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 smoothpayments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle theirpayments.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Genny. All transactions takeplace via connections secured with the latest industry standard security protocols.
I haven’t received an email with my statement/payment information.
You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.
I have asked for a refund. How will I be refunded?
f 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, thenthe refund will reduce the statement or cancel it completely.
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'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 Genny to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on yourpayment or put the order on hold in the Klarna app while you wait for the goods to arrive.
What happens to my statement, when I've returned the goods?
Once Genny has received the return (partial or full) and you have received their confirmation of this, an updated statement willbe 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 monitorthe status of your order in the Klarna app.
Have you received my payment?
If you pay by card, Genny will confirm your order right away. If paying by Pay later in 30 days, Klarna will send you a paymentconfirmation to the email address that you have used for your order. If you have made a payment but not received the paymentconfirmation, you can always check the status of your order and payments by logging in to the Klarna app or www.klarna.com /uk.
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 theinstructions on this email or in the Klarna app to pay for your order.
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 mayneed 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 receivethe payment information.
reminders and links to your online statements. It's very important that you give us the correct details, as otherwise you will not receivethe payment information.
How does Pay later in 30 days work?
Pay later in 30 days is a form of credit which 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 onlypay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card inKlarna.app or by logging into www.klarna.com/uk.
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 linkto Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in theKlarna app.
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'llreceive 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. Youwill not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Paylater 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 touse Klarna’s services in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency tocollect on our behalf. Debt collection agencies are used as a last resort.
What happens if I cancel or return my order?
As soon as Genny have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. Thereturn will be reflected in the Klarna app immediately.
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 outstandingpayments in the Klarna app.
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 automaticallygenerated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous orderhistory and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.
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 youand Klarna, but not visible to other lenders. Neither Klarna nor Genny run credit searches against you that could impact yourcredit 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 itemavailability. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days by ensuring you provide your fullname, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Justbecause you have been accepted for Pay later in 30 days before does not mean it will be offered for every order. In turn, if yourapplication for Pay later in 30 days is denied, it does not mean it will be denied for future orders.
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 yourfinancial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.
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.
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