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Klarna FAQ’s

Klarna is a Swedish payment service provider that takes all round responsibility for your payment contract when purchasing goods from ‘Char-le-maine’. Klarna is the provider of easier payments to over 100,000 online stores. Furthermore, 60 million consumers worldwide have trusted Klarna to securely handle their payment plans.

How does Pay later work?

Having followed through with the ‘Klarna pay later option’ on our website, Within 2 days you will receive an email with payment instructions from Klarna direct. You'll then have [30] days to try on your order and only pay when you’re happy. Or if you have chose. To ‘Slice the payment in 3’ you’ll be informed via email exactly when each payment will be due from Klarna. Once you are happy with your products and wish to complete the payment, this can be done so at your convenience, with no extra cost. You can pay via credit or debit card at

Am I eligible for Pay later?

To qualify you must;
- Be at least 18.
- Enter your date of birth (D.O.B)
- Enter your billing address

NOTE* Pay later is subject to your financial circumstances. When choosing Pay later, Klarna’s assessment will not affect your credit rating.

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

Klarna believes it is a unique pay later scheme and offers its Pay later options, based on a number of factors;
- Total order value
- Previous order history and item availability.

NOTE* If you are 18 or over, you can improve your acceptance chances by ensuring you provide your full name and accurate billing address, including shipment being sent to your registered billing address.

All orders are individually assessed and not every order will be accepted via ‘Klarna’s Pay later scheme’. For example if you have had ‘Pay later’ before, you could be denied on another occasion. Duly if you are denied, this does not mean you will be denied in future.

Will you perform a credit search on me?

Klarna run unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna (Klarna, 2020). These are not visible to other lenders, Neither Klarna nor ‘Char-le-maine’ run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later?

Although we widely advertise ‘Pay later’ within Char-le-maine, it is not always available. The ‘Pay later’ method is automatically generated dependent upon a number of factors including;
- Total amount of order
- The online store
- Order history and item availability.

There are Alternative payment methods available, including;
- Credit or debit card
- Apple Pay
- PayPal
- Google Pay
All options available at the checkout.

What are my payment options with Klarna?

You can pay with debit or credit card whenever you wish until the end date of your ‘Pay later scheme with Klarna’. Payments can be made in full or a selected amount (£). This can be done via your own personal 'Klarna' account, visible at ‘’.

Can I cancel or return my order?

You are entitled to cancel your order if you so wish, this can be done from the date of order until 14 days thereafter. As soon as ‘Char-le-maine’ have accepted your cancellation/return, then ‘Klarna’ will cancel the statement or refund your payment.

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

Depending on the ‘Pay later’ method you chose, your payment will either be due [30] days after the item is shipped or payments will be debited from your account on 3 different dates, if you chose to ‘Slice it in 3’. To help you pay on time, we'll alert you two days before payment is due – you'll receive email reminders to pay – and, if very late, we’ll also send you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected.

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

If you have chosen to Pay later, email correspondence will be sent directly from ‘Klarna’ detailing how to pay for your items. The email will contain a link to Klarna where you can settle your payment with your credit or debit card.

Is my payment information safe?

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

Can I pay before the due date?

From the initial point of order, you can pay the balance at any point, once you have received your ‘Klarna’ email. Follow the instructions on the email to pay for your order.

Have you received my payment?

If you pay by card, ’Char-le-maine’ will confirm your order right away. If paying by Pay later, ‘Klarna’ will send you a payment confirmation email, to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in at

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

Once ‘Char-le-maine’ has received the return and you have received email confirmation of this return. ‘Klarna’ will send you an updated statement via email. If you've made a full return, your statement will be completed and closed.

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

You have [30] days to pay, or if you have chosen to ‘Slice it in 3’ you will have particular payment dates. Therefore you don’t need to pay right away. If your due date is near and there is no sign of your goods, please contact ‘Char-le-maine’ via the contact details, on our contact us section of ‘’. Our shipment method uses ‘Royal Mail’ and we expect orders to be delivered within 5 working days. This is subject to the postage firms availability and staff network. Once posted ‘Char-le-maine’ cannot amend postage requirements. You can also contact Klarna’s Customer Service explaining a particular issue and ‘Klarna’ can postpone the due date on your payment.

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

As soon as ‘Char-le-maine’ has registered your cancellation or return, your refund will be processed within 5 working days.

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

If you have paid for your order with card, the refund will be made back to the same card you paid with. If you have not paid the statement yet, then the refund will reduce the statement or cancel it out completely.

I haven’t received an email with my statement/payment information.

If you do not have your statement number to hand you can log in at, where you will find all of your orders and be able to make payments.

If you still have questions regarding payment...

Get in touch by visiting Klarna’s Customer Service, where you can find an extensive list of FAQ’s, live chat and contact numbers via ‘‘