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FAQ’s

Who are 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.

What services do Klarna offer?

Klarna offers direct payments, pay after delivery options and instalment plans in a smooth one-click purchase experience that lets customers pay when and how they prefer to.

What products can I purchase from IQOS.com using Klarna?

All our products on IQOS.com (including IQOS Starter Kits, HEETS and accessories) are eligible for payment with Klarna, if the basket spend exceeds £30. We cannot offer Klarna payment options on a basket spend of less than £30.

Will my order take longer to deliver if I purchase through Klarna?

As soon as your payment option has been approved by Klarna, you order will be delivered with free next day delivery as is standard on IQOS.com (on orders over £30).

Pay Later in 30 days

Can I use the Pay Later in 30 days option?

Although Pay Later in 30 days is widely promoted it is not always universally available. An algorithm determines whether the option is offered or not and this algorithm is based on a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability. Alternatively, you are able to complete your order by paying by credit or debit card at the checkout.

What happens if I don’t pay for my order?

Payment is due 30 days after the item is shipped. To help you pay on time, we'll alert you two days before payment is due – you'll receive a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too.

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

If you have chosen to Pay Later in 30 days, Klarna will send you an email with further details on how to pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card. You are always able to view payments instructions in the Klarna app.

Can I pay before the due date?

You can pay for your order at any point after you receive the email from Klarna with the details of your payment on. Just follow the instructions on this email or in the Klarna app to pay for your order.

Have you received my payment?

If you pay by card, IQOS will confirm your order right away. If paying by Pay Later in 30 days, Klarna will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, you can always check the status of your order and payments by logging in to the Klarna app or visiting www.klarna.com/uk.

What happens to my statement when I return the goods?

Once IQOS has received the return (partial or full) and you have received confirmation of this, an updated statement will be sent to you by Klarna if you've made a partial return. With a full return, your statement will be closed. You are always able to monitor the status of your order in the Klarna app.

I have received a statement, but not yet received my goods?

You have 30 days to pay, so you don’t need to pay right away. Most products from IQOS will be shipped with next day delivery, if your delivery date has passed and there is no sign of your goods, please contact IQOS or DPD to check on your delivery. 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 to receive my refund?

As soon as IQOS has registered your cancellation or your return, the refund will be processed within 10 business days.

Pay Later in 3 interest-free instalments

How does Pay Later in 3 interest-free instalments work?

Pay Later in 3 interest-free instalments will allow you to divide the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by IQOS and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

Am I eligible for Pay Later in 3 interest-free instalments?

Klarna is unique and offers Pay Later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay Later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, if it is denied, it does not mean it will be denied for all future orders.

Why have I not been offered Pay Later in 3 interest-free instalments?

Although Pay Later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay Later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

How can I increase my chances of being accepted for Pay Later in 3 interest-free instalments?

Klarna is unique and offers Pay Later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay Later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

Other Information

Will a credit search take place against me?

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. Neither Klarna nor IQOS run credit searches against you that could impact your credit rating.

What happens if I cancel or return my order?

As soon as IQOS has accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

Is my payment information safe?

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

I have asked for a refund, how will I receive the refund?

If you have paid for your order with a card, the refund will be made back to the same card. If you have not paid the statement yet, then the refund will reduce the statement or cancel it completely.

I haven’t received an email with my statement/payment information

If you do not have your statement number to hand you can log into the Klarna app or at www.klarna.com/uk, where you will find all of your orders and be able to make payments.

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

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

Where can I find Klarna’s terms and conditions?

IVisit Klarna app or Klarna’s website to see Terms and Conditions.

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