KLARNA FAQ

Pay later (invoice 30 days)

Frequently Asked Questions

 

Who is Klarna?

Klarna is a Swedish payment service provider  that takes end-to-end responsibility for your payment. Klarna is the provider  of Smoooth payments to more than 170,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

 

 

How does  Pay later work?

Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk

 

Am I eligible for Pay later?

To use Pay later you must be at least 18. Whilst this option  is widely promoted, Pay later is subject to your financial circumstances. When choosing Pay later, our assessment will not affect your credit rating.

 

 

How can I increase my chances of being accepted for Pay later?

Klarna is unique and offers Pay later based on a number of factors such as the order value, previous  order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name  and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later before  does  not mean  it will be offered for every order and in turn, as it is denied does  not mean  it will be denied for all future orders.

 

 

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders.  Neither Klarna nor [MERCHANT] run credit searches against you that could impact  your credit rating.

 

 

Why have I not been offered Pay later?

Although Pay later is widely promoted it is not always universally available. The Pay later method is automatically generated by algorithms that are dependent upon  a number of factors including  amount of order, the online store, previous  order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

 

 

What are my payment  options  with Klarna?

You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later payment option, where you can pay for the goods once you have received them via credit card or debit card. What happens if I cancel  or return my order?  As soon as [MERCHANT] have accepted your cancellation/return, then Klarna will cancel  the statement or refund  your payment.

 

 

What happens if I don’t pay for my order?

Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before  payment is due – you'll receive email reminders to pay – and, if very late, we’ll also send  you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected.


I have been asked to go to Klarna's site. Is this correct?

If you have chosen to Pay later, Klarna will send  you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.

 

 

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna you need to provide  your name, address and email address. For some orders you may need to provide  your mobile number or date  of birth, too. All information will be sent to your email address, including  payment reminders and links to your online statements. It's very important, that you give us the correct  details, as otherwise you will not receive the payment information.

 

 

Is my payment  information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by [MERCHANT]. All transactions take place via connections secured with the latest industry standard security protocols.

 

 

Can I pay before the due date? You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.

 

 

Have you received my payment?

If you pay by card, [MERCHANT] will confirm your order right away. If paying by Pay later, Klarna will send  you a payment confirmation to the email address that you have used  for your order. If you have made a payment but not received the payment confirmation, you can always check the status  of your order and payments by logging in at www.klarna.com.

 

 

What happens to my statement, when I've returned the goods?

Once [MERCHANT] has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed.

 

 

I've received a statement, but I've not yet received my goods.

You have 30 days to pay, so you don’t need to pay right away. If your due date  is near and there  is no sign of your goods,  please call [MERCHANT] to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date  on your payment.

 

 

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund  will be processed within 5 business days.

 

 

I have asked for a refund. How will I be refunded?

If you have paid for your order with card, the refund  will be made back to the same card. If you have not paid the statement yet, then the refund  will reduce the statement or cancel  it completely.

 

 

I havent received an email with my statement/payment information.

If you do not have your statement number to hand  you can log in at www.klarna.com/uk, where you will find all of your orders and be able to make payments.

 

 

I still have questions regarding payment,  how can I get in touch?

Visit Klarna’s Customer Service page  for a full list of FAQ’s, live chat and telephone options.

 

 

 

 

 

Pay later (in 3 instalments) Frequently Asked Questions

 

How does  Pay later in 3 work?

Pay later in 3 will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by [MERCHANT] and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.

 

 

Am I eligible for Pay later in 3?

To use Pay later in 3 you must be at least 18. Whilst this option  is widely promoted, Pay later in 3 is subject to your financial circumstances. When choosing Pay later in 3, our assessment will not affect your credit rating.

 

 

How can I increase my chances of being accepted for Pay later in 3?

Klarna is unique and offers Pay later in 3 based on a number of factors such as the order value, previous  order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 by ensuring you provide  your full name  and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before  does  not mean  it will be offered for every order and in turn, as it is denied does  not mean  it will be denied for all future orders.

 

 

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3, you'll need to provide  your mobile phone number, email address, current  billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct  details, as otherwise you will not receive your payment schedule and any updated order information.

 

 

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders.  Neither Klarna nor [MERCHANT] run credit searches against you that could impact  your credit rating.

 

 

Why have I not been offered Pay later in 3?

Although Pay later in 3 is widely promoted it is not always universally available. The Pay later in 3 payment option  is automatically generated by algorithms that are dependent upon  a number of factors including  address details, cardholder details, amount of order, the online store, previous  order history and item availability.

 

 

What are my payment  options  with Klarna?

Payment for your Pay later in 3 will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken  when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment.

 

What happens if I cancel  or return my order?

As soon as [MERCHANT] have accepted your cancellation/return, Klarna will cancel  any future scheduled payments as well as refund  any amounts due.

 

 

What happens if I don’t pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 purchase at [MERCHANT] from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date  Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment.

 

 

I have been asked to go to Klarna's site. Is this correct?

You can view all of your Klarna purchases and payment schedule simply by logging onto Klarna.com/uk.

 

 

Is my payment  information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by [MERCHANT]. All transactions take place via connections secured with the latest industry standard security protocols.

