Frequently Asked Questions – 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 topped 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 pingit.com

PAYMENT CHIPS

Are payment chips within the K-pay jewellery?

Yes. All our jewellery contain 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?

Yes you can. When the payment chip expires K-pay offers a replacement chip service. It’s a simple 3 step service:-
1. You purchase a new chip online 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 cost will send the jewellery back to you at the specified address.

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

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, by 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.

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 customer reference number and explaining why you have returned the goods.
4. 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.
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 credit card 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 at Contact Us 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
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

Depending on the delivery service you select 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).

Delivery Address

You may wish to send your K-pay jewellery 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.

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, 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

Packaging

As standard, all 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).

Insurance

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

Postage

Free postage and packaging is available for standard delivery. If you choose express 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.