True Range Klarna FAQ

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.

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 trueboy clothing 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 trueboy clothing 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 trueboy clothing 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 trueboy clothing 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. Your credit score will not be impacted by using Klarna’s ‘pay later in 3 instalments’ product even if you have failed to pay on time.

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 UK.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by trueboy clothing. 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 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 Klarna UK.

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


Once trueboy clothing 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 trueboy clothing 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 Klarna 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.

Buy now – pay later!

These pay later terms apply between you (who are at least 18 years old) and this store where you purchase your goods, tickets, or services when you choose pay later as your payment method.

When you choose pay later, which is a form of credit, we offer you the possibility to pay on a due date 30 days from the shipment of the goods or tickets/availability date of the services or digital content. We assign our claim for payment due on your purchase to Klarna bank ab (“Klarna”). Klarna will send you a payment instruction to pay directly to Klarna. For contact details and further information about Klarna, go to: Klarna.Co.Uk.

Pay only after you have received your order!

Klarna offers consumers buyer protection which means for example that you as a consumer do not have to pay for the ordered goods until you have received them, and that Klarna will assist you with problems related to your purchase.

For more information and instructions please go to: Klarna Buyer Protection

Costs and failure to pay

We charge an invoice fee of 0 (£) per purchase. Pay later is a form of credit. It is important that you complete your payment for your purchase no later than on the communicated due date. If you fail to pay on time, you will be in default, and may be unable to use Klarna’s services in the future. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf.

Credit check and handling of your personal data by Klarna

If you choose pay later, Klarna will assess your creditworthiness. We may carry out a limited credit search on you at a credit reference agency. This search will not affect your credit score or your chances of obtaining a credit in future.Klarna processes your personal data in order to carry out our obligations in this agreement and for the additional purposes set out in our privacy notice. The privacy notice is available here, and on our website, and by using Klarna’s services you confirm that you have read this notice. We process your personal data for example to identify you and perform customer analysis, credit assessments, marketing, and business development. We may also transfer your data to selected partners (such as credit reference bureaus), which may be established outside of the uk. In the privacy notice there is more information about our data sharing, your rights in regards to your data, how you may contact us with questions, or submit a complaint to an authority.

Complaints

For complaints, the information provided on Klarna feedback and complaints applies. By using our service you consent and agree to that Klarna provides all communication regarding complaints electronically. If you have a complaint towards Klarna, you can submit your complaint through Klarna’s customer service webpage using the chat function or by giving us a call on (+44) 0808 189 3333.

We aim to handle all complaints promptly, effectively and in a positive manner. If we do not resolve your complaint to your satisfaction, you may refer your complaint to Klarna’s complaints adjudicator for an impartial review, using the form provided alongside your final response.

For more information about how we handle complaints at Klarna, please refer to our complaints handling procedure.

Assignment

You may not transfer or assign any rights or obligations you have under these terms without our prior written consent. We have the right to transfer or assign these terms or any right or obligation under these terms at any time without your consent, provided that such transfer does not alter your rights and obligations under these terms to your detriment.


Pay in 3 instalments

The following terms apply between Klarna bank ab uk branch (“Klarna”, “we” or “us”) and you who has made a purchase and want a smoooth payment experience. If you choose this credit offering you agree to these terms.

This is a credit offering you can choose to part pay your purchases by dividing the cost into 3 payments without any interest, fees or charges using a credit or debit card. However, the issuer of your card may charge interest or other fees under the terms of your card agreement.

How do I pay in 3 instalments?

Provide your card details in order to complete your purchase. The first payment is taken from your card at the time the merchant confirms your order. The two remaining payments will also be taken from your card 30 and 60 days after the first payment is taken. We will tell you the due dates via electronic communication and they are viewable in the Klarna application.

You give us the authority to take the two remaining payments from your card on the due dates. In the event the merchant does not charge for your entire order at the same time, we will create a different pay in 3 instalments plan for each merchant charge. Each of these order parts will have its own due date depending on when the merchant confirms that part of your order. This situation may be common where a merchant does not ship all the items from your order at the same time.

Failure to pay

You will maintain an adequate credit balance on your card to allow for payments to be taken on the due dates. Pay in 3 instalments is a form of credit. It is important you ensure enough funds are available to complete your payment on the due date. If you fail to make a payment you will be in default, and may be unable to use the service 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.

What do I need to know?

You must be 18 years old.

Pay in 3 instalments is a form of credit.

The card is valid (I.E. Has not expired) and issued to you, and you have sufficient funds on the card.

