FREQUENTLY ASKED QUESTIONS

There are a number of payment options to choose from: MasterCard, VISA, AMEX, Discover, Google Pay, Paypal, Apple Pay and Afterpay. All credit and debit card payments are subject to validation and authorization by both the card issuer and TOUS to ensure security and to prevent fraud.

How to shop with Klarna:
1. Add item(s) to your cart and head to the checkout.
2. Select Klarna at the checkout to pay as you like for your purchase.
3. Manage your orders and payments in the Klarna app.

Frequently Asked Questions
Don’t see your question here? Visit our FAQ page to find out more about using Klarna. You can reach Klarna at https://www.klarna.com/uk/customer-service/ or by downloading the Klarna app.

What happens if I make a return?
If you return some or all of your order, Klarna will issue you with a new statement as soon as the online store processes your return. Follow the retailer's return instructions and make sure to keep the tracking number of your return. Log into your Klarna account and select “Report a return” so that your statement is paused. As soon as the retailer has registered your return, we will send an adjusted invoice.

There's something wrong with my order. Do I still need to pay for it?
You do not need to pay for goods that are received damage, broken or faulty. Follow the retailers dispute instructions and make sure to “Report a problem” in your Klarna account to pause your statement until you’ve resolved the dispute with the retailer. As soon as the retailer has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have not received my order. What happens to my statement?
You do not need to pay the statement until you have received your order. Contact the retailer for an update on the delivery. Make sure to log into your Klarna account and “Report a problem” to pause your statement until you’ve received your order.

My statement is incorrect. What should I do?
If your statement does not match your order details, please contact the retailer directly for a correction of your statement. Make sure to log into your Klarna account and “Report a problem” to pause your statement until the details have been corrected.

What happens if I don’t pay for my Pay in 10 days order?
Your payment is due 10 days after the order is placed or shipped. Klarna will alert you before payment is due to help remind you to pay on time. You will not be charged fees or interest for late and/or missed repayment(s). Pay in 10 days is a credit product and you are required to make your payment to Klarna. Klarna may share information about missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on their behalf. Full details can be found in the Klarna terms and conditions here.

What happens if I don’t pay for my Pay in 4 order?
Klarna will alert you before payment is due to help remind you to pay on time. You will not be charged fees or interest for late and/or missed repayment(s). If Klarna is unable to collect your payment on the scheduled due date Klarna will make a further attempt to automatically collect payment. Should this next payment attempt fail, Klarna will make a final attempt to collect payment and may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. If you don't make your payments you will be in arrears as Pay in 4 is a credit product. Klarna may share information about missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on their behalf. Full details can be found in the Klarna terms and conditions here.

When you place your order, the charge will be authorised on your card and you will receive an e-mail confirming that your order has been successful. We will not charge your card until we process your order and ship it from our warehouse. If it is not authorised, no charge will appear on your card and you will be notified immediately on the screen that payment hasn't been successful. You will be asked to provide another method of payment.

To maintain your own security and prevent fraud, you will be asked to enter your Card Verification Number (CVV) when paying with credit card. You can find the 3 digit number on the back of your credit card. It generally appears to the right of your credit card number.

If you need a business invoice, please contact our Customer Service Team.