Kb Online Shopping Store: Frequently Asked Questions

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Frequently Asked Questions

VIST OUR NEW SUPPORT CENTRE WITH A MORE UP TO DATE KNOWLEDGEBASE!

When Will My Order Arrive?
Your order will normally arrive within 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 (1 Day)
1st Class Recorded - Requires a signature (1-2 Days)
2nd Class Recorded - Requires a signature (2-4 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 - Requires a signature (Next 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. (We our closed all bank holidays, and do not dispatch Saturdays and Sundays)
If you order on Monday to Thursday or in some cases Friday, your item could be sent out on the same day if you order before 12:00 EST, however we do not guarantee this, and your order maybe dispatched the following working day (A working day excludes Saturday and Sunday.) See the estimated dispatch dates in the checkout before you order).
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 maybe 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 on our website.

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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 through our website and over the phone. We also accept Paypal, Google Checkout, PayOffline and Money Bookers. We unfortunately no longer accept cheques, postal orders or cash as a method of payment.
For more information on PayOffline see the FAQ 'What is PayOffline?'
For more information on our payment methods please see each individual FAQ.

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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,) Germany and the United States Of America.
Customers living outside of the United Kingdom, Germany and the USA are welcome to contact us for a postage quotation.

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My Order Has Not Arrived
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. Unfortunately customers have to wait 15 days from when we dispatched your order before we can dispatch a replacement free of charge, or reimburse you with a full refund.
All UK orders with recorded postage (signature required on delivery) are protected on a 15 day period after our dispatch date, excluding orders under £5 on the non-recorded Royal Mail 1st and 2nd class (Not recorded)*
If your order has not arrived after 15 days please Contact Us
This excludes CHINA DIRECT products please refer here for more information on these orders.

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The Item I Have Received Is Faulty
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 full refund will be issued.

Returns now need to be processed through our returns system, to do this follow these instructions below:

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 Know 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. All products that are out of stock we clearly mark on our website, these products are unable to be checked out (brought.)

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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 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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What is PayOffline?
PayOffline is an innovative payment solution developed to enable you to shop online without credit cards and pay with cash or debit card offline. You can pay by cash or debit card at any one of 35,000 payment outlets throughout the UK. And because you are not giving any sensitive personal financial details online, you are completely protected against any type of card fraud or identity theft.
You can pay at:
Post Office Outlet
Payzone Outlet
For more information visit:
http://www.payoffline.com/MerchantMedia/InfoWin/AboutPayOffline.aspx

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