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Do you have a loan with Klarna?

Do you have a query about your Loan application or Loan (Fixed Sum Credit Agreement) with Klarna?   

If so, please refer to the ‘Frequently Asked Questions’ below for further information that may help answer your query.

Customer FAQ’s

Service & Contract FAQs

My application for credit has been declined, how do I find out why?

As responsible lenders, we take into account your personal circumstances to decide the appropriate level of finance to give you. We use credit scoring to help us do this. Credit scoring takes into account information provided directly by you and any information we may hold about you already. We also use information from credit references agencies. We have a commitment to act responsibly in providing finance to customers. We look at how customers meet their various debt repayments together with the total level of debt that a customer has. This includes available credit on cards. Our decision is based on the level of risk calculated for each applicant. If you would like someone to look at the automated credit decision, you can contact Klarna by email

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My application for credit has been cancelled, how do I get my deposit returned?

Any deposit payments made will be returned to your account within 3 working days. If you still wish to purchase the goods, you can use other forms of payment such as credit/debit card that are offered by the retailer.

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I haven’t received my order yet?

For any queries regarding your purchase please contact the Retailer who is responsible for providing and delivering your goods.

Can I pay the deposit for my goods over the phone?

We cannot take deposit payments over the phone. Please use the link provided to you when completing your credit application.

How will I know when my Credit Agreement has started?

Once we receive confirmation from the Retailer that your purchased goods have been dispatched, we will start your Credit Agreement and send you a welcome letter, including your payment schedule by e-mail. The email will be sent to the email address you provided when you applied for credit. If you haven’t received an e-mail within 10 days of receiving your goods, please check your ‘junk’ email box. If you still cannot find any documents, please contact our Customer Service team on 0333 321 6080 so that we can check we have the right contact details for you.

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How can I make a payment if my direct debit has failed?

Our preferred method of payment is Direct Debit, however, payments can be made by contacting our Customer Service team on 0333 321 6080 to pay by Debit or Credit card. If paying by Debit or Credit card, this must be in the agreement holders name and they must be present when making the call to us. Bank Transfer payments can also be made to: Sort Code: 60-40-08 Account Number: 42011167 Account Name: Virtual Lease Services for Klarna Please ensure your agreement number is quoted as the reference to ensure we can allocate your payment to your account.

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Can I make an overpayment?

Yes. Any overpayments you make will reduce the amount you pay us each month, the term of your loan will remain the same. We will put this in writing and confirm your new revised payment schedule.

Can I change my Direct Debit payment date?

Unfortunately, we currently do not offer the option to change your payment date.

What name will appear on my bank statement?

Virtual Lease Services for Klarna

Can I get a statement of my account?

If your credit agreement term is longer than 12 months we will send you an annual statement. If you need any additional statements or would like to know your remaining balance, please contact our Customer Service team on 0333 321 6080.

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My credit agreement has been paid in full. What happens now?

We will send you a closure letter. There is no need for you to cancel your Direct Debit as we won’t collect any more payments from you once your Agreement with us has come to an end. If however, you would still prefer to cancel your Direct Debit, please don’t cancel it until at least 5 working days after your final payment has been made. This is to allow sufficient time for the payment to clear through your bank.

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Can I transfer my agreement to someone else?

No, but if you need someone to help you manage your Agreement and act on your behalf, you can provide us with authority to do that by completing a 3rd party mandate form. For more information on this, please contact our Customer Service team on 0333 321 6080.

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If I’ve moved to a new house, changed my name, changed my bank or want to update any other information you hold about me, how do I do this?

Please contact our Customer Service team on 0333 321 6080. We can accept requests to update or change your details by telephone and via the email address you registered at the time of application. Depending on your request, we may ask for proof of identification. To change your bank details, if you are unable to speak to us to make this change, we will send you a Direct Debit mandate for completion and return.

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Can another person make payments on my behalf?

No. We’re unable to accept payments for your credit agreement unless they are made from a bank account, debit or credit card in your name.

I’m having difficulty with my monthly repayments, what do I do?

Please contact our Customer Service team on 0333 321 6080. We are here to help and will work with you to consider a reworkable payment plan.

There wasn’t enough money in my bank account to cover the Direct Debit, what happens now?

If your Direct Debit is still active, we will always make a second attempt to collect the payment, this is usually within 8 working days from our first attempt. When this happens, you will incur a £12 fee, as stated in your terms & conditions. We will notify you via email to let you know when this is going to be collected.

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If I’m not happy with the goods I’ve received, what should I do?

