Frequently Asked Questions - Fidesmo
Below is a list of our most common queries. Tap on the + icon to expand the question.
FIDESMO
Fidesmo Pay is a wearable payment service provided by the Swedish tech company Fidesmo. With Fidesmo Pay, it is possible to connect a payment card to a wearable, to make secure and convenient contactless payments. You just tap the wearable against any payment terminal with support for contactless payments, just like you do with your card! If you want to know more about Fidesmo please visit fidesmo.com. You can always contact [email protected] if you have any questions.
Payment Chips and Your Bank Card
Yes. All our K-pay wearables contain a payment chip within the main body of the precious resin.
No, the payment chip doesn’t expire.
When you receive your new bank card, use the Fidesmo Android App to update your card details. If you experience any problems, please contact Fidesmo support at [email protected]
QUICK SET UP FOR K-PAY WEARABLES
Simply choose between the following two options to connect a payment card to your K-pay wearable and activate it. Instructions are also provided when you receive your wearable.
1 ONLINE
Connect your payment card when purchasing your K-pay wearable. This means your wearable can be activated on both iPhones and Android phones. Once you receive your wearable, download the Fidesmo app from Google Playstore or Apple App Store, then follow the simple steps to activate your wearable.
2 FIDESMO ANDROID APP
Connect your payment card in a fast, simple and secure way through the Fidesmo Android app. Once you receive your wearable, download the Fidesmo app from Google Playstore and follow the simple steps to connect your card to activate.
You’re now good to go.
ORDERS
At the moment, K-pay wearables are only available to buy online.
We accept Visa, Visa Debit, Mastercard, Mastercard Debit and PayPal.
If you have a discount code, you can redeem it during the checkout process. Just type the code in the box indicated and it will be applied.
Your K-pay wearable is packaged in a K-pay box with a welcome card and activation instructions.
Your account will be debited once we have cleared your card details and carried out a number of mandatory security checks, typically within 24 hours of placing your order.
Should you be unhappy with the goods, you are fully protected by our Returns Policy.
Yes, you can add an alternative delivery address at the checkout stage to enable delivery of your order to a location other than your billing address. Please note that we currently only ship to the following countries – Sweden, Norway, Germany and Belgium.
Please note that deliveries to any of the countries mentioned above (i.e. outside of the UK) may be subject to import duties and taxes that will be charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel along with any costs for customs clearance.
We are currently unable to deliver to P.O. Boxes or Military Bases.
Yes, depending on your location your order will be charged in either GBP or EU.
If you are based in the UK you have the option of having your order sent standard or express delivery, and if you are outside of the UK the order will be sent out using Royal Mail standard tracked and signed service.
Please note that deliveries outside the UK may be subject to import duties and taxes that will be charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel along with any costs for customs clearance.
See the Delivery and Postage section below for more information about our delivery.
Upon receipt of your order, we will send you an email to confirm that your funds have cleared and we are processing your order. Please keep this email as it contains your order reference number which you may need at a later date.
We will send you an email to let you know that your order has been dispatched.
Orders are shipped by Royal Mail Signed For and a signature will be required as proof of receipt. If an order cannot be delivered, the parcel will be sent back to your local carrier centre and you will be left a card detailing how to arrange a re-delivery or local pick up.
In order to improve our service we may need to use a different courier supplier from time to time without notice.
This will depend on the destination and delivery option that you have chosen. See the Delivery and Postage section below for more information about our delivery options.
Although we will do our very best, unfortunately we cannot guarantee that your order will arrive within the stated time as we are in the hands of third parties who may encounter difficulties and cannot guarantee a service. It is also because of this that we do not accept any liability or consequential loss for goods that arrive later than our target delivery times.
If you require your purchase for a specific date, especially at Christmas and other peak periods during the year (Valentine’s Day, Mother’s Day, Christmas), we strongly recommend that you place your order well in advance.
We ensure that we deliver quality wearables to our customers. All our K-pay wearables features our ‘K’ markation as part of the design which is proof of authenticity.
Please complete the Contact Us form advising of the issue that you have with the wearable and we will get back normally within 48 hours, during working days.
Due to the nature of the manufacturing of the wearable it is not possible for you to change the strap on the wearable. But if you do need to change the strap, you may contact us and we can discuss what is possible for our team to accommodate your requirement.
If your wearable becomes damaged, we can repair it and make it as good as new. Please complete the Contact Us form with your customer reference number, informing us when you purchased the product and the repair required. If the product is under guarantee we will repair and return the wearable to you at no cost. If the wearable is not covered by the guarantee we will provide a repairs quote for your approval to proceed.
Follow the steps indicated in the Returns and Refund Policy section below.
Whether you wish to return or exchange an unwanted item, please take the relevant steps.
Step 1
If you have activated the card in the Fidesmo app, you must remove the payment card connection before returning the wearable. This can be done using the Fidesmo app for Android, or iPhone, or visit the Fidesmo self-service portal: https://apps.fidesmo.com/. Then go to step 2.
