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Klarna FAQ's

Shop now, pay later with Klarna.

General Questions

What is Klarna?

Founded in Stockholm, Sweden, Klarna is one of Europe's fastest-growing companies and a leading alternative payment provider. Klarna’s vision is to make shopping smoooth, adding value for consumers and retailers with unique payment options and superior customer experience.

Klarna has 3,000 employees across 17 countries, and is the pioneer in pay later options, trusted by 85 million shoppers and partnered with 205,000 merchants.

https://www.klarna.com/uk/about-us/

Am I eligible for Klarna?

To use Klarna you must be at least 18 years of age, have a UK payment credit/debit card & have a UK residential address. When choosing Klarna, their assessment will not affect your credit rating.

What do I need to apply for Klarna?

When applying for Klarna you will need a valid telephone number, email address, billing address and a UK payment credit/debit card.

How do I manage my Klarna account?

You can manage your orders & payments in the Klarna app. More information on this can be found at https://www.klarna.com/uk/klarna-app/.

Is my payment method safe and secure?

Yes, Klarna has strong anti-fraud controls in place to protect their customers and prevent fraudsters from making unauthorized purchases.

Will Klarna perform a credit check?

To use ‘Pay 30 days later’ or ‘Instalments’, a soft credit check is undertaken by Klarna. More information on this can be found at https://www.klarna.com/uk/blog/does-klarna-impact-my-credit-score/.

Can using Klarna impact my credit score?

As mentioned above, a soft credit check is performed when using Klarna. This does not leave a record on your credit file that will either impact your credit score or be visible to other lenders. More information on this can be found at https://www.klarna.com/uk/blog/does-klarna-impact-my-credit-score/.

What happens if I cancel or return my order?

As soon as we have registered your cancellation or return we will contact Klarna who will cancel any future scheduled payments as well as refund any amounts due.

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

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

Pay later questions

How does Klarna's Pay later work?

Apply for monthly financing during checkout. It’s a simple, 2-step application process with an instant decision. When approved, you can manage your payments and get payment reminders in the Klarna app.

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

To help you pay on time, Klarna will alert you two days before payment is due and, if very late, they’ll also send you a text or letter too. If you fail to pay Klarna for your order, your credit score could be affected.

I've been asked to go to the Klarna site to pay for my purchase. Is this correct?

If you have selected the Financing option, Klarna will send you an email with further details on how to pay. The email will contain a link to Klarna where you can settle your statement.

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

Log in to your Klarna account to tell them that you haven’t received your goods yet. You can also let them know by logging in to the Klarna app for iOS and Android, or by chatting with their customer service agents 24/7. Once you have reported that you haven’t received your order, you won’t need to make payment until the issue is resolved.

I want to see my agreement prior to sign up, where can I find it?

When selecting Financing at the checkout, you will be required to review and confirm the credit agreement prior to confirming information regarding your financial circumstances. An affordability assessment is then performed by Klarna which allows them to assess your ability to meet repayments under the credit agreement in a sustainable manner.

What is a representative Annual Percentage Rate (APR)?

A representative APR (Annual Percentage Rate) is the typical total cost of a credit product expressed as a percentage, spread over 12 months. The representative APR for a Klarna Account is 18.9% (variable) per annum. This is also the standard rate of interest that will apply to your purchases. More information on this can be found as https://www.klarna.com/uk/customer-service/what-representative-annual-percentage-rate-apr/

What is an Affordability Assessment?

When you choose the Financing option you will be asked to provide or confirm some details about your financial situation. Klarna will use this information to decide whether they think you are able to meet your repayment obligations.

Pay in 3 questions

How does Klarna's Installments work?

Split your purchase into three equal payments so you can spread the cost of your purchase over time. Enter the credit or debit card details of your choice and make automatic payments every 30 days. Your first instalment will be collected when your order is confirmed by the us, the merchant, and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. No interest or fees.

Am I eligible for Instalments?

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

Can I pay before the due date?

Yes! If you want to pay the outstanding balance of your Instalments purchase early, simply log in to the Klarna website or app, go to the order page and select “Pay off early”.

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

Klarna will automatically attempt to collect payment for your Instalments purchase from the card that you entered at checkout. You can find out when your payments will be taken in the email that you received at the time of purchase or by logging in to Klarna. If the automatic payment fails, they will try again after seven days. If this payment also fails, they will make another attempt after a further seven days (14 days after the date of the first attempt)

Your credit score will not be impacted by using Klarna’s Instalments product even if you have failed to pay on time.

Can I change the card used to make payment?

Your second and third payments will be automatically taken from the card that you entered during the checkout process. If you need to change the payment card, simply log in to the Klarna website or app, head to your Instalments order and select “Change card”, then enter your new card details.

What should I do if I am I being charged fees for using Instalments with my Credit Card?

Klarna have been made aware that some customers are being charged fees by their banks when using their Instalments product with a Credit Card.

If you bank with Tesco Bank, Halifax or Bank of Scotland and have spotted any additional charge on your purchase please contact your bank and raise a dispute. Klarna would also advise changing the card associated with your Instalments account to avoid further fees. You can do this at any time in the Klarna app or website. Simply, download the app and once you are logged in, select your Instalments order and hit the ‘change card’ button.

Klarna would like to make clear that Klarna is not charging this fee, it is the banks themselves. The root cause of the issue is thought to be that the card issuers are classifying Klarna’s Instalments product in a way that allows them to levy a cash advance fee according to their own terms and conditions. Klarna is working with providers to try and resolve this issue as soon as possible, but it will need to be a combined effort, as Klarna are unable to solve it alone.

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