Klarna FAQ

 

PAY IN 3

How does Klarna's Pay in 3 work?

Pay later in 3 interest-free instalments will allow 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 KITRI Studio 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?

You must be a UK resident, over 18 years old and have a valid payment card to use Pay in 3. When we say ‘valid payment card’, we mean the card must be in your name, and must not have expired. You should also make sure the card you use has enough money available to cover all the instalments.

Pay in 3 is a credit product. It’s Klarna's decision whether or not we start a credit agreement with you. 

 

How do I Pay in 3 instalments?

With Pay in 3, you can pay for something you buy by dividing the cost into three equal instalments. At checkout, you’ll see an option to ‘Pay in 3 interest-free instalments’. When you choose this option, just enter your card details to complete your purchase. There won’t be any interest, fees or charges for using a debit or credit card by Klarna. Although your bank might charge you interest or other fees on top if you pay using an interest-bearing credit card, for example.

 

Are there any alternative options for paying off my balance?

Yes, you are able to make payment early through the Klarna App by paying by card immediately or you can request our bank account details from Klarna’s Customer Services team for direct bank transfer. If a payment is made earlier, and the balance cleared we will not continue charging your card.

 

Which cards does Klarna accept?

Klarna accepts most cards except prepaid cards. We may also not accept a card that’s due to expire in the near future. We’ll let you know at checkout if your card hasn’t been accepted. 5. What if something goes wrong? Klarna offers consumers Buyer Protection which means for example that you as a consumer do not have to pay for the ordered goods until you have received them, and that Klarna will assist you with problems related to your purchase. For more information and instructions please go to: https://www.klarna.com/uk/buyer-protection-description/.

 

When will Klarna take my payments?

At the point of purchase we’ll freeze the first of your three instalments on your card. This means you won’t be able to spend this money on anything else. Once we've received confirmation that your items have been shipped, or that the order has been processed, the first of your three payments will be taken from your card automatically using the frozen amount. You’ll be able to see this on your card statement. If your items are not shipped, we’ll unfreeze or refund your money and you’ll be able to spend it again. This may take a few days depending on which bank you’re with. The second payment will be taken 30 days after the first payment, and the last one 60 days after the first payment. We’ll charge your card automatically when your payment is due so you don’t have to pay us back manually or worry about missing a payment. The dates these payments are due will be sent to you by email, and you’ll be able to check them in our app. Sometimes the shop (instore or online merchant) doesn’t charge you for your whole order all at once. They might do this if they ship your items at different times. If this happens, we’ll make a new Pay in 3 3 plan for each part order they make. Each of these order parts will have its own due date, depending on when the shop confirms that part of your order.

 

What happens if my card is cancelled, or my card details change?

If your card is cancelled, you’ll still have to pay us any money you owe as soon as we ask you to. If your card details change between your purchase and your final payment, you must tell us your new details. You can do this online. If you don’t give us this information, we might ask the bank for your details.

 

What happens if I cancel my order?

Your cancellation is subject to the store’s cancellation policy, so you need to check the store’s website for information on their cancellation policy and instructions on how to cancel an order and return the good(s) if already received. If your next payment or due date for the cancelled order is approaching, you can pause billing by choosing that order in the Klarna App and click “Report a problem”. Once the store has confirmed the cancellation or return, Klarna will update your payments accordingly as well as refund any amounts due. Refund processing times to you may vary and can take up to 14 days depending on the consumer’s bank. If you cancel your order, we’ll cancel any outstanding payments and pay back any amounts we’ve already taken from your card. We’ll do our best to pay you back as soon as we can. If you want to return part of your order, we’ll take the amount from your outstanding balance. It won’t count as a payment, so you’ll need to continue making your payments on the dates they’re due until your balance is paid in full.

 

How and when will I receive my refund?

Refunds for Pay in 3 are processed in different ways. It depends on the status of your payment schedule, how much you’ve paid and if the merchant has processed a full or partial refund.

Full refund.

If you’re due a full refund, we’ll cancel any remaining payments and refund anything you’ve already paid to the card you used to make the payment. Partial refund If you’re due a partial refund that’s more than the remaining balance on your order, we’ll deduct the amount from the outstanding balance first. We'll then refund the difference to the card you used to pay off the purchase. If the partial refund is less than the remaining balance on your order, we’ll deduct the amount from the outstanding balance. We’ll then spread the remaining balance evenly over the remaining payments.

 

What happens if you can’t take an instalment because I don’t have enough money on my card?

