Klarna FAQ's

You can 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').

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 £35).
More info here.

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.  A ‘soft check’ will not affect your credit rating or be visible to other lenders. More info here.

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 £35 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.

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.

Unfortunately not yet! We are hoping to launch this in our UK stores very soon!

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.

Orders paid for by Klarna can temporarily only be returned and refunded via the warehouse .
All UK returns are FREE when you use the returns options here.

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.

Not at the moment as our stores do not have access to Klarna.
You will need to return your items to our warehouse. 
All UK returns are FREE when you use the returns options here.

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 either 'snooze' your payment, or mark the item as returned in the Klarna app or portal here.

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 free 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.)

There are many reasons why a Klarna payment may be declined. This information is not held by us, so please contact Klarna directly here.