FAQ

Frequently Asked Questions

Pre-Orders

When will my pre-order be delivered?

Pre-orders are typically shipped within 1 to 4 weeks. You can find the specific shipping timeframe on the product page of the item you ordered. Once your order has been dispatched, it will be shipped using the delivery method you selected at checkout.

Klarna Payment

What is Klarna Pay and how can I use it?

Klarna is a payment service that allows you to spread the cost of your purchase. You can choose to pay later or split the payment into three equal, interest-free installments, making it easier to manage your budget while purchasing the items you want.

Who is Klarna?

Klarna is a secure and trusted payment provider based in Sweden, serving over 60 million customers in more than 70,000 online stores worldwide. They handle your payments and ensure a smooth and secure transaction process.

Why am I being redirected to Klarna's website?

If you select the “Pay After Delivery” option, Klarna will send you an email with instructions on how to complete your payment. This will include a link to Klarna’s site where you can settle your balance using a credit or debit card. If the payment is not made within the agreed timeframe, late fees may apply.

Will using Klarna affect my credit score?

No, Klarna does not perform credit checks that impact your credit score. Instead, they may perform a soft credit inquiry, which is only visible to you and does not affect your credit rating.

How does Klarna's "Pay After Delivery" work?

Once your order has been shipped, Klarna will email you with payment instructions, detailing when and how to pay. Typically, you have either 14 or 30 days to complete the payment after your order has been dispatched.

Why am I not able to use Klarna's Pay After Delivery option?

The availability of Klarna's Pay After Delivery option is determined by several factors, such as the order amount, the store, your order history, and product availability. If this option is not available, you can still pay using a debit or credit card at checkout.

How do I make a purchase using Klarna?

Simply provide your name, address, and email address during checkout. For some purchases, you may be asked to provide additional information like your mobile number or date of birth. It’s important to enter correct information to ensure you receive all relevant payment details and avoid any late fees.

Is my payment information secure?

Yes, Klarna handles all payment information securely. No payment details are stored or processed by Coya. All transactions are encrypted and secure.

What payment options does Klarna offer?

You can either pay immediately using a credit or debit card (Visa/Mastercard) at checkout, or choose the Pay After Delivery option to pay for your purchase once you’ve received it.

How do I make a payment for my order?

You can log into your Klarna account at www.klarna.com or follow the payment link provided in the email from Klarna. If you encounter any issues, Klarna’s Customer Service is available to help.

How can I check if my payment was successful?

For immediate payments, Coya will confirm your order right away. If you opted for Pay After Delivery, Klarna will send you a confirmation email once your payment is received. If you don’t receive this email, log into your Klarna account to check your payment status.

Orders, Cancellations, and Returns

Can I ship my order to a different address than my billing address?

Yes, when using Klarna, you can choose to ship to an address that is different from your billing address. You will have the option to enter a separate shipping address at checkout.

What should I do if I want to cancel my order?

If you need to cancel your order, please contact the store where you made your purchase as soon as possible. If the order has not yet been processed, a full cancellation and refund will be made within 5 business days.

How will a return affect my Klarna invoice?

If you return part or all of your order, contact Coya Customer Service to update your Klarna invoice accordingly. If you’ve already paid, a refund will be issued to your original payment method.

I’ve received an invoice but not my goods. What should I do?

If your due date is approaching and you still haven’t received your order, contact the store to check on the delivery status. You can also reach out to Klarna Customer Service to extend your payment due date if necessary.

How will I receive my refund?

Refunds are processed back to your original payment method. If you paid with a card, the refund will go back to that card. If you paid via bank transfer, you will need to provide your IBAN to Klarna. If you haven’t paid the invoice yet, it will be adjusted or cancelled.

I have more questions about Klarna payments. How can I get help?

You can visit Klarna’s Customer Service page for live chat support or call them at 020 300 50833. Their team is available Monday to Saturday, 9:00 AM to 6:00 PM. They are closed on Sundays. If you have any further questions, feel free to contact us at Coya.