It is at our discretion whether we offer you this credit offering. We may limit the types of cards we accept at our discretion. If a type of card is not accepted you will be notified before the purchase is completed. Most valid credit and debit cards that are not scheduled to expire in the near future are accepted. We do not accept prepaid cards. If we accept a card we will authorise the card for 1/3 of the order total at point of purchase. This amount will not be charged until the merchant confirms the order, but your card issuer may restrict your access to the authorised amount while pending. If we, for any reason, would be unable to charge the first instalment from your card, we will notify you about this and conduct a maximum of two (2) retries in order to try to collect the funds. You will be notified in good time in writing about the payment failure and when the retries will be scheduled so you’ll have enough time to make sure that you have sufficient funds on your card. If we were unable to withdraw funds after the two (2) retries, the missed payment will be rolled over to the second instalment. You can update the card linked to your purchase for payment at any time prior to your due date in the Klarna application and, where changed, we shall attempt to collect from this new card information.

We may carry out a limited credit search on you at a credit reference agency. This search will not affect your credit score or your chances of obtaining a credit in future. If we do not carry out a limited credit search we will validate your card and request authorisation from your card issuer. In this case there will be no entry shown on your credit file for these payments.

If we are not able to take the second instalment from your card on the due date we will provide you a courtesy slack period of a few days so that you can update your payment method or ensure enough funds are available on your selected card. If we are not able to take the second instalment during this period we will make two (2) more retries before rolling over the unpaid amount to the next and final instalment. If we are unable to take the outstanding amount on the third instalment, we will follow the same procedure as listed above with two (2) retries and thereafter, if payment is not successful, we may invoice you the remaining amount or follow our debt collection procedures. Please note that Klarna will notify you in writing prior to any withdrawals taken from your registered card, if a payment fails, if an instalment amount is rolled over to the next scheduled due date or if the debt is handed over to an external debt collection agency.

If your card is cancelled you will immediately pay us all the remaining payments when we ask you to. If your card details change between your initial purchase and final payment, you agree to notify Klarna of your updated card information. Klarna will provide you an online method to provide these updates. If you fail to provide updated information, you authorize Klarna to obtain the updated details from your card issuer, if available.

You authorize us to store your card details on our systems. We will use this information to authorize future payments under these terms. Unless you opt out, we may also use this information to conveniently prefill your card details for future purchases. You may manage your cards and details online. In the event Klarna obtains updated card information from your card issuer, you agree that we may store this updated information on our system.

You can pay any remaining payments at any time and we will not charge you for doing so.

If you cancel your purchase we will cancel any remaining payments and pay back to your card any amounts we have taken. Any part returns or refunds credited to your purchase will reduce your outstanding balance, but do not count as payments. You will need to continue to make your previously disclosed payments at scheduled due dates until your balance is paid in full.

Our use of your personal data

Klarna processes your personal data in order to carry out our obligations in this agreement and for the additional purposes set out in our privacy notice. The privacy notice is available here, and on our website, and by using Klarna’s services you confirm that you have read this notice. We process your personal data for example to identify you and perform customer analysis, credit assessments, marketing, and business development. We may also transfer your data to selected partners (such as credit reference bureaus), which may be established outside of the UK. In the privacy notice there is more information about our data sharing, your rights in regards to your data, how you may contact us with questions, or submit a complaint to an authority.

Complaints

For complaints, the information provided on Klarna feedback and complaints applies. By using our service you consent and agree to that Klarna provides all communication regarding complaints electronically. If you have a complaint towards Klarna, you can submit your complaint through Klarna’s customer service webpage using the chat function or by giving us a call on (+44) 0808 189 3333.

We aim to handle all complaints promptly, effectively and in a positive manner. If we do not resolve your complaint to your satisfaction, you may refer your complaint to Klarna’s complaints adjudicator for an impartial review, using the form provided alongside your final response.

For more information about how we handle complaints at Klarna, please refer to our complaints handling procedure.

Assignment

You may not transfer or assign any rights or obligations you have under these terms without our prior written consent. We have the right to transfer or assign these terms or any right or obligation under these terms at any time without your consent, provided that such transfer does not alter your rights and obligations under these terms to your detriment.

Klarna

Klarna bank ab UK branch, is a branch of Klarna bank ab which is authorised and regulated by the Swedish financial services authority. Deemed authorised by the prudential regulation authority. Subject to regulation by the financial conduct authority and limited regulation by the prudential regulation authority. Klarna bank ab UK branch’s establishment number is BR020956 and is located at 7th floor, 33 Cavendish Square, London, W1G 0PW, United Kingdom, with FCA reference number 536065. Klarna bank ab’s headquarters are located at Sveavägen 46, 111 34 Stockholm, Sweden, registered in the Swedish commercial register under registration number 556737-0431.

For further information about Klarna, go to: Klarna UK