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Who is Klarna?

Klarna is a Swedish bank and payment service provider for over 100,000 online stores. Over 60 million worldwide customers have trusted Klarna to securely handle their payments.

How does Pay later in 3 work?

Pay in 3 allows you to spread the cost of your purchase over 3 equal payments. These will be automatically collected from the debit or credit card you entered at checkout. The first instalment will be collected when your order is confirmed and instalments 2 and 3 are then scheduled for 30 and 60 days later.

Am I eligible for Pay later in 3?

If you’re 18 and over and pass the soft credit check, you should be eligible to use Pay later in 3, subject to your financial circumstances. Your credit rating will not be affected by using Pay later in 3.

How can I increase my chances of being accepted for Pay later in 3?

Pay later in 3 is based on a number of factors such as the order value, previous order history and item availability. If you’re 18 and over, you can improve your chances of being offered Pay layer in 3 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 does not mean it will be offered for every order. Equally, if it is denied, this doesn’t mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

You’ll need to provide your mobile phone number, email address, current billing address and a debit or credit card. All communications will be sent to your email address – it’s really important you provide the correct details, otherwise you won’t receive your payment schedule and any 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 or River Island run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3?

Pay later in 3 is widely promoted but not always universally available. The option is automatically generated by algorithms that are dependent on 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 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.

What happens if I cancel or return my order?

As soon as your order is accepted your cancellation/ return, Klarna will cancel any future scheduled payments as well as any refund amounts due.

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

Klarna will automatically attempt to collect your payment for your Pay later in 3 purchase from the debit or credit card used at checkout. If they’re unable to collect your payment on the scheduled due date, Klarna will make one more attempt to automatically collect payment two days later. If this last payment attempt fails, Klarna will issue you a statement for the full outstanding order amount, which will become payable 15 days later. Klarna will notify you when a payment is due two days ahead of attempting to collect your payment.

I’ve been asked to go to Klarna's site. Is this correct?

Yes. You can view all of your Klarna purchases and payment schedule 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 River Island. All transactions take place via secured connections.

Can I pay before the due date?

Currently, it’s not possible do this for Pay later in 3 purchases.

Have you received my payment?

Klarna will notify you via email and push notification 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 by logging in at www.klarna.com/uk

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

Once River Island have 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, Klarna will refund any payments collected and cancel any future scheduled payments.

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

In the event that your goods have not been received, contact River Island to check your order and delivery status. You can also contact Klarna’s Customer Service so that they can postpone the due date on your payment.

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

As soon the cancellation or return has been registered, the refund will be processed within 5-7 business days.

I’ve 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 or payment information.

You can log in at www.klarna.com/uk , where you’ll find all of your orders and payment schedule information.

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

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

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