Delivery, returns, and cancellations

Please reach out to the merchant to find a solution that suits you. Once you have done this, make sure you report the return in the Klarna app or through our website here, so we can pause your payment until the merchant confirms they have the return. In order to do so, find the impacted order and select “Report a return”.

Returns are subject to the store’s return policy. To make a return, please contact the store where you made your purchase and be sure to read their return policy. Contact the store if anything about their return policy is unclear to you before sending back the goods. Follow these steps to make us aware that you’ve returned your order:

• Select the ‘Spending’ tab in the Klarna app or the Klarna website.
• Click on the purchase you’ve returned and scroll to the bottom of that page
• Choose ‘Report return’ and follow the instructions in the app (or on the webpage)

Completing these actions will allow us to pause upcoming payments for this order until the store has processed the return. We will reach out to you if the statement remains unchanged for 3 to 4 weeks.

The first step would be to make sure you’ve informed us about making a return. You can do this by completing the following steps. Select the ‘Spending’ tab in the Klarna app or on the Klarna website. Click on the purchase you’ve returned and scroll to the bottom of that page. Next choose ‘Report return’ and follow the instructions in the app. By doing this we will pause upcoming payments for the returned order.

We will process the return on your instalment plan once the store has confirmed they’ve received your return and has refunded the One-time card.

If the value of the return is more than the total amount due, then we settle the remaining payments first and refund you any remaining amount. If the value of the return is lower than the total amount due, then we will deduct it equally from any remaining instalments.

Your order will be shipped by the store from which you made the purchase. If you do not receive a shipping confirmation, please contact the retailer to obtain tracking information.

If your order did not arrive on the expected date, then please contact the store from which you made your purchase for tracking information. You can inform us that you haven’t received your order with the following steps. Select the ‘Spending’ tab in the Klarna app, or visit our website here. Click on the purchase you haven’t received and scroll to the bottom of that page. Next choose ‘Report a problem’ and follow the instructions in the app/website. By doing this we will pause upcoming payments for this order so you can contact the store for more information. Once you receive your purchase you can follow these same steps to resume the payment plan.

Cancellations are subject to the store’s cancellation policy. To cancel your order, please contact the store where you made your purchase. If you have an outstanding Klarna balance and your cancellation hasn’t been registered by the due date, please contact us for further assistance.