Who is Klarna?

Klarna is a Swedish payment service provider that handles your payment from start to finish. Klarna facilitates payments for over 200,000 online retailers. Over 85 million customers worldwide have put their trust in Klarna to handle their payments securely.

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

You can spread the cost of your purchase over three equal payments if you pay later in three interest-free instalments. Each instalment payment will be deducted automatically from the debit or credit card you used at checkout The first instalment will be collected when your order is confirmed by PRENTA, and the second and third instalments will be collected 30 and 60 days later, respectively. You can always check the status of your payments in the Klarna app.

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

You must be at least 18 years old to use Pay later in three interest-free instalments. While this option is widely promoted, Pay later in three interest-free instalments is dependent on your financial situation. Our assessment will not affect your credit rating if you choose to pay later in three interest-free instalments.

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

Klarna is unique in that it allows you to pay later in three interest-free instalments based on a variety of factors such as order value, previous order history, and item availability. If you are 18 or older, you can increase your chances of receiving Pay later in three interest-free instalments by providing your full name, accurate address details, and shipping to your registered billing address. Each order is evaluated individually. Just because you have previously been accepted for a Klarna payment method does not guarantee that it will be offered for every order, and just because it is denied does not guarantee that it will be denied for all future orders.

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

If you want to pay later in three interest-free instalments with Klarna, you'll need to provide your mobile phone number, email address, current billing address, and a debit or credit card. We need your phone number in case we need to contact you. All correspondence will be sent to your email address. It is critical that you provide us with accurate information; otherwise, you will not receive your payment schedule or any updated order information.

Will a credit search take place against me?

Klarna may conduct so-called unrecorded enquiries (or soft credit searches) that do not affect credit scores and are visible only to you and Klarna but not to other lenders. Neither Klarna nor PRENTA conduct credit checks on you, which may affect your credit rating.

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

Although the option to pay later in three interest-free instalments is widely promoted, it is not always available. The Pay later in three interest-free instalments payment option is generated automatically by algorithms based on a variety of factors such as address details, cardholder details, order amount, online store, previous order history, and item availability.

What are my payment options with Klarna?

Your payment for Pay later in three interest-free instalments will be deducted automatically from the debit or credit card you used at checkout. When the order is confirmed, the first payment is taken. The second and third instalments are due 30 and 60 days after the first instalment, respectively. In the Klarna app, you can always see when your payments are due.

What happens if I cancel or return my order?

As soon as PRENTA have 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?

Klarna will automatically attempt to collect payment from the debit or credit card you entered at checkout for your Pay later in 3 interest-free instalments purchase at PRENTA. If we are unable to collect your payment on the scheduled due date, Klarna will attempt to collect payment automatically two days later. If this final payment attempt fails, Klarna will issue you a statement for the full amount of the outstanding order, which will become payable 15 days later.

Klarna will notify you when a payment is due two days before attempting to collect it, and you can always track the due date in the Klarna app at your leisure. Even if you have failed to pay on time, using Klarna's 'Pay later in 3 instalments' product will have no effect on your credit score.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 your Klarna account.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by PRENTA Group. 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 PRENTA 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 call PRENTA Group 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 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 5-7 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.

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 IN 30 DAYS

FREQUENTLY ASKED QUESTIONS

How does 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 your Klarna account.

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, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 30 days?

Klarna is unique and offers Pay later in 30 days 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 by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later in 30 days before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

Will a credit search take place against me?

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 PRENTA Group 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.

What are my payment options with Klarna?

You can pay with debit or credit card immediately in the checkout or take advantage of our 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. You can always monitor your outstanding payments in the Klarna app.

What happens if I cancel or return my order?

As soon as PRENTA have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

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

Payment is due 30 days after the item is shipped. To help you pay on time, we'll 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, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ products even if you have failed to pay on time.

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.

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 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. It's very important that you give us the correct details, as otherwise you will not receive the payment information.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by PRENTA. All transactions take place via connections secured with the latest industry standard security protocols.

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, PRENTA 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 your Klarna account.

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

Once PRENTA Group 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 call PRENTA Group 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.

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 FAQ’s, live chat and telephone options.

FINANCING

FREQUENTLY ASKED QUESTIONS

How does Financing work?

Spread the cost of your purchase into equal monthly payments with a certain % interest. Financing is a promotional plan on the Klarna Account.

How do I use Financing?

When you shop online, Klarna’s system reviews each order to determine which payment options are available to you. If Financing is offered, simply select this option. The first time you shop with Financing you will be asked to apply for a Klarna Account. If you’re approved Klarna will create an account for you and your order will be placed. Every time you shop with Financing after that, you only need to agree to the purchase and won’t need to sign up again. The order amount will be added to your Klarna Account as additional promotional plans. You can always monitor the payments due in the Klarna app.

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

If you have chosen to pay with Financing by Klarna, Klarna will send you an email with further details on how to pay.

Can I pay less than the amount owed each month?

You can at any time choose to pay your minimum payment instead of your interest-saver payment. Your monthly minimum payment is the amount to be paid to avoid incurring late fees on your Klarna Account. Should you choose to pay your minimum payment instead of your interest-saver payment this will mean you will lose your promotional plan offer and the remaining balance will start to incur interest at 18.9% APR (variable).

Do I need to be 18?

Financing is only available to people aged 18 or over and is an online exclusive payment method.

How do I manage my Klarna Account?

Log in to the Klarna App or Klarna.com/uk at any time day or night, to review your purchases and settle your monthly statement. If you need further assistance, you can contact Klarna’s Customer Service team.

How can I increase my chances of being accepted for Financing?

Klarna is unique and offers Pay later 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 by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

How is my statement sent?

If you chose to use Financing, we will send your monthly statement notification via email with instructions on how to make a payment and an overview of your Klarna Account. Once you have been landed on your Klarna Account overview page, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance. You can always monitor the active statements in Klarna app at your convenience.

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

If you want to make a purchase with a Klarna Account you need to provide your mobile phone number and your email address as well as name, billing address and your date of birth. Your 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 monthly statements and so be liable for late payment fees.

Is my payment information safe?

Payment information is processed securely by Klarna. No payment information is transferred to us or held by us. All transactions take place via connections secured with the latest industry standard security protocols.

How do I make a payment?

First, log in the Klarna app or in www.klarna.com/uk and visit your Klarna Account overview page. Then, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance. Should you have any questions or concerns when making a payment you can contact Klarna’s Customer Service.

I haven't received an email with my statement.

Please log in the Klarna app to view the statements or contact Klarna’s Customer Service via live chat or phone.

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.

What happens if I cancel or return my order?

As soon as PRENTA have accepted your cancellation/return, then Klarna will make any necessary adjustments to your balance and provide further help if needed.

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, we will credit the balance back to your Klarna Account within the next 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 your Klarna Account balance. If the Account ends up in a credit balance, this can be used towards future purchases or you can request it to be paid back by contacting Customer Service.

I've received my monthly statement and a payment is due, 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 the store and get an update on your order. You should also contact our 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 still have questions regarding payment.

Visit Klarna app Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.