Or
If you haven’t activated the wearable or put a card onto the wearable yourself using the Fidesmo app go straight to step 2.
Step 2
Put the item that you wish to return or exchange into its original packaging and follow the steps stated in the Returns and Refund Policy below.
Please note: If you want to exchange a wearable then it is simpler to return the wearable for a refund and reorder the new wearable that you require.
If your wearable is faulty, then please follow the same steps for returns and exchanges, as above. If there is a fault then we will refund your return postage up to the value of 10 Euros.
RETURNS AND REFUND POLICY
If you are unhappy with your purchase, please return and we will provide a full refund. We will be both disappointed and keen to learn why it has not met with your approval. Our mission is to constantly improve, so any helpful feedback will be positively received.
Here are the basic facts:
1 You have 14 days from the date of receipt to return the goods.
2 In order to qualify for a full refund, the goods can only be returned if they are in the original condition they were delivered, together with all original packaging.
3 If you have activated the card in the Fidesmo app, you must remove the payment card connection before returning the wearable. This can be done using the Fidesmo app for Android, or iPhone, or visit the Fidesmo self-service portal: https://apps.fidesmo.com/.
4 Please send us a letter quoting the customer reference number and explaining why you have returned the goods.
5 We recommend that you send the goods via a ‘signed for’ postal service as we cannot be responsible for goods lost in transit. Proof of postage is not accepted. See below for returns address.
6 You are responsible for the cost of the return postage. Packages sent without postage paid will not qualify for a refund. If the wearable is faulty, then return postage will be refunded up to a value of 10 Euros.
7 Refunds to you will be made within 10 days of the date of receipt. All undamaged, correctly returned products will be credited to the original purchaser’s credit card excluding shipping charges.
The same policy applies as advised in the Returns Policy section above.
If you need help with the returns process, complete our form at Contact Us and our Customer Service Team will be in touch.
The address to which all returns should be sent is:
Team K-pay
K-pay
1 Wharfe Mews
Cliffe Terrace
Wetherby
LS22 6LX
If you wish to exchange an unwanted item, it is easier to return the wearable for a refund and order the style that you would like. Before returning the item to exchange, please take the relevant steps:-
Step 1
If you have activated the card in the Fidesmo app, you must remove the payment card connection before returning the wearable. This can be done using the Fidesmo app for Android, or iPhone, or visit the Fidesmo self-service portal: https://apps.fidesmo.com/. Then go to step 2.
Or
If you haven’t activated the wearable or put a card onto the wearable yourself using the Fidesmo app go straight to step 2.
Step 2
Put the item that you wish to return or exchange into its original packaging and follow the steps stated in the Returns and Refund Policy above.
DELIVERY
Once your order is placed, you will receive an email confirmation when:
– we have received your order;
– we have dispatched your order.
You should receive your goods no later than 7-10 working days from order confirmation. (A working day is a day of the week which is not a weekend or a UK Bank Holiday).
You may wish to send a K-pay wearable as a gift to someone at another address, in which case you can provide us with the alternative address details at the point of order.
If the name provided with the delivery address is different from that of the billing address, the invoice will be forwarded to the billing address.
All goods are sent Royal Mail Signed For that means you will need to sign to confirm receipt.
In the event that no-one is available to receive a Signed For item, Royal Mail or your local postal company, will leave a card providing you with the option to have the item delivered at a later date or to collect your parcel from your local collection depot.
PACKAGING AND POSTAGE
As standard, all K-pay wearables are packaged in a K-pay box with a welcome card and instructions to connect a card and activate.
All goods are fully insured whilst in transit from us to you.
Postage is charged at the current PostNord Registered Mail International service that is Sweden’s tracking service for overseas packages.
If you are exchanging or returning any products you will be liable for the return postage. Faulty wearables will have the return postage refunded up to a value of 10 Euros.
Gift Cards
If you don’t know which K-pay wearable your nearest and dearest would like then a K-pay Gift Card is the ideal gift. It lets the person decide which wearable they’d like to use to make safer and faster contactless payments.
Visit the Gift Card page, then:
- choose the value of the card that you’d like to purchase from the dropdown box
- complete the email address of the recipient of the Card
- complete your email address
- add a message that you’d like sending with the Card (this is optional)
- confirm when you’d like the Card sending – either immediately or a specific date
- click ‘Buy Now’ and complete the purchase.
Once you have purchased a Gift Card an email will be sent to the recipient either immediately or on the specific date that you’ve requested. The email will include their unique code that is for the value that you purchased (excluding any purchase discount you may have received), your name and your message, if you choose to include one during the purchase process.
When making a purchase the person puts the Gift Card’s unique code at the checkout stage of the purchase process. The unique code can be found on the email that they receive confirming your gift to them
The gift card can only be redeemed for K-pay wearables at k-pay.com.
