Nov 24, 20221 min read

We’re here to help.

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by Klarna

With the rising cost of food, heating and just about everything else, now is a challenging time for all of us. If you are feeling worried about your financial situation, remember, it’s OK to speak up and ask for help. You are not alone and we’re here to help. We understand you may feel worried about your finances and have questions for us, so below is some information and resources that can help you. If there is anything we haven’t covered, or, if you want to speak to us about anything, please reach out to us in the app or through our customer service page.

Need some extra time?

We recognise that circumstances change, and now more than ever lots of people are experiencing uncertain financial times. If you are worried about making a payment, or need a little extra time, we have a range of options available, which we have listed here.

If you are having difficulty paying on time and need help to discuss future payments, please do not hesitate to contact our customer service team. Together, we can discuss solutions and work to find the best option for you.

Cancelling an order.

If you wish to cancel an order you’ve placed, please reach out to the retailer that you purchased from to find a solution. Most cancellations are very straightforward as long as the retailer’s cancellation policy is followed. Once the retailer has cancelled the order we will cancel your payment and refund any paid amount. You can check your order status at any time in the Klarna app, and if you have any questions or concerns, you can chat with our Customer Service and provide them with your cancellation confirmation.

Returning an item.

If you need to make a return, please reach out to the retailer you purchased from and follow their return instructions. Make sure you keep any confirmation emails and tracking information. Then report the return in the Klarna app, so we can pause your payment until the retailer confirms they have received the return. In order to do so, find the order you want to return and select “Report a return”. It can take a little while for the retailer to process the return, but once they have done so you will receive an email confirmation as well as see an update to your order in the Klarna app. We have a lot more advice and support for you regarding your order in our Delivery & returns customer service pages

Getting help if you’re worried about your financial situation.

We understand that the cost of living crisis is affecting lots of people’s ability to manage their day-to-day spending. In the UK there are a number of places you can go for additional support and advice, which we have summarised below:

Dealing with money worries can be stressful, but you’re not alone. Remember that it’s ok to speak up and ask for help. If you are in need of additional support, or you want to speak to us about anything, please reach out to us via the app or through our customer service page.