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Frequently asked questions

Where can I find my invoice?

We’ll send an invoice to the e-mail address specified in your order. Your electronic invoice acts as a warranty card. Also, if you have an account and the order was placed in our online store, you’ll find your invoices in your user profile.

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My payment cannot be verified. What should I do?

There could be several reasons for this issue. We’re not able to see exactly what’s causing this error but some of the most common reasons are:

– incorrect postcode;
– incorrect verification code or card details;
– insufficient funds / expired card;
– declined due to an international purchase (check if this feature is available for your card);
– declined by the bank.

We always recommend that you get in touch with your bank to clarify why your transaction cannot be verified.

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Is paying with Klarna safe?

Klarna processes your personal data in order to carry out their obligations and for the additional purposes set out in the Privacy Notice. The Privacy Notice is available here. With Klarna, you’re always covered through their Buyer Protection policy. Modern safeguards protect your information and prevent unauthorised purchases.

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When will the payment be taken, if I use Klarna as the payment method?

Klarna offers two payment options:

Pay in 30 days

Make your purchase today, so you can try before you buy. Only pay for what you keep. Pay up to 30 days later.

Paying after delivery allows you to try before you buy and is the easiest way to shop online.

– Complete the payment in full after purchase at no fees when you pay on time.
– Report returns directly in the Klarna app and only pay for the items that you keep.
– Not making your payment on time could affect your ability to use Klarna in the future.
– Debt collection agencies are used as a last resort.

Pay in 3 interest-free instalments

Divide the cost of your purchase into 3 interest-free instalments. The first payment is made at the point of purchase, with the remaining instalments scheduled automatically every 30 days. No fees when you pay on time. Select the Klarna option and enter your debit or credit card information. To check your eligibility, Klarna will perform a soft search with a credit reference agency. This won’t affect your credit score.

– A new way to pay that’s a great alternative to a credit card.
– 3 instalments give you the flexibility to shop without interest or no fees when you pay on time.
– Not making your payment on time could affect your ability to use Klarna in the future.
– Debt collection agencies are used as a last resort.

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What do I need to know while paying via Klarna?

You must be at least 18 years old. Your card must be valid (i.e. not expired) and issued to you, and you must have sufficient funds on the card. Please note that Klarna will notify you in writing prior to any withdrawals taken from your registered card, if a payment fails, if an instalment amount is rolled over to the next scheduled due date or if the debt is handed over to an external debt collection agency.

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How does the Klarna payment method work?

Step 1 – Add products to your cart and select “Klarna” when you check out;
Step 2 – Enter a few personal details and you’ll know instantly if you’ve been approved;
Step 3 – Klarna will send you confirmation and payment reminders via e-mail. You can manage your orders and payments in the Klarna app.

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What payment methods can I use?

Credit cards (Visa, Mastercard), PayPal, bank transfer (for the bank transfer option, please contact us at [email protected]) are all accepted. You can also choose to purchase via phone, with our team adding all of the necessary information (+441202029699). Furthermore, we’re offering Klarna as a payment option, which allows you to pay in instalments.

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I want to change the shipping address. How can I do that?

Please contact our Customer Service team ([email protected] or +441202029699) as soon as possible. If your order hasn’t reached the fulfilment stage yet, we may still be able to change the shipping address. However, we’re often unable to make these changes because we have your order packed and awaiting shipment within 24 hours of being placed.

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Is it possible to change or cancel my order?

Please contact our Customer Service team ([email protected] or +441202029699) as soon as possible. If your order hasn’t reached the fulfilment stage yet, we may still be able to change or cancel it. However, we’re often unable to make these changes because we have your order packed and awaiting shipment within 24 hours of being placed.

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How do I know if my order went through successfully?

Once our payment provider processes your payment, we’ll send an order confirmation to the e-mail address you’ve provided when placing your order.

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I want to provide additional information, such as my door code, additional links, etc. Where can I do this?

This can be done at the checkout page, in the section of order comments. The field name is “Other Comments”.

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What if I can’t find the information I’m interested in in the product description?

Contact us via e-mail at [email protected] — we’ll be happy to answer all of your questions!

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