K-pay FAQs

PINGIT

What is Pingit?

Pingit is a leading mobile payments brand in the UK. Customers can send, spend and receive money. To register your device with Pingit you 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. The device can be used for payments for a minimum of 2 years. Download the Pingit app to apply and activate your device and once you have top up your account you can make contactless payments in over 530,000 retailers in the UK. For full information on Pingit, payments limits and T&C’s visit www.pingit.com 

PAYMENT CHIPS

Are payment chips within the K-pay jewellery?

Yes. All our jewellery contains a payment chip within the main body of the precious resin.

When the payment chip expires can I get a new chip for my K-pay payment jewellery?

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 payment jewellery 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 jewellery we will update with the new chip that you’ve purchased and then at our costs will send the jewellery back to your address.

Alternatively, if you would rather purchase a new piece of K-pay payment jewellery we can provide a discount code to use at K-pay.com.

ORDERS

Can I order by phone?

At the moment, K-pay wearables are only available to buy online.

How will my K-pay wearable be packaged?

K-pay jewellery is packaged in a K-pay box with activation instructions and the unique ID for your wearable (required during the activation process).

When will my account be debited?

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.

How is VAT charged?

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.

Can orders be delivered to a different address to my own?

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 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.

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.

Are there any addresses you cannot deliver to?

We are currently unable to deliver to P.O. Boxes or Military Bases.

Can orders be placed from abroad?

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.

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.

How do I know when my order has been received?

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.

How will my order be shipped?

We will send you an email to let you know that your order has been dispatched.

Orders are shipped by Royal Mail Recorded 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.

When should I expect to receive my order?

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.

Are delivery dates guaranteed?

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.

How do I know the product is genuine?

We ensure that we deliver quality jewellery to our customers. All our K-pay jewellery features our ‘K’ markation as part of the design which is proof of authenticity.

What should I do if I have an issue with my jewellery?

Please complete the Contact Us form advising of the issue that you have with the jewellery and we will get back normally within 48 hours.

Can I change the strap on my K-pay wearable?

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.

How do I get an item repaired?

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.

How can I return or exchange an unwanted item?

Due to the nature of contactless payment jewellery, returns and exchanges can only take place where the contactless payment chip inside the jewellery hasn’t been activated.

If you haven’t activated your jewellery 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 piece of jewellery then it is simpler to return the jewellery for a refund and reorder the new wearable that you require.