KLARNA FAQ - Frequently Asked Questions

Pay later (in 3 instalments)

Frequently Asked Questions

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the
provider of Smoooth payments to more than 170,000 online stores. Over 60 million consumers worldwide have trusted
Klarna to securely handle their payments.

How does Pay later in 3 work?

Pay later in 3 will allow you to spread the cost of your purchase over 3 equal payments. The payment for each
instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment
will be collected when your order is confirmed by [LATELITA] and instalments 2 and 3 are scheduled 30 and 60 days
later, respectively.

Am I eligible for Pay later in 3?

To use Pay later in 3 you must be at least 18. Whilst this option is widely promoted, Pay later in 3 is subject to your
financial circumstances. When choosing Pay later in 3, our assessment will not affect your credit rating.
How can I increase my chances of being accepted for Pay later in 3?
Klarna is unique and offers Pay later in 3 based on a number of factors such as the order value, previous order history
and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 by ensuring you
provide your full name and accurate address details and shipping to your registered billing address. All orders are
assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will
be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3, you'll need to provide your mobile phone number,
email address, current billing address and a debit or card card. The mobile number is required in case we need to reach
you. All communications will be sent to your email address. It's very important that you give us the correct details, as
otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only
visible to you and Klarna, but not visible to other lenders. Neither Klarna nor [LATELITA] run credit searches against
you that could impact your credit rating.

Why have I not been offered Pay later in 3?

Although Pay later in 3 is widely promoted it is not always universally available. The Pay later in 3 payment option is
automatically generated by algorithms that are dependent upon a number of factors including address details,
cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?

Payment for your Pay later in 3 will automatically be collected from the debit or credit card you entered at checkout.
The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days,
respectively, after the first instalment.

What happens if I cancel or return my order?

As soon as [MERCHANT] have accepted your cancellation/return, Klarna will cancel any future scheduled payments as
well as refund any amounts due.
What happens if I don’t pay for my order?
Klarna will automatically attempt to collect your payment for your Pay later in 3 purchase at [MERCHANT] from the
debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna
will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail,
Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna
shall notify you when a payment is due two days in advance of attempting to collect your payment.

I have been asked to go to Klarna's site. Is this correct?

You can view all of your Klarna purchases and payment schedule simply by logging onto Klarna.com/uk.

Is my payment information safe?

Can I pay before the due date?

No, this is not currently possible for Pay later in 3 purchases.

Have you received my payment?

Klarna will notify you via email and push notification when a payment is due and when this has successfully be
collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received
payment confirmation, you can always check the status of your order and payments by logging in at
www.klarna.com/uk .
What happens to my statement, when I've returned the goods?
Once [LATELITA] has received the return (partial or full) and you have received their confirmation of this, an updated
statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full
return, we shall refund any payments collected and cancel any future scheduled payments.
I've received a statement, but I've not yet received my goods.
In the event that your goods have not been received please call [LATELITA] to check on your order and delivery
status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.
I have cancelled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business
days.
I have asked for a refund. How will I be refunded?
Refunds shall be issued back to the debit or credit card which was originally entered at checkout.
I haven’t received an email with my statement/payment information.
You can log in at www.klarna.com/uk , where you will find all of your orders and payment schedule information.
I still have questions regarding payment, how can I get in touch?
Visit Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

Pay later (invoice 30 days)

Frequently Asked Questions

Who is Klarna?

How does Pay later work?

Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then
have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience,
with no extra cost. You can pay via credit or debit card at www.klarna.com/uk

Am I eligible for Pay later?

To use Pay later you must be at least 18. Whilst this option is widely promoted, Pay later is subject to your financial
circumstances. When choosing Pay later, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later?

Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and
item availability. If you are 18 or over, you can improve your chances of being offered Pay later by ensuring you provide
your full name and accurate address details and shipping to your registered billing address. All orders are assessed
individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, as
it is denied does not mean it will be denied for all future orders.
Will a credit search take place against me?
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only
visible to you and Klarna, but not visible to other lenders. Neither Klarna nor [LATELITA] run credit searches against
you that could impact your credit rating.

Why have I not been offered Pay later?

Although Pay later is widely promoted it is not always universally available. The Pay later method is automatically
generated by algorithms that are dependent upon a number of factors including amount of order, the online store,
previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or
debit card at the checkout.

What are my payment options with Klarna?

You can pay with debit or credit card immediately in the checkout or take advantage of our Pay later payment option,
where you can pay for the goods once you have received them via credit card or debit card. #

What happens if I cancel or
return my order?

As soon as [LATELITA] have accepted your cancellation/return, then Klarna will cancel the
statement or refund your payment.

What happens if I don’t pay for my order?

Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is
due – you'll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. If you fail to pay
Klarna for your order, your credit score will be affected.

I have been asked to go to Klarna's site. Is this correct?

If you have chosen to Pay later, Klarna will send you an email with further details on how to pay. Your email will contain
a link to Klarna where you can settle your payment with your credit or debit card.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna you need to provide your name, address and email address. For some
orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email
address, including payment reminders and links to your online statements. It's very important, that you give us the
correct details, as otherwise you will not receive the payment information.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by [LATELITA]. All
transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date? You can pay for your order at any point after you receive the email from Klarna with the
details of your payment on. Just follow the instructions on this email to pay for your order.

Have you received my payment?

If you pay by card, [LATELITA] will confirm your order right away. If paying by Pay later, Klarna will send you a
payment confirmation to the email address that you have used for your order. If you have made a payment but not
received the payment confirmation, you can always check the status of your order and payments by logging in at
www.klarna.com .

What happens to my statement, when I've returned the goods?

Once [LATELITA] has received the return (partial or full) and you have received their confirmation of this, an updated
statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed.
I've received a statement, but I've not yet received my goods.
You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your
goods, please call [LATELITA] to check on delivery. You can also contact Klarna’s Customer Service so that we can
postpone the due date on your payment.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

I have asked for a refund. How will I be refunded?

If you have paid for your order with card, the refund will be made back to the same card. If you have not paid the
statement yet, then the refund will reduce the statement or cancel it completely.
I haven’t received an email with my statement/payment information.
If you do not have your statement number to hand you can log in at www.klarna.com/uk, where you will find all of your
orders and be able to make payments.

I still have questions regarding payment, how can I get in touch?

Visit Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.