Frequently Asked Questions
We are here to help. If you cannot find the information you require below, please Contact Us.
How can I find my nearest store?
You can find your most convenient store by using our Store Locator. Simply type in your keywords and click locate. This will show your local store. You can also get directions to the store and check opening hours.
How can I contact Kathmandu?
We can be contacted through Contact Us. Simply fill in your contact details, select your subject and type in your question or comment. Once completed click submit. You can also reach us through Facebook and Twitter. We will endeavour to respond to you within 48 hours.
What do you do with my personal information on this site?
Your personal information will only be added to our customer database if you opt in to receive communications or if you join our Summit Club. We are committed to protecting your privacy and complying with the relevant Privacy Acts.
How can I update my details?
This can all be done online. Login to your account, on the Account Overview page select the area you wish to update, change your details then save your changes. If you have any queries please Contact Us.
How can I find out more about investing in Kathmandu?
Please visit our Investor site for further information.
What is your approach to sustainability?
Minimising our environmental footprint through reductions in emissions and increased efficiencies are a key element to our business. More information can be found in our sustainability section.
How can I work for Kathmandu?
Kathmandu is an inspirational iconic brand which our team members are an integral part of. Want to be part of the team? Check out our careers section to see all of our current vacancies.
What is the Pin It button for on the product pages?
The Pin It button allows you to pin an image to a Pinterest pin board. Pinterest lets you organise and share all the beautiful things you find on the web.
What is the Like It button for on the product pages?
The Like It button allows you to tell your friends on Facebook what products you like.
How does Quick Add work?
Quick add allows you view a summary of the product. From here you can select your colour and size combination and add the item directly to your cart. If you need more information simply click on View more details.
What are Online Only Deals? Can I subscribe to email notifications?
Online Only Deals are exclusive offers to our online customers. They can only be purchased at the advertised price online, not in store. We update these regularly so remember to sign up to receive email updates. You can subscribe to email notifications for Online Only Deals at the bottom of each page.
How do I search for a product?
The easiest way to search through our products is to browse through the categories by range (Men’s/Women’s etc.) then product type (Jacket & Vests/Pullover’s & Tops etc.), at which point you can further reduce the options you see (Rainwear/Down & Insulation/Softshell etc.). If you know the name or the product number (SKU), you can type this in to the search bar, where it states “Search site…” and our system will find anything related to your search.
Once you’ve found what you want, check any details around it (if it states ‘Special Offer’) and select the colour and size you require and click “Add to Cart”. When you’re done shopping, just go to ‘Checkout’ (top right corner of every page on the site) and follow the on-screen instructions to fill in your payment and delivery details.
What does it mean when it says 'Sorry this product is not available for sale online. Please check the product availability with your closest Kathmandu store'?
This means that the product is currently out of stock in our warehouse, where all online orders are dispatched from. If you call our Customer Service team, they can advise if a store near you has stock available for you to visit and purchase directly. Unfortunately, we are unable to order items for you from our store stock and stores cannot process card payments by telephone.
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.
Can I use my eVoucher online?
Yes, eVouchers can be redeemed online. On the checkout page simply enter the code on the eVoucher plus your PIN, click on “Add Gift Card” and this will be deducted from the grand total.
Can I use my store gift voucher online?
Unfortunately, we cannot accept store issued paper gift vouchers for an online purchase; these can only be redeemed in a store.
Are prices the same in store and online?
Our product pricing and deals can vary between our stores and online, including special deals, or exclusive promotions. Please check in-store or online for the latest details as we are unable to price match from one to the other.
Do you offer a lay-by or back order service?
Unfortunately we do not offer a lay-by or back order service on our products at this time.
How do I receive sponsorship from Kathmandu?
We have recently moved to an entirely electronic system for community and sponsorship requests. We have launched our new Sustainability pages on the Kathmandu website, these include an updated page for community requests.
The page contains three forms for you to choose from, they include:
- Request form for Individual Adventurers
- Request form for Local Community Groups
- Request form for Major Commercial Sponsorships
- An attachment with additional product requests (if you require more space for product requests)
Once one of these forms is completed you may send it by email. As we receive numerous applications, we will only be contacting successful applicants.
How do I use a promotional code?
From time to time we will issue promotional codes for exclusive deals online. On the Checkout page simply enter the code in the “Apply a promotional code” field and click on “Apply”. This will activate the offer for you.
I have a faulty product, what should I do?
If you have any concerns about your Kathmandu product, please take it to any Kathmandu store. Alternatively in the UK please call 0800 066 5018 or email email@example.com.
