Klarna FAQ

General questions

What is Klarna?

Klarna a payment provider that was founded in 2005 and now provided payments solutions for over 60 million people across 90,000 merchants in 14 countries.

Am I eligible?

If you tick all these boxes, Klarna is the payment method for you:

  • Be at least 18 years old
  • Have a UK bank account
  • Have a UK residential address

Got it? Great. Let the browsing commence…

What do I need to apply?

When you apply with Klarna, just make sure you have the following:

  • Phone number
  • Email address
  • Billing address
  • Date of birth

How do I manage my Klarna account?

Log in to the customer portal at Klarna.com at any time day or night, to review your purchases and settle your monthly statement.

Is my payment information safe?

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

Will a credit search take place against me?

Yes, we will perform a credit check for the 'Slice it' service. The 'Pay later' and 'Pay in 3' services don't require a credit check.

I have cancelled my order. How long will it take until I receive my refund?

As soon as Silentnight 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 your Klarna Account balance. If the Account ends up in a credit balance, this can be used towards future purchases or you can request it to be paid back by contacting Customer Service.

What happens to my statement, when I've returned the goods?

Once Silentnight 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 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/uk, where you will find all of your orders and be able to make payments.

Pay later questions

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 to try your order and only pay when you’re happy.

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, Klarna will alert you two days before payment is due and, if very late, they’ll also send you a text or 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.

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 to pay for your order.

Have you received my payment?

If 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/uk.

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 call Silentnight to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.

Slice it questions

How does Slice it work?

Spread the cost of your purchase into equal monthly payments with 0% interest. Slice it is a promotional plan on the Klarna Account.

How do I use Slice it?

The first time you shop with Slice it you will be asked to apply for a Klarna Account. If you’re approved, Klarna will create an account for you and your order will be placed. Every time you shop with Slice it after that, you only need to agree to the purchase and won’t need to sign up again.

Can I pay less than the amount owed each month?

You can at any time choose to pay your minimum payment instead of your interest-saver payment.

Your monthly minimum payment is the amount to be paid to avoid incurring late fees on your Klarna Account. Should you choose to pay your minimum payment instead of your interest-saver payment this will mean you will lose your promotional plan offer and the remaining balance will start to incur interest at 18.9% APR (variable).

How is my statement sent?

If you chose to use Slice it, we will send your monthly statement notification via email with instructions on how to make a payment and an overview of your Klarna Account. Once you have been landed on your Klarna Account overview page, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance.

I've received my monthly statement and a payment is due, but I've not yet received my goods.

You should of course not pay your statement until you've received your goods. In this case, contact Silentnight to get an update on your order.

Pay in 3 questions

How does Pay later in 3 work?

Pay later in 3 will allow you to spread 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 Silentnight and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.

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

Klarna will automatically attempt to collect your payment for your Pay later in 3 purchase at Silentnight from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment.

Can I pay before the due date?

No, this is not currently possible for Pay later in 3 purchases.

FREE UK delivery available

FREE UK delivery on orders over £49

Mattresses and divans delivery service

  • FREE UK delivery to a room of your choice
  • Professional 2-man delivery service
  • Includes set-up of your bed or mattress, plus removal and takeaway of the packaging
  • FREE next day delivery available on rolled mattresses

When do we deliver?

We deliver most items between Monday to Friday, 9am-6pm.

How long does delivery take?

Mattresses and divans are delivered within 7-14 days. Bedding is delivered within 3-5 days.

How much is delivery for orders under £49?

Orders of or under £49 will come with a £2.50 delivery charge.

Find out more about our delivery service here

60 night comfort trial

We're so confident that our beds and mattresses will provide you with a great night's sleep that we offer the security of the very best in terms of comfort guarantee.

  • At Silentnight we want to be sure that you are satisfied with the comfort of your new bed or mattress which is why we offer a total peace of mind 60 night comfort guarantee. If for any reason you are not totally satisfied we will exchange your purchased bed or mattress for an alternative Silentnight bed or mattress of your choice.
  • We do however ask that you try your new bed for at least four weeks for your body to adjust to your new bed or mattress.
  • For full terms and conditions, please click here for further details.

Total Quality Assurance

Before it gets to you your bed has been through a lot

  • All our mattresses, upholstered bases and headboards are made in the UK
  • All of our product meet European standards and exceed British standards
  • All our Upholstered beds and mattresses ordered through Shop.Silentnight are made to order
  • This means they are not stored for prolonged periods of time and are shipped to you direct from our factory.

Testing

  • Accredited onsite laboratory to bring the best products to you
  • Every Silentnight mattress type is tested to ensure it exceeds all British standards
  • Silentnight products are fully certified by the Forest Stewardship Council®(FSC®) FSC-C104461
  • We are full members of the Furniture Industry Sustainability Program.
Superbrands The Sleep Council nbf approved