To direct you to the best information, please:
Do I need to apply for the UCB Kick-Start awards?
Kick-Start Award:
You do not need to apply for this award as both your household income and your eligibility as a UK student will be determined by your Student Finance assessment. However, if you want to be considered for the second Kick-Start award, you and anyone else who provides information as part of your Student Finance application, must give consent for their information to be shared with the University.
Digital Award:
You do not need to apply for this award. If you are entitled to the Digital Award you will automatically receive an email once the funds have been issued and your UCB Kick-Start account is ready for you to log in.
How can I use my funds?
These funds are "credit" funds loaded on to a personal Kick-Start account that is set up by the University for eligible students.
These funds can be used as a payment method to purchase resources on the Kick-Start online shop.
What awards are available to access through the UCB Kick-Start portal?
There are several awards that can be accessed through the UCB Kick-Start portal. Please see some of them below:
What is the Kick-Start scheme?
Kick-Start helps you make the very best of your time at University by improving access to the learning tools and supplies you need to support your studies.
Not only can you access and use your funds on the Kick-Start portal, but there is also access to free online resources that cover a wide range of topics like Study Skills, Money Matters, Wellbeing and Employability.
When do my funds expire?
Your funds expire on 30th September following graduation.
Funds will also expire if you leave the University before completing your studies.
When will I get my funds?
Kick-Start Award:
New students are awarded £300 after they are fully enrolled at the start of their academic year and in each progressive year of study.
Students who are progressing to the next year of study will need to complete online enrolment and then swipe their ID cards to enter campus during the week of 23th September. Any Kick-Start funds that are due will be awarded within 48 hours of doing this.
Students with a household income below £25,000 per year are awarded a further £500 within the first 4 weeks of the start of their second semester.
The £500 is issued each year as long as student remains eligible.
Digital Award:
Eligible students will receive a £280 Digital Award in the first year of their course if they are fully enrolled by the end of Induction week.
Who are eligible for the UCB Kick-Start awards?
Please see the eligibility criteria below:
Kick-Start Award:
UK Undergraduate student studying a full-taught year are eligible for £300 Kick-Start funds.
If you are a UK student with a household income of below £25,000 you will be entitled to a further award of £500 Kick-Start funds at the start of your second semester.
Both your household income and your eligibility as a UK student will be determined by your Student Finance assessment so you, and anyone else who provides information as part of your Student Finance application, give consent for their information to be shared with the University.
Digital Award:
The eligibility criteria can be found here.
Why haven't I received any funds?
If you believe you are eligible to receive funds via UCB Kick-Start but have not received them, first check that you are fully enrolled (You can check your enrolment status on the UCB Portal - go to Student Dashboard > Programmes.) and then contact kickstart@ucb.ac.uk with your student ID number.
It may be that you have not completed enrolment, have outstanding debts or there may have been a delay with the data uploading. The University will be able to look into this and advise you correctly.
How do I delete my account?
If you wish to delete your account, please contact us. Please note if you have an account balance, this will be removed, and any remaining funds or order details will no longer be accessible.
How do I opt in/out of marketing?
When you first logged into your account you were given the choice to opt in/out of marketing. If you wish to change your preferences, click on 'My Account' and 'Contact Preferences' from the drop-down menu. Make sure to save your amendments.
How do I update my details on my account?
To update personal details on your account, click on 'My Account' and then 'Edit My Details' from the drop-down menu. If you have other details you require to be updated please contact us.
I can't access my account?
Please double check you are entering your correct username and password. Your account username will be your University email address, and your password will be the same password you use at University to access your email.
If you are still having trouble accessing your account, please contact your IT department here: itsu@ucb.ac.uk
My account is not verified, what should I do?
If your account is showing as "not verified" please contact us and we will be happy to look into this for you.
What are my login details?
If an account has been created for you, your account username will be your University email address, and your password will be the same password you use at University to access your email.
If you do not know your University credentials, please contact your IT department here: itsu@ucb.ac.uk
Where can I find my account balance?
Your account balance is displayed on the top right-hand corner of the page once you are logged in. You can check that your balance is correct by going to 'My Account' and clicking on 'Check My Balance' from the drop-down menu.
Where can I find my order details?
Your orders can be found by going to "My Account" > "View My Orders"
Once you are there you can open each order and view the order status of the products that you have ordered.
Where can I find my transaction history?
Once logged in, click on 'My Account' and then 'My Transactions' from the drop-down menu.
If you have been awarded funds, this page will show you when those funds were added to your Kick-Start account, and when any funds were spent, refunded or expired.
Are these funds a loan? Do I have to pay them back?
The funds currently available via Kick-Start are not loans and you do not have to pay them back. The funds are provided to you by the University to set you up to succeed and help with the extra costs associated with studying.
Can I top-up my account?