Find out more information about our Returns and Exchanges process.
Where do I find size guides?
Please follow these links to find our product size guides. Alternatively the relative size guide can be found within the product detail page.
Why is my down jacket losing feathers, is this normal?
Our Down Jackets will lose feathers up to eight months after purchase, as it can take this long for the feathers to settle.
If your jacket has been losing feathers for a longer period of time, we would suggest that you take your Jacket back into your local Kathmandu Store to have it assessed by one of the management and from there they will be able to go over it with you, explaining any findings or possibly outline any issues. If you do not have a local store contact firstname.lastname@example.org.
Can I wash my down jacket?
Yes, you are able to wash your down jacket in a washing machine (without an agitator) using a special Down Wash product such as Nikwax Loft Downwash. Do not wash your garment with washing powder/detergent that you normally use as this can destroy the quality of the feathers inside the jacket and render the jacket useless.
Once washed, place it in a tumble dryer on a cool heat with two tennis balls. Pull it out every 20-30 minutes and give it a good shake – this is just to make sure the feathers are not clumping and 'fluffing' up properly.
Alternatively another option is to take it to dry cleaners that specialize in Down Garments.
Where do you source your down from?
Kathmandu is committed to sourcing down and feathers from birds that are treated ethically and humanely. To honour our commitment to animal welfare, our Down Sourcing policy states that:
- Kathmandu does not use down provided by harvesting, live plucking or foie gras operations
- Kathmandu uses down from birds that are killed for the meat industry, where down and feathers are by-products.
How do I clean my product without damaging it?
Attached to each product will be specific care instructions on the tag. As our products vary on the end use it is important to follow these instructions to ensure optimum performance. Contact us if you do not have this information.
Has my order been placed?
As soon as an order is placed through our website you will receive an order confirmation email which includes your order number. You can use this to check on the status of your order through our website. If you have not received an email from Kathmandu within 30 minutes of trying to place an order, please check your spam folders. If you cannot locate an email from Kathmandu, it is unlikely that your order went through.
How do I check the status of my order?
You can check the status by logging into your account, click on My Orders. You will see here if your order is:
Pending – Being reviewed and prepared for submission
Processing – Picking your order
Complete – Left our warehouse
Can I change or cancel my order?
Once your order is confirmed and its status is "Processing", we are unable to cancel or change to your order. Please see Returns for further information, or contact us on 0800 001 234 with your order number in hand.
What do I do if I’ve received an incorrect item in my order?
If you have received an incorrect item in your order, we would like to resolve this as quickly as we can. Please contact our Customer Service team on 0800 066 5018 or email@example.com.
What do I do if an item is missing from my order?
Your order may have been sent in two or more separate parcels, please check your emails to see if you were sent two multiple tracking numbers. Alternatively, we may have been unable to supply, so please check your emails to see if our Customer Service team has sent you an update about your order. If you have not received any additional emails from Kathmandu and an item is missing, then please call us on 0800 066 5018 with your details, including order number and the missing items, so that we can investigate this further for you.
United Kingdom Delivery
How long will my order take?
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.
How will I know when my order is despatched?
When your order has been completed at our warehouse, you will be sent an email notification to confirm dispatch, which will include details of the Courier used and your unique tracking number.
How will my order be delivered?
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.
Once your order is collected by the courier, we have no control over it, so any enquiries you have about your delivery need to be directed to the courier.
Can I do online tracking of my delivery?
All consignments sent via our couriers will have a unique tracking number which can be monitored online. A link to the courier’s online tracking service will be included in your despatch notification email.
Visit the Parcel Force site.
If you do not receive a tracking number, please call us on 0800 066 5018
Do you deliver to my country?
We currently deliver to the following countries from the UK only:
|International Delivery Costs|
Why don't you deliver to my country?
International ordering is a new and growing part of our business and we will continue to review new locations for delivery to our customers. However, if we do not currently deliver to your country but you have friends or family in one of the countries we can reach, why not organise a delivery via them? Please note, we do not ship to international Armed Forces or Freight Forwarders.
How much does it cost and how long does it take to deliver items outside the UK?
Please see the following table for details and estimated delivery timescales to available destinations. If you live in a rural area, please allow an extra 1-2 business days for delivery.
|International Delivery Costs|
|BELGIUM||A||£10.00||5-7 business days|
|AUSTRIA||B||£15.00||5-10 business days|
Please note that delivery may be delayed if the international postcode/zip code is entered incorrectly or if duties, taxes or formal customs entry processes apply. Additional charges for customs clearance must be borne by you; unfortunately we have no control over these charges and cannot predict what they may be. We are unable to reimburse any costs incurred regardless of the circumstances.
