FAQs

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smooth payments to more than 100,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

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 on your order and only pay when you’re happy. 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. 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. For some orders, a 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 Five Dot Botanics runs 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 the order amount, 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 a debit or credit card immediately at 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 Five Dot Botanics have 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.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Five Dot Botanics. 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. Just follow the instructions on this email to pay for your order.

Have you received my payment?

If you pay by card, Five Dot Botanics 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 have 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 Five Dot Botanics 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 contact Five Dot Botanics 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?

The refund will be processed immediately as soon as the store has registered your cancellation or products have been returned.

I have asked for a refund. How will I be refunded?

If you have paid for your order with a 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 FAQs, live chat and telephone options.

Clearpay FAQs

What is Clearpay?

Clearpay is an instalment payment option that allows us to offer Five Dot Botanics customers to make purchases now and pay for them in four payments every 2 weeks without any interest when all payments are made on time.

How do I use Clearpay? 

Just shop on www.fivedotbotanics.com and check out as normal. At checkout, choose the Clearpay payment method. You will be directed to the Clearpay website to register and provide payment details. If you’ve used Clearpay before, then you just need to log into your account. Then complete your order. All items in your shopping bag must be eligible for Clearpay, and that the basket total is over £10.

What products are not eligible for Clearpay? 

Clearpay is not available on purchases of Five Dot Botanics e-gift cards or pre-order items. If your order contains any of these items, you will need to purchase these items separately.

Can I use Clearpay if I am an international customer?

Unfortunately, Clearpay is only available to customers with a UK billing address. Customers with an international billing address will, therefore, not be able to create a Clearpay account.

How does the Clearpay payment schedule work? 

Clearpay customers are required to make their first payment at the time of purchase. The remaining three payments are deducted automatically every 2 weeks from your selected payment method. If you would like to make additional unscheduled payments before they are due, you may log in to Clearpay to make your payments early. Clearpay will then adjust the amount owed accordingly. You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.

What if I cant pay a Clearpay instalment? 

A late payment fee of £6 will be charged to your account if funds are unavailable when the automatic payment is due. An additional £6 fee will then be charged if the missed payment is not made within 7 days. Late fees will not exceed 25% of the total order.

Please see Clearpay Payment Purchase Agreement here.

When will my items be delivered if I use Clearpay?

Clearpay orders are delivered within our standard delivery timeframes like any normal order from Five Dot Botanics.

Can I use another form of payment with Clearpay?

Yes, you can also use a Five Dot Botanics promotional code with Clearpay to pay for your purchase as long as the basket value is over £10.

How do I return an item purchased with Clearpay? 

Clearpay returns will follow our standard returns process. Please note, refunds for Clearpay will be refunded from Five Dot Botanics to Clearpay, and we cannot provide an exchange or cash refund. As soon as the refund has been processed, it will drop into your online Clearpay account. Do you have more questions about Clearpay returns? Click here.

Where can I find out more about Clearpay? 

Visit the Clearpay website here for a detailed list of FAQs and to check out Clearpay’s Privacy Policy here.

Got another question? 

Further info about Clearpay, late fees, edibility criteria and more can be found by checking out the dedicated Clearpay help page here