Had an issue with

Kathmandu

? Get a real response.

Kathmandu gives you multiple ways to submit a complaint — email, phone, live chat, in-store or social DM. Here’s how to lodge it properly so you can get faster action:

1. Email or Online Form‍

Email support@kathmandu.com.au or submit the Help Centre form. Include:

• Order number or store location
  
  
• Product details
  
  
• Photos (for faults)
  
  
• Your contact info
  

Email keeps a clear record. The form is structured and goes straight into their ticketing system.

2. Phone (Fastest for urgent issues)‍

Call 1800 333 484 — Mon–Fri, approx. 6:30am–5pm AEDT. Use this for time-sensitive problems or stalled orders.

3. Live Chat‍

Available during weekday support hours on the Kathmandu website. Great for quick answers or logging initial details.

4. In-Store‍

Take the item and receipt to any Kathmandu store. Managers can assess faults and often process exchanges or refunds on the spot.

5. Social Media DM‍

DM Kathmandu on Facebook or Instagram for visibility. They usually redirect you to email, but it can speed things up internally.

Pro tip: Provide all details upfront to avoid back-and-forth delays. If you lodge your complaint on a weekend, expect responses early the following week.

Once you’ve lodged your complaint, Kathmandu follows a fairly standard process, though response times can vary during busy periods.

1. Acknowledgment & Case Number‍

You’ll receive an automated email confirming your complaint and issuing a ticket number. If you submitted via phone, ask the agent for that reference.

2. Case Review by a Representative‍

A support rep reviews your details. They may request:

• Photos of faults
  
  
• More information about delivery issues
  
  
• Clarification about store interactions
  
  

3. Timelines‍

While many customers receive responses within 24–48 hours, others report waiting 5–7+ days during peak periods.
If you don’t hear back within 3–5 business days, send a polite follow-up including your case number.

4. Investigation & Resolution Offer‍

Depending on the issue:

• Faulty product: refund, repair, or replacement
  
  
• Late or missing orders: tracking investigation, reshipment, or refund
  
  
• Wrong item shipped: express replacement + prepaid return label
  
  
• Service complaint: escalated to store or area manager
  

5. Final Resolution‍

Kathmandu processes the agreed remedy. Refunds go to the original payment method, exchanges are shipped or arranged in store.

6. Follow-up‍

You may receive a feedback survey or confirmation email. If you’re still unhappy, reply to keep the case open.

Kathmandu generally delivers solid outdoor gear, but consumers frequently report:

1. Delivery Delays / Online Order Issues

• Late Click & Collect orders (2–3 days becoming 10+ days)
  
  
• Website glitches during major promotions
  
  
• Items stuck in carts or orders not updating
  
  

2. Product Quality Problems

• Shoe soles detaching prematurely
  
  
• Down jackets losing feathers
  
  
• Zips breaking
  
  
• Luggage wearing out after minimal use
  
  

3. Return & Refund Difficulties

• Slow refund processing
  
  
• Inconsistent store decisions
  
  
• Delayed replies from online support
  
  

4. Slow or Unresponsive Customer Service

• “We’re busy” auto-emails
  
  
• No replies for 7–10+ days during peak seasons
  
  

5. Incorrect or Mismatched Items

• Shoes arriving as two different models
  
  
• Wrong colour or size sent
  
  

6. Poor In-Store Experiences

• Staff being dismissive or unhelpful
  
  
• Inconsistent product knowledge