Klarna FAQs

Pay in 3 instalments

Frequently Asked Questions

Who is Klarna?

Klarna is a payments service that helps you buy the things you want or need. Right now, over 100
million people worldwide use Klarna at over 200,000 online stores.

How does Pay in 3 instalments work?

Klarna’s Pay in 3 instalments is a credit product that lets you spread the cost of your purchases
over 3 equal payments. Klarna will take the payments from your debit or credit card directly so you
don't have to worry about missing a payment. Klarna will take the irst payment when you make the
purchase, the second 30 days later and the inal payment 60 days from your purchase date. You can
see your past and future payments at any time using the Klarna app.

Am I eligible for Pay in 3 instalments?

You need to be at least 18 years old and a UK resident to use Klarna’s credit products including
Pay in 3 instalments. When you choose Klarna they will also check the information you provide and
your inancial situation.

Can I have multiple Pay in 3 instalments orders at the same time?

Yes, you can. If you see Klarna Pay in 3 instalments when you go to an online checkout then Pay in
3 instalments is available to you. Every time you use Pay in 3, Klarna will check to see whether
you can use Pay in 3 again for each additional purchase.

What does Klarna consider when reviewing my application?

Klarna offers Pay in 3 instalments based on a number of factors such as the purchase amount, and
previous order history. You can improve your chances of being offered Pay in 3 instalments by
ensuring you provide your full name, accurate address details and arrange shipping to your
registered billing address. All orders are assessed individually. Just because you have been
accepted for Pay in 3 instalments before does not mean it will be offered for every order. In turn,
if your application for Pay in 3 instalments is denied, it does not mean it will be denied for
future orders.

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

If you want to purchase something using Klarna’s Pay in 3 instalments, you'll need to share your
phone number, email address, current billing address and your credit or debit card details. If
Klarna need to talk to you urgently they'll use the phone number you've shared. For any other
information
Klarna need to share with you, they'll send this to your email address.

Will a credit search take place?

When you use Pay in 3 instalments, Klarna will perform a credit search. This means Klarna will look
at certain information in your credit report to decide whether to approve your purchase.

How do I make repayments to Klarna?

Klarna will take your Pay in 3 instalments payments from the debit or credit card you shared when
you made your purchase. Klarna will take the irst payment when you make your purchase, the second
payment after 30 days and the inal payment 60 days from the day you made your purchase. You can see
both past and future payments using the Klarna app.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk

Is my payment information safe?

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

How do I know Klarna has received my payment?

Klarna will notify you by email and push notiication when a payment is due and when you have made
or missed a payment. 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 if I don’t pay for my order on time?

Pay in 3 instalments is a credit product and you are required to make your scheduled payments to
Klarna. If Klarna is unable to collect your payment on the scheduled due date Klarna will make a
further attempt to automatically collect payment seven days later. Should this next payment attempt
fail, Klarna will make a inal attempt to collect payment seven days later. They may continue to
attempt to collect overdue and currently due payments on subsequent due dates, or invoice you
separately for the unpaid total. Klarna may also share information about your missed payments with
credit reference agencies. This means you may ind it dificult or more expensive to use Klarna or
other lenders' credit products in the future. Full details can be found in the Klarna terms and
conditions here.

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 is a credit product. Klarna may
then share information about your missed payments with credit reference agencies. This means you
may ind it dificult 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.

I've received a statement, but I've not yet received my goods.

If you have not received your goods please call Torque GT 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 Torque GT has conirmed 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 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.

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.

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

Once Torque GT has received the return and Klarna have received our conirmation, 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.

What happens to my statement when I have returned part of my order?

Once Torque GT has received the partial return and Klarna have received our conirmation, an
updated statement with an adjusted payment schedule will be sent to you by Klarna. You are always
able to monitor the status of your order in the Klarna app.

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 ind all of your orders and
payment schedule information.

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.

Klarna’s Pay in 3 instalments credit agreements are not regulated by the FCA. Use of these and any
missed payments may affect your ability to obtain credit from Klarna and other lenders. 18+, UK
residents only. Subject to status. T&Cs apply.

Klarna Financing

Do you offer a financing plan?

We have partnered with Klarna to offer credit as an option when purchasing with us. With the Klarna
Financing payment plan, you can spread your payments over [6,12, 24 or 36] months.

Who is Klarna?

Klarna is a global 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 trust Klarna to securely handle their payments.

How do I place an order using Financing with Klarna?

To purchase with Klarna Financing, 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 for Klarna Financing. You will be asked to provide information about yourself which is
required to check your eligibility. If you are 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.

Am I eligible?

To be eligible for Klarna Financing you must be at least 18 years old and a UK resident. Your
application approval is subject to Klarna's review of the details you provide and your inancial
circumstances. A full credit search will also be performed when you apply for a Klarna Financing
agreement.

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
your employment and bank details.

Will I be required to pay anything when I apply?

In some cases, you may need to pay a portion of the balance as a deposit up front. If this is the
case, you will be prompted to make a deposit as part of the Financing application.

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

Our Financing options are credit plans with repayment terms ranging between 6-36 months. Interest
rates will vary depending on the credit agreement offered but will be clearly displayed at the
point of checkout

The monthly instalments will be collected automatically from your bank account via Direct Debit. It
is important to ensure you have enough funds in your account to cover the repayment on your due
date each month.

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 debit your monthly instalments from your bank account automatically
via this Direct Debit Mandate so you don’t need to do anything. It is important to ensure that you
have enough funds in your account to cover the repayments on your due date each month.

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 conirming 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 receive all Klarna communications
related to your Financing plan.

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 the credit
reference agencies who supply Klarna with credit information. The agencies will record details of
the search, which can be seen on your credit ile, regardless of whether or not credit is approved.
This record will also be visible to third parties and other lenders and may affect whether or not
other organisations decide to provide you with credit in future. For any questions relating to the
credit check process, you can 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 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. Your credit rating may be affected which will make it more dificult 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 your Financing agreement and assign the debt to a debt collection agency to
collect on behalf of Klarna. Klarna may also sell the debt to a debt collection agency.

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.

I purchased my item on a Klarna Financing plan and I would like to return it.
Please contact our support team at hello@torque-gt.com or call 01626 836590 to process your
return. Once your return has been processed your Klarna Financing plan will be adjusted.

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. This is usually completed within the next 5 business days.

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.

Torque GT Ltd is authorised and regulated by
the Financial Conduct Authority (FCA FRN 658172) and acts as a credit intermediary and not a lender,
offering credit products provided exclusively by Klarna Bank AB (publ). Finance is only available
to permanent UK residents aged 18+, subject to status, terms and conditions apply.

https://www.klarna.com/uk/terms-and-conditions/