Yes, your account can be topped up by yourself, family, or friends. When accounts are topped up, these funds can only be spent in the shop and can't be withdrawn or refunded. To top-up your account, click on 'My Account' and 'Top-Up' from the drop-down menu. You will need to enter your student ID number.
Can the funds be taken away from me after they have awarded to my Kick-Start account?
Yes, the university can reclaim or restrict access to funds that they have issued. This may happen if:
There may be other reasons not listed above.
How can I use my funds?
These funds are "credit" funds loaded on to a personal Kick-Start account that is set up by the University for eligible students.
These funds can be used as a payment method to purchase resources on the Kick-Start online shop.
What can I spend my funds on?
The Kick-Start Award and Digital Award can be used to purchase anything on the UCB Kick-Start online shop, including but not limited to:
You can also use some of your funds around campus using your Kick-Start card.
Funds can be spent at:
Please note: Some awards may be restricted for use on certain products. If the funds are product restricted then this should be advised when you are sent the award information.
What happens if I don't use my funds?
If you don't use your funds before they expire, any remaining balance will be removed and you will no longer be able to use those funds.
When do my funds expire?
Your funds expire on 30th September following graduation.
Funds will also expire if you leave the University before completing your studies.
When will I get my funds?
Kick-Start Award:
New students are awarded £300 after they are fully enrolled at the start of their academic year and in each progressive year of study.
Students who are progressing to the next year of study will need to complete online enrolment and then swipe their ID cards to enter campus during the week of 23th September. Any Kick-Start funds that are due will be awarded within 48 hours of doing this.
Students with a household income below £25,000 per year are awarded a further £500 within the first 4 weeks of the start of their second semester.
The £500 is issued each year as long as student remains eligible.
Digital Award:
Eligible students will receive a £280 Digital Award in the first year of their course if they are fully enrolled by the end of Induction week.
Where can I find my account balance?
Your account balance is displayed on the top right-hand corner of the page once you are logged in. You can check that your balance is correct by going to 'My Account' and clicking on 'Check My Balance' from the drop-down menu.
Where can I find my transaction history?
Once logged in, click on 'My Account' and then 'My Transactions' from the drop-down menu.
If you have been awarded funds, this page will show you when those funds were added to your Kick-Start account, and when any funds were spent, refunded or expired.
Why can't I use my funds on my order?
Please first check the answer to "What can I spend my funds on?" under the "My Funds" section, and the email that was sent to you when the funds were awarded for any restrictions on what your funds can be used for.
If you can't see any advised restrictions and you believe you should be able purchase the items in your basket with your funds, contact us here.
Why have my funds disappeared?
There are a few reasons that funds may no longer be visible.
If you are still unclear on why your funds have disappeared, please contact us.
Why haven't I received any funds?
If you believe you are eligible to receive funds via UCB Kick-Start but have not received them, first check that you are fully enrolled (You can check your enrolment status on the UCB Portal - go to Student Dashboard > Programmes.) and then contact kickstart@ucb.ac.uk with your student ID number.
It may be that you have not completed enrolment, have outstanding debts or there may have been a delay with the data uploading. The University will be able to look into this and advise you correctly.
Can I cancel my order?
Most orders can't be cancelled. If you no longer want your order and it has not been dispatched, you can request a cancellation by visiting your order page and clicking 'Request Cancellation'. This does not guarantee that your order will be cancelled, but we will do our best.
Some items have restrictions:
Can I cancel/change my Kitlocker order?
As these are custom/personalised products, once an order has been placed it can't be changed or cancelled.
Can I cancel/change my Russums order?
As these are custom/personalised products, once an order has been placed it can't be changed or cancelled.
Can I change my delivery address?
A delivery address change is not usually possible once an order has been placed. We recommend that you double-check the delivery address before you place your order.
If you do need to change the delivery address, please contact us from your account email address with your order reference number and we will do our best to get that updated for you.
Can I get a refund for my Kortext eBook(s)?
We may be able to cancel and refund your order IF the content has not been accessed and you have contacted us within 14 days of the order.
If you have not accessed your Kortext eBook and want to cancel, please request cancellation through your order details.
Can I order a product that's not on the Kick-Start Portal?
Kick-Start online shop has millions of products available to order and our product ranges are regularly reviewed and updated. If the product you are interested in is not currently available we hope you can find a suitable alternative to support you with your course.
Apple Products: We do try our best to get in new releases from Apple as they are very popular. The stock availability for these items can be delayed, so we are unlikely to stock these directly after release dates.
Please continue to regularly check your Kick-Start portal for new products.
We always welcome suggestions for products that will support your studies. To submit your suggestion, contact us here.
Can I print off a paper copy of my eBook(s)?
eBooks are designed to be read on electronics only.
