Question 1

If my order didn’t go through, why does it look like my credit card was charged?

Accepted Answer

What you are likely seeing is what is called a 'Pending' Charge. This is the bank's authorization that there are enough funds available to place your order. The only thing your bank is verifying is that the credit card entered has the funds. We validate the billing address and card verification id for your own protection to try and ensure that the card is not being used fraudulently. As long as the credit card number is valid a 'Pending' charge will appear to hold those funds. Your card only gets charged when the actual product ships.

Question 2

What forms of payment are accepted online?

Accepted Answer

Our websites accept the following forms of payment: American Express, MasterCard, Visa, ApplePay and PayPal. Your credit card will be charged the day the merchandise is shipped. We currently do not accept checks, cash or money orders. We also offer a form of payment on installments through Klarna.

Question 3

Who is Klarna?

Accepted Answer

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 70,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

Question 4

I still have questions regarding payment, how can I get in touch with Klarna?

Accepted Answer

Visit Klarna’s Customer Service at www.klarna.com for a full list of FAQ’s, live chat and telephone options.

Question 5

Is my payment information safe with Klarna?

Accepted Answer

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

Question 6

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

Accepted Answer

If you have chosen to Pay over time, 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.

Question 7

Does Klarna impact my credit score?

Accepted Answer

Klarna may run a soft credit search that does not affect a customers credit score and is only visible on your credit file by you and Klarna. Neither Klarna nor we run credit searches that could impact your credit rating. This includes at the point of application, if a payment is missed, or if the outstanding balance enters a debt collection stage.

Question 8

Why have I not been offered Pay over time?

Accepted Answer

Although Pay over time is widely promoted it is not always universally available. The Pay over time 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.

Question 9

Will a Klarna credit search take place against me?

Accepted Answer

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 we run credit searches against you that could impact your credit rating

Question 10

How can I increase my chances of being accepted for Klarna Pay over time?

Accepted Answer

Klarna is unique and offers Pay over time 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 over time 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 over time 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.

Question 11

Am I eligible for Klarna Pay over time?

Accepted Answer

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

Question 12

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

Accepted Answer

If you want to make a purchase with Klarna, you'll need to provide your mobile phone number and your email address. The mobile number is required in case Klarna need to reach you. All statements will be sent to your email address. It's very important that you give Klarna the correct details, as otherwise you will not receive the payment information and so will be liable for delayed payment fees.

Question 13

What are my payment options with Klarna?

Accepted Answer

You can pay with debit or credit card immediately in the checkout or take advantage of our Pay over time payment option, where you can pay for the goods once you have received them via credit card or debit card.

Question 14

Can I pay before the due date with Klarna?

Accepted Answer

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 that email to pay for your order.

Question 15

How does Klarna Pay over time work?

Accepted Answer

Once your order's confirmed, you'll receive an email with payment instructions within two to three days from Klarna. 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 us and the remained installments are scheduled every 2 weeks.

Question 16

How do I use PayPal to make my purchase?

Accepted Answer

We offer an alternative secure payment method via PayPal. You can pay with PayPal without entering your debit or credit card details. Select PayPal as the payment method and follow the onscreen instructions. You will be redirected to PayPal where you need to choose the PayPal funding source you wish to use for your order. You will then receive two emails, one from PayPal to confirm your payment and one from us to confirm your order.

Question 17

Can I use PayPal without opening a PayPal account?

Accepted Answer

You can now pay with PayPal without the need to open an account. This means PayPal will not hold onto your details after purchase. PayPal limit the number of account free transactions to ten. Visit Paypal website for further information.

Question 18

How does Apple Pay work?

Accepted Answer

Before selecting Apple Pay as your payment method, make sure your device is correctly configured. Select the Apple Pay option as payment method. A pop up will display your credit card details and the amount to be confirmed. Once the payment is confirmed, you will be directed to the thank you page. To learn more about Apple Pay, please visit this page: https://support.apple.com/apple-pay

Question 19

What happens to my Klarna statement, once i have returned the goods?

Accepted Answer

Once we 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.

Question 20

I have asked for a refund on my Klarna payment. How will I be refunded?

Accepted Answer

If you have paid for your order with 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.

Question 21

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

Accepted Answer

If you do not have your statement number to hand you can log in at www.klarna.com, where you will find all of your orders and be able to make payments.

Question 22

Do you offer a Cash on Delivery payment option when the courier delivers my order?

Accepted Answer

We're sorry, but we don't currently offer cash on delivery. Accepted payment methods are listed below: Visa MasterCard American Express PayPal Apple Pay Buy now. Pay in 3 interest-free instalments with Klarna Important Security Information: To protect you and us from fraud, we also use a bank verification system that requires passwords and purchase authorization codes. We process your payment when you place your order. When you make a purchase, you have the option to save your payment details in your account for future use. We never save the CVV code, which you will be asked for each time you use a saved card. When you make a purchase, it is transmitted to our servers over a secure connection. The information is encrypted, and the subsidiary does not store or have direct access to your credit card details. This means that if your account were compromised, your card details would not be at risk. You can remove your payment details from your account at any time if you are a registered user. Log in to your account, select Account from the drop-down menu at the top right of the page, and under "Payment Methods," all the cards you have registered will be listed. Click "Delete" to remove any card from the database.

Question 23

When placing an order and entering my payment information I get an ’Authorization Error’ message. What does this mean?

Accepted Answer

An authorization error could mean several things. First, please be sure that all billing information is correct. You want to make sure that the postcode you entered matches the postcode on file for your billing address. Second, be sure to check the expiration date and card verification numbers on your card. Also, please be aware that we only accept MasterCard. American Express and Visa registered at US addresses for credit card payment. You may also pay using PayPal. If you are still receiving an error message and you feel that all of the information you are entering is correct, you may wish to contact your bank for further details. If you are using a debit card it's possible you may need to adjust your credit limit for larger purchases. At any point though you can contact customer support for further assistance.