You should always contact the Retailer who supplied you with the goods to try and resolve the matter in the first instance.

I’m not happy with the service I have received from you, what should I do?

Please contact our Customer Service team on 0333 321 6080 or email us here. Providing good customer service is very important to us, so if we’ve done something you’re not happy with, please let us know

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I’ve returned part of my order, what happens now?

Once the Retailer has confirmed the returned goods are in the same condition they were received in we will adjust your payments accordingly. This will be confirmed via e-mail which will also outline your new monthly payments.

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I’ve returned all the goods or cancelled the order, what happens now?

Once the Retailer has confirmed the returned goods are in the same condition they were received in and/or cancelled the order, they will inform us. If you have made any payments to us, we will refund these to you within 10 business days. Any deposit you paid directly to the Retailer will be refunded by them.

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I want to keep the goods purchased but no longer want to continue with the finance agreement, what do I need to do?

You can exercise your right to withdraw from the credit agreement by notifying us of your intention within the first 14 days of the commencement of your Agreement. To do this, please e-mail here. As long as we then receive full repayment within 30 days of your withdrawal notice, you will not be charged any interest. Please note that the right to withdraw relates to the credit agreement only and does not relate to the purchase of your goods. If you decide that you want to pay off the outstanding balance after the 14 day withdrawal notice, please contact our Customer Service team on 0333 321 6080 and we will provide you with a settlement quotation.

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I think I may be a victim of fraud, what do I do?

First of all, contact Action Fraud on 0300 123 2040. Action Fraud will provide you with a Crime Reference Number. Once you’ve got this, please contact our Customer Service team on 0333 321 6080 and we will commence our investigations.

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How will you use my information?

This Privacy Notice sets out how your personal information is being handled by Klarna Bank AB (publ) following its acquisition of Close Brothers Retail Finance (“CBRF”) . “We”, “our” or “us” means Klarna Bank AB (publ) registered with the Swedish companies register under the registration number 556737-0431 with our main office located at Sveavägen 46, 111 34 Stockholm, Sweden. For the purposes of data protection law, we are a data controller in respect of your personal data. We collect and use your personal data and where applicable this may include information related to your spouse/partner, directors, partners and owners (your “representatives”). Klarna Bank AB (publ) is responsible for ensuring that it uses your personal data in compliance with data protection law. If you have any questions about this notice, about how we process personal data or about your rights over your personal data, our customer service specialists for data protection matters can be contacted through cs.uk@klarna.com or through our Data Protection Officer at Klarna, Sveavägen 46, 111 34 Stockholm, Sweden. This notice applies to any personal data we receive from you, create or obtain from other sources and explains how it will be used by us. It is important that you take the time to read this notice so that you understand how we will use your personal data and your rights in relation to your personal data. You can view the privacy policy here.

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Customer FAQ’s

About Klarna and applying for credit 

Who are Klarna?

Klarna Bank AB (publ) is authorised to provide financial services by Finansinspektionen (the Swedish Financial Supervisory Authority. Klarna is registered as a passported EEA firm with the Financial Conduct Authority for provision of cross-border financial services in the UK. Registered Office: Klarna Bank AB (publ) Sveavägen 46, 111 34 Stockholm. Organisation number: 556737-0431. If you have a query concerning an agreement with Klarna, you can contact them on 0333 321 6080 or email here For more information please visit our website

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How does the Klarna online gateway work?

When you apply for credit, Klarna securely captures, formats and assesses your application. If your application is approved, we keep the retailer updated as your order is processed and delivered.

How do I apply for credit?

Simply complete our credit application form then carefully read the agreement and related information. If you are happy to proceed, you can sign the Agreement and click a button to send it to us for an instant decision. If you are approved, we'll ask you to pay the deposit using a credit or debit card. Upon confirmation of the receipt of your deposit payment, we'll authorise the retailer to proceed with your order.

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How do I ask a question about the Credit Agreement?

If there is anything you do not understand or if you require any further information regarding your live Credit Agreement, please call Klarna on 0333 321 6080 or seek free, independent advice from organisations such as the Citizen Advice Bureau or the Consumer Financial Education Body.

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How long does it take to apply?

Our online application form typically takes less than 5 minutes to complete. Your application is then instantly received by us and we will typically respond with our decision in around 5 seconds. Some applications may take longer to process. If for any reason we can't give you an instant decision, we'll send you an email the moment we make a decision.

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I've been approved for credit and paid the deposit. What happens next?

We will authorise the retailer to process your order. The retailer will then notify us when they have delivered your order in full. We will then write to you to confirm the repayment amounts and schedule.

