FAQ
Answers to your frequently asked questions!
PRE ORDERS
When will I receive my pre order?
Pre Orders are shipped within 1-4 weeks. Full details can be found on the product information for the particular product you order. Once shipped, your order will be sent via the shipping class you selected.
KLARNA PAY
What is Klarna Pay and how do I use it? We've partnered with Klarna to help you spread the cost of those must have items you've been eyeing up. Choose to either Pay Later or spread the cost over 3 payments interest free!
Find all the answers you need below.
Who is Klarna?
Klarna is a payment service provider, from Sweden, who take end-to-end responsibility for your payment. They support 60 million consumers worldwide in over 70,000 online stores and are very safe to use
I have been asked to go to Klarna's site. Is this correct?
If you have chosen to Pay After Delivery (with a 14 or 30 day grace period), 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. If you do not pay Klarna within the grace period, late fees may apply
If Klarna gives me the option to Pay After Delivery within 14 or 30 days, does a credit search take place against me?
Neither Klarna nor Novu run credit searches against you that could impact your credit rating. Klarna may run a quotation search which is an enquiry which only you, and no other companies, can see and which does not affect credit scoring.
How does Klarna Pay After Delivery work?
After Novu has sent your order, you will receive an email with payment instructions, telling you when you need to pay by, it’s typically 14 or 30 days after the order is shipped. If you do not have your email to hand, you can contact Klarna’s Customer Service here.
What do I need to provide when I make a purchase?
If you want to make a purchase with Klarna you need to provide your name, address and email address. For some orders you may need to provide your mobile number or date of birth, too. All information will be sent to your email address, including payment reminders and links to your online statements. It's very important, that you give us the correct details, as otherwise you will not receive the payment information and so be liable for delayed payment fees.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Novu. All transactions take place via connections secured with the latest industry standard security protocols.
Why have I not been offered Pay After Delivery?
Although Pay After Delivery is widely promoted it is not always universally available. The Pay After Delivery method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the e-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 are my payment options with Klarna?
You can pay immediately with debit or credit card (Visa/Mastercard) in the checkout or take advantage of our Pay After Delivery payment option, where you can pay for the goods once you have received them via debit or credit card.
How do I pay for my order?
If you have received your goods and want to pay, either log in at www.klarna.com or click the link from the email Klarna sent you regarding this order. If you cannot log in to pay, contact Klarna’s Customer Service here
Have you received my payment?
If you pay by card, Novu will confirm your order right away. If paying by Pay After Delivery, 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 at www.klarna.com.
What should I do if I want to cancel my order?
If you would like to cancel your order, we ask you to contact the store where you made your purchase.
I have cancelled my order. How long will it take until I receive my refund if I paid by card?
As soon as the store have registered your cancellation or your return, the refund will be processed within 5 business days.
With Pay After Delivery, what should I do if I want to return part or all of my order?
If you are close to your Pay After Delivery payment due date, you should also contact our Customer Service who will make any necessary adjustments to the statement and provide further help if needed.
What happens to my invoice, when I've returned the goods?
Once the store has received the return (partial or full) and you have received their confirmation of this, an updated statement will be closed.
I've received an invoice, but I've not yet received my goods
With Klarna’s Pay After Delivery, you have either 14 or 30 days to pay, so you don’t need to pay right away. If your due date is near and there is no sign of your goods, please call the store to check on delivery. You can also contact Klarna Customer Service so that we can postpone the due date on your payment
How will I be refunded?
If you have paid for your order with card, the refund will be made back to the same card. If you paid using bank transfer, you will need to provide Klarna with your IBAN number in order for Klarna to make the repayment. If you have not paid the invoice yet, then the refund will reduce the invoice or cancel it completely.
I still have questions regarding payment, can I speak to someone at Klarna?
Visit Customer Service for Live Chat or call 020 300 50833 Monday - Saturday 9.00 AM - 6.00 PM, closed Sunday.
Merchant Dependant Questions
Can I request delivery to an address other than my billing address?
Yes. When selecting Klarna as a payment method, you can choose to deliver the goods to an address other than your billing address. At the checkout, you will be given the option to enter a separate delivery address.