Klarna In Store FAQs

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.

Download the Klarna app to monitor your payment's schedule (you do not need the Klarna APP to make a purchase).

Buy now, pay in 30 days - A Klarna payment option, which allows you to choose item(s) in store, take them home and make payment for those item(s) within 30 days. 
 
Buy now, pay in 3 instalments - A Klarna payment option, which allows you to to choose item(s) in store, take them home and make payments in 3 instalments.
The first instalment is taken at the time of purchase from your registered card, directly from Klarna. (Or if you are placing an order ins tore, at the time of dispatch).  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 take your items to the till point and ask the member of Store Staff to pay by  ‘Klarna’. (You can also use Klarna for orders placed in store).

The member of staff will ask for your mobile number or email address (you'll need to be able to access this straight away).

You'll receive a message/email from Klarna, with a link to confirm the purchase and choose your payment option. (This link is valid for 48 hours.)

Simply select the best option for you when you purchase. (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.)

On acceptance, you will receive a QR code, which the staff member will scan to complete the purchase in the till.

They will ask for your surname and ID to make sure it matches the agreement and that's it! (If you're new to Klarna you may also need to provide your date of birth.)

You'll be handed a receipt from the staff member and receive confirmation from Klarna directly.

No need to panic....The member of staff can suspend the transaction on the till for you to go to an area where you can get a signal before returning with your code. We will try our best to make sure you don't have to queue again to complete your purchase.

Yes you can. Make sure you tell the member of Staff this, and present your alternative payment first. They can apply this to the purchase and then any remaining balance can be paid by Klarna.

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 is taken from your registered card when you make your purchase. 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.

Purchases paid for by Klarna in store can only be returned and refunded via any New Look Store. You cannot return a Klarna in-store purchase to our warehouse.

Any returns will be credited to your Klarna account, and any remaining payments/balance adjusted. You'll receive a refund receipt from the store, and will be updated by Klarna directly of the refund too.

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.

Yes you can. You will need your order number and the items you wish to return.

This excludes Third Party Brand items, (list here) which must be returned to our warehouse. 

All UK returns are FREE when you use the returns options here.

Please allow up to 5 working days for your refund, from the date you took your items into store.

You'll receive  an updated invoice from Klarna when they have processed your refund.

Please keep hold of your refund receipt until your refund has been received. 

Your refund will be paid directly to Klarna. (If you have not received returns notification within 5 working days, please contact us on one of the options at the bottom of this screen.)

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 reference number from your receipt/email. (Klarna call this the 'Merchant Reference').

Unfortunately, Klarna is only available in mainland UK, and cannot be offered in the Channel Islands, Isle of Man or the ROI.

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