More information

Who are Klarna?

Klarna is the name of a Swedish bank and payment service provider, used by over 80 million customers and 190,000 online stores globally.

How do you pay with Klarna?

Simply add the items you want to your basket and at checkout select Klarna from the available payment methods. You then enter your credit or debit card details from the card you wish the instalments to be taken from. The first instalment will be taken when the order has been processed and then the other two payments are made in 30 and 60 days.

Am I eligible for Pay In 3?

To use Pay in 3 you must be over 18 years old, a UK resident, have a valid mobile and email address and have a credit/ debit card that will be in date and valid for longer than 60 days from the purchase of your order. Pay in 3 acceptance is also subject to your financial circumstances.

What do I need to provide to pay in 3 with Klarna?

You’ll need to provide your mobile number, email address, current billing address and the details from your debit or credit card.

Will you run a credit search against me when I pay with Klarna?

Klarna may run unrecorded enquiries that do not impact credit scoring and are only visible to you and Klarna.

What are my payment options with Klarna?

Payment for your pay in 3 will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected after 30 and 60 days.

Can I pay before the due date?

Yes, you can pay the outstanding balance of your Pay in 3 purchase early, simply log in to Klarna, go to the order page and select "Pay off early".

What happens if I cancel or return my order?

As soon as your order is cancelled or your returned items have been received, Klarna will cancel any future scheduled payments as well as any refund amounts due.

What happens if I don’t pay my statement?

Klarna will automatically attempt to collect your payment from the debit or credit card used at checkout. If they’re unable to collect the payment on the scheduled due date, Klarna will make one more attempt to automatically collect payment two days later. If the second attempt to collect the payment fails, Klarna will issue you a statement for the full outstanding order amount, which will become payable 15 days later. Klarna will notify you when a payment is due a couple of days ahead of attempting to collect it from your chosen card.

Why has Klarna declined my order?

Being accepted to pay using Klarna is dependent on a number of factors including address details, cardholder details, amount of the order, the online store, your previous order history and the availability of the items you have ordered.

What happens if I am declined by Klarna?

If you are not accepted by Klarna, you can checkout and pay as normal on the Chums website using your credit/debit card or PayPal. You can also order over the phone by calling 08715 265 265 - calls cost 13p per minute plus network extras.

I’ve received a statement, but have not received my order

Once your order has been processed, you will receive an email statement from Klarna with instructions of how and when to pay. If your due date is near and there is no sign of your goods, please contact Chums Customer Service team on 0333 355 4455. Lines are open from 8am - 8pm Monday - Saturday (excluding bank holidays and festive period), and 9am – 6pm Sundays.

What if I am unable to pay on time?

If you have any questions about extending your payment period, please contact Klarna's Customer Service who can look to postpone the due date on your payment.

I haven’t received an email statement from Klarna?

If you haven’t received your statement or would like help with your payment information, please contact Klarna’s Customer Services or log in on their website where you can find your order details and make payments. Please note that Klarna invoices are sent direct from Klarna and not from Chums. Your invoice will be sent via email so please check your junk folder before contacting Klarna’s customer service team.

Does Klarna receive my personal information?

Certain personal details will be passed to Klarna in order for us to offer you the payment option and check you are eligible. These details include your name, billing address, email address, phone number, bank details, date of birth and order details. Your personal data is handled in accordance with data protection. Full details can be found in Klarna’s Privacy Notice.

Can I change the card used to make payment?

The second and third payments will be taken automatically from the card you entered at checkout. You can change the payment card, by logging in to Klarna, going to your order and selecting "Change card", where you can enter your new card details.