Klarna FAQs

Pay Later FAQs

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 70,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later work?

Once your order's confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 14 days from the date of order fulfilment - when we've received all the information we need from you - until you need to make payment. This does not affect your 30-day return/exchange period, from the date of purchase, with Bailey Nelson. 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 years old. 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.

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 Bailey Nelson 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 Bailey Nelson has 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 14 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 Bailey Nelson. 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, Bailey Nelson 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 Bailey Nelson 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 14 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 Bailey Nelson 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 for a full list of FAQ’s, live chat and telephone options.

Slice It FAQs

How does Slice It work?

Spread the cost of your purchase into equal monthly payments with interest.

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 in 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.

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

If you have chosen to pay with Slice it by Klarna, Klarna will send you an email with further details on how to pay.

Can I pay less than the amount owed each month?

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.

Do I need to be 18?

Slice it is only available to people aged 18 or over and is an online exclusive payment method.

How do I manage my Klarna Account?

Log in to the customer portal at Klarna.com at any time day or night, to review your purchases and settle your monthly statement. If you need further assistance, you can contact Klarna’s Customer Service team.

How can I increase my chances of being accepted for 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.

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.

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

If you want to make a purchase with a Klarna Account you need to provide your mobile phone number and your email address as well as name, billing address and your date of birth. Your mobile number is required in case we need to reach you. All statements will be send to your email address. It's very important, that you give us the correct details, as otherwise you will not receive monthly statements and so be liable for late payment fees.

How do I make a payment?

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.

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.

What happens if I cancel or return my order?

As soon as Bailey Nelson has accepted your cancellation/return, then Klarna will make any necessary adjustments your balance and provide further help if needed. 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've received my monthly statement and a payment is due, but I've not yet received my goods.

You should of course not pay your statement until you've received your goods. In this case, we would ask that you contact the store and get an update on your order. You should also contact our Customer Service so that we can postpone the due date on your payment.