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If you don’t receive the goods you bought
If you don’t receive the goods you bought, we won’t ask you to pay.
If you choose to pay with Klarna’s Pay later, you don’t have to pay until the goods have been delivered. If the delivery of your goods is delayed, please do the following:
Double-check that you haven’t missed a delivery notice.
Contact Klarna’s customer service to have the payment due date postponed.
If you still haven’t received your goods when the new due date approaches, contact Klarna’s customer service. We won’t ask you to pay while we are looking into the matter. If our investigations show that the goods have not been delivered, we won’t ask you to pay – unless one of the exceptions applies (please see below).
What should you do if you already paid?
If you already paid (with card or via bank transfer or if you paid your Pay later invoice before the due date) for goods that you don’t receive, please do the following
Double-check that you haven’t missed a delivery notice
Contact the e-store to find out where the goods are
If the problem remains unsolved, contact Klarna’s customer service. We won’t ask you to pay while we’re looking into the matter. If your investigations show that the goods have not been delivered, we will refund your payment – unless one of the exceptions applies (please see below).
Exceptions
You must make it possible for the goods to be delivered to you in order to be entitled to a refund or to suspend your due date in situations where your goods have not been delivered. If you don’t pick up the goods after you’ve received a delivery notice, you are generally liable for the cost of returning the goods to the store.
Please also keep in mind that if you want to use your cancellation right, you have to inform the store. If you don’t give notice, the store can refuse to accept the goods. If you already paid for goods that you want to return, Klarna may withhold an amount corresponding to the return fee (or if the store refuses to accept the goods, the entire sum). Klarna may also request payment or withhold part of the sum you paid if your goods are seized by Customs.
If the goods are defective or not what you purchased
We won’t ask for payment if the goods are defective
If you choose to pay with Klarna’s Pay later, you don’t have to pay until the goods have been delivered. You can examine the goods at home and check that everything is in order before you pay. If the item you received is not something you ordered, is defective, damaged or incomplete at the time of delivery, or does not match the merchant’s description of the product at the time of purchase, please do the following:
Contact Klarna’s customer service so that we can suspend your payment due date
Contact the merchant to try and resolve the issue
If you haven’t reached an understanding with the merchant before the new due date, contact Klarna’s customer service. Please have your order information with you during the call, including the merchant name, date of purchase, order number, description of the disputed good, and date when you first contacted the seller about the dispute. We will only ask you to pay if we conclude, based on an extensive investigation, that your claims are invalid.
Please inform Klarna as soon as possible if you give notice of defective goods to the merchant so that we don’t send you an unfounded payment reminder. Please also note that this Policy does not apply if the goods you receive are accurately described by the merchant but do not meet your expectations.