Frequent questions 

Who is Klarna?

Klarna is a Swedish payment service provider that takes responsibility for user payments. Klarna is the simplified payments provider for over 200,000 online stores. So far, more than 85 million customers around the world have trusted Klarna with their payments.

How does “Pay after delivery” work?

Within two days after confirming the order, the user receives an email with payment instructions from Klarna. He then has 30 days to try the product and pay if satisfied, by completing the payment online, conveniently, at no additional cost, and paying by credit card or debit card on Klarna.app or by logging into www.klarna.com/uk.

Who is entitled to the "Pay after delivery?"

To use Pay After Delivery, you must be at least 18 years old. Although the "Pay after delivery" option is widely advertised, it is subject to the user's financial circumstances. By choosing to take advantage of the "Pay later in 30 days" option, our analysis will not affect the user's credit rating.

How can the chances of being accepted for the "Pay after delivery" option be increased?

Klarna is unique and offers the "Pay after delivery" option based on a number of factors such as order value, order history and item availability. If you are over 18, you can increase your chances of using the "Pay Later in 30 Days" option by making sure you provide your full name and accurate address, as well as use your billing address for shipping. registered. All orders are reviewed individually. Just because he has used the "Pay after delivery" option previously does not mean that he will be offered to use it for every order; and, if the option has been denied previously, it does not mean that it will be for all future orders.

Will a credit search be carried out against the user?

Klarna can make so-called undocumented requests (or soft credit searches) which have no effect on the credit score and are visible only to the user and Klarna, but are not visible to other credit institutions. Neither Klarna nor Moaconcept carry out credit searches against the user that could affect his credit score.

Why is the "Pay after delivery" option not accessible to everyone?

Although the "Pay after delivery" option is widely advertised, it is not always available to everyone. The "Pay after delivery" option is automatically generated by algorithms that depend on a number of factors including the order total, the online store, the history of previous orders and the availability of the item. Alternatively, you can complete your order by paying with your debit or credit card at checkout. 

What payment options are available with Klarna?

You can pay by debit or credit card immediately at checkout or take advantage of the advantage offered by the "Pay after delivery" option with which you can pay for items purchased with your debit or credit card at a later time. You can always monitor your pending payments in the Klarna app.

What happens if the order is canceled or returned?

As soon as [MERCHANT] accepts the cancellation / return, Klarna will cancel the statement or refund the payment. The return will be immediately visible in the Klarna app.

What happens if the order is not paid?

Payment expires after 30 days from the date of shipment of the item. To help you pay on time, we will notify you two days before the payment is due: you will receive a push notification from the Klarna app or a reminder to pay by email, and, if the user is late, we will also send them an SMS or a letter. If you do not pay in time using the "Pay after delivery" option, your credit score will not be affected.

The user was asked to go to the Klarna site. It's correct?

If you have chosen to pay using the "Pay after delivery" option, Klarna will send the user an email with further details on how to make the payment. This email message will contain a link to the Klarna website where you can settle the payment with your debit or credit card. It will always be possible to see the payment instructions in the Klarna app.

What must the user provide when making a purchase?

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

Are the user's payment details safe?

Your payment details are processed securely by Klarna. No card data is transferred or held by Moaconcept. All transactions take place with connections secured by the latest industry security protocols.

Is it possible to pay before the due date?

You can pay for your order at any time after receiving the Klarna email with your payment details. Just follow the instructions in this email message or in the Klarna app that explain how to pay.

The payment has been successful?

By paying by card, Moaconcept will confirm the order immediately. Using the "Pay after delivery" option instead, Klarna will send a payment confirmation to the email address entered to place the order. If the user has made a payment but has not received payment confirmation, it will always be possible to check the status of the order and payments by accessing the Klarna app or www.klarna.com/uk

What happens to the user's account statement after the goods are returned?

Once Moaconcept has received the return (partial or total) and the user has received the confirmation of receipt, Klarna will send an updated account statement in the case of a partial return. In the event of a total return, the account statement will be closed. The user can always monitor the status of his order in the Klarna app.

The user has received the account statement but has not yet received the goods.

The user has 30 days to pay, therefore it is not necessary to pay immediately. If the expiration date is imminent and the goods have not arrived, the user must contact Moaconcept to verify delivery. You can also contact Klarna Customer Service so that we can postpone the payment due date or put the order on hold in the Klarna app pending delivery.

The user has canceled his order. How long will it take before I get my refund?

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

The user has requested a refund, how will it be made?

If the payment for the order was made with a card, the refund will be made on the same card. If the statement has not yet been paid, then the refund will reduce the total of the statement or cancel it completely.

The user has not received any email relating to his account statement or payment details.

If you do not have the bank statement number, you can access the Klarna app or the website www.klarna.com/uk, where you can find all the orders and you can make payments.

How can I contact Klarna if I have additional payment concerns?

See the Klarna app or the Klarna Customer Service page for a full list of frequently asked questions, contact numbers and live chat.