Frequently Asked Questions – Other Banks

TOKENISATION FAQs

What is K-pay jewellery?

K-pay jewellery is a range of stylish and on trend payment jewellery that allows you to make quick and convenient contactless payments.

How do I make a contactless payment with K-pay jewellery?

When a payment terminal prompts you to make the payment you simply touch your K-pay jewellery to the screen. It’s as simple as that.

Is there a transaction limit with my K-pay jewellery?

Yes, there is a single transaction limit for contactless payments which differs in each country. If your K-pay jewellery is linked directly to your bank account, then your bank account’s contactless transaction limits will apply. Please check the transaction limit with your bank.

Where can I use my K-pay jewellery?

K-pay jewellery can be used wherever you see the Mastercard contactless symbol. This is currently over 6million locations worldwide. The type of locations includes, but are not limited to, shops, supermarkets, cafes, bars, restaurants, taxis and public transport. Many countries now allow contactless payments on public transport, like the London Underground. Where you have to use a payment method to pay in and out of your destination remember to use your K-pay wearable to ensure you get the best rate for travel.

Can I use my K-pay jewellery abroad?

Yes, you can use your K-pay jewellery abroad wherever Mastercard contactless payments are accepted. If your K-pay jewellery is linked directly to your bank account, your bank account’s foreign exchange rates and charges may apply. Please check this with your bank.

Do I have to charge my K-pay jewellery?

No, K-pay jewellery doesn’t need to be charged as it doesn’t have a battery. The jewellery takes the energy from the payment terminal to complete the transaction.

Will the payment chip in my K-pay jewellery expire?

Yes, like your bank card, the payment chip in your K-pay jewellery will expire. Please read the section Payment Chips for more information.

Can I have more than one piece of K-pay jewellery?

Yes, you can have more than one piece of K-pay jewellery associated to your bank account.

How do I know the K-pay jewellery 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.

PAYMENT CHIPS

Is there a payment chips within the K-pay jewellery?

Yes. All K-pay 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:- Team K-pay 1 Wharfe Mews Cliffe Terrace Wetherby West Yorkshire United Kingdom LS22 6LX We strongly advise that you send the goods via a signed for delivery service 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 cost 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 do I pay for my goods?

We accept Visa, Visa Debit, Mastercard, Mastercard Debit and PayPal.

How do I apply my discount code?

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.

How will my K-pay wearable be packaged?

K-pay jewellery is packaged in a beautiful K-pay box.

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 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.

Are there any addresses you cannot deliver to?

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

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.

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 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, Christmas), we strongly recommend that you place your order well in advance.

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 order 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.

RETURNS AND REFUND POLICY

Returns 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 have not been activated and are in the original condition they were delivered, together with all original packaging.
3. Please send us a letter quoting the order number, which is on the packaging slip, explaining why you have returned the goods.
4. We strongly advise that you send the goods using a signed for delivery service as we cannot be responsible for goods lost in transit. Proof of postage is not accepted. See below for returns address.
5. You are responsible for the cost of return postage. Packages sent without postage paid will not qualify for a refund.
6. 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 account excluding shipping charges.

Returns Policy for sale items

The same policy as above applies.

Assistance

If you need help with the returns process, complete our form on the Contact Us page and our Customer Service Team will be in touch.

Returns Address

The address to which all returns should be sent is:
Team K-pay
K-pay
1 Wharfe Mews
Cliffe Terrace
Wetherby
West Yorkshire
United Kingdom
LS22 6LX

Exchanges

Due to the nature of contactless payment jewellery 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.

DELIVERY AND POSTAGE

Delivery Tracking

Once your order is placed, you will receive an email confirmation when:
– we have received your order;
– we have dispatched your order.

Delivery Times

Once your order is confirmed, depending on the delivery service you select you should receive your jewellery, no later than 7-10 working days in the UK and Europe. (A working day is a day of the week which is not a weekend or a UK Bank Holiday).

Delivery Address

You may wish to have your K-pay jewellery delivered to a different address to your billing address, in which case you can provide us with the alternative address details at the point of order.

Receiving Goods

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, your local delivery company will leave a card providing you with the delivery / collection options available to you.

PACKAGING AND POSTAGE

Packaging

As standard, all K-pay jewellery is packaged in a stylish K-pay box.

Insurance

All goods are fully insured whilst in transit from us to you.

Postage

For standard delivery within the UK, free postage and packaging is available. For UK express delivery and all European delivery you will be liable for the postage cost. If you are exchanging or returning any products you will be liable for the return postage.

QUALITY AND GUARANTEE

K-pay Product Quality

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 piece of K-pay jewellery, 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 jewellery should be returned by a ‘signed for’ postal service. We are unable to assume liability for damage, loss or theft during transport.
K-pay jewellery is made from multiple components including metals, ceramic, resin, crystals and leather to name a few. To ensure your jewellery stays looking its best, we recommend the following:
– Apply perfume and cosmetics prior to putting on your jewellery;
– Avoid contact with household cleaning products and chemicals including bleach, as they may cause silver to stain and can discolour other elements;
– To clean each piece of jewellery wipe with a soft cloth;
– When storing, for protection and to avoid scratching, it is advisable to wrap each of your pieces of jewellery separately in a soft cloth, acid-free tissue or plastic bag and keep in a clean, dry location like a jewellery box;
– It is not advised for your jewellery to be immersed in water. Salt water will damage the jewellery as will certain chemicals that are found in environments like hot tubs and certain filtration systems;
– Do not expose leather to water;
– Remove jewellery where it is likely to be damaged, such as manual activities i.e. gardening and DIY.

K-pay Product Guarantee

Every piece of K-pay jewellery 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 jewellery does not affect your legal rights and is provided in addition to those rights.

TERMS AND CONDITIONS

Pricing and VAT

All prices include VAT (at the current rate) and are calculated and displayed in Pounds Sterling for UK transactions and Euros for European transactions.
Our policy is to provide quality jewellery 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.

Security Guarantee

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.

Copyright

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.

Disclaimer

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 jewellery 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.