After the announcement on 4th January confirming another national lockdown to control the spread of Coronavirus, we, like many are preparing for another period of uncertainty.
We understand you might have questions about recent purchases, deliveries, returns, cancellations and repayments, so we have laid these out in more detail below. If we haven’t covered what you are looking for or you want to speak to us about anything, please reach out to us via our customer service page.
A lot of our merchants are currently experiencing shipping delays due to increased demand. Please use the tracking number provided by the merchant for the latest progress on your order’s estimated delivery. If after checking with the merchant, there was an issue with the order you can report a problem 24/7 in our app. When reporting your issue select “Report a problem” on the impacted order and then “I did not get my delivery”. This will pause the payment temporarily to give you time to resolve the issue with the merchant.
If you need to make a return but are unable to go to the post office, please reach out to the merchant to find a solution that suits you. Once you have done this, make sure you register the return in the Klarna app, 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”.
To protect people during the evolving COVID-19 outbreak, some merchants are cancelling certain services that you may have already purchased. Please reach out directly to the merchant to enquire about the status of your event, travel or product. More information on how to file a claim for physical goods not received can be found in Klarna’s buyers protection policy here.
Cancelling an order.
If you wish to cancel an order you’ve placed, please reach out to the merchant to find a solution. Even if the order has already been shipped, please make sure you report the return in the Klarna app so that we can pause your payment while the merchant confirms they have received the return. In order to do so, find the impacted order and select “Report a return”.
Paying on time.
We recognise that circumstances change, and now more than ever lots of people are experiencing uncertain financial times ahead. So to make sure you know who to contact if you’re worried, or if you need some extra flexibility we have information here regarding different solutions available.
Please do not hesitate to let us know if you are experiencing financial hardship, we can then work together to find the best solution for you.
Getting help if you’re worried about the financial impact of Coronavirus.
We understand that Coronavirus is affecting lots of people’s income and employment, as well as the ability to manage their money. In the UK there are a number of places you can go for additional support and advice, we have summarised these below:
- The Money Advice Service – have a dedicated page on coronavirus and your money offering free and impartial advice that might help you assess your financial situation.
- Citizens Advice Bureau – for specific advice if you can’t pay your bills because of coronavirus (here).
- StepChange Debt Charity – if you’re worried about your finances or existing debt solution, StepChance can help, find out more on Debt and Coronavirus here.
- IPSE (The Association of Independent Professionals and Self-Employed) are a great resource for Freelancers and are publishing ongoing advice on their blog.