FAQs

Klarna

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smoooth payments to more than 70,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later work?

Once your order's confirmed, you'll receive an email with payment instructions within two days from Klarna. You'll then have 30 days from the date of order fulfilment - when we've received all the information we need from you - until you need to make payment. This does not affect your 30-day return/exchange period, from the date of purchase, with Miss Diva. Complete the payment online, at your convenience, with no extra cost. You can pay via credit or debit card at www.klarna.com/uk

Am I eligible for Pay Later?

To use Pay Later you must be at least 18 years old. Whilst this option is widely promoted, Pay Later is subject to your financial circumstances. When choosing Pay Later, our assessment will not affect your credit rating.

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. If you are 18 or over, you can improve your chances of being offered Pay Later by ensuring you provide your full name and accurate address details and 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, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna, you'll need to provide your mobile phone number and your email address. The mobile number is required in case we need to reach you. All statements will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive the payment information and so will be liable for delayed payment fees.

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 Miss Diva run credit searches against you that could impact your credit rating.

Why have I not been offered Pay Later?

Although Pay Later is widely promoted, it is not always universally available. The Pay Later method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, the online 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 with debit or credit card immediately in the checkout or take advantage of our Pay Later payment option, where you can pay for the goods once you have received them via credit card or debit card.

What happens if I cancel or return my order?

As soon as Miss Diva has accepted your cancellation/return, then Klarna will cancel the statement or refund your payment.

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, we'll alert you two days before payment is due – you'll receive email reminders to pay – and, if very late, we’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.

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.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Miss Diva. 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 the details of your payment on. Just follow the instructions on this email to pay for your order.

Have you received my payment?

If you pay by card, Miss Diva will confirm your order right away. 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.

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

Once Miss Diva 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 call Miss Diva to check on delivery. You can also contact Klarna’s Customer Service so that we 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 store 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/uk, 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 for a full list of FAQ’s, live chat and telephone options.

Payment

What currencies and payment methods do you accept?

We’re not fussy. Miss Diva accepts all major credit/debit cards as well as payment via Paypal.
Please note: prices are displayed in your local currency, but your payment will be taken in British Pound £ using the current exchange rate.

Is my payment information safe?

You can trust us babe. At Miss Diva, all your personal information is treated with the utmost care. We use only secure and trusted banking providers, such as PayPal, and only proof of payment is transferred to us via a secure server connection, meaning we don’t hold onto any of our customers’ financial information.

Why has my payment failed?

Not going through? Your order with Miss Diva will not be confirmed until your payment has been successfully processed. Make sure you double check the information you have provided and check your card details - we all make mistakes! If you are still having problems with your payment please get in touch with our customer service team via customercare@missdiva.co.uk.

What are my delivery options?

From us to you - Miss Diva has a range of delivery options so you can pick which is best for you. The Delivery options should be displayed in your shopping cart, but just so you know, we delivery using the UK’s Royal Mail service, with options for Next Day Delivery and Guaranteed Saturday Delivery in the UK.
For international deliveries we use international shipping couriers.

I have not received my order, what should I do?

Track your treats! Miss Diva uses a tracking system on our deliveries so you can keep an eye on your hot new goodies. If you haven’t received your order yet, make sure to check your tracking to see whether it’s been left with a neighbour, in a safe space or if there is an explained delay. If you can’t access your tracking, feel free to get in touch with Miss Diva via customercare@missdiva.co.uk so our amazing customer care team can help solve the mystery for you.

My tracking shows as delivered but I have not received my order!

Don’t panic! Simply email Miss Diva with your name and order number so we can contact the delivery company for you and get you some answers, and hopefully your package!

My item has been returned to you because it could not be delivered!

We know it must be frustrating, but all our couriers will try to delivery your package to you twice before returning your items back to us and marking them as undelivered. If this has happened to you, your package will be processed as a refund so you’ll get your money back once we’ve got it. If you’d rather we send your package back to you rather than refund you, get in touch with Miss Diva with you name and order number via customercare@missdiva.co.uk and we’ll do what we can for you.

Do you deliver to work addresses?

Of course! To get your package delivered to your work simply enter your name and work address into the shipping section of checkout so you can get a Miss Diva treat to brighten your work day.

Technical/Account

I can’t sign into my account!

One of our Miss Diva babes but can’t log in? Double check the spelling of your email address and password - if this doesn’t solve the problem, try our ‘forgot password’ option which will give you a password reminder. Still having problems? Contact us at customercare@missdiva.co.uk.

I have not received a confirmation email!

Ordered but not heard from us? We’re not the types to leave you on hanging...double check your junk folder and wait up to an hour for your confirmation email. If you’ve still got nothing, get in touch with us via customercare@missdiva.co.uk and we’ll be happy to help.

My payment has declined, why?

Payment declined? Double check that all your details are correct, including your billing address and card number. If you’re still having trouble get in touch with us via customercare@missdiva.co.uk and we’ll help you work it out.

I am not receiving your newsletter!

Signed up but still not receiving our hot Miss Diva newsletter? Oh no! We don’t want you to miss out on our new collections and exclusive deals...double check your spam folder for anything that might’ve got redirected from us and add customercare@missdiva.co.uk to your address book and safe email list. If you’re still not getting anything, please get in touch with us and we’ll be happy to help.