Klarna FAQ's
Who is Klarna?
Pay later in 3 interest-free instalments Frequently Asked Questions
Klarna is a payment service provider from Sweden that takes end-to-end responsibility for your payment. Klarna supports payments to more than 200,000 online stores globally. Over 85 million consumers worldwide trust Klarna to securely handle their online payments.
What is the minimum order value to split my payments into 3?
Only orders with a value of £100 - £1000 are eligible for Pay later in 3. Klarna is currently not available to customers based in the Republic of Ireland.
How does Pay later in 3 interest-free instalments work?
Pay later in 3 interest-free instalments enables 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 used at checkout. Your first instalment will be collected when your order is confirmed by Voyage and the 2nd and 3rd instalments are scheduled 30 and 60 days later, respectively. You can easily monitor your payments’ schedule in the handy Klarna app.
Am I eligible for Pay later in 3 interest-free instalments?
To use Pay later in 3 interest-free instalments you must be at least 18 years old. Please note: Pay later in 3 interest-free instalments is subject to your financial circumstances. When selecting Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?
Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors, such as order value, previous order history and item availability. If you are 18 or over, you can increase your chances of being eligible for Pay later in 3 interest-free instalments by making sure that you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. If you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, if you are refused it does not mean it will be denied for all future orders.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.
What do I need to provide when I make a purchase?
If you wish to make a purchase using Klarna with Pay later in 3 interest-free instalments, you need to provide your mobile phone number, email address, current billing address and debit or card card details. Your mobile number is required in case we need to reach you. All communications will be sent to your email address. It's essential that you give us accurate details, otherwise you will not receive your payment schedule and any updated order information.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries, otherwise known as a soft credit search. This does not affect credit scoring and is only visible to you and Klarna, it will not be visible to other lenders. Neither Klarna nor Voyage run credit searches against you that could impact your credit rating.
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. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that depend upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.
What are my payment options with Klarna?
Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at the Voyage checkout. The first payment will be taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, following the first instalment. You can easily monitor your payments’ schedule in the Klarna app.
What happens if I cancel or return my order?
As soon as Voyage have accepted your cancellation/return, Klarna will stop any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately, you can keep track of this in the Klarna app.
What happens if I don’t pay for my order?
Klarna will automatically try to collect your payment for your Pay later in 3 interest-free instalments purchase at Voyage from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna willl notify you when a payment is due two days in advance of attempting to collect your payment. You can monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.
I have been asked to go to the Klarna site. Is this correct?
You can easily 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 safely and securely by Klarna. No card details are transferred to or held by Voyage. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
Yes, you can settle your balance at any time. 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 any activity takes place - if 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 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 Voyage 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 Voyage to check on the status of your order and 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 5-7 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.
REPUBLIC OF IRELAND CUSTOMERS
PLEASE NOTE - Klarna is not currently unavailable to customers in Ireland. Customers ordering from Ireland are not able to pay using Klarna checkout, however you can still pay via our standard payment methods, Visa, Mastercard, PayPal etc.