Skip to content

Cart

Your cart is empty

Pay by Installments (Klarna)

WHAT IS KLARNA?

Klarna is a Swedish payment service provider that takes full responsibility for your payments. Klarna is the smooth payment provider for more than 200,000 online shops. More than 85 million consumers around the world have trusted Klarna to manage their payments securely.

 

HOW DOES IT WORK "PAY IN 3 INSTALLMENTS WITHOUT INTEREST? 

Paying in 3 installments will allow you to divide the cost of your purchase into 3 equal payments. Payment for each installment will be automatically charged to the credit or debit card you entered at checkout. Your first installment will be charged when Neutrale confirms your order, and installments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always control your scheduled payments in the ​Klarna app​.

 

AM I ELEGIBLE FOR THE OPTION "PAY IN 3 INSTALLMENTS" WITHOUT INTEREST?

To use the option Pay in 3 installments without interest you must be at least 18 years old. Although we have promoted this option extensively, Pay in 3 installments is subject to your financial circumstances. If you choose Pay in 3 installments, our evaluation will not affect your credit score.


HOW CAN I INCREASE MY CHANCES OF BEING ELIGIBLE TO USE KLARNA? 

Klarna is unique in that it offers Pay in 3 installments with no interest based on a number of factors including order value, previous order history and item availability.


If you are 18 years of age or older, you can improve your chances of being offered the Pay in 3 Installments option by ensuring that you provide your full name and accurate address information and ordering shipping to your billing address of record. All orders are evaluated individually. Just because you've been allowed to use a Klarna payment method before doesn't mean you'll be offered it for every order, just as being denied once doesn't mean you'll be denied for every future orders.


WHAT DO I HAVE TO PROVIDE WHEN I MAKE A PURCHASE?

If you want to make a purchase with Klarna using Pay in 3 installments, you will need to provide your mobile phone number, email address, current billing address and a debit card or card. Mobile phone number is required in case we need to contact you. All communications will be sent to your email address. It is very important that you provide us with the correct information, otherwise you will not receive your payment schedule or any updated information about the order.

 

WILL I GET A CREDIT CHECK?

Klarna can carry out so-called off-record inquiries (or quick credit checks) which do not affect your credit rating and are only visible to you and Klarna, but are not visible to other lenders. Neither Klarna nor Neutrale perform credit checks that may affect your credit score.



WHY WASN'T I OFFERED THE "PAY IN 3 INSTALLMENTS" OPTION? 

Although we have done a lot of promotion of Pay in 3 installments, this option is not always available globally. The Pay in 3 installments payment option is automatically generated using algorithms that depend on a number of factors, including address details, cardholder details, order amount, online store, order history previous and the availability of the article.



WHAT ARE MY PAYMENT OPTIONS WITH KLARNA? 

Payment for each installment of Pay in 3 Installments will automatically be charged to the credit or debit card you entered at checkout. The first payment is made when the order is confirmed. The second and third installments are charged 30 and 60 days after the payment of the first installment, respectively. You can always control your scheduled payments in the Klarna app.



WHAT HAPPENS IF I CANCEL OR RETURN MY ORDER? 

As soon as we have accepted your cancellation/return, Klarna will cancel any future scheduled payments and refund any amounts due. The return will be reflected in the Klarna app instantly.

 

WHAT HAPPENS IF I DON'T PAY FOR MY ORDER? 

Klarna will attempt to automatically collect payment for your Pay in 3 installments purchase at Neutrale from the credit or debit card you entered at checkout. If we are unable to collect your payment on the scheduled due date, Klarna will automatically make another attempt to collect the payment two days later. In case this last payment attempt fails, Klarna will send you a statement for the total amount of the pending order, which will be payable within 15 days. Klarna will notify you when a payment is due two days before it tries to collect it, and you can always check the due date in the Klarna app, at your convenience. Your credit score will not be affected by using Klarna's "Pay in 3 installments" products, even if you haven't paid on time.


I HAVE BEEN ASKED TO GO TO THE KLARNA SITE. IT'S RIGHT?

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


IS MY PAYMENT INFORMATION PROTECTED?

Klarna processes your payment information securely. Card data is never transferred to or retained by Neutrale. All transactions are made through connections protected with the latest industry standard security protocols.

 

CAN I PAY BEFORE DUE DATE? 

Yes. Simply go to the Klarna app or log in to Klarna.com/uk and prepay.


HAVE YOU RECEIVED MY PAYMENT? 

Klarna will notify you by email and send you a push notification from the Klarna app when your payment is due and has been successfully collected, or in the unlikely event that your payment fails. If you have been charged for a payment but have not received payment confirmation, you can always check the status of your order and your payments by going to the Klarna app or by logging into ​www.klarna.com/uk​.


WHAT HAPPENS TO MY STATEMENT ONCE I HAVE RETURNED THE ITEMS? 

Once we have received the return (partial or total) and you have received our confirmation of said receipt, Klarna will send you a statement with the updated payment schedule if you have made a partial return. In the event the return is complete, we will refund all payments collected and cancel any future payments scheduled. You can always check the status of your order in the Klarna app.

 

I HAVE RECEIVED A STATEMENT, BUT I HAVE NOT RECEIVED MY ITEMS YET. 

If you have not received your items, please send an email to hello@neutrale.co to check the status of your order and delivery. You can also contact Klarna Customer Service so we can postpone your payment due date or place your order on hold in the Klarna app while you wait for your items to arrive.


I HAVE CANCELED MY ORDER. HOW LONG WILL IT TAKE TO 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 REQUESTED A REFUND. HOW WILL I RECEIVE IT? 

Refunds will be sent to the debit or credit card originally entered at checkout.
I have not received any e-mail with my statement/payment information.
You can log in to the Klarna app or to ​www.klarna.com/uk​, where you will find all your orders and payment schedule information.


I KEEP HAVING QUESTIONS ABOUT PAYMENTS. WHO CAN I CONTACT?

Visit the Klarna app or the ​Klarna Customer Service page​ for a full list of frequently asked questions, chat live with our representatives or give them a call.