How do I contact Klarna?
You can contact Klarna via their app or alternatively contact Klarna directly here.
If they request a reference from you in relation to your order, you can provide them with your New Look order number (starting HM/HY) (Klarna call this the 'Merchant Reference').
What is Klarna Pay Later?
Klarna is a payment method which allows you to buy now and pay later, if you want to try before you buy, you can use the ‘Pay later with Klarna’ option.
Buy now, pay in 30 days - A Klarna payment option, which allows you to checkout an order and make payments within 30 days.
Buy now, pay in 3 instalments - A Klarna payment option, which allows you to checkout an order and make payments in 3 instalments. The first instalment is taken when your order is dispatched. Klarna will automatically charge subsequent instalments on the 30th and 60th days. (Min spend £30).
More info here.
How will I know if I am eligible to use Klarna?
You must be aged 18 or over to make a purchase using Klarna.
When choosing the Buy now, pay in 3 instalments option eligibility is determined through an affordability assessment and ‘soft credit check’. This is in your best interests, so they can check you are able to meet your repayment obligations. Other lenders will be able to take account of consumers’ use of Klarna Pay in 30 days and Pay in 3 when evaluating whether to lend to someone. More info here.
How do I pay by Klarna online?
To pay using Klarna, simply add your items to your bag and go to checkout. Select ‘Klarna’ as your payment method and place your order.
Simply select the best option for you when you checkout. (Please note: You may not see both options, this is dependent on your acceptance criteria with Klarna and a minimum £30 spend for Pay in 3.)
For 3 interest-free instalments, you'll need to enter your card details. The first payment will be taken when your order is dispatched. Klarna will automatically charge subsequent instalments on the 30th and 60th days.
You may be asked to confirm your date of birth.
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For Buy now, pay later, you'll be asked to confirm via your mobile number and to confirm with a verification code. Klarna will contact you to request payment 30 days after dispatch:
Download the Klarna app to monitor your payment's schedule.
Can I pay by part New Look gift card, part Klarna?
Yes you can. Make sure you enter your gift card details first and 'Apply Gift Card', then any remaining balance can be paid by Klarna.
How do I pay my Klarna balance for my order?
If you've selected the 'Buy now pay in 30 days' option, Klarna will remind you to make payment to them toward the end of the 30 days.
If you've selected the 'Buy now pay in 3 instalments' option, the first instalment will be taken from Klarna when we dispatch your order. Klarna will automatically charge subsequent instalments on the 30th and 60th days.
You can read more on how to make a payment to Klarna here.
How do I return a Klarna purchase?
Orders paid for by Klarna can be returned and refunded via any of our UK returns options here.
Please ensure that you report your return on your Klarna account before you return your order by post to us.
Any returns will be credited to your Klarna account, and any remaining payments/balance adjusted.
If you have already paid your Klarna balance prior to return, don't worry, the credit will still go via Klarna, back to your linked payment card.
Can I return a Klarna purchase to a New Look store?
Yes you can. You will need your order number and the items you wish to return.
You can return to any UK store for FREE - read more here.
Please note, if you have already returned your item/s in store and the refund has been processed, you do not need to report the return in your Klarna app.
I have returned my order but haven't received my Klarna refund?
Please allow up to 15 working days for your refund, from the date you send your parcel back to us. You'll receive an email from us when it has been processed and an updated invoice from Klarna,
If you've returned items from an order paid for with Klarna, and the date that your payment is due is within 15 days, we'd recommend that you 'snooze' your payment in the Klarna app or portal here.
Please do not report your return on the Klarna app if you have already posted this back to us.
Please keep hold of your proof of returns until your return has been processed and your refund received. Returns can be tracked directly with your return provider to see the journey of your parcel back to us. (See our returns options here.)
Your refund will be paid directly to Klarna. (If you have not received returns notification within 15 days, please contact us on one of the options at the bottom of this screen.)
Is there a credit limit?
Klarna's credit limit is dynamic and individual for each customer. There are hundreds of different aspects that are being taken into consideration when a credit decision is being made, including the payment option you choose. Please contact Klarna directly if you would like more information regarding your individual credit.
Why has my Klarna payment declined?
There are many reasons why a Klarna payment may be declined. This information is not held by us, so please contact Klarna directly here.
Now for the legal bit...
Please spend responsibly. New Look Retailers Limited acts as an introducer and not a lender of unregulated credit products provided by Klarna Bank AB (publ).
Klarna's [Pay in 3 instalments] [and] [Pay in 30 days] credit agreements are not regulated by the FCA. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK residents only. Subject to status. T&Cs apply. https://www.klarna.com/uk/terms-and-conditions/
Pay Later products (Pay in 3 instalments and Pay in 30 days) are not regulated credit agreements and Klarna is not subject to supervision by the Financial Conduct Authority when it offers these products.
Before you can use a Pay Later product, Klarna will perform a soft credit check - this initial search will not affect your credit rating and other lenders will be able to take account of consumers’ use of Klarna Pay in 30 days and Pay in 3 when evaluating whether to lend to someone.
Borrowing beyond your means could seriously affect your financial status, ensure you can afford to make your repayments on time by their due date.
Check out klarna.com to find out more.
