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Frequently Asked Questions |
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VIST OUR NEW SUPPORT CENTRE WITH A MORE UP TO DATE KNOWLEDGEBASE! |
- When will my order arrive?
- When will my order be dispatched?
- What methods of Payment do you accept?
- Do you deliver to other countries apart from the UK?
- I have not received my order
- The item i received is faulty / has a problem, what shell i do?
- How do i no if a product is out of stock ?
- My order status says 'Processing' what does this mean?
- Can i pay by cheque?
- How much does postage cost?
- A item says 'Discontinued' what does this mean?
- Are all your items brand new?
- Can you assist / support me through MSN?
- Can i cancel my order ?
- How do i write a review on the product i brought?
- Do you charge VAT?
- Do you take payments over the phone?
- Do you have a telephone number i can contact you on?
- Returning Products to us
- What is an eCheque?
- When will my order arrive?
Your order will normally arrive in 1 to 2 days of dispatch, depending on the service you chose.
You may need to sign for your goods, depending on which postage service you selected in the checkout.
Parcel force 24 - Requires a signature (Next Day)
1st class recorded - Requires a signature (1-2 Days)
2nd class recorded - Requires a signature (2-3 Days)
1st class - For items under £5, no signature (1-2 Days)
2nd class - For items under £5, no signature (2-3 Days)
Special Delivery, urgent, a signature required (1 Day guaranteed)
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- When will my order be dispatched?
This depends mainly on when you place your order
If you order on Friday to Sunday your item will be sent Monday. (Were closed all bank holidays)
If you order on Monday / Tuesday / Wednesday / Thursday or Friday, your item
could be sent out on the same day if you order before 14:00 EST, however we do
not guarantee this, and your order maybe dispatched the following working day
instead. (A working day excludes Saturday and Sunday)
This the case 97% of the time, however we have a few minor cases where we may not beable to fulfill
your order, due to lack of quantity and the item may go discontinued, these are beyond
our control, and we try our very best to display all out of stock and discontinued products with there correct label.
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- What methods of Payment do you accept?
All transactions are conducted in pounds sterling. We accept all major credit and debit cards. Payments is via Paypal secure online payment systems also Google Checkout. We also accept cheques, postal orders, in which contact us for more information (a 5-11 day extra wait is required)
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- Do you deliver to other countries apart from the UK?
Our system only currently dispatches within the UK (the Republic of Ireland is not in the UK)
However customers living outside of the United Kingdom are welcome to contact us for a postage quote to their country.
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- I have not received my order
Please note that although Royal Mail first class will normally get there within 2 days, and Royal Mail second class within 4 days, they do state that you should allow 5 days. Also Royal mail do not class a delivery as a query (lost) unless it has been overdue by 15 days, after the 15 days is up, we can dispatch a replacement free of charge. (If the item has not been received.)
All orders are protected on a 15 day period after dispatch, excluding orders under £5 on service RM 1st and 2nd class (Not recorded)
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- The item i received is faulty / has a problem, what shell i do?
Firstly you should be positive the item in question is faulty.
Faulty products can be returned directly to us and we will send out a
replacement, where no replacement is available, a refund will be issued.
Returns now need to be processed through our returns system, to do this
follow these instructions:
Login to your account: https://shop.kb-online.co.uk/account.php
Scroll to the 'My Orders' box, then click the 'View the orders I have made.'
Select the order in which the product you want to return is included. Under each
product there is a '[Need to return this product?]' link, click this and a form
will appear for you to fill out, after submission you will get a RMA Returns number, our support team will review
your form and provide you with instructions to
return your product/s to us.
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- How do i no if a product is out of stock ?
Every effort is made to ensure that all products are in full supply where available, products that are not available are normally back in stock within 2 to 10 days, subject to manufacturer availability, also all out of stock items are clearly marked and are inactive to checkout.
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- My order status says 'Processing' what does this mean?
Normal 'Processing' status means your item is waiting to be dispatched, see the comments box in your order status, for information left by us.
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- Can i pay by cheque?
Yes, you must send it to us on recorded mail, please e-mail us for the address, (payment@kb-online.co.uk) also they will be a maximum 15 day extra wait for using this service (the cheque needs to clear)
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- How much does postage cost?
We price our postage purely on products weight, you can see the price in the shopping cart (add items to your shopping cart to view postage)
We have 6 shipping options for you to chose from, if you want to find out the postage cost before signing up for a free account, add your items to the basket, and in your shopping basket, under the blue buttons they is a 'Estimate Shipping' box with postage services and the total cost of your order.
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- A item says 'Discontinued' what does this mean?
"Discontinued" means that the manufacture are no longer providing any more stock of the product. Once any remaining quantities are sold, the product will no longer be available.
Sometimes the manufacture replace items with newer models.
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- Are all your items brand new?
Yes unless the auction states other wise, all our products are brand new, just like you buy on the high street.
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- Can you assist / support me through MSN?
Yes we can, add us on support@kb-online.co.uk, we can provided help in all areas of the departments, and were online at varied hours 24 hours a day.
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- Can i cancel my order ?
If your order status says 'pending' yes you maybe able to however if your order status states 'processing' you may not be able to. Please contact us immediately via the contact page with your order ref and full name.
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- How do i write a review on the product i brought?
Look for the product you brought / want to review, open up the product listing (description) move down your browser to the bottom you should see a red button called Reviews click that, this will show you the reviews wrote for this particular product, then click write a review button, enter your text review in the, Your Review: box, than rate the particular product on a scale of 1 to 5 (bad to the left, good to the right)
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- Do you charge VAT?
No, we do not charge VAT, this is perfectly legal, we do not have to register for VAT due to we do not earn over ?62,000
"Businesses with annual sales below ?62,000 don't have to register for (and therefore charge) VAT. If they don't, the price you pay for their goods or services may be cheaper than if you bought the same goods or services from a VAT-registered supplier."
Information from direct government, for more information see the below site, navigate to 'Businesses that may not charge VAT'
http://www.direct.gov.uk/
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- Do you take payments over the phone?
We are working towards a payment phone system / service, which will be available towards the end of April.
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- Do you have a telephone number i can contact you on?
Yes, we are available to take your call at most hours, if not leave us a voicemail, and we will get back to you.
Call us today on: 0113 815 2025
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- Returning Products to us
Returns now need to be processed through our returns system, to do this
follow these instructions:
Login to your account: https://shop.kb-online.co.uk/account.php
Scroll to the 'My Orders' box, then click the 'View the orders I have made.'
Select the order in which the product you want to return is included. Under each product there is a '[Need to return this product?]' link, click this and a form will appear for you to fill out, after submission you will get a RMA Returns number, our support team will review your form and provide you with instructions to return your product/s to us.
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- What is an eCheque?
eCheques are payments from buyers who have added bank details to their PayPal account, but have yet to provide a backup source such as a debit or credit card.
Think of these payments as bank transfers. But because they are processed by PayPal, Kb Online and you won't need to share our financial details.
Note: Kb Online, will not be sending orders out until the eCheque has cleared.
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