FREQUENTLY ASKED QUESTIONS

Who are Klarna?

Klarna are a Swedish payment service provider, who take end-to-end responsibility for your payment. They support 60 million consumers worldwide in over 75,000 e-stores and are very safe to use. Klarna is one of Europe´s fastest growing companies and a leading alternative payment provider. Klarna’s vision is to simplify the buying experience with a simple checkout solution. Customers only need to provide top-of-mind information to complete a purchase.At the core of Klarna’s services is the concept of payment after delivery, which lets you buy before you pay. This simplicity means a better shopping experience for you. It’s really smooth for you to do your shopping on mobile and you don’t have to think about taking out your card on the train or the bus.

A new way to pay

We’re currently trialling the way we take payments at tessuti.co.uk. You may see Klarna as part of your checkout experience as we’re partnering with them to bring you a better online shopping experience, giving you the chance to order quickly without providing payment first.You may also be offered to Pay later, receiving 30 days to complete the payment at your convenience and at no extra cost, to help improve the ease with which you can place orders with scotts.

Eligibility

To use Klarna you must be 18 and have a good credit history – no bankruptcy or IVAWe need to know you!Ensure your billing address is accurate and up to dateUse your full nameWhere possible deliver to your billing address or one of our stores!

How does it work?

Klarna has made it simpler to buy with a fast checkout. This way you can buy on your mobile wherever and pay when it’s more convenient.

What are my payment options?

You may be offered Pay later, but you’ll still be able to pay with credit card, debit card, Apple Pay, Android Pay or PayPal, as per the payment options offered via our current checkout. If you are offered the ‘Pay later’ payment method, you can then pay via credit card or debit card, immediately after the order, or within 30 days of placing the order.

How does Pay later work?

Once your order is confirmed you will receive an email with payment instructions within 2 days from Klarna. You will then have 30 days to complete the payment online at your convenience with no extra cost. You can then pay via credit or debit card.

I have been redirected to Klarna’s site, is that correct?

Yes, 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's payment site where you can settle your payment to Klarna with your card or with a bank transfer.

How do I get a refund if I have paid via Klarna?

If you've paid Klarna, you can either send any unwanted items back to us for £1 within 14 days for a full refund or within 28 days for an exchange. Simply package up your purchase with the order note, attach the sticker found on our returns label and hand it in at the Post Office. Please remember to ask for a proof of postage.Or if you want to return your item(s) to one of our stores just take your despatch note and the goods you want to return, and the store team will be happy to assist you. We cannot process Klarna refunds in store so we'll send your order back to our distribution centre on your behalf so the transaction can be reversed, or your order can be exchanged and resent back out to you.

If Klarna gives me the option to Pay later within 30 days, will they do a credit check on me?

Neither Klarna nor scotts will run credit searches against you that could impact your credit rating. Klarna may run so-called unrecorded enquiries that do not affect credit scoring.

What if I don’t pay on time?

If you do not pay the balance within 30 days of receiving your invoice Klarna will send you a reminder. A breakdown of the Klarna contact process is below;1) The invoice is first sent out. Then in 14 days a friendly reminder will be emailed 2 days before the due date. Then Klarna will wait another 6 days for payment. No reminder fee will occur.2) Then the first reminder is sent out after 14 days. Klarna will wait 1 extra day after to receive payment. No reminder fee will occur.3) Then the second reminder is sent out after 14 days. Klarna will wait 1 extra day after to receive payment. No reminder fee will occur.4) Then the third reminder is sent out after 14 days. Klarna will wait 1 extra day after to receive payment. No reminder fee will occur.5) After the 65 day lapse of not receiving a payment, this will pass to their Debt / Disputes team who will send out a letter for payments to the billing address.

How is my statement sent?

If you chose to Pay later, Klarna will send you an email with instructions on how to make the payment and a link to the payment page. Simply enter your email address into the payment page and follow the instructions. You can contact Klarna’s Customer Service team here for more help: https://www.klarna.com/uk/customer-service

How does Klarna’s Pay later work?

After tessuti.co.uk has acknowledged your order, you will receive an email with payment instructions, telling you when and how you will need to pay.

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 mobile phone number and your e-mail 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 be liable for late payment fees.

How does the payment page work?

If you have received your goods and want to pay your statement, go to Klarna’s payment page, and sign in with the email address you entered upon ordering. You can contact Klarna’s Customer Service team here for more help: https://www.klarna.com/uk/customer-service

What happens if I haven’t received an email with my statement/payment information?

Please contact Klarna’s Customer Service team. They will be able to provide you with the payment details https://www.klarna.com/uk/customer-service

Can I postpone my payment due date?

If you have received your goods and want to pay your statement, go to Klarna’s payment page, and sign in with the statement number (provided in the email) and the email address you entered upon ordering. If you do not have your statement number to hand, you can contact Klarna’s Customer Service team here: https://www.klarna.com/uk/customer-service

Can I have a different delivery address to my billing address?

Yes, when selecting Klarna as a payment method, you can choose to deliver the goods to an address other than your billing address. At the checkout, you will be given the option to enter a separate delivery address.

Have you received my payment?

After we have received your payment, 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, please get in contact with Klarna’s Customer Service team with a proof of payment https://www.klarna.com/uk/customer-service

What should I do if I want to cancel my order?

If you would like to return goods or cancel your order, please contact our poshpomsco.uk customer service team at sales@poshpoms.co.uk

I have cancelled my order. How long will it take until I receive my refund?

As soon as we have received your cancellation or your return, the repayment will be processed within the next 30 days.

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

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

I’ve received an invoice but I’ve not yet received my goods

If you have received your goods and You should, of course, not pay your statement until you've received your goods when you purchase using Klarna. In this case, we would ask that you contact Posh poms customer service team at sales@poshpoms.co.uk to get an update on your order. You should also contact Klarna’s Customer Service team here: https://www.klarna.com/uk/customer-service - so that they can postpone the due date for your payment.

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.

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