If we can’t take the first instalment from your card, we’ll let you know, and try up to two times again to take the money. We’ll let you know when we’re going to try again, so you’ll have plenty of time to put some money onto your card to make the payment. If we can’t take the money from you after two attempts, we’ll roll the missed payment over to the second instalment. If we can’t take the second instalment, we’ll give you a few days to update your card details or make sure there’s enough money on your card. If we still can’t take payment after two more attempts, we’ll roll over the payment to the next and final instalment. If we still can’t take the payment, we’ll try again twice. If we’re still not successful, we might ask you to pay the outstanding amount directly or use a debt collection agency to collect the money for us. A debt collection agency is an FCA regulated company used by Klarna to recover funds that are overdue. Klarna will always get in touch with you before charging your card. We will also contact you if we roll over a payment to the next due date or if we have to use a debt collection agency. Not paying your instalments on time might also mean you can’t use Klarna in the future. We will report information to credit reference agencies about the payments you make, and about any payments that you fail to make on time. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit from Klarna and other lenders in the future.

 

Will using Pay in 3 affect my credit score?

We might carry out a limited credit search on you at a credit reference agency. This is a ‘soft credit check’, and won’t affect your credit score, but we will report information to credit reference agencies about the payments you make, and about any payments that you fail to make on time. Failure to pay on time might affect your ability to obtain credit in the future from Klarna and other lenders. More information about reporting to credit reference agencies can be found in Klarna's Privacy Notice.

 

Do you charge late fees?

We will charge you a late fee if you do not pay us up to 14 days after your 2nd or 3rd instalments are due. We’ll attempt up to three times to charge your card within this time. If we are still not able to collect payment from you, we will charge you a late fee. You will not be charged a late fee if we collect payment or you pay us before then. We’ll send you plenty of friendly reminders so you can make sure you’ve got enough money on your card before we collect payment from you. If your order is £30 or more, we will charge you a late fee of £5. If you only receive part of your order and the total value is £20 or less, the late fee will only be 25% of the purchase price of the order. For example, if your order’s total value is £16, you will be charged a £4 late fee, which is 25% of £16. You will only be charged a maximum of one late fee per instalment. We won’t charge you a late fee if you have less than £1 left to pay. We may delay or decide not to charge you late fees. If we do not enforce our rights against you for late fees, this will not stop us enforcing those rights at a later date. If you think late fees have been charged in error, please contact Klarna Customer Services.

 

How does Klarna store my card details and my personal data?

We store your card details on our systems when you shop with us. We’ll use these details to approve future payments. Unless you opt out, we may also use this information to fill out your card details for your convenience when you buy things in the future. You can manage your cards online. If Klarna gets updated card details from your bank, we might also store this information on our system. We use your personal data to identify you and to carry out customer analysis, credit assessments, credit reporting to credit reference agencies, marketing and business development. We might also 6 share your data with some partners (such as credit reference bureaus), which might be based outside of the UK. Please see our Privacy Notice here for more information about your rights, how you can get in touch with us, or to complain. By using Klarna’s services you confirm that you’ve read this notice.

 

How do I make a complaint?

You can make a complaint through our customer service webpage using our live chat feature, or by calling us on (+44) 0808 189 3333. We try to handle all complaints as quickly and smoothly as possible. You cannot make a complaint to the Financial Ombudsman Service about Pay in 3. If you’re not happy with our response, you can contact Klarna’s Complaints Adjudicator. Use the form provided alongside your final response. You can find our full complaints information here.

 

Transfer of rights

This is a credit agreement between you and Klarna. You can’t transfer your rights or obligations to anyone else unless you get our permission first. We can transfer these terms, or any rights and obligations you have under them, at any time. We don’t need to ask for your consent to do this, unless transferring would harm your rights and responsibilities. This means we have the right to transfer the credit agreement to another provider without asking you

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. It is only available on orders £145+ at www.kitristudio.com (UK store). 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.

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

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 KITRI Studio. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?

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 a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

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

Once KITRI Studio has received the return (partial or full) and you have received their 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, we shall refund any payments collected and cancel any future scheduled payments. 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 contact KITRI Studio to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we 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 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 or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

 

PAY LATER

How does Klarna's Pay Later in 30 days work?

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?

You must be a UK resident, over 18 years old and have a valid payment card to use Pay Later. When we say ‘valid payment card’, we mean the card must be in your name, and must not have expired. You should also make sure the card you use has enough money available to cover your payment. Pay Later is a credit product. It’s our decision whether or not we start a credit agreement with you.

How do I Pay Later? 

With Pay Later, you can pay for something you buy up to 30 days from the order placement or shipment of your goods or when services you have purchased become available. We will send you a payment reminder with details on how to make payment to us directly, or if you have opted in for autopay notify you of any upcoming payments that will be withdrawn on due date. If you’d like to pay off your balance before the 30 days is up you can make a payment early through the Klarna App by paying by card immediately.