You may be able to print a section of the eBook that you have purchased, but you cannot print a full paper copy of the book due copyright. Each eBook has its own quantity of pages that can be printed set by the publisher.
Can you notify me when a product comes back into stock?
The Kick-Start online shop is not currently set-up for stock notifications, but this is something that we are looking to develop.
Please note: Stock availability for Apple products is regularly restricted by Apple during the popular Christmas period (November to mid-January). During this time, we do not get estimated times when stock will be arriving with us.
Do I need internet access to read my Kortext eBook(s)?
You will need internet access when you first receive the eBooks as they will need to be downloaded/added to your Kortext account/app. However, once the eBook is downloaded to your app you will be able to read it offline.
More information can be here.
Do I need to top-up my account before placing an order?
No, if you have been awarded funds provided by your institution and they do not cover the full cost of your order you can add a payment method at checkout to pay the difference.
Do you offer discount codes?
At various points throughout the year we may have special offers or discounts!
If we have any valid discount codes available, they may be shown on your Kick-Start Portal, or if you are opted into marketing emails or text messages, these will be sent to you directly.
Do you price match products?
Our aim is to offer students the best value and the widest choice of products to support your student journey. As we do not buy products in bulk (like Amazon & Curry's do) we are unable to price match.
How are orders fulfilled?
Kick-Start online shop uses stock from our own warehouse, as well as external direct delivery suppliers, to fulfil your orders so that we can offer a greater range of products.
This means that you may receive several parcels for your order rather than just one.
We are working to improve visibility on how your order will arrive.
How are refunds issued?
Refunds are issued to the original payment method.
How can I track my Kitlocker order?
Please contact Kitlocker here for updates and tracking information. Kitlocker orders are automatically marked as dispatched.
How can I track my order?
Once your order has been has been despatched, an email or text is usually sent from the courier to advise that your order is on its way.
We're excited to advise that we are working on automatically including the tracking information on your order details, so tracking is more accessible.
How can I track my Russums order?
Please contact them directly for updates and tracking information. Russums orders are automatically marked as dispatched.
Russums: info@russums.co.uk
How do I access the Kortext eBook(s) that I ordered?
Once your order has been processed, a Kortext account will be automatically set up for you and you will be sent an email with your account login details, a temporary password and a link to Kortext site so you can log in and access your book.
Please note: The Kortext account will be set-up under the email address you use to place your order.
If you already have a Kortext account set-up under your Kick-Start account email address, then an email will be sent to you once your new eBook has been added to your Kortext Library.
If you already have a personal Kortext account under a different email address and you have placed an order through your Kick-Start account email address, please contact Kortext and they will be able to merge the accounts.
How do I place an order?
SHIPPING/DELIVERY ADDRESS: Please ensure that you have entered a complete shipping/delivery address. If you are in university accommodation, you will need to include your room/flat number, not just the building name.
* For more information on whether you need to create an account, please look under the Help & Supports 'Account' section > 'Do I need to register for an account?'
Please see our eBook policy here.
How do I return a product?
Please visit our Returns Policy.
How do Kortext eBooks work?
Please visit the below links for further information about Kortext:
How do voucher codes work?
Voucher codes that are still valid can be applied to your basket during the checkout process.
How long do I have access to my Kortext eBook(s)?
You will have access to your eBook indefinitely as long as you have access to your Kortext account.
How long will it take for my order to be shipped?
This will depend on which product you have ordered.
Some products are 'in stock' and can be shipped immediately or the next working day. Other products may be 'available to order' but are not currently in stock.
This includes products that we normally keep stock of but are 'temporarily out of stock', and products that have to be ordered specifically for your order. 'Out of stock' products can take a few days to a few weeks to ship depending on the product.
PLEASE NOTE: The estimated despatch dates on your order confirmation are an estimate. The product(s) may be despatched before, or after, these dates.
We are working to improve the availability and clarity of stock information.
How many devices can I access my Kortext eBook(s) on?
You can log in to the Kortext app on up to 5 devices.
For more information please visit Kortext's Help Centre.
How much is postage?
Please visit our Postage Policy page.
Size Guides
Click here to find all the information about size guides.
The product I was trying to order is no longer on the Kick-Start Portal?
If the product you were trying to buy is no longer on the Kick-Start shop it is likely that it is currently out of stock and we won't know when it will be available again. In some cases, it may have been replaced by a newer version.
The range of products on the Kick-Start online shop are updated daily so please do keep checking to see if we've been able to make the product available again.
There is an issue with my Kortext eBook(s), what do I do?
If you can see your eBook on your Kortext account but are having trouble accessing it, or if there is an issue with the quality please check Kortext's Help Centre.
What do I do if I place an order with my bank card instead of using my funds?
If you have placed an order using your bank card instead of using your available Kick-Start funds, please contact us immediately.
