Who is Klarna?

Frequently Asked Questions about the “Pay in 3 Interest-Free Installments” Option

Klarna is a Swedish payment service provider that takes responsibility for your payments. Klarna is the provider of simplified payments for over 200,000 online shops. So far, more than 85 million customers worldwide have trusted Klarna with their payments.

How does the “Pay in 3 interest-free installments” option work?

“Pay in 3 interest-free instalments” allows you to spread the cost of your purchase over 3 equal payments. Payments for each instalment will be automatically charged to the debit or credit card you provide at checkout. The first instalment will be charged when your order is confirmed by [MERCHANT] and the second and third instalments will be charged 30 and 60 days later, respectively. You can always monitor your payment schedule ​in the Klarna app​.

Who is eligible for the “Pay in 3 interest-free installments” option?

To use the “Pay in 3 interest-free installments” option, you must be at least 18 years old. Although the “Pay in 3 interest-free installments” option is widely advertised,
is subject to your financial circumstances. If you choose to take advantage of the “Pay in 3 interest-free installments” option, our analysis will not affect your credit rating.

How can I increase my chances of being accepted for the “Pay in 3 interest-free installments” option?

Klarna is unique in offering the “Pay in 3 interest-free instalments” option based on a number of factors such as order value, order history and item availability. If you are over 18, you can increase your chances of receiving the “Pay in 3 interest-free instalments” option by ensuring you provide your full name and accurate address, and use your registered billing address for shipping. All orders are reviewed individually. Just because you have used the “Pay in 3 interest-free instalments” option previously does not mean you will be offered it for every order; and, if you

has been denied previously, it does not mean it will be denied for all future orders.

What does the user have to provide when making a purchase?

If you wish to make a purchase with Klarna using the “Pay in 3 interest-free instalments” option, you will need to provide your telephone number, email address, current billing address and a debit or credit card number. Your mobile number is required in case we need to contact you. All communication will be sent by email. It is very important that you provide us with the correct details, as otherwise your payment schedule and any order updates may not arrive.

Will a credit search be performed on the user?

Klarna may carry out so-called undocumented inquiries (or soft credit searches) which have no effect on your credit score and are only visible to you and Klarna, but are not visible to other credit institutions. Neither Klarna nor [MERCHANT] carry out credit searches against you that could affect your credit score.

Why is the “Pay in 3 interest-free installments” option not accessible to everyone?

Although the “Pay in 3 interest-free installments” option is widely advertised, it is not always available to everyone. The “Pay in 3 interest-free installments” option is automatically generated by algorithms that depend on a number of factors including the address, cardholder data, order total, online store,
the history of previous orders and the availability of the item.

What payment options are available with Klarna?

Payments for the “Pay in 3 interest-free instalments” option will be automatically charged to the debit or credit card you provide at checkout. The first payment will be charged when your order is confirmed. The second and third instalments will be charged 30 and 60 days after the first instalment respectively. You can always monitor your payment schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as [MERCHANT] accepts the cancellation or return, Klarna will cancel any future payments due and refund any amounts due. The return will be immediately visible in the Klarna app.

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

Klarna will attempt to take your payment for the “Pay in 3 interest-free instalments” at [MERCHANT] from the debit or credit card you provided at checkout. If we are unable to take your payment by the due date, Klarna will make a second attempt to take your payment automatically two days later. If this attempt is unsuccessful, Klarna will issue a statement for the full outstanding amount which will become payable 15 days later. Klarna will notify you when your payment is due two days before attempting to collect it and you can always monitor the due date in the Klarna app. If you do not pay on time using the “Pay in 3 interest-free instalments” option, your credit score will not be impacted.

The user was asked to go to Klarna's website. Is this correct?

You can view all your Klarna purchases and payment schedule in the Klarna app or by logging in at Klarna.com/uk.

Are my payment details safe?

Your payment details are processed securely by Klarna. No card details are transferred or held by [MERCHANT]. All transactions are made using connections secured by the latest industry security protocols.

Is it possible to pay before the due date?

Yes. Simply go to the Klarna app or go to Klarna.com/uk and pay in advance.

Was the payment successful?

Klarna will send you an email notification and a push notification from the Klarna app when a payment is due and has been successfully collected, or in the unlikely event that the payment has not been successful. If a payment has been made but no payment confirmation has arrived, you will always be able to check the status of your order and payments in the Klarna app or by logging into the website www.klarna.com/uk

What happens to my bank statement after I return my goods?

Once [MERCHANT] has received your return (partial or full) and you have received confirmation of receipt, Klarna will send you a statement with an updated payment schedule in the case of a partial return. In the case of a full return of goods, we will refund all payments collected and cancel all future scheduled payments. You can always track the status of your order in the Klarna app.

The user has received the statement but has not yet received the goods.

In the event that you have not yet received your goods, please call [MERCHANT] to check the status of your order and delivery. You can also contact Klarna Customer Service so that we can extend your payment due date or put your order on hold in the Klarna app until delivery.

The user has cancelled their order. How long will it take before I receive my refund?

Once the store has registered the cancellation or return, the refund will be processed within 5-7 working days.

The user has requested a refund, how will it be done?

Refunds will be made to the debit or credit card that was originally given at checkout.

The user has not received any email regarding his/her bank statement or payment information.

You can log in to the Klarna app or website ​www.klarna.com/uk​, where you will be able to find all your orders and scheduled payment information.

How can I contact Klarna if I have any further questions about payments?

Please visit the Klarna app or the ​Klarna Customer Service page​ for a full list of frequently asked questions, telephone numbers and live chat.