A Gift Card can be used to purchase a wearable in the same currency that the Gift Card is purchased in.
A Gift card is valid for 12 months from the date of purchase and is non-refundable. After the 12 months the credit expires and it is not possible to reimburse the amount.
QUALITY, CARE AND GUARANTEE
At K-pay we are committed to make sure our customers have a great experience and guarantee against defects in materials and workmanship. If you believe there is a defect in the materials and workmanship with your K-pay wearable, we suggest that you return the item to the place of purchase for a resolution (either repair or replace the item). For your own security, we would like to point out that defective wearables should be returned by a ‘signed for’ postal service. We are unable to assume liability for damage, loss or theft during transport.
-pay wearables are made from multiple components including metals, ceramic, resin, crystals and leather to name a few. To ensure your wearable stays looking its best, we recommend the following:
– the payment chip that is inserted into the K-pay wearable is water resistant and has an Ingress Protection standard of IPx7, meaning it is protected from accidental submersion in 1 meter (3.3 feet) of water for up to 30 minutes. A finished K-pay wearable has an equivalent IP57 rating, meaning in addition to the previously mentioned water resistance, they are also dust resistant to not interfere with the working of the wearable. Please note that whilst all K-pay wearables are water resistant we do not recommend the leather straps are immersed in water;
– salt water will damage the wearable as will certain chemicals that are found in environments like hot tubs and certain filtration systems;
– apply perfume and cosmetics prior to putting on your wearable;
– avoid contact with household cleaning products and chemicals including bleach, as they may cause silver to stain and can discolour other elements;
– remove the wearable where it is likely to be damaged, such as manual activities i.e. gardening and DIY;
– to clean each wearable wipe with a soft cloth;
– when storing, for protection and to avoid scratching, it is advisable to wrap wearable separately in a soft cloth, acid-free tissue or plastic bag and keep in a clean, dry location.
The K-pay Guarantee protects you when you purchase a genuine K-pay product. Our guarantee covers the condition of your wearable, and should you be unsatisfied once you receive your order, contact our team at [email protected] and they will look into the issue and determine if you are eligible for a refund. We will respond to your email within 48 hours on business days (Monday to Friday).
Every K-pay wearable is guaranteed for 12 months, (with the exception of the leather strap which is guaranteed for 6 months) from the original date of purchase, (under normal conditions of wear and tear). Please retain your receipt or pass it on to the gift recipient as the original proof of purchase is the warranty. If a receipt is not available a credit card or bank statement will suffice. This does not affect your statutory rights.
The warranty offered on K-pay wearables does not affect your legal rights and is provided in addition to those rights.
TERMS AND CONDITIONS
All prices include VAT (at the current rate) and are calculated and displayed in Pounds Sterling and Euros.
Our policy is to provide quality wearables at competitive prices. We reserve the right to change the published web-price, up or down, at any time to reflect changes in market conditions, raw materials or packaging costs.
A change in price for an individual product will not affect the returns price.
Payment for your goods is exclusively via the online check-out process by selected payment options indicated.
The carefully selected K-pay web technology is hosted on a secure server using SSL technology (secure sockets layer) to ensure that all credit or debit card transactions are completely secure.
Every time we receive an order, we use fraud checking systems as well as authentication processes before we fulfil it. When you use our website, the secure server will encrypt all of the personal information you send us, including credit or debit card number, name and address. Encryption turns the information you enter into complex code which is then securely transmitted.
We take all reasonable measures to keep your personal information, order and payment details secure. However, we cannot be held liable if an event beyond our control results in loss to you.
All content on this K-pay website, including but not limited to photos, videos, graphics and copy belongs to K-pay Limited.
You are allowed to produce digital and / or physical copies of the content for your own personal use. Any other production of digital or physical copies of content from the K-pay website is not permitted. It is your responsibility to ensure you have the right to publish comments and other contributions. Should K-pay receive claims related to the content or other contributions which you have posted, such claims will be forwarded directly to you.
Your comments and / or other contributions must NOT contain commercial messages. K-pay also has unlimited rights to use your comments and / or other contributions posted by you in every way and on all present and future media platforms, including but not limited to the marketing of K-pay products.
All intellectual property rights in our designs and products are and will remain the property of K-pay Limited. Any infringement of these rights will be taken seriously.
This website, these terms and conditions and any contract entered into as a result of usage of this website are governed by and construed in accordance with English Law. The parties to any such contract agree to submit to the exclusive jurisdiction of the courts of England.
K-pay endeavours to ensure all images are a true representation of the finished product, however there might be slight variations due to print, browser and publishing limitations. Please note images are not actual size. Actual sizes are specified on the product descriptions.
K-pay reserve the right to change, modify, substitute or remove without notice any information on the site as required. K-pay reserves the right to change prices due to market fluctuations.
K-pay wearables contains small components, which could put a person at risk of choking if swallowed.
K-pay will not be held responsible for any allergic reaction to any item of K-pay wearables.