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What are the requirements for finance?

You have a good credit history. You are employed or retired and have considered your ability to afford and sustain the repayments. You are a permanent UK resident, over 18 and able to supply 3 years address history. You have a debit or credit card. You must have a UK bank account capable of accepting Direct Debits. The goods must be delivered to your home address. The deposit must be paid using a credit or debit card.

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Where do I obtain a VAT invoice?

We are not the business you have purchased from and therefore cannot supply a VAT receipt. Please contact the retailer you have purchased from and they should be able to assist you with your query.

Email communication problems?

With your permission, we will email you a copy of the Credit Agreement and other important information, updates to the status of your application and to confirm when your application is complete. We will send these emails to the email address you provide on the credit application form so please ensure you enter your address carefully. If you have not received any emails from us, please check your spam/junk mail filter.

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Why was I declined?

If you have a query about your credit decision, please email credit.uk@klarna.com

Will Klarna perform a credit check?

Yes. A credit check forms part of the automated decision making process and is part of a responsible lending policy.

What is responsible lending?

Responsible lending is providing credit, based on background checks and professional judgement, to people who can accommodate regular repayments without getting into financial difficulty. Before we offer credit, we will assess whether you feel you will be able to repay it. We endeavour to make our decisions as transparent and as objective as possible. Credit scoring is one of the decision-making tools we use: a technique used to assess the probability that customers can and will meet their financial commitments. Credit scoring uses data received from credit reference agencies. These systems help us make decisions about opening accounts and granting credit by using statistical techniques to measure the likelihood that a customer applying for credit will be an acceptable credit risk. It can also help to accelerate the decision making process. Our responsibility to lend responsibly should be seen as a complement to customers' own obligations to borrow responsibly.

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What is responsible borrowing?

Borrowing from a finance company can be a very useful way to smooth out the gaps between your income and expenditure. Sensible borrowing has empowered generations of people to buy goods and services that would otherwise be well beyond their reach. Used sensibly, borrowing money can be a very good tool for managing your finances, such as spreading the cost of a purchase over a number of months. The key is to remain in control of your money and to make sure that you do not over-stretch yourself.

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What if I have bad credit?

We use an automated credit check as part of our decision making process. If you have an adverse credit record it may affect the decision. To give yourself the best chance of acceptance, please ensure you complete the credit application form correctly. Please don't apply for credit unless you're sure you will be able to comfortably repay it.

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When I apply for credit I get an error. What should I do?

When you submit your credit application, we check the information you provide is valid and complete. We develop and test the software very thoroughly but sometimes errors can still occur. To report an error, please email cbrfcustomersupport@closebrothers.com giving a concise description of the problem and attaching a screenshot if possible.

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What if I have a complaint about Klarna?

f you would like to make a complaint about Klarna in relation to your Klarna Loan Agreement, in the first instance please contact us by post, email or telephone (see below). Our customer service team will aim to resolve any problems. Klarna Bank AB (publ), PO Box 235, Deeside, CH5 9ES. Telephone 0333 321 6080 or email cs.uk@klarna.com

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I have not yet received my goods/services

Klarna provides the online finance gateway for the site you made a purchase from, but is not the owner of the site. Please contact the retailer who owns the site you have purchased from and they will be able to assist you with your query. If you have already contacted your retailer and you have not received a response after 48 hours, please email Customer Support to open a support request.

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I have a question, problem or need to return my product

Klarna provides the online finance gateway for the site you made a purchase from, but is not the owner of the site. Please contact the retailer who owns the site you have purchased from and they will be able to assist you with your query. If you have already contacted your retailer and you have not received a response after 48 hours, please email Customer Support to open a support request.

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I am having trouble contacting my retailer

Please review your payment receipt sent by the retailer immediately after your purchase. When contacting the retailer, please quote the reference shown on your email receipt. If you are still having problems contacting the retailer and you have not received a response after 48 hours, please email Customer Support to open a support request.

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What if my enquiry is not answered by the FAQs?

If your enquiry cannot be answered by the FAQs, please email Customer Support to open a support request.

Why did you show me "Important Pre-contract Information"?

The Consumer Credit Act 1974 stipulates that we provide you with an explanation of your credit agreement, information about the agreement and a copy of the agreement itself. We supply this information to you when you commence the credit application process in order for you to review it before you enter into the agreement. We ask you to tick to confirm that you have read and understood this information before completing the credit application. Note: this only applies if you’re signing a regulated agreement, your retailer can confirm if this is the case.

