Kathmandu
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FAQs

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 on Trade Me. However, if you still have questions, please call 0800 001 234.

We’ll do our best to quickly respond to your questions between Monday and Friday, from 8.30am to 5.00pm (excluding Public Holidays).

 

Pricing

I have previously seen and/or purchased an item at a lower price, can you honour this?
We regularly hold sales, promotions or clearance events for different seasons and product range changes, therefore prices can, and will change from time to time. We are not obligated to honour previous prices; only those published at the time of purchase apply.

 
Payment

We only accept payments through Pay Now.

 
Shipping  

How much does delivery cost?
If you spend $100.00 or more on a Kathmandu product, we’ll deliver this product to you for FREE! Under this and your delivery will be charged at $10.00.

Can I pay for overnight or express deliveries?
Unfortunately not, at this current time we only have one freight option available.

How will my order be delivered?
Your order will be delivered to your door by Courier Post or PBT Couriers; this can be a residential or business address.

How long will my order take?
If you are in a residential area please allow 2 – 7 business days for your order to be processed and delivered to you. For rural areas, and during busy sale periods, please allow a further 1 – 2 business days.

Do you offer international shipping?
Kathmandu’s Trade Me store currently doesn’t offer international shipping. We only deliver to addresses within New Zealand.

My item arrived damaged - what should I do?
If you have received a faulty or damaged item please call 0800 001 234 to discuss the issue and work out an appropriate solution.

I received the wrong product - what should I do?
Please call 0800 001 234 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 & Refunds

How do I get the order back to you?
Returns can be sent from your nearest Post Office. To ensure that the item arrives in original condition, it is important that the packaging used is robust enough to protect the item. For all returns that relate to a “Change of Mind” postage must be paid by the returnee and will not be refunded. We recommend that you obtain proof of postage and retain this to enable you to track your return.

Where do I send my return?
Please send your completed Product Returns form and item(s) to:

Online Returns
Kathmandu Ltd
33 Kennaway Road
Woolston
Christchurch 8023, New Zealand

Will you refund my delivery charge if I change my mind?
We’ll refund you what you paid for your product(s) but not the delivery charge, unless the order was faulty or incorrect.

 

Summit Club

I am a Summit Club member; can I use my membership to shop with Kathmandu on TradeMe?
Unfortunately, Kathmandu’s Trade Me store is separate from our Online Shop and Store network. As such, your Summit Club membership is not valid for orders from Kathmandu’s Trade Me store. 

 

Kathmandu eVouchers & Gift Cards

I have a Kathmandu Store Credit, Voucher or Gift Card – can I use it to shop with Kathmandu on TradeMe?
Kathmandu Store Credits, Gift Cards and eVouchers cannot be redeemed when shopping on Kathmandu’s Trade Me store.