FAQs

KLARNA

Who are Klarna?

Klarna are a Swedish payment service provider, who take end-to-end responsibility for your payment. They support 60 million consumers worldwide in over 75,000 e-stores and are very safe to use. Klarna is one of Europe´s fastest growing companies and a leading alternative payment provider. 

How does Pay later in 3 interest-free instalments work?

Your payment will be automatically collected from the debit/credit card you entered at the checkout. The first installment will be collected at the time of purchase, when your order is confirmed by Candy Works. And the following two payments will be collected 30 and 60 days later. You can monitor your payment's schedule via the Klarna app.

Am I eligible for Pay later in 3 interest-free instalments?

You must be at least 18 years of age to use the Klarna pay later service. Whilst highly promoted, Pay later in 3 installments, is subject to the individuals financial circumstances. When choosing to pay via Klarnas Pay later in 3 installments, the assessment will not affect your credit score. 

What do I need to provide when I make a purchase?

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
• Debit or card card.

The mobile number is required in case we need to reach you. Any 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?

Klarna may run unrecorded enquiries, aka 'Soft credit searches' that will not affect your credit rating and are only visible to both you and Klarna. This is not visible to other lenders.

Neither Klarna or Candy works will run credit searches against you that could impact your credit rating. 

Why have I not been offered Pay later in 3 interest-free instalments?

Pay later in 3 interest-free instalments is not always available. The pay later option is automatically generated by algorithms, and are dependent on a number of factors, including:

• Address details
• Cardholder details
• Total order amount
• The online store
• Pervious order history
• Item availability.

What are my payment options with Klarna?

Pay later in 3 interest-free instalments will be automatically collected from the debit/credit card you entered at the checkout. The first payment is taken once the order is confirmed via Candy works. The second and third payment installments will be collected 30 and 60 days after the first installment/day of purchase. 

You can monitor your payment schedule via the Klarna app.

What happens if I cancel or return my order?

Once Candy Works have confirmed you cancellation/return, Klarna will cancel any future payments and refund any amount due. You will be able to check this via the Klarna app immediately. 

What happens if I don’t pay for my order?

Klarna will attempt to collect your Pay later in 3 interest-free instalments installments from your Candy works order automatically, from the card details you entered in the checkout at the time of purchase. If we are unable to collect these payments, Klarna will make a second attempt two days later. If this last payment attempt fails, Klarna will issue you with a statement for the full outstanding 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.

You will not be charged fees or interest for late and/or missed repayment(s). 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. If you fail to make a payment you will be in default, and may be unable to use Klarna 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.

Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.

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

You are able to view all of your Klarna purchases and your personal payment schedule's in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?

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

Can I pay before the due date?

Yes, no problem. You can just go to the Klarna app or log onto Klarna.com/uk and pay off your installment/s early. 

Have you received my payment?

You will be notified by Klarna via an email and a push notification from the Klarna app when a payment is due and when it has been successfully collected. You will also receive notifications in the unlikely event of your payment failing. If you have paid your installment but haven't received any notifications, you will be able to check any payments in the Klarna app, or by logging in at Klarna.com/uk.

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

As soon as Candy Works have received the return (full or partial), and you have their confirmation of this, your payment schedule will be updated and sent to you by Klarna if you have made a partial return. If a full return has been processed, we will refund any previous payments, and cancel any future installments. You will be able to track this via the Klarna app. 

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

If you goods have not been received please contact Candy Works to check on your order and status of delivery. You can email them on 'hello@thecandyworks.co.uk'.

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 until the goods to arrive.

I’ve cancelled my order. How long will it take until I receive my refund?

Once Candy Works have registered your cancellation on your return, the refund will be process within 5 working days.

I’ve asked for a refund. How will I be refunded?

Any refunds will be processed back to the debit/credit card which you originally entered at checkout at the time of purchase.

I haven’t received an email with my statement/payment information.

If you log in the Klarna app or at www.klarna.com/uk , you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

You can visit the Klarna app Klarna’s Customer Service ​ for a full list of FAQs, live chat and telephone options.