Frequently Asked Questions
Payment chips and replacement chip service
Yes. All our wearables contain a payment chip within the main body of the precious resin.
When the payment chip expires K-pay offers a replacement chip service. It’s a simple 3 step service:-
1 You purchase a new, replacement chip, at www.k-pay.com
2 You return, at your cost, your K-pay wearable to Customer Service, K-pay, 1 Wharfe Mews, Cliffe Terrace, Wetherby, West Yorkshire, LS22 6LX. We strongly advise that you send the goods via Special Delivery Guaranteed as we cannot be responsible for goods lost in transit. Proof of postage is not accepted.
3 Once we receive your wearable we will update with the new chip that you’ve purchased and then at our costs will send the wearable back to your address.
Alternatively, if you would rather purchase a new K-pay wearable we can provide a discount code to use at K-pay.com.
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 activation instructions and the unique ID for your wearable (required during the activation process).
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.
The normal UK rate of VAT is included in the price of all K-pay wearables and will be shown in the cost breakdown on the checkout page.
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 outside of the UK, we can only ship to Sweden, Norway, Germany and Belgium
Please note that deliveries to the above countries, 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.
Please note that the person who is going to use the K-pay wearable MUST be 16 or older, have a current account in the UK and be a resident of the UK, the Isle of Man, Jersey or Guernsey to activate and pay with it.
We are currently unable to deliver to P.O. Boxes or Military Bases.
Yes, your order will be charged in UK Pounds Sterling and converted by your bank or credit/debit card supplier. But please note that the person who is going to use the K-pay wearable MUST be 16 or older, have a have a current account in the UK and be a resident of the UK, the Isle of Man, Jersey or Guernsey to activate and pay with it.
You have the option of having your order sent standard or express delivery, so if you are ordering or sending wearables outside the UK, you can be sure that we’ll have it delivered for you.
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 delivery option and destination 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, Easter), 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.
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.
Due to the nature of contactless payment wearables, returns and exchanges can only take place where the contactless payment chip inside the wearable hasn’t been activated.
If you haven’t activated your wearable then you can return the unwanted item. See the Returns and Refund Policy section below for full details. If you want to exchange an unregistered wearable then it is simpler to return the wearable for a refund and reorder the new wearable that you require.
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:
- You have 14 days from the date of receipt to return the goods.
- In order to qualify for a full refund, the goods can only be returned if they have not been activated and are in the original condition they were delivered, together with all original packaging.
- Please send us a letter quoting the customer reference number and explaining why you have returned the goods.
- We strongly advise that you send the goods via Special Delivery Guaranteed as we cannot be responsible for goods lost in transit. Proof of postage is not accepted. See below for returns address.
- You are responsible for the cost of return postage. Packages sent without postage paid will not qualify for a refund.
- 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.
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:
1 Wharfe Mews
Due to the nature of contactless payment wearables we are unable to exchange a product where the product has been activated. If you have not yet activated the wearable, to exchange please return the product for a refund and then re-order the new style that you would like.
Once your order is placed, you will receive an email confirmation when:
– we have received your order;
– we have dispatched your order.
Depending on the delivery service you select you should receive your goods no later than 4 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.
Please remember that the person who is going to use the K-pay wearable MUST be 16 or older, have a current account in the UK and be a resident of the UK, the Isle of Man, Jersey or Guernsey to activate and pay with it.
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 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 activation instructions and the unique ID for your wearable (required during the activation process).
All goods are fully insured whilst in transit from us to you.
Free shipping is available as standard delivery (Royal Mail 2nd Class Signed For). If you choose Express delivery (Royal Mail 1st Class Signed For) you will be liable for the postage cost. If you are exchanging or returning any products you will be liable for the return postage.
If your order is placed before 3pm on a working day, the delivery times, that Royal Mail aims for, are next day for Express Delivery and up to 3 working days for Free shipping.
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.
K-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.
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.