Frequently Asked Questions
Who is Klarna?
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment.
How does Pay later work?
Once your order is confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days (or 14 in Germany) to make payment for your order. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com.
Who is eligible for Pay later on Trouva?
To use Pay later you must be at least 18 years old. Pay later is only available to customers in the following countries and transacting in the following currencies:
How can I increase my chances of being accepted for Pay later?
Klarna is unique and offers Pay later based on a number of factors such as the order value, previous order history and item availability. You can improve your chances of being offered Pay later by ensuring you provide your full name, accurate address details and by shipping to your registered billing address. All orders are assessed individually. Just because you have had Pay later before does not mean it will be offered for every order and in turn, if it is denied does not mean it will be denied for all future orders.
Will a credit search take place against me?
Klarna may run so-called 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 Trouva run credit searches against you that could impact your credit rating.
What happens if I cancel or return my order?
As soon as Trouva have processed your cancellation/return, then Klarna will cancel the statement or refund your payment. Please allow up to 5 working days for this to appear on your account.
What happens if I don’t pay for my order?
Payment is due 30 days after the item is shipped. Klarna will remind you two days before payment is due by email, and if late, by text and letter too. If you fail to pay Klarna for your order, your credit score will be affected.
I have been asked to go to Klarna's site. Is this correct?
If you have chosen to Pay later, 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.
What do I need to provide when I make a purchase with Klarna?
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. Unfortunately we are unable to amend your email address after the order has been placed.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by Trouva. All transactions take place via connections secured with the latest industry standard security protocols.
Can I pay before the due date?
You can pay for your order at any point after you receive the email from Klarna with payment details. Just follow the instructions on this email to pay for your order.
Have you received my payment?
When paying by Pay later, 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 happens to my statement when I've returned the goods?
Once the boutique has received the return (partial or full) and you have received their 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.
I've received a statement, but I've not yet received my goods.
You have 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 get in touch with Trouva here. You can also contact Klarna’s Customer Service so that they can postpone the due date on your payment.
I have cancelled my order. How long will it take until I receive my refund?
As soon as the boutique has registered your cancellation or your return, the refund will be processed within 5 business days.
I have asked for a refund. 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 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 in at www.klarna.com, 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 Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.
Disclaimer: Our website contains links to websites owned and operated by third parties (e.g. Klarna); these are provided solely for your convenience. Trouva has no control over these sites and is not responsible for their content or availability.