Klarna FAQs

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Please spend responsibly. Borrowing more than you can afford could seriously affect your financial status. Make sure you can afford your monthly repayments on time.

MattressOnline.co.uk Ltd is authorised and regulated by the Financial Conduct Authority (FCA FRN 923012) and acts as a credit intermediary and not a lender, offering credit products provided exclusively by Klarna Bank AB (publ). Please note that the following products are not regulated by the FCA: [Pay in 30 days and Pay in 3 instalments]. Use of these and any missed payments may affect your ability to obtain credit from Klarna and other lenders.

Finance is only available to permanent UK residents aged 18+, subject to status, terms and conditions apply.

What is Klarna?

Klarna provides interest-free finance. Founded in 2005, over 85 million customers trust Klarna to process their payments securely.

Klarna helps you buy the things you need now - but pay later. No fees, no interest. It's a simple way to spread the cost of your shopping.

At Mattress Online, we offer two Klarna payment options - Pay Later in 3 and 0% Finance. Here's a quick guide to help you compare both payment options.

Payment optionPay Later in 30% Finance
Minimum spend£300£500
Maximum spend£1000N/A
Instalments3 equal instalmentsEqual monthly instalments
Payment duration60 daysChoose between 6, 10 or 12 months
Payment start dateOn the day of purchase30 days after your order is shipped
Credit check?YesYes

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Pay Later in 3 - no interest, no fees

How does it work?

Pay Later in 3 is a super-easy way for you to spread the cost of your purchase over 3, interest-free payments.

  1. Add your item(s) to your basket
  2. Spend between £300-£1000 on your order
  3. Go to checkout and select 'Pay later in 3 interest-free instalments'
  4. Your total amount is split into 3 equal instalments
  5. You'll pay the first instalment once your order is confirmed
  6. Klarna will take the remaining payments after 30 and 60 days

How do I make a payment?

Klarna will automatically collect your payments in 3, interest-free instalments, from the debit or credit card you used at checkout. Klarna will always let you know - two days in advance - when they're about to collect your payment.

Will you do a credit check?

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.

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

If Klarna can't collect your payment on the due date, they will make an attempt seven days later. Should this next payment attempt fail, Klarna will make a final attempt to collect payment seven days after that. 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 find it difficult or more expensive to use Klarna or other lenders' credit products in the future. 

Klarna may also refer any debt to a third-party agency. Klarna will share this information with credit reference agencies.

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0% Finance - up to 12 months interest-free

How does it work?

0% Finance is a simple way to spread the cost of your purchase across equal monthly payments, with no interest. You can choose between 6, 10 or 12 months.

  1. Add your item(s) to your basket
  2. Spend £500 or over on your order
  3. Go to checkout and choose 'Financing'
  4. Decide whether to split your total amount into 6, 10 or 12 equal monthly payments
  5. You'll be asked to create a Klarna account if you don't already have one
  6. Once you're approved, you'll be sent back to checkout to complete your purchase
  7. Pay your first instalment 30 days after your order is shipped
  8. Pay each instalment every month

How do I make a payment?

Klarna will send you an email when payment is due each month, including instructions on how to pay and an overview of your account. Log in to Klarna, or use the Klarna app to review your purchases and settle your monthly statement. You can choose to pay by Direct Debit if you prefer.

Please remember to pay on time. Late or missing repayments may have serious consequences for you and cause you significant money problems.

Will you do a credit check?

Yes, Klarna will run a credit check.

Please note that credit checks can affect your credit rating. This can make it more difficult or more expensive for you to obtain credit in the future.

What if I forget to pay?

Late or missing repayments may have serious consequences for you and cause you serious money problems.

Your credit rating may be affected which will make it more difficult or more expensive for you to obtain credit in the future.

If you miss a payment, Klarna may send you a letter asking you to repay what you owe. If the money isn’t paid, Klarna may cancel your Financing agreement and involve a third-party 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.

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General FAQs

Am I eligible?

To be eligible for Pay in 3 or 0% Finance, you need to:

  • Be 18 or older
  • Have a UK bank account and home address

What information does Klarna need?

For Pay in 3 and 0% Finance, Klarna needs your:

  • Name
  • Date of birth
  • Mobile phone number
  • Email address
  • Debit or credit card
  • Billing address

It's very important to check that you've entered all your details correctly. Klarna will need them to send you updates, including your monthly statements if you've chosen 0% Finance.

Why haven't I been offered Pay in 3 or 0% Finance?

Klarna payment options aren't universally available - they're automatically generated by algorithms.

These algorithms take a number of factors into account, including:

  • Address details
  • Cardholder details
  • Order total
  • Online store
  • Previous order history
  • Item availability

For 0% Finance, Klarna will also perform an affordability assessment through their credit search to ensure you can meet your repayment obligations.

If you haven't been accepted, you can still pay for your order using your credit or debit card, as normal.

How can I increase my chances of being accepted?

There are a few things you can do to improve your chances of being approved.

So long as you're 18 or over, please ensure that you:

  • Hold a UK bank account and address
  • Enter your full name and address details accurately
  • Ensure your name and billing address match those held by your bank account
  • Request delivery to your billing address

Klarna assesses all orders individually. Just because you've been accepted for a Klarna payment method before doesn't mean it will be offered every time. Similarly, just because you're not eligible this time around, this won't always be the case for all future orders.

Can I pay it off early?

You can pay in full or pay more towards your balance anytime.

  1. Go to the Klarna app or log in to Klarna
  2. Visit your Klarna Account
  3. Select "make a payment" and enter the amount you wish to pay

Is my payment information safe?

Yes. Klarna process all payment information securely. All transactions take place via connections secured with the latest industry-standard security protocols.

No payment details are transferred or held by Mattress Online.

How do I know Klarna received my payment?

You'll always get an email and a notification from the Klarna app:

  • When a payment is due and has been successfully collected
  • If in the unlikely event that your payment failed

If Klarna has collected a payment but you haven't received confirmation, you can check this at any time. Simply log in to Klarna, or use the Klarna app.

I haven't received my statement?

If you haven't received an email with your statement, you can view your statement in the Klarna app.

You can contact Klarna's customer service team via phone or live chat for further assistance.

I've received a statement, but I've not yet received my items?

In the unlikely event that you haven't yet received your items, please call Mattress Online on 01709 780 881 to check on your order and delivery status.

You can also contact Klarna's customer service team. They can:

  • Postpone the due date on your payment
  • Put your order on hold in the Klarna app while you wait for your goods to arrive

What if I cancel or return my order?

As soon as Mattress Online has processed your cancellation or return, Klarna will cancel all scheduled future payments, and refund any amounts paid.

You can check this immediately in the Klarna app.

When will I get my refund?

Once Mattress Online has registered your cancellation or return, your refund will arrive within 5-7 business days.

How will I be refunded?

Your refund will be credited back to your Klarna Account balance. If your Account is in credit, you can request for this money to be paid back to your debit or credit card, or you can use it towards future purchases.

I've returned my items. What happens to my statement?

Once Mattress Online has confirmed receipt of your return (partial or full), Klarna will send you an updated statement.

If your return is partial, your statement will show an adjusted payment schedule. If your return is full, Klarna will refund any payments collected and cancel your scheduled future payments.

You can always check your order and returns in the Klarna app.

I still have questions! How can I get in touch?

There are lots of ways you can contact Klarna.

You can:

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