At Kathmandu, we like to think that shopping online is an easy and convenient option for our customers. That's why we have put together the answers to the most frequently asked questions our customers have, so that you can continue to shop confidently with Kathmandu. However, if you still have questions, please feel free to send us a message here.
We'll do our best to quickly respond to your questions between Monday and Friday, from 7am to 16pm (excluding public holidays).
Please note: Kathmandu stores are unable to help with eBay purchase enquiries.
We only accept payments through PayPal. Please note, you don't need to have a PayPal account to pay for your order; VISA, Master Card and American Express payments can also be processed through PayPal.
Q: How much does delivery cost?
A: If you spend £30.00 or more with us in a single transaction, we will deliver this to you for FREE! Orders below this value will be charged £4.00 delivery.
Q: How will my order be delivered?
A: Your order will be delivered to your door by courier; this can be a residential or business address. Someone will need to be present at the delivery address to accept the order. Whilst we are not able to leave an order without a signature, please let us know if you have any specific delivery instructions and we will do our best to accommodate these.
Q: What will happen if I am out when you deliver?
A: If you are out when the delivery is attempted, a card will be left detailing how to collect or rearrange delivery of your order.
Q: How long will my order take?
A: If you are in a residential area please allow 1-3 business days for your order to be delivered to you. For rural areas, and during busy sale periods, please allow a further 2 business days. If you have any specific delivery instructions, e.g. weekdays only, please enter these details at the time of ordering. If on the rare occasion your order does not arrive after 5 working days, please send us a message here and we will be happy to track the order for you.
Q: Can I track my delivery online?
A: Parcelforce services handle all our UK mainland deliveries. All orders can be tracked via their website www.parcelforce.com using the unique tracking number included in your delivery notification email.
Q: Do you offer international delivery?
A: Kathmandu offers international delivery to selected European countries using UPS services. All international orders can be tracked via their website www.ups.com using the unique tracking number included in your delivery notification email.
Q: How much does delivery internationally cost?
A: Our international delivery costs are calculated depending on country location. Please refer to our Delivery Rates table.
International orders from Kathmandu's eBay store operate in pounds sterling (GBP). 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.
Q: My item arrived damaged – what should I do?
A: If you have received a faulty or damaged item please send us a message here to discuss the issue and work out an appropriate solution.
Q: I received the wrong product—what should I do?
A: Please send us a message here and explain that you have received an incorrect item. Our team will work with you to discuss the issue and come to an appropriate solution.
RETURNS & EXCHANGES
Please see our Returns & Exchanges section.
Q: I am a Summit Club member; can I use my membership to shop on Kathmandu's eBay store?
A: Unfortunately, Kathmandu's eBay store is separate from our Online and Store network. As such, your Summit Club membership is not valid with Kathmandu's eBay store.
KATHMANDU EVOUCHERS AND GIFT CARDS
Q: I have a Kathmandu eVoucher/Gift Card – can I use it to shop on Kathmandu's eBay store?
A: Gift cards and eVouchers purchased online or in store with Kathmandu cannot be redeemed when shopping on eBay.