Klarna Frequently Asked Questions

FAQ KLARNA

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

Pay later in 3 interest-free instalments:

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Central e-bikes and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating. 

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest-free instalments 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 in 3 interest-free instalments 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 been accepted for a Klarna payment method 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 using Pay later in 3 interest-free instalments, you’ll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information. 

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 Central e-bikes run credit searches against you that could impact your credit rating. 

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability. 

What are my payment options with Klarna?

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as Central e-bikes have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately. 

What happens if I don’t pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Central e-bikes from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ products even if you have failed to pay on time. If you fail to make a payment you will be in default, and may be unable to use Klarna in the future. We 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 do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort. 

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

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk. 

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Central e-bikes. All transactions take place via connections secured with the latest industry standard security protocols. 

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early. 

Have you received my payment?

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk. 

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

Once Central e-bikes has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app. 

I’ve received a statement, but I’ve not yet received my goods.

In the event that your goods have not been received please call Central e-bikes to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive. 

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 5-7 business days. 

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout. 

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 still have questions regarding payment, how can I get in touch?

Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

Fixed Sum Credit Financing:

Do you offer a financing plan?

We have partnered with Klarna to offer interest-free credit as an option when purchasing with us.
With the Klarna Financing payment plan, you can spread your payments over 12 or 24 months.

How do I place an order using Financing with Klarna?

Purchasing with Klarna Financing is simple. Add the product you wish to purchase to your basket and
proceed to the checkout as normal. Then select the “Pay Over Time” payment method. This will start
your application with Klarna Financing. You will then be asked to provide some basic information,
followed by details required to check your eligibility. If you’re approved, your payment plan will be
created and your order will be automatically placed with us. It’s a short application and you won’t
have to leave our website.

What details do I need to provide when I make my purchase?

You will need to provide your name, billing address, email address and phone number, as well as
some basic employment and bank details.

Will I be required to pay anything when I apply?

In some cases, Klarna may offer finance contingent on the applicant paying a portion of the balance
upfront. If this is the case, you will be prompted to make a deposit during the application flow.

If I make my purchase on a Klarna Financing plan, will I pay interest?

Our interest-free offer means that you won’t have to pay interest. The monthly instalments will be
collected automatically from your bank account via Direct Debit. Please ensure you have enough
funds in your account to cover the repayment on your due date.

Am I eligible?

To be eligible for Klarna credit products you must be at least 18 years old and a UK resident. Your
application approval is subject to Klarna’s review of your financial circumstances and a full credit
search.

If I apply for Klarna Financing, will this affect my credit score?

When you apply for Financing with Klarna, Klarna will make a full credit search with credit reference
agencies who supply Klarna with credit information. The agencies will record details of the search,
which can be seen on your credit file, whether or not credit is granted. This record will also be visible
to third parties and may affect other organisations’ future decisions on whether or not to provide you
with credit. For any questions relating to the credit check process, contact Klarna’s customer support team.

What if I am late or miss a payment?

Your monthly payment must reach Klarna by the payment due date.
Klarna will also report information to credit reference agencies about the payments you make, and
about any payments that you fail to make on time. Late or missing repayments may have serious
consequences for you and cause you serious money problems. Your credit rating may be affected
which will make it more difficult or more expensive for you to obtain credit in the future. If at any time
you miss consecutive payments, Klarna may serve you a default notice requiring you to repay what
you owe. If you fail to do so, Klarna may terminate the Agreement and assign or sell the debt to a
debt collection agency who will become responsible for recovering the debt themselves.
If you are having trouble making repayments, please get in touch with Klarna customer service via
the support section of the Klarna app or via Klarna’s customer support page.

Will I receive an email confirmation when purchasing with Klarna Financing?

If you have selected the Klarna Financing option to pay for your purchase, Klarna will send you an
email confirming your purchase details. The email will contain a link to Klarna’s online portal or to
download the app, where you can manage your purchases with Klarna. It is essential that you provide
accurate information during checkout to ensure that you can receive Klarna’s communications.

Can I set up automatic monthly repayments?

During the Klarna Financing application, you will be asked to set up a Direct Debit Mandate from your
bank account. Klarna will draw your monthly instalments from your bank account automatically via
this Direct Debit Mandate so you don’t need to do anything.

How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, we will credit the balance back
to you or process a refund within the next 5 business days.

I purchased my item on a Klarna Financing plan and I would like to return it.

Please contact our support team at Central E-Bike to process your return.
Once your return has been processed your Klarna Financing plan will be adjusted.

I still have questions about Klarna Financing.

Please visit Klarna’s customer service page for a full set of FAQs. Alternatively, you can contact
Klarna via live chat from their website, by downloading the Klarna app or over the phone at 0808 189
3333.