Trying to cancel

Kathmandu

? Avoid the runaround.

Kathmandu operates with one of the strictest cancellation policies in Australian retail:
👉 Online orders cannot be cancelled or amended once placed.

Their official statement:
“Once your order is placed, we send your order details to our warehouse straight away… it can’t be changed or cancelled.”
Source: https://help.kathmandu.com.au/hc/en-us/articles/4404079161615-Can-I-change-or-cancel-my-order

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
  
  
• 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.

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:
Policy: https://help.kathmandu.com.au/hc/en-us/articles/4404079161871-Returns-Policy

Return options:

• Free in-store returns
  
  
• Postal returns (customer pays postage)
  
  

Keep items:

• Unused
  
  
• In original packaging
  
  
• With tags attached
  
  

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
  
  

There is no penalty and nothing to “cancel.”

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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
  
  
• 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.

✔ Effective Deadline

The real cancellation deadline is:

→ The minute you press “Confirm Order.”

Kathmandu wants orders processed and shipped as fast as possible — so cancellations simply aren’t supported.

✔ 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
  
  

Policy:
https://help.kathmandu.com.au/hc/en-us/articles/4404079161871-Returns-Policy

‍

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
  
  

Return instructions:
https://help.kathmandu.com.au/hc/en-us/articles/4404080399887-How-do-I-return-an-online-purchase-

✔ 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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