Our promise.

Our commitments to you.

At Klarna we are committed to making your shopping experience as smoooth as possible. We are customer obsessed which means that we’re on a mission to change shopping and make it the best experience possible for you.

To explain this commitment and what you can expect from us at every step of your shopping journey, we’ve laid out all our promises to you, our customers, in one place, so that you have the confidence and feel supported, informed and safe when using our products.

Customers at our core.

  • Klarna will always put our consumers first. One of Klarna’s founding principles is being obsessed with doing the best for you, our consumers. We never want you to doubt that. If you see something you think we need to do or could do better to help our consumers you can get in touch here.
  • We will advocate for what is best for the consumer. As a fully licensed bank we work with regulation every day and uphold very high operating standards across our products and services but sometimes regulation does not keep pace with innovation and the services consumers want. We believe consumers deserve the highest protections no matter the provider or product they choose, as an industry leader we will fully support all initiatives and regulation we believe will meaningfully secure the best consumer outcomes across the entire sector.

What you see is what you get.

  • No hidden fees, charges or interest on our Pay Later products. For the financing product for larger items, we will always be clear and upfront about anything that is charged above the actual cost of your purchase. No surprises. No unexpected costs.
  • We are transparent about who we are. We want you all to have a clear idea of what you’re agreeing to when you use one of our products, so we try to use everyday language not legalese. So to be clear, to use any of Klarna’s products, customers must be over 18, pass our eligibility checks and be fully informed and aware of the implications of missed payments. Wanna know more? Our full T&Cs are here.
  • We promote our products responsibly. We constantly review our marketing to ensure we are using responsible messages. We produce guidelines for, and work closely with, all of our merchant partners to help ensure that they do the same and follow certain standards when promoting our products. If we see something wrong, we will immediately contact them on this.

We’ve got you covered.

  • We will only lend to you if we believe you can comfortably afford to make the payment. We conduct strict eligibility checks on each and every transaction. This is not an open line of credit. We constantly assess our lending criteria. This is because we do not ever want you to be in the position where you are worried about making Klarna payments. We exist to make your lives easier.
  • We will always help if you’re struggling with payments. Circumstances change, that is a fact of life. We’ve always had a policy of helping you if you need it - something we’ve only increased during this more difficult than usual year. If you are finding it difficult, you can freeze your payments and call our expert team to find the best plan tailored to you.
  • We have your back if your product is faulty or doesn’t arrive. Our Buyer’s protection policy applies to all purchases you make through Klarna, regardless of their value, and provides you with the comfort of knowing that if anything goes wrong with your purchase, we are there to fight your corner. We also protect you against fraud and have a dedicated team to help.

We want to make things better.

  • We aren’t perfect and we make mistakes. However we will always hold our hands up and admit when we got it wrong. We’re a growing company in a very quickly changing world. We want to change the way people pay, bank and shop and for the better. We know that what you love about it is our constant development and our exciting new features and products. While we might not always get everything right, all the time, we will always admit it and do our very best to fix it. If there is something we need to do better, tell us.