Stores open - COVID-19 UPDATE & FAQS

 

Kathmandu stores across New Zealand have now re-opened for business.  We remain open for business online and continue to deliver our products throughout New Zealand. Please browse our FAQ below for our latest COVID-19 information, and check back as we will update these regularly.

 

ORDERS & DELIVERY

How long does delivery take?
Standard NZ delivery to major cities is typically two business days with an additional 2 days for rural deliveries
Because we’ve added extra processes and safe working practices into our fulfilment centres, combined with an increase in online shopping our deliveries are taking longer than normal. Please allow extra time over and above our usual delivery timescales to receive your order.

Please visit the NZ Post website for additional service information and any additional delays that may be impacting the delivery of your order.

Can I check the status of my order?
Yes, you can check the status of your order by logging into ‘My Account’ and viewing ‘My Orders’.
Open your order and click on ‘Order Shipments’, then ‘Track this shipment’, a new window will pop-up with a link to Shippit, where you will find the the latest tracking information for your parcel.
If you checked out as a guest, please follow this link.

Can I still order online for home delivery?
Yes, we are accepting orders for home delivery. Our delivery partners have made temporary changes to their delivery process to keep customers and delivery teams safe.

Can I change my order? / I ordered the wrong item.
Once an order is placed it cannot be changed, you are welcome to return your item for a refund or exchange, please see “RETURNS” below for more detail.

Can I order online and Pick up In-Store?
Yes, our Pick Up In-Store service is operating as usual. Please check your local store opening hours before travelling as many stores are operating shorter hours.

 

STORES & SERVICES

Are your stores open?
Yes, all stores are open. For store opening hours please visit our Store Locator page for details.

What hygiene, safe working practices and cleaning is taking place in your stores?
Our store teams are wearing masks and gloves.  We also have hand sanitiser available at our store entrances and our counters.  Frequent store cleaning is being undertaken by our teams ensuring all contact services are cleaned regularly.  We are currently only accepting contactless payments methods (no cash sales).  Any returned stock is placed into a quarantine rather than being made for immediate re-sale.


RETURNS

Can I change my order? / I ordered the wrong item.
Once an order is placed it cannot be changed, you are welcome to return your item for a refund or exchange.

Can I still return or exchange my online order?
Yes you can.  The easiest way to return or exchange an item is at one of our stores.  Alternatively you can return your purchase to our fulfilment centre via post - At the moment items returned to us via post are taking slightly longer than usual to process, this is due to delays in the postal network and increased safety precautions in our fulfilment centre.

We have extended our returns policy to 60 days for now, so that you will not run out of time or be disadvantaged by this disruption. We will continue to review this policy as the situation changes.

For more information please view our returns policy.

Can I return a store purchase to your Distribution Centre?
Unfortunately this not an option as we don't have access to your original payment method used.


STILL NEED HELP?

For more general enquiries, you can find helpful information from our Help Centre.