Do international deliveries need to be signed for?
All international deliveries need to be signed for on receipt. If no one is available to take receipt, a card will be left explaining where the item is and what to do next.
Is the international delivery charge per item or per order?
It's a flat rate for your order, so you can add as many items as you like and it will all be shipped to you at one specified delivery cost.
How can I place an order for international delivery?
Orders for most international destinations can be placed online at kathmandu.co.uk or by phone (+44) 117 927 3912.
How do I enter an international delivery address?
We now deliver to 14 countries from the UK. You will need to enter an international delivery address online or give the address in the correct format when ordering by phone. When placing an order, be sure to include the recipient’s full contact name and telephone number, enter the address carefully, including the postal or zip code.
Please note that delivery may be delayed if the international postcode/zip code is entered incorrectly. Our system is unable to check the validity of international addresses and postcodes/zip codes.
How can I contact you from outside the UK?
You can use our contact us page, email firstname.lastname@example.org or telephone us on (+44 )117 927 3912.
How can I track my order?
We use UPS services to deliver international orders. All orders can be tracked via their website www.ups.com.
Can I pay for overnight delivery?
At this current time we have one freight option, however when more options become available, you will be able to select the best option for you at the time you order.
By accepting these terms you agree to appoint the courier or postal service to be your agent for taking delivery of the products on your behalf. Delivery to the courier service shall be deemed delivery to you.
Click & Collect
How much will I be charged for delivery?
Collection from a participating store is FREE on all orders.
What do I need to take with me when I collect my items?
When you go to collect your order from a participating store, please take a printed copy of your email confirmation or invoice with you, as proof of purchase. We will also ask you to present a valid photo I.D. such as a photo driving license or passport.
How long will the store hold my order?
Items will be held in store for a maximum of 14 days.
What happens if I can’t collect my order?
If you cannot collect your order within the 14 day period, please contact the store directly about alternative collection arrangements. After 14 days, we will cancel your order and process a refund to the payment method used.
Can someone else collect my order on my behalf?
Yes they can. They must bring a copy of your email confirmation or invoice and they will also be required to show a valid photo I.D. such as a photo driving licence or passport for our records.
How do I return a Click & Collect order?
Your order can be returned to any Kathmandu store. If the order was paid for using PayPal, please return your items via post as we are currently unable to process this payment method in store.
How do I join Summit Club in store?
Simply ask one of our staff for an application form to complete in store. Please ensure you provide your name, address, and email when signing up. You will be issued a Summit Club card straight away.
Can I join Summit Club online?
Yes – simply go to the Summit Club tab in the main navigation on this site and select ‘Add to Cart’ under New Membership. Become a Kathmandu Summit Club member for FREE with the purchase of any other product. Simply add a membership to your Cart before Checkout to receive exclusive member discounts and rewards.
If you purchase your Summit Club membership online, you will receive an email with your membership number once it has been issued. This number can be used for additional online purchases immediately, but please allow up to three days before attempting to use your membership in one of our stores.
Do I need a password to shop online as a Summit Club member?
No – you can use our Guest Checkout. Simply enter your Summit Club number at the start of the checkout process and click on ‘Activate’. This will trigger Summit Club pricing and ensure that your purchase goes towards your spend total.
How do I get a password to log into my account?
If you provided an email address when joining Summit Club online or instore, go to the login panel at top of page and click on ‘Forgot Password’. Enter your email address or Summit Club ID and click on ‘Reset Password’ – this will generate an email to your nominated address with a link to reset your password.
If you did not provide an email address or no longer have access to the one you provided when joining Summit Club, please contact us, or call us on 0800 066 5018.
Will it cost me anything to join?
Summit Club Membership is free when you join instore. Membership is free when purchased online in the same transaction as any other product, and can be purchased individually online at a cost of £1.
Can my family use my Summit Club card?
Benefits of Summit Club are for individuals and their immediate families. Corporations, partnerships, trusts and other entities are not eligible to participate in the Kathmandu Summit Club. For corporate rates please call 0800 066 5018.
How do I check my spend balance?
There are two ways to check your balance:
1. Check your latest receipt – you’ll see your spend balance printed at the bottom
2. Ask in store - one of our team will be able to look up your details and advise you of your balance.
What is the qualifying period for Reward for Spend gift vouchers?
The qualifying period commenced on 1 August 2013 and includes purchases made in store and online where the Summit Club membership card is presented at the time of purchase.
