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Klarna

Pay later in 30 days
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 smooth
payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their
payments.

How does Pay later in 30 days work?

Pay later in 30 days is a form of credit that allows you to delay payment of your purchase by 30 days. 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 in
Klarna.app or by logging into www.klarna.com/uk .

Am I eligible for Pay later in 30 days?

To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your
financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 30 days?

Klarna is unique and offers Pay later in 30 days 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 30 days 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 Pay later in 30 days before does not mean it will be offered for every order. In turn, if your application for
Pay later in 30 days is denied, it 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 [MERCHANT] run credit searches against you that could impact your
credit rating.

Why have I not been offered Pay later in 30 days?

Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days 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 in 30 days payment option,
where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding
payments in the Klarna app.

What happens if I cancel or return my order?

As soon as Lou-Lous have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The
return will be reflected in the Klarna app immediately.

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 a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. You
will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay
later in 30 days’ product even if you have failed to pay on time. If you fail to pay on time, you will be in default, and may be unable to
use Klarna’s services in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to
collect on our behalf. Debt collection agencies are used as a last resort.

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

If you have chosen to Pay later in 30 days, 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. You are always able to view payments instructions in the
Klarna app.

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 Lou-Lous. 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 or in the Klarna app to pay for your order.

Have you received my payment?

If you pay by card, Lou-Lous will confirm your order right away. If paying by Pay later in 30 days, 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 to the Klarna app or www.klarna.com /uk.

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

Once Lou-Lous 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. You are always able to monitor
the status of your order in the Klarna app.

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
Lou-Lous to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your
payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

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 a 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 into the Klarna app or 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 app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.

 

 

Pay later in 3 interest-free 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 smooth
payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their
payments.

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments is a form of credit which allows 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 Lou-Lous and instalments 2 and 3 are scheduled 30 and 60 days
later, respectively. You can always monitor your payments’ schedule in the Klarna app.

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free
instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not
affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest-free instalments 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 interest-free
instalments 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 Pay later in 3 interest-free instalments before does not
mean it will be offered for every order. In turn, if your application for Pay later in 3 interest-free instalments is denied, it 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 interest-free instalments, 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 Lou-Lous run credit searches against you that could impact your
credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free
instalments 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 interest-free instalments 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. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as Lou-Lous have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

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 a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. You
will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay
later in 30 days’ product even if you have failed to pay on time. If you fail to pay on time, you will be in default, and may be unable to
use Klarna’s services in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to
collect on our behalf. Debt collection agencies are used as a last resort.

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

If you have chosen to Pay later in 30 days, 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. You are always able to view payments instructions in the
Klarna app.

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 Lou-Lous. 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 or in the Klarna app to pay for your order.

Have you received my payment?

If you pay by card, Lou-Lous will confirm your order right away. If paying by Pay later in 30 days, 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 to the Klarna app or www.klarna.com /uk.

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

Once Lou-Lous 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. You are always able to monitor
the status of your order in the Klarna app.

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
Lou-Lous to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your
payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

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 a 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 into the Klarna app or 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 app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.