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Can I cancel my credit agreement if I change my mind?

You have the right under section 66A of the Consumer Credit Act 1974 to withdraw from the agreement without giving any reason before the end of 14 days (beginning with the day after the day on which the agreement is made or, if later, the date on which we will tell you that we have signed the agreement). If you wish to withdraw you must give us notice in writing or by telephone or email. Klarna will be clearly shown on your credit agreement (see contact details below). Please note that if you do give notice of withdrawal, you must repay the whole of the credit without delay and in any event by no later than 30 days after giving notice of withdrawal. If you wish to pay by debit card please telephone us. If you wish to pay by cheque please send it to us at the address below by first class post. Please allow 10 working days from the day you post the cheque to allow time to process the payment. Klarna, PO Box 235, Deeside, CH5 9ES. Telephone 0333 321 6080 or email cs.uk@klarna.com Note: this only applies if you’re signing a regulated agreement, your retailer can confirm if this is the case.

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What Annual Percentage Rate (APR) will I be charged?

The APR is shown clearly on the credit summary (in the top right hand corner of the screen) and throughout the credit application process. It is also shown clearly on the credit agreement itself. The APR for interest free credit is 0%.

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Customer FAQ’s

Payments

Do I need a bank account?

Yes. You must have a UK bank account capable of accepting Direct Debits.

Do I need to pay a deposit?

Yes. If your credit application is accepted, you will be required to pay a deposit, using a credit or debit card. The amount of the deposit is show in the credit summary (displayed on the top left-hand side of the screen throughout the credit application form) and on the Credit Agreement itself.

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How do I repay the loan?

Your monthly repayments are collected by Direct Debit.

Can I pay my agreement off early?

You have the right to repay all or part of the credit early at any time.

How much does the loan cost?

The total cost of the loan is shown clearly on the finance agreement.

Are there any other charges?

If you miss a payment the total cost will increase as Klarna may charge you for any late payments and if the agreement is transferred to a debt collection agency. These charges include: £12.00 for each repayment that we do not receive from you on or before the due date; £12.00 each time we have to send you a letter chasing the arrears; £25.00 if we have to transfer your agreement to a debt collection agency; default interest on the unpaid amount will be charged from time to time until such an amount is paid, calculated daily at the rate of interest stated in the agreement; all reasonable costs and expenses we or our agents incur in trying to recover payment from you

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How long before I have to repay a loan?

We will write to you to confirm the date that your repayments will commence. The first payment is typically due 25-30 days following the date of delivery of your order.

What if I'm already in debt?

If you are already experiencing problems meeting existing financial commitments, please do not apply for credit. Further borrowing will only add to your commitments and repayments will commence within a month. If you need help with your debts, we recommend you talk to the Citizens Advice Bureau https://www.citizensadvice.org.uk/ or the Consumer Credit Counselling Service. https://www.citizensadvice.org.uk/

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Customer FAQ’s

Security

Is it safe to apply online? Will my details be secure?

Yes. It is extremely safe to apply online. Your personal information is encrypted before transmission to ensure it cannot be viewed by any unauthorised third party. The finance gateway uses proven techniques to ensure the security and integrity of sensitive data. Our public web servers are certified, ensuring that both the consumer and the retailer can have confidence that nobody can impersonate Klarna to obtain confidential information. Data storage on our systems and the communication between yourselves, Klarna and the retailer is regularly audited to the highest standards to ensure a secure transaction environment. This includes specific regular third-party testing for vulnerabilities and reviews of application security and access control procedures.

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What personal information do you need?

We require personal details like your name, address, phone numbers and income. Plus, your bank account and credit or debit card details. We need this information so we can be sure who's applying in order for the finance company to perform a credit check. To give yourself the best chance of approval, you should always ensure the information you give us is accurate and honest. For full details about the collection and potential uses of your personal details please refer to privacy policy.

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Do I have to provide ID?

Please note that for security measures the retailer may require a proof of ID after your application has been approved and your deposit has been paid. This step is to verify your transaction, and a check will be done on any ID provided. If your ID fails the check or you are unable to provide a valid proof of ID the retailer will speak with you.

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Is the application confidential?

Yes. Your credit application is treated in the strictest confidence. We will not contact your employers, bank or any other third party.

Samsung Related FAQs

I have not received my product

Please contact Samsung directly for any questions regarding your product.

I have a question, problem or issue related to my product

Please contact Samsung directly who can assist you with your query.

Where do I obtain a VAT invoice?

Please contact Samsung directly who can assist you with your query.