Klarna FAQ

WHAT IS KLARNA?

Buy Now Pay Later

- 30 days to pay, no fees or interest if you pay within 30 days

- No account sign-up required

- You must be 18 or over. Subject to financial circumstances.

- No credit application

- Receive your goods first, pay later

- Klarna will email payment instructions to you

- Easy, Just select Pay Later at checkout

HOW DOES IT WORK?

When you select pay after delivery at the checkout you can purchase with one click without adding any payment details. Once confirmed, you will receive an email from Klarna explaining how to pay for your goods at a later date and we'll send out your order as usual. If you decide you're not happy with your order you can simply return it to us and the money will never leave your account.

I HAVE BEEN REDIRECTED TO KLARNA’S SITE, IS THAT CORRECT?

Yes, If you have chosen to Pay Later, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna's payment site where you can settle your payment to Klarna with your card or with a bank transfer.

WHO IS KLARNA?

Klarna is a payment service provider, from Sweden, who take end-to-end responsibility for your payment. They support 60 million consumers worldwide in over 70,000 online stores and are very safe to use.

HOW DOES IT WORK?

When you select pay later(Klarna) at the checkout you can purchase with one click without adding any payment details. Once confirmed, you will receive an email from Klarna explaining how to pay for your goods at a later date (30 days after purchase) and we'll send out your order as usual. 

I HAVE BEEN ASKED TO GO TO KLARNA'S SITE. IS THIS CORRECT?

If you have chosen to Pay Later (Klarna) 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. If you do not pay Klarna within the grace period, late fees may apply.

IF KLARNA GIVES ME THE OPTION TO PAY LATER WITHIN 30 DAYS, DOES A CREDIT SEARCH TAKE PLACE AGAINST ME?

Neither Klarna nor LIVE x MAINTAIN run credit searches against you that could impact your credit rating. Klarna may run a quotation search which is an enquiry which only you, and no other companies, can see and which does not affect credit scoring.

HOW DOES KLARNA PAY AFTER DELIVERY WORK?

After LIVE x MAINTAIN has sent your order, you will receive an email with payment instructions, telling you when you need to pay by 30 days after the order is shipped. If you do not have your email to hand, you can contact Klarna’s Customer Service here

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 and so be liable for delayed payment fees.

Am I eligible?

To use Klarna you must be 18 and have a reasonable credit history.

 To give Klarna the best chance of identifying you:

• Ensure your billing address is accurate and up to date.
• This should be where your utility bills, financial accounts, and vote are registered.
• Use your full name.
• Getting items shipped to your billing address will increase your chance of acceptance.
• Customers who are bankrupt and/or IVA are unlikely to be accepted.

Can I deliver to an address other than my billing address?

Yes. When selecting Klarna as a payment method, you can choose to deliver the goods to an address other than your billing address. At the checkout, you will be given the option to enter a separate delivery address. However, please note that Klarna is not available for our Click and Collect delivery service. Once an order has been placed, no amendment can be made to the order or the delivery address.

I’m having trouble placing an order with Klarna, what can I do?

Klarna may have rejected your application to pay on account due to one of the following reasons:

• Klarna may not have been able to check your details using the billing address you provided. You'll need to make sure that your billing address is the same address that your bank/credit cards are registered to.
• If you haven't used Klarna before and you're shipping to a different address to your billing address, the payment may be declined.
• You may have missed a required field at the checkout, such as filling in your Date of Birth.
• You may have outstanding payments on previous Klarna invoices.
• You may want to place an order for a smaller amount.
• Please note that Klarna are an independent payment company and LIVE x MAINTAIN have no influence over whether your payment with Klarna is accepted or not. If you have any trouble with your order, please contact Klarna Customer Service here

Don’t forget you can still use Debit/Credit cards, PayPal, ApplePay and GooglePay if you are unable to use Klarna.

IS MY PAYMENT INFORMATION SAFE?

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

WHY HAVE I NOT BEEN OFFERED PAY AFTER DELIVERY?

Although Pay Later is widely promoted it is not always universally available. The Pay Later method is automatically generated by algorithms that are dependent upon a number of factors including the amount of the order, the e-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 immediately with debit or credit card (Visa/Mastercard) in the checkout or take advantage of our Pay Later payment option, where you can pay for the goods once you have received them via debit or credit card.

HOW DO I PAY FOR MY ORDER?

If you have received your goods and want to pay, either log in at www.klarna.com or click the link from the email Klarna sent you regarding this order. If you cannot log in to pay, contact Klarna’s Customer Service here

HAVE YOU RECEIVED MY PAYMENT?

If you pay by card, LIVE x MAINTAIN will confirm your order right away. If paying by Pay Later, 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 at www.klarna.com.

WHAT SHOULD I DO IF I WANT TO CANCEL MY ORDER?

If you would like to cancel your order, we ask you to contact the store where you made your purchase.

I HAVE CANCELLED MY ORDER. HOW LONG WILL IT TAKE UNTIL I RECEIVE MY REFUND IF I PAID BY CARD?

As soon as the store have registered your cancellation or your return, the refund will be processed within 10 working days.

WITH PAY LATER, WHAT SHOULD I DO IF I WANT TO RETURN PART OR ALL OF MY ORDER?

If you are close to your Pay Later payment due date, you should also contact our Customer Service who will make any necessary adjustments to the statement and provide further help if needed.

WHAT HAPPENS TO MY INVOICE, WHEN I'VE RETURNED THE GOODS?

Once the store has received the return (partial or full) and you have received their confirmation of this, an updated statement will be closed.

I'VE RECEIVED AN INVOICE, BUT I'VE NOT YET RECEIVED MY GOODS

With Klarna’s Pay Later, 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 or email customer services to check on your delivery. You can also contact Klarna Customer Service so that they can postpone the due date on your payment.

HOW WILL I BE REFUNDED?

If you have paid for your order with card, the refund will be made back to the same card. If you paid using bank transfer, you will need to provide Klarna with your IBAN number in order for Klarna to make the repayment. If you have not paid the invoice yet, then the refund will reduce the invoice or cancel it completely.

WHAT IF I DON’T PAY ON TIME?

If you do not pay within 30 days of receiving your Klarna invoice you may be subject to charges; if you do not pay the balance within 30 days of receiving your invoice Klarna will send you a reminder, after your first reminder, if you do not pay the balance, Klarna will send you another reminder, followed by a third reminder after this if you have not paid the balance. If after your third reminder you have still not paid the balance your details will be passed to a debt collection agency which may affect your credit rating. In addition, each reminder may carry an additional charge of up to £8.

I STILL HAVE QUESTIONS REGARDING PAYMENT, CAN I SPEAK TO SOMEONE AT KLARNA?

Visit Customer Service for Live Chat or call 020 300 50833 Monday - Saturday 9.00 AM - 6.00 PM, closed Sunday.

MY APPLICATION WASN’T ACCEPTED BY KLARNA?

Unfortunately, Klarna is a third party payment service, therefore, LIVE x MAINTAIN have no control over the decisions made by the service. If you are not accepted by Klarna you can contact them directly as we are unable to help you.

Visit Customer Service for Live Chat or call 020 300 50833 Monday - Saturday 9.00 AM - 6.00 PM, closed Sunday.

For any questions regarding your payment please visit Klarna here.