Trying to cancel Kathmandu? Avoid the runaround.
Can you cancel your Kathmandu subscription? Check eligibility and conditions
Kathmandu operates with one of the strictest cancellation policies in Australian retail: Online orders cannot be cancelled or amended once placed.
Their official statement on this: “Once your order is placed, we send your order details to our warehouse straight away… it can’t be changed or cancelled.”
This applies to:
- Standard delivery orders
- Click & Collect / Store Pickup orders
- Orders placed in-store for home delivery
- Any item purchased through the Kathmandu website
What you can’t do after ordering:
- Cancel the order
- Change the delivery address
- Swap sizes, colours or items
- Modify quantities
- Remove items
The Only Real Exception: If you contact customer service immediately after placing the order and your order hasn’t yet entered the warehouse picking system, support may be able to intercept it.
This is not guaranteed and is considered a goodwill exception.
If Kathmandu Cancels:
Orders may be cancelled by Kathmandu due to:
- Stock issues
- Payment failures
- Fraud checks
- Systems errors
When Kathmandu cancels, you’ll receive a cancellation email and a full refund.
Subscription or Membership Cancellations
Kathmandu’s loyalty program (Out There Rewards, formerly Summit Club) is:
- Free
- Not a paid subscription
- Not auto-renewing
So there’s no subscription to cancel, and no fees apply.
If you want to close your account, customer service can deactivate it on request, but it’s optional and has no financial impact.
How to cancel a Kathmandu subscription, service or order
Because Kathmandu does not allow order cancellations, the only practical option is to:
Contact customer service immediately and hope they can intercept it, OR Receive the item and process it as a return.
Here’s exactly what to do:
1. Contact Kathmandu Customer Service ASAP
This gives you the best (but still slim) chance of stopping the order.
Phone (Australia): 1800 333 484
Live Chat: via the chat icon on the Kathmandu website
Help Centre: https://help.kathmandu.com.au/hc/en-us/requests/new
Tell them:
- “I just placed an order minutes ago.”
- “I need to cancel or correct it before fulfilment.”
If the warehouse hasn't begun processing, a rep may be able to cancel or update details, but don’t count on it.
2. Ask Support for Your Options
If cancellation isn’t possible (most cases), support may suggest:
- Placing a new, correct order immediately
- Letting the original order arrive
- Returning the unwanted items for a refund
In rare cases support may:
- Change an incorrect address
- Stop a duplicate order
- Cancel an order stuck in pre-processing
3. Use Kathmandu’s 60-Day Return Policy
If your cancellation request isn’t possible, the fallback is to treat the order as a return.
Kathmandu allows 60-day change-of-mind returns for unused items.
Return options:
- Free in-store returns
- Postal returns (customer pays postage)
You must keep items unused, in their original packaging and with tags attached to qualify.
4. Membership Cancellation (Optional)
Out There Rewards has no subscription fees. If you wish to leave the program:
- Contact customer service
- Ask for your account to be removed or deactivated
How long does a Kathmandu cancellation take?
Kathmandu provides no cancellation window at all. but here’s what actually happens in practice:
✔ Within Minutes (Best Chance)
If you contact support within 5–30 minutes of ordering:
- They might stop the order
- More likely if order placed late at night and support intervenes early next morning
- It's rare but possible
✔ After 1–2 Hours
By this time, your order is usually already:
- Transmitted to warehouse systems
- In the picking queue
Support will almost always say: “We can’t cancel or amend the order.”
✔ After Dispatch
Once you receive a dispatch email, cancellation is impossible.
✔ Returns Window
Instead of cancellations, you get:
- 60 days to return items
- Full refund for unused goods
- Refund method: original payment or gift card if paid with gift card
Kathmandu cancellation fees and final charges – what to expect
Kathmandu charges no cancellation fees, because they do not allow cancellations in the first place.
But there are indirect costs to be aware of:
1. Return Shipping Costs
If you “cancel by returning”:
- You pay for postage back to Kathmandu
- Unless the item is faulty
2. Original Shipping Fees Are Not Refunded
If you paid for delivery:
- That fee is not refunded for change-of-mind returns
Example:
- Pay $10 for shipping
- Return item
- Receive refund for item only
3. Loss of Promo Codes or Vouchers
If you used:
- Discount code
- Loyalty voucher
And you return the order, that voucher may not be reissued unless customer service reinstates it.
✔ No Restocking Fees
Kathmandu does not charge:
- Restocking fees
- Handling fees
- Cancellation penalties
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Kathmandu cases submitted through Ajust
Consumer experiences with Kathmandu cancellations
“I ordered the wrong size, they wouldn’t cancel.”
A customer called within an hour to cancel but was refused. They ordered the correct size separately and returned the original item in-store easily.
“Order delayed 10 days. Still no cancellation option.”
A customer with a long Click & Collect delay tried to cancel but support could not cancel the order and only advised to wait. She eventually received her items but was unhappy with the lack of flexibility.
“Got mismatched shoes, had to exchange, not cancel.”
A shopper received two different shoes in the box. Instead of cancelling, Kathmandu handled it as an exchange/return, following standard policy.
Kathmandu Cancellation FAQs
Can you cancel a Kathmandu online order after you place it in Australia?
Kathmandu online orders generally cannot be cancelled or changed once placed, including delivery and Click & Collect orders. Kathmandu states that orders are sent to the warehouse straight away, which means cancellations, address changes, and size or colour swaps aren’t allowed through normal processes. The only realistic chance is contacting customer service immediately and hoping the order hasn’t entered the warehouse picking system yet. If that doesn’t work, the practical fallback is returning the item.
What is the one exception that might allow a Kathmandu order cancellation?
The only potential exception is a same-day “intercept” if you contact Kathmandu customer service immediately after ordering and the warehouse hasn’t started processing. This is not guaranteed and is described as a goodwill exception, not a standard cancellation right. If your order is already in the picking queue or you’ve received a dispatch email, cancellation is effectively off the table. If you need something different, you may need to place a new order and return the original.
If you can’t cancel, how do Kathmandu returns work and what are the key conditions?
If you can’t cancel a Kathmandu order, you’ll usually need to use Kathmandu’s 60-day change-of-mind return policy instead. Items must be unused, in original packaging, and have tags attached to qualify for a refund. You can return in-store for free, or return by post if you prefer, but postal return shipping is typically paid by you unless the item is faulty. Treating it as a return is the normal path when an order mistake happens.
Are there any hidden costs when “cancelling” Kathmandu by returning an order?
Kathmandu doesn’t charge cancellation fees, but returns can still cost you money depending on how you return the order. For change-of-mind returns, return postage is typically paid by the customer and original delivery fees aren’t refunded, so you may lose the shipping cost even if the item refund is approved. If you used a discount code or voucher, it may not automatically be reissued after a return unless customer service reinstates it. Kathmandu does not charge restocking or handling fees.
Tried to cancel but Kathmandu made it difficult?
We’ll help you submit a formal cancellation they can’t ignore.