Klarna Frequently
Asked Questions

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 130,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

Once your order is confirmed you will receive an email from Klarna with payment instructions within two days. You then have 14 days to try out the product and only pay once you are happy. Make your payment online, at a time that suits you, at no extra cost. You can pay by debit or credit card at www.klarna.com/uk

To use Pay later you must be at least 18 years old. Although this option is widely promoted, Pay later is subject to your financial circumstances. When you choose Pay later, our assessment will not affect your credit score.

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 making sure you provide your full name and correct address, and by asking for the delivery to be made to your registered billing address.

All orders are assessed individually. Just because you have used Pay later before does not mean it will be offered on every order; equally, being declined once does not mean you will be declined on all future orders.

If you want to make a purchase with Klarna you will need to provide your mobile phone number and email address. Your mobile number is required in case we need to contact you. All statements will be sent to your email address. It is very important that you give us the correct details, otherwise you will not receive your payment information and may therefore be liable for late payment fees.

Klarna may carry out so-called unrecorded enquiries (or soft credit searches) that do not affect your credit score and are only visible to you and Klarna, but not to other financial institutions. Neither Klarna nor Swan & Edgar carry out credit searches that could affect your credit rating.

Although Pay later is widely promoted, it is not always available to everyone. The option is automatically generated by algorithms that depend on a number of factors, including the order value, the online store, previous order history and item availability. As an alternative you can complete your order by paying with a debit or credit card at checkout.

You can pay immediately by debit or credit card at checkout, or take advantage of our Pay later payment option, where you can pay for the goods once you have received them, using a debit or credit card.

As soon as Swan & Edgar has accepted your cancellation/return, Klarna will cancel the charge or refund your payment.

Payment is due 14 days after the item has been dispatched. To help you pay on time we will send a reminder two days before the due date — you will receive reminders by email — and, in the case of serious delay, we will also send a text message or a letter. If you do not pay Klarna for your order, your credit score will be affected.

If you have chosen the Pay later option, Klarna will send you an email with further details on how to pay. The email will contain a link to the Klarna site, where you can make your payment with your debit or credit card.

If you want to make a purchase with Klarna you will need to provide your name, address and email address. For some orders you may also need to provide your mobile number or date of birth. All information will be sent to your email address, including payment reminders and links to your online statements. It is very important that you give us the correct details, as otherwise you will not receive your payment information.

Payment information is processed securely by Klarna. No card details are transferred to, or held by, the Swan & Edgar site. All transactions take place via connections secured with the latest industry standard security protocols.

You can pay for your order at any time after you have received the email from Klarna with your payment details. Simply follow the instructions in that email to pay for your order.

If you pay by card, the Swan & Edgar site will confirm your order straight away. If you pay with Pay later, Klarna will send a payment confirmation to the email address you used for your order. If you have made a payment but have not received confirmation, you can check the status of your order and payments at any time by logging in at www.klarna.com.

As soon as Swan & Edgar has received the return (partial or full) and you have received confirmation from them, Klarna will send an updated statement if you have made a partial return. In the case of a full return, your statement will be closed.

You have 14 days to pay, so there is no need to pay straight away. If the due date is approaching and there is still no sign of your goods being delivered, please contact Swan & Edgar to check on the progress of your delivery. You can also contact Klarna Customer Service so that we can postpone the due date of your payment.

As soon as the store has registered your cancellation or return, your refund will be processed within 5 business days.

If you paid for your order by card, the refund will be credited back to the same card. If you have not yet paid the statement, the refund will reduce the amount due or cancel it completely.

If you do not have your statement number to hand, you can go to www.klarna.com/uk, where you will find all your orders and can make payments.

Visit Klarna Customer Service for a full list of frequently asked questions, as well as live chat and telephone options.