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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 Smoooth payments to more than 70,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

What are my payment options with Klarna?

You can pay with debit or credit card immediately in the checkout or take advantage of:

  • our Pay in 3 option, which allows you to split purchases into 3 interest-free monthly payments.
  • our Pay later payment option, where you can pay for the goods once you have received them via credit card or debit card.

How does Pay in 3 work?

If your order is eligible for ‘Pay in 3 instalments’, you can select the option in the checkout and enter your debit or credit card information. When you attempt to place an order using our Pay in 3 payment method an authorisation hold is placed on the card you have connected in the Klarna App, to reserve the funds for the first instalment. As soon as your order is dispatched, you will receive an email from Klarna outlining your payment schedule and the first payment will be taken from the reserved amount on your credit/debit card.


These payments will be automatically withdrawn from the debit/credit card you have on file with us every 30 days until the full order amount has been paid. You’ll also have the option to pay off a single instalment or even the entire balance earlier if preferred at www.klarna.com/ or via the Klarna app.

How does Pay later work?

Once your order's confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days to try on your order and only pay when you’re happy. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk.

Am I eligible for Pay in 3?

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

Am I eligible for Pay later?

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

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

Klarna is unique and offers Pay in 3 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 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 had Pay in 3 before does not mean it will be offered for every order and in turn, if it is denied does not mean it will be denied for all future orders.

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

Klarna is unique and offers Pay later 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 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 had Pay later 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, you'll need to provide your mobile phone number and your email 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 will be liable for delayed payment fees.

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 Dr. Martens run credit searches against you that could impact your credit rating.

Why have I not been offered Pay in 3?

Although Pay in 3 is widely promoted it is not always universally available. The Pay in 3 method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

Why have I not been offered Pay later?

Although Pay later is widely promoted it is not always universally available. The Pay later method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

What happens if I cancel or return my order?

As soon as Dr. Martens 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?

Pay in 3: The first instalment is taken as soon as the order has been confirmed, from then your card will be automatically debited for the next two instalments after 30 days and 60 days. 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.


Pay later: Payment is due 30 days after the item is shipped. 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.

Please spend responsibility. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford your monthly repayments on time.

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

If you have chosen to pay with Klarna, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.

Can I pay before the due date?

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email to pay for your order.

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 name, address and email address. For some orders you may need to provide your mobile number or date of birth, too.

All information will be sent to your email address, including payment reminders and links to your online statements. It's very important, that you give us the correct details, as otherwise you will not receive the payment information.

Is my payment information safe?

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

Have you received my payment?

If you pay by card, Dr. Martens will confirm your order right away. If paying by Pay later, 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, you can always check the status of your order and payments by logging in at www.klarna.com.

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

You have 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call Dr. Martens to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.

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

Once Dr. Martens has received the return (partial or full) and you have received their confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed.

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 business 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. If you have not paid the statement yet, then the refund will reduce the statement or cancel it 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 www.klarna.com/uk, where you will find all of your orders and be able to make payments.

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.

Klarna Terms & Conditions

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna:

Pay later (in 30 days): The payment period is 30 days from shipment of the goods. The complete terms and conditions you can find here.

Pay in 3: The first instalment is taken as soon as the order has been confirmed, from then your card will be automatically debited for the next two instalments after 30 days and 60 days. The complete terms and conditions you can find here.

The payment method invoice is only available in case of a positive credit assessment. For this purpose, during the order process and handling of your purchase, we forward your data for an address and credit check to Klarna. We can only offer you the payment methods available based on the result of the credit check. Further information and Klarnas user terms you can find here.

General information on Klarna you can find here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.