Do you have a loan with Klarna?
Service & Contract FAQs
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 reference 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 into your automated credit decision, you can contact Klarna by email.
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.
For any queries regarding your purchase, please contact the Retailer who is responsible for providing and delivering your goods.
We cannot take deposit payments over the phone. Please use the link provided to you when completing your credit application.
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 email. The email will be sent to the email address you provided when you applied for credit.
If you haven’t received an email 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.
Yes. Any overpayments you make will reduce the amount you pay us each month, and the term of your loan will remain the same. We will put this in writing and confirm your new revised payment schedule.
Unfortunately, we currently do not offer the option to change your payment date.
Virtual Lease Services for Klarna.
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.
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.
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.
Please contact our Customer Service team on 0333 321 6080 or via email. 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.
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.
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.
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.
You should always contact the Retailer who supplied you with the goods to try and resolve the matter in the first instance.
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
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 email which will also outline your new monthly payments.
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.
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 email 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.
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.
About Klarna and applying for credit
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.
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.
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.
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.
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.
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.
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.
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.
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.
Yes. A credit check forms part of the automated decision making process and is part of a responsible lending policy.
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 commitment to lend responsibly should be seen as complementary to customers’ own obligations to borrow responsibly.
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.
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.
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 email@example.com giving a concise description of the problem and attaching a screenshot if possible.
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.
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.
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 firstname.lastname@example.org Note: this only applies if you’re signing a regulated agreement, your retailer can confirm if this is the case.
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%.
Yes. You must have a UK bank account capable of accepting Direct Debits.
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 shown 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.
Your monthly repayments are collected by Direct Debit.
You have the right to repay all or part of the credit early at any time.
The total cost of the loan is shown clearly on the finance agreement.
If you default on your loan with Klarna and your agreement is transferred to a debt collection agency there will be a £25.00 fee added to your outstanding balance. This covers all administration costs associated with recovering the outstanding payment from you.
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.
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/.
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.
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.
Yes. Your credit application is treated in the strictest confidence. We will not contact your employers, bank or any other third party.
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