Where is my order?

Important information

This is the busiest time of year for our couriers and like us they continue to work under coronavirus restrictions, you will receive notification from them when your parcel is out for delivery and our customer service team doesn’t have any additional information, please do wait for the carrier updates advising you of your delivery date. There are a very small number of deliveries that may take a little longer to reach you but please be assured that your order will be with you very soon.

Deliveries to the UK

When your order is despatched, we'll send you an email with your tracking number and a link to our carrier’s website to tell you the current status of your delivery.

You can track your order by following these steps:

1.Click on the my account tab at the top right of the page

2. Sign in

3. Select the ‘My orders’ tab

4. Select ‘View order

5. Click ‘Track order

You will now be able to see the order’s current status and full tracking history.

Klarna Interest Free Finance

Do you offer a financing plan?

We have partnered with Klarna to offer interest-free credit as an option when purchasing with us. With the Klarna Financing payment plan, you can spread your payments over [X, X or X] months.

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 90 million consumers worldwide have trusted Klarna to securely handle their payments.

How do I place an order using Financing with Klarna?

Purchasing with Klarna Financing is simple. Add the product you wish to purchase to your basket and proceed to the checkout as normal. Then select the “Pay Over Time” payment method. This will start your application with Klarna Financing. You will then be asked to provide some basic information, followed by details required to check your eligibility. If you’re approved, your payment plan will be created and your order will be automatically placed with us. It’s a short application and you won't have to leave our website.

What details do I need to provide when I make my purchase?

You will need to provide your name, billing address, email address and phone number, as well as some basic employment and bank details.

Will I be required to pay anything when I apply?

In some cases, Klarna may offer finance contingent on the applicant paying a portion of the balance up front. If this is the case, you will be prompted to make a deposit during the application flow.

If I make my purchase on a Klarna Financing plan, will I pay interest?

Our interest-free offer means that you won’t have to pay interest. The monthly instalments will be collected automatically from your bank account via Direct Debit. Please ensure you have enough funds in your account to cover the repayment on your due date.

Am I eligible?

To be eligible for Klarna credit products you must be at least 18 years old and a UK resident. Your application approval is subject to Klarna's review of your financial circumstances and a full credit search.

If I apply for Klarna Financing, will this affect my credit score?

When you apply for Financing with Klarna, Klarna will make a full credit search with credit reference agencies who supply Klarna with credit information. The agencies will record details of the search, which can be seen on your credit file, whether or not credit is granted. This record will also be visible to third parties and may affect other organisations’ future decisions on whether or not to provide you with credit. For any questions relating to the credit check process, contact Klarna’s customer support team.

What if I am late or miss a payment?

Your monthly payment must reach Klarna by the payment due date.

Klarna will also report information to credit reference agencies about the payments you make, and about any payments that you fail to make on time. Late or missing repayments may have serious consequences for you and cause you serious money problems. Your credit rating may be affected which will make it more difficult or more expensive for you to obtain credit in the future. If at any time you miss consecutive payments, Klarna may serve you a default notice requiring you to repay what you owe. If you fail to do so, Klarna may terminate the Agreement and assign or sell the debt to a debt collection agency who will become responsible for recovering the debt themselves. If you are having trouble making repayments, please get in touch with Klarna customer service via the support section of the Klarna app or via Klarna’s customer support page.

Will I receive an email confirmation when purchasing with Klarna Financing?

If you have selected the Klarna Financing option to pay for your purchase, Klarna will send you an email confirming your purchase details. The email will contain a link to Klarna’s online portal or to download the app, where you can manage your purchases with Klarna. It is essential that you provide accurate information during checkout to ensure that you can receive Klarna’s communications.

Can I set up automatic monthly repayments?

During the Klarna Financing application you will be asked to set up a Direct Debit Mandate from your bank account. Klarna will draw your monthly instalments from your bank account automatically via this Direct Debit Mandate so you don’t need to do anything.

How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, we will credit the balance back to you or process a refund within the next 5 business days.

I purchased my item on a Klarna Financing plan and I would like to return it.

Please contact our support team at [insert merchant returns contact details] to process your return. Once your return has been processed your Klarna Financing plan will be adjusted.

I still have questions about Klarna Financing.

Please visit Klarna’s customer service page for a full set of FAQs. Alternatively, you can contact Klarna via live chat from their website, by downloading the Klarna app or over the phone at 0808 189 3333.

 

Can I cancel or amend my order?

We hope you’re super excited about the order you’ve placed! If you need to make any amendments to your order, we are currently unable to do this once the order has already been placed. However, you may be able to cancel your order and place a new one instead.

If you have changed your mind and want to cancel your order, we now offer a cancellation self-service, but you need to be quick. You have a limited amount of time after placing your order to cancel it depending on the delivery option you’ve selected.

To cancel your order:

1. Log in to my account

2. Go to ‘My orders’

3. Select the order you want to cancel

4. Click the ‘Cancel order’ link underneath the tracking details

5. Select your reason for cancellation and click the ‘Cancel order’ button

6. You’ll get a message to confirm if your cancellation was successful and the order status will change to ‘Cancelled’

If you do not see the ‘Cancel order’ link, we’re sorry but it’s too late for us to cancel your order. Don’t worry, you can still return your items for a full refund. Please click here for more details on returns.

 

When will I receive my refund?

For online orders, refunds will be processed using the original payment method.

If you are returning a UK order and using an RI returns label, Carrier label or QR Code, we aim to process your return and issue your refund within 10 days of drop off. This includes Royal Mail, Collect+, ASDA or Hermes ParcelShop.

If you are returning from the Republic of Ireland or Internationally and using the returns service, we aim to process your return and issue a refund within 7 days of the parcel arriving at our distribution centre.

We will email you as soon as we have issued your refund. Your refund will be visible on your statement between 1 and 10 days after it has been processed, in line with the processing lead times of your payment provider.

Store Returns:

For store returns, refunds will be processed using the original payment method.

If you do not have the original credit or debit card, then your refund will be issued onto a RICI Refund Card.

Your refund will be visible on your statement between 1 and 10 days after it has been processed, in line with the processing lead times of your payment provider.

Visit our returns pages to see all of the available return options for you.

If you need any additional help with your purchase or refund, please see our contact us page.