I need to make a return but I cannot go to the post office or the Celeritas collection point. What should I do?

Please contact the merchant to find the best solution for you. Once you've done this, be sure to record the return in the Klarna app so that we can pause the payment until the merchant confirms they have received the return. Simply go to the order you have returned and select "Notify return."

How can I locate my return?

Please use the tracking information provided by the virtual store to check the shipping status of your order.

Where do I send the products I want to return?

The virtual store will be in charge of providing the necessary details to make your return.

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

If you want to cancel your order, please contact the store where you made your purchase.

What is the return period for my order?

The return period may vary depending on the virtual store where the purchase was made. Please contact or consult the website of the virtual store to obtain more information about its return policy.

How and when will I be reimbursed?

All refunds will be issued in accordance with the store's policy on returns and cancellations. Once the store has registered your return or cancellation with Klarna, your refund will be processed, you can wait for your refund as described below:

Your refund will be processed to your original form of payment. If your original payment method is associated with a closed bank account or expired credit card, contact your financial institution for more information about your refund. If you paid for your order by card, the refund will be made to the same card.

To "Pay in 3 installments"

Refunds are processed, depending on how much you paid and whether the merchant has processed a full or partial refund.

Full refund

If the store issues a full refund, the remaining payments will be canceled and the amount already paid will be refunded to your original payment method.

Partial refund

In the event that the partial refund is greater than the remaining balance of your order, the amount will first be deducted from the outstanding balance and the difference will be automatically refunded to your original payment method.

In the event that the partial refund is less than the remaining balance of your order, the amount will be deducted from the outstanding balance and the difference will be distributed evenly among the remaining payments.

Are you still waiting for your refund?

Refund processing times vary and can take up to 10 days depending on your financial institution. To check the status of your refund, first confirm that the store has properly updated your statement here and check to see if it may have already been refunded to your original payment method.
If 10 days have passed since the credit was issued and you still have not received your refund, contact us for further assistance.

What happens if I make a return?

If you want to return your order, follow these steps:

1. Follow the store's return instructions.
Returns are subject to the store's return policy, so check their website for information on their return policy and instructions on how to return.

2.
Let us know you have returned items. If your payment date is approaching and you need extra time to resolve the return with the store, please let us know that you are waiting for a return to be recorded. Pause your next payments here or in the Klarna app by selecting the purchase you returned and clicking “Report a return” at the bottom of that page.

3. Save the tracking information
If your return is not recorded by the store, we can only assist you if you can provide us with this tracking information.

4. Check the app for updates.
Once the store has confirmed the return, we will update your payments accordingly and refund any amounts owed to your original payment method. Refund processing times vary and can take up to 14 days depending on your financial institution. If you have any questions about the status of your return or your refund eligibility, please contact the store directly.

Do you want to know more about refunds?
You can read more about how Klarna handles refunds here .

I have received an invoice, but I do not have my order.

You do not have to pay for products that you have not received. Contact the store to receive more information about the status of your order. We also recommend that you dispute your order within the app or by entering our website to pause your invoice. Remember that Klarna protects your interests with our Buyer Protection, find more information here.

Can I return products that were ordered online to a physical store?

Please check with the merchant first. If you have returned an order that was made virtual to a physical store, please keep the return receipt until the return is processed by the store.

I need to make a return but I cannot go to the post office. What I do?

Please contact the merchant to find the best solution for you. Once you've done this, be sure to record the return in the Klarna app so that we can pause the payment until the merchant confirms they have received the return. Simply go to the order you have returned and select "Notify return."

I bought something but I will not be able to receive it and now I want to cancel the order. What I do?

Please contact the merchant to find a solution. Even if the order has already been shipped, be sure to register the return in the Klarna app so that we can pause the payment until the merchant confirms that the return was received. Simply go to the order you have returned and select "Notify return."