Common Questions

COVID-19 Information
Stay safe, we are here for you NEW SOUTH WALES Stores trading as per regular opening hours Albury – Charlestown – Coffs Harbour – Green Hills – Newcas...
Mon, 2 Aug, 2021 at 9:11 AM
How do I return my order?
You are welcome to return an item within 60 days from the date of purchase provided it is in original condition with the tags/labels attached.  You can ...
Thu, 1 Oct, 2020 at 10:07 AM
How long does shipping take?
Standard delivery within Australia via our courier service usually takes:  VIC & NSW: 2-3 business days SA, QLD & TAS: 3-5 business days WA &...
Fri, 11 Sep, 2020 at 2:04 PM
Do I need to pay for the return postage back to Kathmandu for a refund?
Yes, you will need to cover the cost to return the original item to us for a refund. We’d suggest you get tracking on your return as we don’t take responsib...
Thu, 1 Oct, 2020 at 10:40 AM
I haven’t received my tracking number. How can I find this?
If the status of your order is ‘complete’ then this has been sent with the relevant courier, and you would have been emailed through a tracking number. You ...
Wed, 16 Sep, 2020 at 3:12 PM
FAQ around New Online Satchels
Where does the collected soft plastics end up? In Australia we work with REDcycle. They then use their magic (science) to turn the bags into all kinds of ...
Tue, 6 Jul, 2021 at 3:50 PM
Is it possible to cancel my order?
Unfortunately, once an order is placed, we are unable to cancel an order due to automatic processes we have in place. Once you receive the order you can fol...
Thu, 1 Oct, 2020 at 10:29 AM
Gift Cards and Gift Purchases
Unsure about a gift you've bought for a friend? A gift receipt printed in-store will let them exchange it for something they like. Don’t trust your...
Thu, 10 Sep, 2020 at 8:26 PM
I have just placed my order and I accidentally selected the wrong address – how do I change this?
Generally, once an order is placed, we are unable to change anything within an order due to automatic processes we have in place, including address. However...
Thu, 1 Oct, 2020 at 10:39 AM
Do you have this item available in store?
On each product page on the website, you can use the 'check in store' feature to see if there are any colours and sizes available at a store near ...
Thu, 10 Sep, 2020 at 8:07 PM