KLANA FAQ
Here you will find answers to questions about our payment method KLARNA. You can find information on both PAY LATER and SLICE IT.
To use KLARNA, simply checkout as normal and select the KLARNA option that you would like to choose at checkout.
Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smooth payments to more than 70,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.
PAY LATER AND SLICE IT
How does Pay later work?
Once your order is confirmed, you will 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
How does Slice it work?
Spread the cost of your purchase into equal monthly payments with 0% interest. Slice it is a promotional plan on the Klarna Account.
How do I use Slice it?
When you shop online, Klarna’s system reviews each order to determine which payments options are available to you. If Slice it is offered, simply select this option. The first time you shop with Slice it you will be asked to apply for a Klarna Account. If you’re approved Klarna will create an account for you and your order will be placed. Every time you shop with Slice it after that, you only need to agree to the purchase and won’t need to sign up again. The order amount will be added to your Klarna Account as additional promotional plans.
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 or Slice it?
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.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna, you'll need to provide your mobile phone number and your email address. The mobile number is required in case we need to reach you. All statements will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive the payment information and so will be liable for delayed payment fees.
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 LOVE MY APPAREL 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.
How is my statement sent?
If you chose to use Slice it, we will send your monthly statement notification via email with instructions on how to make a payment and an overview of your Klarna Account. Once you have been landed on your Klarna Account overview page, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance.
How do I make a payment with Slice it?
First, log in at www.klarna.com/uk and visit your Klarna Account overview page. Then, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance. Should you have any questions or concerns when making a payment you can contact Klarna’s Customer Service here.
What happens if I cancel or return my order?
As soon as LOVE MY APPAREL have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment.
Can I pay less than the amount owed each month with Slice it?
With Slice it, you can at any time chose to pay your minimum payment instead of your interest-saver payment. Your monthly minimum payment is the amount to be paid to avoid incurring late fees on your Klarna Account. Should you chose to pay your minimum payment instead of your interest-saver payment this will mean you will lose your promotional plan offer and the remaining balance will start to incur interest at 18.9% APR (variable). It’s up to you.
What happens if I don’t pay for my order with Pay Later?
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 or Slice it, 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 LOVE MY APPAREL. 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, LOVE MY APPAREL will confirm your order right away. If paying with 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 LOVE MY APPAREL 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 email LOVE MY APPAREL at customercare@lovemyapparel.com 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 have asked for a refund. How will I be refunded with Slice it?
If you have paid for your order with card, the refund will be made back to your Klarna Account balance. If the Account ends up in a credit balance, this can be used towards future purchases or you can request it to be paid back by contacting Customer Service.
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 for a full list of FAQ’s, live chat and telephone options.