If you are eligible to use your funds to purchase the product(s) you have ordered, we may be able to resolve the issue for you without you needing to cancel the order and place a new one.
What does my order status mean?
Once an order is placed, each item within the order will have an individual status. The status will continue to update until the item has been shipped. It will also update if a product has been returned or lost in transit.
Order Status Codes:
Your order has been received and is currently being processed. It should be shipped soon. Most orders are shipped within 24 hours.
Your order has been received and the product is on order with the supplier. It will be shipped as soon as stock arrives with us. We would expect stock to arrive with us about a week after the order has been placed but if your item has not arrived within 2 weeks you will be sent a further update.
Your item has been dispatched and your parcel should arrive with you soon. If you haven't already, we'd recommend that you take a quick look at our Postage Policy to see how long it should take and when to get in contact with us if it hasn't arrived.
This order line has been cancelled as per your request and a refund for the product and any related postage has been issued.
This order line has been cancelled by the supplier and a full refund for the product and any related postage has been issued. This is normally due to the supplier no longer being able to supply the product to fulfil your order.
Your parcel has been returned as undelivered and a refund for the product has been issued. Failed delivery can happen if:
You have contacted us to request a return - your return has now been processed and a refund has been issued.
Your parcel had been shipped but unfortunately it was lost in transit. A full refund for the product and any related postage will have been issued so please place a new order if you still require the item.
Your product is temporarily out of stock, but we are expecting stock to arrive soon.
Your product is currently out of stock and we do not currently have an estimated time for stock to arrive.
This product is not yet available - this refers to books that are not yet published for sale, or products that available for pre-order.
Print on demand - These will normally take longer to arrive as the publishers will often wait for a certain number of orders to come through before they will print copies. This update is also used for books that come over from other countries eg. India and the US as they will naturally take a little longer for stock to arrive.
Your order is currently paused. If you haven't requested a cancellation or address change, and you can't see the reason on your order, please check your emails (& junk folder) to see if we have tried to get in contact with you. There may be an issue with the address on your order.
Your electronic download is now available (normally eBooks). You should receive an email(s) with further instructions (please check your junk folder). If you haven't received one within 24 hours of this update and there is no specific information on your order, then please contact us here
Online Access Available - Online access to your product is now available.
This normally relates to:
What happens to my Kortext account if I no longer have access to my Kick-Start email address?
If you will be losing access to your Kick-Start account email address please contact Kortext who will be able to advise you further.
It may be that you will need to create a second account with a personal email address and then Kortext will merge the two accounts. However, we would recommend contacting them first to confirm if this is required.
What is difference between PDF and an ePub eBook?
PDF eBooks: These are standard, non-interactive electronic copies of the book.
ePub eBooks: These are more flexible and have an interactive functionality. There is greater ability to adjust how the book displays to suit your needs.
Where can I find a proof of purchase/VAT receipt?
Your order confirmation email and dispatch emails are your proof of purchase. If you specifically need a VAT receipt or a manufacturer requires this as a proof of purchase, please contact us and we will provide you with a PDF proof of purchase once your product(s) have been shipped.
We are working on with our IT team to make a downloadable version available in the future.
Where can I find my order details?
Your orders can be found by going to "My Account" > "View My Orders"
Once you are there you can open each order and view the order status of the products that you have ordered.
Which software/devices can I use to read my Kortext eBooks?
These can be accessed via the Kortext platform, either online or via the app. The Kortext app is currently available on Mac, iOS, Android and Windows.
For further information on this click here.
Kortext eBooks cannot be used on Kindle or other Amazon owned eReaders.
Why can't I use my funds on my order?
Please first check the answer to "What can I spend my funds on?" under the "My Funds" section, and the email that was sent to you when the funds were awarded for any restrictions on what your funds can be used for.
If you can't see any advised restrictions and you believe you should be able purchase the items in your basket with your funds, contact us here.
Why isn't my refund showing?
Refunds to your Kick-Start funds can be found by clicking on 'My Account' and 'My Transactions'. It may be that your funds have since been removed, or you have been refunded and have since spent your funds.
If your refund has not been removed, and your balance is not showing correctly we would recommend following the below steps:
This should resolve the issue and you should then be able to see your correct balance, but if you do not believe this to be correct, please contact us so we can look into this further for you.
Refunds to bank cards: Please allow up to 5 working days for any refunds to show in your account. If it's still not showing after this period, please contact us and we will be happy to check for you.
Refunds to PayPal: Please allow up to 5 working days for any refunds to show in your account. If it's still not showing after this period, please contact us and we will be happy to check for you.
If you are expecting your PayPal refund to go through to your bank account and it hasn't, check your PayPal transactions before contacting us. If the refund has gone through to your PayPal account but not any further, please contact PayPal.