Frequently Asked Questions
Will a credit search take place?
Klarna may run unrecorded enquiries or soft credit searches that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Klarna do not run credit searches against you that could impact your credit rating.
Can I return goods if I use Klarna?
You can return your item as normal under our normal returns policy. We will process the return and Klarna will adjust your payment schedule accordingly.
What happens if I don’t pay in time?
Klarna offers credit products and you are required to make your scheduled payments directly to Klarna. Your payments are automatically withdrawn from your connected card or bank account according to the agreed payment schedule. Klarna will send you multiple friendly reminders before payment is due so you can make sure you’ve got enough money to pay. If payment fails, you may be charged a late fee, subject to T’s&C’s.
Who are Klarna?
We offer Klarna as a payment option so you can pay for your project on terms that suit you. Founded in 2005 in Stockholm, Sweden, with the aim of making it easier for people to shop online, Klarna are now one of Europe’s largest banks, providing payment provision for 200,000 online stores.
Who processes the payment?
Payment information is processed securely by Klarna. No card details are transferred to or held by Emperor Paint. All transactions take place via connections secured with the latest industry standard security protocols.
I still have questions regarding payment, how can I get in touch?
Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.
I haven’t received an email with my statement/payment information.
You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.
What happens to my statement when I have returned part of my order?
Once Emperor Paint has received the return and Klarna have received our confirmation, Klarna shall 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.
I have asked for a refund. How will I be refunded?
Refunds will be issued back to the debit or credit card which was originally used at checkout.
I have canceled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancelation or your return, the refund will normally be processed within 5 business days.
What happens if I cancel or return my order?
As soon as Emperor Paint has confirmed with Klarna that your cancelation / return has been accepted, Klarna will cancel any future scheduled payments as well as refund any amounts due. You will see the return in the Klarna app immediately.
I've received a statement, but I've not yet received my goods.
If you have not received your goods please call Emperor Paint to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
What happens if I cancel or return my order?
As soon as Emperor Paint has confirmed with Klarna that your cancelation / return has been accepted, Klarna will cancel any future scheduled payments as well as refund any amounts due. You will see the return in the Klarna app immediately.
What happens if I don’t pay for my order?
If you don't make your payments you will be in arrears as Pay in 3 and Pay in 30 are a credit product. Klarna may then share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Klarna may also refer any debt to a debt collection agency. This agency will collect the debt on behalf of Klarna. Also, if the debt is referred to a debt collection agency Klarna will share this information with credit reference agencies.
More information
At Klarna, we have a relentless focus on creating the best shopping experience in the world. We believe payments are so much more than just a way to send money. That’s why our smooth checkout options give you more time and control so you can focus on the things you love.
Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford to make your monthly repayments on time. Emperor Paint is not a lender and acts only as an introducer. The credit product is provided by Klarna Bank AB (publ).
Credit is only available to permanent UK residents aged 18 and over, depending on their status. T’s&C’s apply. Please note that Pay in 30 days and Pay in 3 instalments are not regulated by the FCA.
Klarna's Pay in 3 and Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Ts&Cs and late fees apply.
Need help?
Visit Klarna app Klarna’s customer service page for a full list of FAQs, live chat and telephone options.