmandu.com.au
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