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 are my payment options with Klarna?

You have two options for payment with Klarna, Pay Now or Pay Later.

Pay Now:            You can pay with debit or credit card (Visa/Mastercard) immediately in the checkout.

Pay Later:           Take advantage of our Pay Later option, where you can pay for the goods once you have received them via debit card or bank transfer.

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 Klarna Pay Later work?

With Pay later, you can pay for your order 14 days after shipping. After we have acknowledged your order, we will send you an email with payment instructions once your order is shipped. Just follow the link in the email to view your statement and payment instructions.

Can anybody use Pay Later?

Pay later acceptance depends on several factors including your previous credit history, your age (you must be at least 18) and a soft credit check. We also have eligibility checks in place and don’t let anyone make a second Pay later purchase until the payment on their first transaction is complete.

Here are some tips to increase your eligibility for Pay later:

• Ensure your name and billing address match those held by your bank account or electoral roll.
• Retry – ensuring delivery of goods to your billing address.
• Attempt to order with a lower basket value, if possible.

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.

Can I buy as much as I’d like?

Pay later is designed to give you a better shopping experience, whether that’s stocking up on shampoo or expanding your ghd collection (trust us, we get it)! But you should only spend what you can afford to pay back. To make sure of this, Klarna take time to get to know you as a customer before enabling you to spend more. From the first transaction Klarna set limits for how often and how much you can spend using Pay later.

If Klarna gives me the option to Pay Later, does a credit search take place?

Neither Klarna nor us run credit searches against you that could impact your credit rating. Klarna may run a soft credit check that is not visible to other lenders and does not affect your credit rating.

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

If you have chosen to Pay Later (14 days grace), Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna's payment site where you can settle your payment to Klarna with your card or with a bank transfer.

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 happens if I don’t pay my bills?

For our Pay later service, if the debt remains unpaid after several months despite multiple payment reminders being sent, the account will be classed as in arrears and then passed to a debt collection agency. We’d never try to catch you out and will do everything we can to help you find alternative payment arrangements.

Will I be charged for late payments?

No. There are no interest fees, or surcharges for late payment penalties with Pay Later in the UK, ever. We understand that life is busy, and sometimes we all need a little prompt to stay on top of things. So, to help you pay on time, we’ll alert you by email before a payment is due. Payment is typically due 14 days after the order is shipped.

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.

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