Klarna

Klarna Frequently Asked Questions - Pay Later (in 3 instalments)

Who is Klarna?
Klarna is a secure payment service provider from Sweden, trusted by over 60 million consumers worldwide. They take full responsibility for your payment and support over 70,000 online stores globally, making it a safe and reliable way to pay for your purchases.

I have been asked to go to Klarna's site. Is this correct?
Yes, if you’ve chosen to Pay in 3 instalments, Klarna will send you an email with all the necessary details on how to complete your payment. The email will contain a link to Klarna, where you can settle the payment using your credit or debit card. Please note, if payment is not completed within the grace period, late fees may apply.

Does a credit search take place when I choose to Pay in 3 instalments
Neither Klarna nor de Savary London conducts a credit check that would affect your credit score. Klarna may run a quotation search, which is a soft check only visible to you and does not impact your credit rating.

How does Klarna's Pay In 3 instalments work?
With Pay in 3, you can split the cost of your purchase into 3 equal instalments. The first instalment is collected when your order is confirmed, and the remaining two are collected 30 and 60 days later, respectively, using the credit or debit card you entered at checkout.

Am I eligible for Pay Later in 3? 
To use Pay Later in 3, you must be at least 18 years old. While this option is widely available, approval is subject to your financial circumstances. Choosing Pay Later in 3 will not affect your credit rating.

How can I increase my chances of being accepted for Pay Later in 3? 
Klarna considers several factors when offering Pay Later in 3, such as order value, item availability, and your previous order history. To improve your chances, ensure your full name, accurate address, and billing address details are correct. All orders are assessed individually, so just because you were accepted for Klarna before doesn’t guarantee approval every time.

What do I need to provide when I make a purchase?
When using Klarna, you will need to provide your mobile phone number, email address, current billing address, and a valid debit or credit card. This information ensures that you receive your payment schedule and order updates.

Will a credit search take place against me? 
Klarna may conduct a soft credit search (unrecorded enquiry), which will not affect your credit rating. Neither Klarna nor de Savary London runs credit checks that could impact your credit score.

Why have I not been offered Pay Later in 3? 
Pay Later in 3 is not always available, as it depends on various factors, including your address details, order amount, item availability, and previous order history. While it’s widely promoted, availability is subject to Klarna’s algorithms.

What are my payment options with Klarna? 
Your payments will be automatically collected from the debit or credit card you used at checkout. The first payment is collected when your order is confirmed, and the second and third payments are taken 30 and 60 days later.

What happens if I cancel or return my order?
Once your cancellation or return is processed, Klarna will cancel any future payments and refund any amounts due.

What happens if I don’t pay for my order?
Klarna will attempt to collect the payment from your card. If the payment fails, they will make a second attempt two days later. If the second attempt is unsuccessful, Klarna will send a statement for the full outstanding amount, which will be due 15 days later. Klarna will notify you before each attempt.

Can I view my payment information on Klarna’s site?
Yes, you can view your Klarna purchases and payment schedule by logging into Klarna’s website at www.klarna.com/uk.

Is my payment information safe?
Yes, Klarna processes payment information securely using the latest industry standard security protocols. Your card details are never transferred to or stored by de Savary London.

Have you received my payment?
Klarna will notify you via email and push notifications when a payment is successfully collected or if there’s an issue. You can always check your payment status by logging into www.klarna.com/uk.

What happens if I return the goods? 
Once your return has been accepted by de Savary London, Klarna will update your payment schedule accordingly. If you return your full order, Klarna will refund any payments already made and cancel any future scheduled payments.

I've received a statement, but I've not yet received my goods.
Since de Savary London often operates on a pre-order model, dispatch can take up to 14 working days. If your goods haven’t arrived within this time, please contact us to check the status of your order. You can also reach out to Klarna’s Customer Service to request a postponement of your payment due date.

How long will it take until I receive my refund?
Refunds will be processed within 2-3 business days once your return is accepted and registered.

How will I be refunded? 
Refunds will be issued to the same debit or credit card you used at checkout.

I haven’t received an email with my payment statement.
You can view all your Klarna payment details by logging in at www.klarna.com/uk.

I still have questions regarding my payment. How can I get in touch?
For more information, please visit Klarna’s Customer Service page for a full list of FAQs, live chat, and telephone support options.