Klarna FAQs

Klarna is a payment service company based in Sweden that assumes full responsibility for your payment from start to finish. Smoooth payments by Klarna are offered across more than 130,000 online shops, and over 60 million shoppers around the world already rely on Klarna to process their payments safely.

As soon as your order is confirmed, Klarna sends you an email with the payment instructions within two days. From there you get 14 days to try your order on and only pay once you are happy with it. The payment is completed online whenever it suits you, at no extra cost. Credit or debit card payments can be made at www.klarna.com/uk

You need to be 18 or older to use Pay later. Even though this option is promoted widely, whether it is offered depends on your financial circumstances. If you pick Pay later, the assessment carried out will have no impact on your credit rating.

Klarna is unique in that it offers Pay later according to several factors, among them the value of the order, your previous order history and whether the item is available.

If you are aged 18 or over, you can boost the likelihood of being offered Pay later by giving your full name and correct address details, and by shipping to the billing address you have registered.

Every order is reviewed on its own. Having been given Pay later in the past does not guarantee it will appear on every order, and equally, being declined once does not mean it will be declined on all your future orders.

To buy with Klarna you will have to supply your mobile phone number along with your email address. The mobile number is needed in case we have to get in touch with you, and every statement is sent to your email address. Giving us the right details really matters — otherwise the payment information will not reach you and you would then be liable for late payment fees.

Klarna may carry out what are known as unrecorded enquiries (also called soft credit searches). These have no effect on credit scoring and can only be seen by you and Klarna — other lenders cannot see them. Neither Klarna nor Swan & Edgar performs credit searches on you that could affect your credit rating.

Pay later is promoted widely, but it is not universally available. The Pay later method is generated automatically by algorithms that depend on several factors, including the order amount, the online store, your previous order history and item availability. As an alternative, you can always finish your order by paying with a credit or debit card at the checkout.

You may pay straight away in the checkout using a debit or credit card, or make use of our Pay later option, which lets you pay for the goods by credit or debit card after they have reached you.

Once Swan & Edgar has accepted your cancellation or return, Klarna will either cancel the statement or refund what you paid.

Your payment falls due 14 days after the item ships. So that paying on time is easier, we let you know two days ahead of the due date — email reminders to pay will arrive — and if it becomes very late, a text message or a letter will follow as well. Should you fail to pay Klarna for your order, your credit score will be affected.

Yes. If Pay later is the option you chose, Klarna emails you with more detail on how to pay. That email includes a link over to Klarna, where your payment can be settled with a credit or debit card.

Buying with Klarna requires your name, address and email address. Certain orders may also call for your mobile number or your date of birth. Everything is sent to your email address, payment reminders and links to your online statements included. Supplying the correct details is very important — without them the payment information will not reach you.

Klarna handles payment information securely. Card details are never passed to Swan & Edgar nor stored by us. Every transaction runs over connections protected by the most recent industry standard security protocols.

Your order can be paid at any moment after Klarna's email with your payment details arrives. Simply follow the instructions in that email to pay for the order.

Paying by card means Swan & Edgar confirms your order immediately. With Pay later, Klarna sends a payment confirmation to the email address used on your order. If a payment went through but no confirmation arrived, the status of your order and payments can always be checked by logging in at www.klarna.com.

After Swan & Edgar has received the return, whether partial or full, and their confirmation has reached you, Klarna will send an updated statement in the case of a partial return. Where the return is full, your statement is closed.

There is no rush to pay right away — you have 14 days. If the due date is approaching and your goods are nowhere in sight, do get in touch with Swan & Edgar to check on the delivery. You can also reach Klarna's Customer Service so that the due date on your payment can be postponed.

Once the store has registered your cancellation or your return, the refund is processed within 5 business days.

Where your order was paid by card, the refund goes back to that same card. If the statement has not been paid yet, the refund will instead reduce the statement or cancel it altogether.

Without your statement number to hand, you can simply log in at www.klarna.com/uk, where all of your orders are listed and payments can be made.

Head to Klarna's Customer Service for the full list of FAQ's, live chat and telephone options.