Klarna FAQs

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How do 3 interest-free instalments with Klarna work?

Spread the cost of your purchase over 3 equal payments with Klarna. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment is collected when your order is confirmed by Hug Rug, with instalments 2 and 3 scheduled 30 and 60 days later. You can monitor your payment schedule in the Klarna app.

Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. Subject to status. Ts&Cs and late fees apply.

Am I eligible for 3 interest-free instalments with Klarna?

To use 3 interest-free instalments with Klarna, you must be a UK resident and at least 18 years old. Eligibility is subject to your financial circumstances. When you apply, Klarna will perform an assessment which will not affect your credit rating..

How can I increase my chances of being accepted for Klarna?

Klarna offers 3 interest-free instalments based on several factors, including order value, previous order history, and item availability. You can improve your chances of acceptance by ensuring your full name and billing address details are accurate and match your card details. All applications are assessed individually by Klarna.

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

If you want 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 and a debit or card card. The mobile number is required in case we need to reach you. All 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.

Is there a minimum spend?

On Hug Rug we have a £100 minimum spend to be able to use Klarna.

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

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto www.klarna.com/uk.

Is my payment information safe?

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

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto www.klarna.com/uk and pay off early.

Have you received my payment?

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

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

Once Hug Rug has received the return (partial or full) and you have received their confirmation of this, 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 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've received a statement, but I've not yet received my goods.

In the event that your goods have not been received please call Hug Rug to check on your order and delivery status. 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 while you wait for the goods to arrive.

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

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

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.

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

Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.