What if something goes wrong?

Klarna offers consumers Buyer Protection which means for example that you as a consumer do not have to pay for the ordered goods until you have received them, and that Klarna will assist you with problems related to your purchase. For more information and instructions please go to: https://www.klarna.com/uk/buyer-protection-description/

What happens if I cancel my purchase?

If you cancel your purchase, we’ll cancel your outstanding payment that’s due. If you want to return part of your order, you’ll only have to pay for the goods you want to keep..

What happens if I fail to pay for my purchase?

It is important that you complete your payment for your purchase no later than on the communicated due date. You can manually make a payment in the Klarna App using your card. If you have opted in for autopay, Klarna will try to automatically withdraw the amount due on the due date. Klarna will notify you prior to the upcoming payment. If we can’t take the payment from your card, we’ll let you know, and try again one more time to take the money. We’ll let you know when
we’re going to try again, so you’ll have plenty of time to put some money onto your card to make the payment.

If we can’t take the money from your card on the due date or on when we try again 7 days later, we will ask you to pay the outstanding amount directly in full. If you do not pay, we may use a debt collection agency to collect the money for us. A debt collection agency is an FCA regulated company used by Klarna to recover funds that are overdue. Klarna will always get in touch with you before attempting to collect a payment from your card. We will also contact you if we plan to use a debt collection agency to recover the outstanding amount.

Not paying on time might also mean you can’t use Klarna credit products in the future. We will report information to credit reference agencies about the payments you make, and about any payments that you fail to make on time. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit from Klarna and other lenders in the future. 

Will using Pay Later affect my credit score?

 

No. Klarna might carry out a limited credit search on you at a credit reference agency. This is a ‘soft credit check’, and won’t affect your credit score, or your chances of using credit in the future. You’ll be able to see it on your credit file, but no one else will. We will report information to credit reference agencies about the payments you make, and about any payments that you fail to make on time. Failure to pay on time might affect your ability to obtain credit in the future from Klarna and other lenders. More information about reporting to credit reference agencies can be found in Klarna’s Privacy Notice.

Do you charge late fees? 

We will charge you a late fee if you do not pay us within 7 days after your payment is due. If you have opted into autopay, we’ll retry to charge your card once within this time. If we are not able to collect payment from you after the retry or you do not pay us manually then a late fee will be applied. You will not be charged a late fee if we collect payment or you pay us before then.

We’ll send you plenty of friendly reminders so you can make sure you’ve got enough money on your card before we collect payment from you or so you don’t miss your due date. If your order is over £20, we will charge you a late fee of £5. If you only receive part of your order and the total value is £20 or less, the late fee will only be 25% of the purchase price of the order. For example, if your order’s total value is £16, you will be charged a £4 late fee, which is 25% of £16.
You will only be charged a maximum of two late fees per Pay Later order. We won’t charge you a late fee if you have less than £1 left to pay. We may delay or decide not to charge you late fees. If we do not enforce our rights against you for
late fees, this will not stop us enforcing those rights at a later date. If you think late fees have been charged in error, please contact Klarna Customer Services.

How does Klarna use my personal data?

We use your personal data to identify you and to carry out customer analysis, credit assessments, credit reporting to credit reference agencies, marketing and business development. We might also share your data with some partners (such as credit reference bureaus), which might be based outside of the UK. Please see our Privacy Notice here for more information about your rights, how you can get in touch with us, or to complain. By using Klarna’s services you confirm that you’ve read this notice.

How do I make a complaint? 

You can make a complaint through Klarna customer service webpage using our live chat feature, or by calling us on (+44) 0808 189 3333. We try to handle all complaints as quickly and smoothly as possible. You cannot make a complaint to the Financial Ombudsman Service about Pay Later. If you’re not happy with our response, you can contact Klarna’s Complaints Adjudicator. Use the form provided alongside your final response.

Transfer of rights

This is a credit agreement between you and Klarna. You can’t transfer your rights or obligations to anyone else unless you get Klarna's permission first. Klarna can transfer these terms, or any rights and obligations you have under them, at any time. They don’t need to ask for your consent to do this, unless transferring would harm your rights and responsibilities. This means Klarna have the right to transfer the credit agreement to another provider without asking you.

Can I pay before the due date?

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.

Have you received my payment?

If you pay by card, KITRI Studio 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. 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 KITRI Studio has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. 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.

You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please contact KITRI Studio to check on delivery. You can also contact Klarna’s Customer Service so that we 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 the store has registered your cancellation or your return, the refund will be processed within 5 business days.

I have asked for a refund. How will I be refunded?

If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

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

If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to make payments.