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Klarna 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 smooth payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their payments.

 

How does Pay later in 30 days work?

Pay later in 30 days is a form of credit which allows you to delay payment of your purchase by 30 days. 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 in Klarna.app or by logging into www.klarna.com/uk .

 

Am I eligible for Pay later in 30 days?

To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, Klarna’s assessment will not affect your credit rating.

 

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments is a form of credit which allows 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 Emma May and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

 

Am I eligible for Pay later in 3 interest-free instalments?

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

 

How can I increase my chances of being accepted for Pay later in 30 days or Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 30 days and Pay later in 3 interest-free instalments 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 30 days or Pay later in 3 interest-free instalments by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address.

All orders are assessed individually. Just because you have been accepted for Pay later in 30 days or Pay later in 3 interest-free instalments before does not mean it will be offered for every order. In turn, if your application for Pay later in 30 days or Pay later in 3 interest-free instalments is denied, it does not mean it will be denied for future orders.

 

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

For Pay later in 30 days, 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.

For Pay later in 3 interest-free instalments, you’ll need to provide your mobile phone number, email address, current billing address and a debit or credit card. The mobile number is required in case Klarna needs to reach you. All communications will be sent to your email address.

It’s very important that you give Klarna the correct details, as otherwise you will not receive your payment schedule and any updated order information.

 

Will a credit search take place?

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 Emma May run credit searches against you that could impact your credit rating.

 

Why have I not been offered Pay later in 30 days?

Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days 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.

 

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments 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?

You can pay with debit or credit card immediately in the checkout or take advantage of Klarna’s Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card, or choose to use the Pay later in 3 interest-free installments option.

Payment for your Pay later in 3 interest-free instalments 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.

You can always monitor your payments’ schedule in the Klarna app.

 

What happens if I cancel or return my order?

As soon as Emma May has accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

 

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

If you have chosen Pay later in 30 days, payment is due 30 days after the item is shipped. To help you pay on time, Klarna will alert you two days before payment is due – you’ll receive a push notification from the Klarna app or email reminders to pay – and, if very late, they’ll also send you a text or letter, too. You will not be charged fees or interest for late and/or missed repayment(s).

Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ product even if you have failed to pay on time. If you fail to pay on time, you will be in default, and may be unable to use Klarna’s services in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on Klarna’s behalf. Debt collection agencies are used as a last resort.

If you have chosen Pay later in 3 interest-free payments, Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Emma May from the debit or credit card you entered at checkout. If Klarna is 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 and you can always monitor the due date in Klarna app at your convenience.

You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use Klarna in the future. Klarna may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on Klarna’s behalf. Debt collection agencies are used as a last resort.

 

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

If you have chosen to Pay later in 30 days, 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. You are always able to view payments instructions in the Klarna app.

You can view all of your Klarna purchases and payment schedule in the Klarna app or 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 Emma May. All transactions take place via connections secured with the latest industry standard security protocols.

 

Can I pay before the due date?

Yes.

For Pay later in 30 days, 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 or in the Klarna app to pay for your order.

For pay later in 3 installments, just go to the Klarna app or log onto Klarna.com/uk and pay off early.

 

Have you received my payment?

If you pay by card, Emma May will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order.

For Pay later in 3 installments, Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing.

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 to the Klarna app or www.klarna.com /uk.

 

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

Once Emma May has received the return (partial or full) and you have received our 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, Klarna shall refund any payments collected, cancel any future scheduled payments and close your statement. You are always able to monitor the status of your order in the Klarna app.

 

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 us to check on your order and delivery status.

If you chose Pay later in 30 days, you have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is still no sign of your goods, please call us asap.

You can also contact Klarna’s Customer Service so that they can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

 

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

As soon as we have registered your cancellation or your return with Klarna, the refund will be processed within 5 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. If you have not paid your statement yet, then the refund will reduce the statement or cancel it completely.

 

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

You can log in the Klarna app or 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 app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.

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