 

 

Can I pay before the due date?

No, this is not currently possible for Pay later in 3 purchases.

 

 

Have you received my payment?

Klarna will notify you via email and push notification when a payment is due and when this has successfully  be collected, or in the unlikely event  of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status  of your order and payments by logging in at www.klarna.com/uk.

 

 

What happens to my statement, when I've returned the goods?

Once [MERCHANT] has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund  any payments collected and cancel  any future scheduled payments.

 

 

I've received a statement, but I've not yet received my goods.

In the event  that your goods have not been received please call [MERCHANT] to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date  on your payment.

 

 

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund  will be processed within 5-7 business days.

 

 

I have asked for a refund. How will I be refunded?

Refunds  shall be issued back to the debit or credit card which was originally entered at checkout.

 

I havent received an email with my statement/payment information.

You can log in at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

 

I still have questions regarding payment,  how can I get in touch?

Visit Klarna’s Customer Service page  for a full list of FAQ’s, live chat and telephone options.

 

 

 

 

 

Slice it (Financing)

Frequently Asked Questions 

How does  Slice it work?

Spread  the cost of your purchase into equal monthly payments with {INTERESTRATE}% interest.  Slice it is a promotional plan on the Klarna Account.

 

 

How do I use Slice it?

When you shop online, Klarna’s system reviews each  order to determine which payments options are available to you. If Slice it is offered, simply select this option. The first time you shop with Slice it you will be asked  in to apply for a Klarna Account. If you’re approved Klarna will create an account for you and your order will be placed.  Every time you shop with Slice it after that, you only need to agree  to the purchase and won’t need to sign up again. The order amount will

be added to your Klarna Account as additional promotional plans.

 

 

I have been asked to go to Klarna's site. Is this correct?

If you have chosen to pay with Slice it by Klarna, Klarna will send  you an email with further details on how to pay.

 

 

Can I pay less than the amount owed  each month?

You can at any time choose to pay your minimum  payment instead of your interest-saver payment. Your monthly minimum  payment is the amount to be paid to avoid incurring late fees on your Klarna Account. Should you choose to pay your minimum  payment instead of your interest-saver payment this will mean  you will lose your promotional plan offer and the remaining balance will start to incur interest at 18.9% APR (variable).  It’s up to you.

 

 

Do I need to be 18?

Slice it is only available to people aged  18 or over and is an online exclusive payment method.

 

 

How do I manage my Klarna Account?

Log in to the customer portal at Klarna.com at any time day or night, to review your purchases and settle your monthly statement. If you need further assistance, you can contact Klarna’s Customer Service team.

 

 

How can I increase my chances of being accepted for Slice it?

Klarna is unique and offers Pay later based on a number of factors such as the order value, previous  order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide your full name  and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later before  does  not mean  it will be offered for every order and in turn, as it is denied does  not mean  it will be denied for all future orders.

 

 

How is my statement sent?

If you chose  to use Slice it, we will send  your monthly statement notification via email with instructions on how to make a payment and an overview of your Klarna Account. Once you have been landed on your Klarna Account overview page, simply select ‘Make a payment’ and enter  the amount you wish to pay towards your balance.

 

What do I need to provide when I make a purchase?

If you want to make a purchase with a Klarna Account you need to provide  your mobile phone number and your email address as well as name, billing address and your date  of birth. Your mobile number is required in case we need to reach you. All statements will be sent to your email address. It's very important that you give us the correct  details, as otherwise you will not receive monthly statements and so be liable for late payment fees.

 

 

Is my payment  information safe?

Payment information is processed securely by Klarna. No payment information is transferred to us or held by us. All transactions take place via connections secured with the latest industry standard security protocols.

 

 

How do I make a payment?

First, log in at www.klarna.com/uk and visit your Klarna Account overview page.  Then, simply select ‘Make a payment’ and enter  the amount you wish to pay towards your balance. Should you have any questions or concerns when making a payment you can contact Klarna’s Customer Service here.

 

 

I haven't received an email with my statement.

Please  contact Klarna’s Customer Service via live chat or phone. They will be able to provide  you with details on how to pay.

 

 

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund  will be processed within 5 business days.

 

 

What happens if I cancel  or return my order?

As soon as [MERCHANT] have accepted your cancellation/return, then Klarna will make any necessary adjustments your balance and provide  further help if needed.

 

 

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store have registered your cancellation or your return, we will credit the balance back to your Klarna

Account within the next 5 business days.

 

 

I have asked for a refund. How will I be refunded?

If you have paid for your order with card, the refund  will be made back to your Klarna Account balance. If the Account ends  up in a credit balance, this can be used  towards future purchases or you can request it to be paid back by contacting Customer Service.

 

 

I've received my monthly statement and a payment  is due, but I've not yet received my goods.

You should  of course  not pay your statement until you've received your goods.  In this case, we would ask that you contact the store and get an update on your order. You should  also contact our Customer Service so that we can postpone the due date  on your payment.

 

 

I still have questions regarding payment.

Visit Klarna’s Customer Service page  for a full list of FAQ’s, live chat and telephone options.