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.
For a limited time we are offering free delivery within United Kingdom on ALL online orders with £15 minimum spend. (Standard Delivery is usually a flat rate of £4 for orders under £50).
Standard delivery to major cities is typically one to three business days from when your order status is complete. For rural areas please allow an extra two 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 DPD Local services and can deliver to your home address, work or PO Box anywhere in the UK. We do not ship to freight forwarders or the armed forces. If you have specific instructions, please include these when placing your order.
By ordering via https://www.kathmandu.co.uk you grant Kathmandu and our couriers or postal service the authority to deliver products on your behalf.
Someone will need to be present at the shipping address to accept the order. We cannot leave an order without a signature. You also release Kathmandu from all liability if an incorrect address is supplied or a parcel is stolen from your property after delivery.
Our delivery partner DPD has made temporary changes to their delivery process to keep customers and delivery teams safe. Couriers will now be operating to the following process:
DPD Local drivers can still make the delivery and will use the Deliver to Neighbour option available to them to capture an image of the property and a Proof of Delivery name. The driver can also sign the delivery screen and record this as a Refused to Sign incident which is referenced as RTS on tracking screens. These processes allow us to accurately capture and record all deliveries as we would normally do and to provide you with full track and trace reporting.
If drivers deliver to a location where it is known someone has the virus, they will deliver the parcel to a safe place. If a safe place option is not permitted the parcel will be returned to the depot.
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.
To view the status of a domestic order visit DPD Local and enter the tracking number.
To view the status of your international order, visit UPS and enter the tracking number.
Deliveries within the UK require a signature and will not be left if there is no-one available to receive it.
If you have not received your order within the stated delivery time, visit DPD Local 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.
Please keep in mind that orders can be held up due to busy sales periods, Public holidays or customs delays.
If you have made an error with your address, please have your order number ready and contact us immediately by telephone, as we may be able to correct this at our warehouse before your order is shipped.
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.
If your order arrives incomplete, or has exceeded our delivery expectations please contact us and we can look into this for you.
We offer international shipping to many countries within Europe.
We use UPS for all our international orders. We don’t ship to international armed forces, freight forwarders or international PO Boxes.
All UPS 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 UPS 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 contact us for assistance.
International shipping to Europe is available at flat rates of £10 and £15, depending on the zone. The cost does not include custom and/or tax charges.
Click on the following tabs for a list of countries we ship to, including estimated delivery times and cost:
Shipments sent outside the UK are sold exclusive of VAT and may be subject to import duties and taxes, which may be levied once a shipment reaches your country. Please note: It is a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages destined outside the UK, and shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country. It is a criminal offence to falsify the details on this form. We cannot inaccurately describe the contents, claim a lower value or mark as a gift. Please do not ask, or expect us to do any of the above. For details of Customs charges please consult your own Customs authorities for the latest rates.
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.
When placing an international order with Kathmandu, the purchaser and/or the recipient are responsible for assuring the product can be lawfully imported into the destination country.
As legislation and policies vary widely from country to country, you should refer to your local governmental sources for confirmation. The recipient is the importer of record and must comply with all laws and regulations of the destination country.
Due to national legislation, some items 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 further information, please refer to the Carriage of Dangerous Goods and Use of Transportable Pressure Equipment Regulations 2009 and check with our freight provider DPD Local.
International orders from kathmandu.co.uk operate in pound 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.