FAQ

1. For fast, secure ordering, you can order online, using your debit or credit card at www.k-rx.com.

2. You can order by telephone, if paying by credit or debit card. Our order line number is 0844 700 5020. Our staff are more than happy to advise you on any of our products and to assist you in making the best possible choice.

Lines are open: 9am-5pm (GMT), Monday - Friday. Outside these hours you confidently use our easy to use voicemail system.

3. You can order by faxing your order through on 0844 700 5019.

4. You can post your order to us at:

Knightsbridge Medical
PO Box 300
Leicester
LE5 5YF
England

We accept cheques & postal orders as payment by post. We recommend that you do not send cash or coins by post due to security issues.

Offices: Coborn House, 3 Coborn Road, Docklands, London, E3 2DA, England. (But please send all postal orders direct to our distribution centre address as above. Note: we are unable to dispense orders from the London office to personal callers. Mail order only.)

By email:

Please email us at info@k-rx.com

By telephone:

If you have an order enquiry, please contact us by telephone on 0844 700 5020 and we will try to answer your question immediately. Please have your account number or billing postcode at hand.

Order enquiries include:

• Order not received
• Missing items in a delivery or if you have received the wrong item
• Enquiries regarding payment, charges or a refund
• Stock Enquiries
• Product-related queries

Lines are open: 9am-5pm (GMT), Monday - Friday

By post:

You can post your query to us at:

Knightsbridge Medical
PO Box 300
Leicester
LE5 5YF
England

Offices: Coborn House, 3 Coborn Road, Docklands, London, E3 2DA, England. (But please send all postal orders direct to our distribution centre address as above. Note: we are unable to dispense orders from the London office to personal callers. Mail order only.)

Shipping is £5.99 for orders placed online at k-rx.com.
Shipping is £9.99 for phone, post or fax orders.

We accept all major credit and debit cards. This includes VISA, MasterCard, American Express, Visa Delta, Switch, Solo, Visa Electron and Maestro.

You can also pay by cheque or postal order made payable to KNIGHTSBRIDGE MEDICAL. Please write your postcode on the reverse of your cheque.

We recommend that you do not send cash or coins by post due to security issues.

Credit or debit card orders placed by telephone or via the internet, please allow 3 working days.

Credit or debit card orders placed by post, postal orders and cash, please allow 7 days.

Cheque orders, please allow 14 days.

We do not offer a next day delivery service but we make every effort to get your order sent out the same day or certainly within 24 hours. If the product is in stock and there are no problems with processing your payment, you will often find that credit and debit card orders placed by noon, do arrive the next working day though we do not guarantee this.

If you try to order an item and it is out of stock, we can automatically send it to you when it is available. As the item was part of the original order, we do not make any extra delivery charge.

We regret that at present you cannot request a specific time for delivery. Your order will be delivered between 9am-5pm by Parcelforce or before noon by Royal Mail. The courier used depends on the size and weight of the parcel. If it is your second order, you can specify a different address for future deliveries.

If you are out when delivery is attempted, the courier or postman should leave you a card to say that he has called. You can then collect your parcel from your local Royal Mail or Parcelforce depot, depending on which was used. If it is your second order, you can specify a different address for future deliveries.

All packages weighing over 1kg are delivered by Parcelforce and require a signature, dispensing the need for a recorded delivery. If however, your package weighs less than 1kg and is therefore being sent via Royal Mail, we can send it recorded if you request us to do so. This service is available for UK deliveries only.

This service is available for UK Deliveries only and requires a signature upon delivery. This service is only available for packages up to a maximum weight of 1kg at an additional cost of £5.00.

Countries in the European Union & USA, the shipping charge is: £5.99

Countries outside these territories, the shipping charge is:

• Single bottle: £10.00
• Triple Pack:  £20

Regular delivery is up to 7 days for the European Union & USA. For other countries where we do not have distribution centres, please allow 14 - 21 days, although you may receive your order much sooner.

We accept orders to Military addresses. Please ensure that the address is clearly stated.

We want you to be 100% satisfied with the results from the use of our products. If you are not delighted for any reason with your results, please return the used bottle (and unused bottles if you ordered a triple pack) along with a covering letter outlining the reason why you feel the product did not fulfill your expectations and we will refund your product purchase price in full.

Please return the product within the time period that its guarantee applies, packaging it securely, preferably in the same package it was sent in and return it to us, with a copy of the invoice or a covering letter to:

Knightsbridge Medical Returns Dept. PO Box 34 Leicester LE1 1ZY England

We recommend that you use a service which you can track for your own assurance and peace of mind.

You should allow 7 days for the credit to show on your account if you paid by credit or debit card and 10 days to receive a cheque refund for all other forms of payment.

We cannot process your credit or debit card order without your full billing address and including postcode, so please ensure you supply this information even if you are requesting delivery to an alternative address. Please also ensure that your name matches the name as it appears on your card.

The card security code is a three digit number found on the reverse of your card on the signature slip. It is preceded by parts of your card number but it is always the last three digits.

The security code gives extra protection when shopping online, as only the person who holds the card will have access to the code, as it is not printed anywhere and does not appear on normal receipts.

We regret that we cannot process your order without this security number.

No, your card payment is not immediately processed. It is charged just before shipping.

Orders which have not already been dispatched by our warehouse may be changed or cancelled. In such instances, we would offer you a full and immediate refund or adjust the charge as appropriate. If you place an order for the wrong product please call and speak to one of our staff as soon as possible on: 0870 012 8121.

As part of our policy to protect against the fraudulent use of credit cards, we carry out random security checks on orders. These can take various forms, and from time to time it may be necessary for us to ask you to provide a copy of a recent statement header for the card being used on your order. Please note that we are only interested in confirming information already provided on your order, i.e. the billing name and address and card issuer details, and do not need to see actual transactions, which can be covered up. In case you have any concerns regarding security, we can assure you that all information is shredded as soon as we have confirmed the details required. We hope you appreciate that this is undertaken in the interests of fraud prevention, and is a necessary precaution.

As a customer, you are incredibly important to us, which is why our website has the very latest security features to protect you against credit card fraud.

Your payment and order details are normally sent to us across a secure connection, which means that the information is encrypted and cannot be read by anyone other than ourselves.

Some computers prevent this secure connection and in such instances, please call us and place your order by telephone on 0870 012 8121.

Once you have completed your purchase and to ensure all confidential information is removed, we recommend that you close all browsers.

We may hold personal data relating to the transactions you enter into with us through the Site. We will disclose personal data to a party to the transaction to assist your transaction. When you purchase an item from us, we collect your name, address, telephone number, e-mail address and credit card details for the purpose of processing your order and notifying you of the status of your order.

This allows us to involve you in our purchasing process, to administer the purchasing process, to fulfill our obligations and to notify you if there are any issues with the purchasing process as well as to arrange for payment. Information may be used to check your credit status and credit account details for ordering purposes and to bill for services or products used or purchased. We may use the data collected to obtain clearance of your credit card payment.

Unless otherwise stated in this Privacy Policy, data relating to you will not be disclosed to any third party unless you have specifically given your consent. We will not rent or sell your personal information without your permission.

We may disclose your personal data acting in good faith if it is believed such action is necessary: to conform with a legal requirement or to comply with the legal process, to protect and defend our rights or property, or to enforce this online agreement, and protect the interests of its users.