klarna faq
1 what is klarna?
klarna is an alternate payment method that allows you to split your purchase into 4 interest-free payments. to use klarna to pay for your purchase, choose klarna in the checkout. your purchase will be split into 4 interest-free payments. the first payment will be taken from your credit or debit card when your order is shipped. the remaining three payments will be automatically charged to your card 14, 28, and 42 days later.
2 how do i sign up?
if your order is eligible for 4 interest-free payments with klarna, you will be able to select klarna as a payment method during checkout. after your order is shipped, you will be charged for the first quarter of the total amount. klarna will send a notification once the payment has been processed. you will be informed ahead of time before the next payments.
3 what are the conditions to sign up?
to sign up, you will need:
1. a us-issued debit or credit card
2. to be 18 years of age or over
3. an sms-capable phone number
4. a us residential address
4 has klarna received my payment?
you can live chat with klarna’s customer service agents 24/7 to confirm payment.
5 which payment methods are accepted?
klarna currently accepts most debit and credit cards (mastercard, visa, amex, discover). please note, prepaid cards are not accepted.
6 will i still be charged if my order is cancelled?
cancellations are subject to our cancellation policy. to cancel your order, please contact alexanderwang customer care at customercare@alexanderwang.com. once we have confirmed the cancellation, klarna will update your payments accordingly and you can check the status of your payments anytime via klarna’s site or in your klarna app. refund processing times vary and can take up to 14 days depending on your financial institution. to check the status of your refund, please confirm first we have updated your payments accordingly and check if you might have already been refunded to your original payment method. if 14 days have passed since the issue of credit and you are still missing your refund, please contact klarna for further support.
7 can i pay before the due date?
yes. if you want to pay the outstanding balance of your purchase early, simply log in on klarna.com, go to the order page, and select “pay off early”.
8 what if i return or cancel my order?
if you have paid for your order with a card, the refund will be made to the same card. returned or cancelled orders should be processed through alexanderwang customer care. the refund will be processed within the next 14 days of the online store logging the returned or cancelled order.
9 what happens to my statement, when i've returned the goods?
once we have received the return (partial or full) and you have received confirmation, an updated statement with an adjusted payment schedule will be sent to you by klarna if you’ve made a partial return. with a full return, we will refund any payments collected and cancel any future scheduled payments. you are always able to monitor the status of your order in the klarna app.
10 my email address is not correct. how can i change it?
you can live chat with klarna’s customer service agents 24/7 to request that your contact details be updated. please have your statement number on-hand if you have received one.
11 what happens if i don’t pay for my order?
klarna will automatically attempt to collect payment for your payments purchase from the card that you entered at checkout. you can find out when your payments will be collected in the email that you received at the time of purchase or by logging into your klarna account.
if the automatic payment fails, klarna will try again after 7 days. if this payment also fails, klarna will make another attempt after a further 7 days (14 days after the date of the first attempt). your credit score will not be impacted by using klarna’s payments product even if you have failed to pay on time.