Do my online purchases count towards my spend total?
Yes – online purchases made using your Summit Club membership will count towards your total. Please allow up to 28 days after your order has been confirmed for the purchase amount to be included in your spend total.
How will I receive my voucher for my online purchases?
For purchases made online, your reward voucher will print out when you make your next in-store purchase. Alternatively, you can contact our Summit Club team, who will arrange for an eVoucher to be issued to you electornically. The team may need to contact you by email to verify your details, so please ensure your full contact details are up to date in My Account. eVouchers are redeemable online and in-store.
Will my spend balance accumulate over the years?
No – spend balance at the end of each qualifying period will reset to zero and will not be carried over into the next year.
When do the reward for spend gift vouchers expire?
The gift vouchers are valid for one year from date of issue. The expiry date is displayed on the voucher.
Can I have cash instead of the reward for spend Gift voucher?
No – unfortunately our staff can only process a gift voucher. No cash alternative is available.
What happens if I lose my reward for spend gift voucher?
A gift voucher is like cash, so if you lose it we cannot replace it. Please keep your voucher in a safe place.
What if I forget to bring my Summit Club card into store?
Our staff should be able to look you up on the system and ensure your spend will be attributed to your card.
My Summit Club membership has expired – how can I renew it?
Simply ask in store, or go to the Renew Summit Club membership page.
What happens if my Summit Club Card is lost or stolen?
Please contact us on 0800 066 5018 and we will arrange for a new card to be sent out to you.
Returns and Exchanges – National
Can I return my online order for a refund or exchange?
If you are unhappy with any of our products for any reason, simply return your item to us within 28 days of delivery. Items must be returned in original condition (i.e. unworn, unused, undamaged with tags and/or labels attached) in the original packaging (i.e. intact & not damaged or opened). You can also return your items to a store local to you, please take your packing slip with you as proof of purchase.
View more information on returns and exchanges.
Online purchases are returned to us at your cost.
How do I fill out the exchange & returns section?
Download a returns form, on this form tick the appropriate action box. Please select the reason for refund or exchange and, if exchanging, enter the size or colour required for the replacement.
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:
11-13 Queens Road
Clifton, Bristol BS8 1QF
My item arrived damaged – what should I do?
If you have received a faulty or damaged item please call 0800 066 5018 or email us email@example.com to discuss the issue and work out an appropriate solution.
What do I do if I have to open the packaging?
We understand that to try some products on, you do need to open the packaging (for instance a Head Torch). When opening the packing, please try and do this in the least damaging way.
Has my return been received?
Please allow three business days from the date of delivery for your return to be reflected in our system. We will send an email once it has been completed, but do not hesitate to call us on 0800 066 5018 if you have any concerns.
When will my return be processed?
We aim to process refunds and exchanges within three business day from date of delivery. We will send an email once it has been processed, but please allow 4-5 business days for the refund to show in your account. This may take longer during sale periods to process.
Can I return sale or clearance items?
Our policy is the same for sale, clearance and full price items, so if you purchased your sale item online, you are still entitled to either a refund or exchange if you change your mind.
Can I return underwear and base layers?
Our Change of Mind policy does not apply to “Base Layer” products for hygiene reasons. Base Layer products include any item of clothing or underwear designed to be worn next to the skin.
Will you refund my delivery charge?
We will refund you what you paid for your order but not the delivery charge, unless the order was faulty or incorrect.
If I paid for my online order with an eVoucher, how will I be refunded?
All refunds for purchases made by eVoucher will be refunded with a replacement eVoucher for the purchased price for the returned goods. If you used a combination of eVoucher and credit card, the value for each tender will be placed against the original payment method.
Returns and Exchanges – International
Can I get a replacement sent internationally for faulty or damaged goods?
We're sorry if the item you received was faulty or damaged. We can arrange a replacement of the same item if it is still available. Please contact us to discuss options.
How do I return items by post internationally?
Please return items from your local postal services and obtain a Post Office receipt as proof of postage. They will have to be returned at your cost unless in accordance with your legal rights.
Refunds for items returned by post are credited to the original card used for payment. If the item was a gift, the refund will go back to the sender. We will refund the price paid for unwanted items but delivery charges, or any duties and taxes will not be refunded (unless returned in accordance with your rights under Distance Selling Regulations).
Please send the items in their original packaging to:
Kathmandu United Kingdom
11-13 Queens Road, Clifton
Bristol BS8 1QE
When you return goods, please mark your parcel as "returned goods" otherwise it may get held up at customs. This could cause your refund to be delayed.