Klarna FAQs

Klarna is one of Europe's largest banks and a leading alternative payment provider. Klarna's vision is to simplify the buying experience with a simple checkout solution. Making paying as quick, safe and above all, as smooth as possible.

With Klarna Checkout, customers only need to provide top-of-mind information to complete a purchase. At the core of Klarna's services is the concept of payment after delivery, which lets you buy before you pay. This simplicity means a better shopping experience for you. Mobile shopping becomes easier than ever and you don't have to think about taking out your card on the train or the bus.

Klarna was founded in 2005 with the vision to simplify the buying experience. They have around 1,200 employees on 18 markets. They serve 60 million consumers and work with 100,000 online merchants.

What is Klarna?

They are a Swedish payment service provider who take end-to-end responsibility for your payment. Klarna is one of Europe’s largest banks and a leading payment provider.

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 mobile phone number and your email address. The 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 the payment information, and this may result in delayed payment fees.

How does the payment page work?

If you have received your goods and want to pay for your order, go to Klarna’s payment page and sign in with the email address you entered upon ordering. If you have any issues signing in, please contact Klarna Customer Service.

Does my order have to be delivered to my billing address?

No. When selecting Klarna as a payment method, you can choose to deliver the goods to an address other than your billing address. At the checkout, you will be given the option to enter a separate delivery address.

How is my statement sent?

If you chose to pay after delivery, Klarna will send you an email with instructions on how to make the payment and a link to the payment page. Simply enter your statement number into the payment page and follow the instructions. If you do not have your statement number to hand, please contact Klarna Customer Service.

I haven't received an email with my statement/payment information.

Please contact the Klarna Customer Service team on 020 300 50833. They will be able to provide you with the payment details and if needed resend the instruction email.

I've received an invoice, 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 us and get an update on your order. You should also contact Klarna Customer Service so that we can postpone the due date on your payment.

Have you received my payment?

After Klarna have received your payment, we 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, please get in contact with Klarna Customer Service with a proof of payment.

What should I do if I want to cancel my order?

If you would like to return goods or cancel your order, please contact us. You should also contact Klarna Customer Service who will make any necessary adjustments to the statement and provide further help if needed.

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

Once we have registered your cancellation or your return, the refund will be processed within 5 working days.

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

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

How will I be refunded?

If you have paid for your order with card, the refund will be made back to the same card.

Do you have any further questions regarding your payment?

You can visit Klarna here, they are available 24 hours a day on live chat to help you with any queries. Alternatively, please call the Klarna Customer Service team on 020 300 50833. Lines are open 7 days a week: Monday - Friday 9.00am - 9.00pm and Saturday - Sunday 9.00pm - 6.00pm.

Sign up to exclusive salon news, online offers and stylist advice

Sign up
Back to top