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 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments 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 CARAMELLA UK and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest-free instalments 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 in 3 interest-free instalments 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 been accepted for a Klarna payment method 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 using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

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 CARAMELLA UK run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as CARAMELLA UK have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

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

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at CARAMELLA UK 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 and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by CARAMELLA UK. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

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

Once CARAMELLA UK has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.

I've received a statement, but I've not yet received my goods.

In the event that your goods have not been received please call CARAMELLA UK to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

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 5-7 business days.

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

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information.

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

UK DELIVERY OPTIONS

We are proud to provide two separate couriers for shipping, with DPD and Royal Mail, both reputable companies which provide on demand delivery via text message or email. 

You will get text and email notifications regarding your shipment, so don't worry babe... you'll be in the loop as to when your new fit is arriving.

DPD NEXT DAY DELIVERY The most reliable method for Next Day, order before 3pm. May be delivered up until 6pm. £5.99

Royal Mail 24 HOURS (NEXT DAY) Monday- Friday if ordered before 3pm and item is an "In stock" item. Next Day can be delivered up until 6pm and is not always guaranteed. £4.99

Royal Mail Standard Delivery 3-5 working days £3.99

DPD Saturday Delivery (order before 3pm Friday) £15

All delivery methods do not consider bank holidays or weekends, please take this into account.

WORLDWIDE DELIVERY OPTIONS

We are proud to provide shipping with UPS, and only UPS- a reputable company which provides on demand delivery via text message or email. 

Shipping is calculated at checkout depending on your location. 

UPS international delivery usually takes approximately 3-7 working days to Europe and 7-10 days to rest of the world, customs & taxes are paid for by the customer, please take this into consideration at time of purchase. 

Northern and Southern Ireland rates vary at checkout, this will be calculated then.

For information regarding customs & taxes, please refer to your government website and advice. 

CLICK & COLLECT:

At CARAMELLA, we are proud to offer a pick up from HQ option for our customers who are local to our warehouse in Prenton, Merseyside, United Kingdom within as little as 2 hours from ordering. (Depending on day).

This option 'Collect In Store' can be selected at checkout. Our HQ address is:

CARAMELLA

C4 BROOK WAY,

PRENTON, WIRRAL

MERSEYSIDE

CH43 3DT, UK

Please only attend once you have received a pick up text to confirm your order is ready.   

We hope to hear from you soon!

 

Team CARAMELLA

 

RETURNS POLICY

SECTION  1 Introduction

We strive for customer satisfaction- your rights to return items (“return”) are covered by our Returns Policy addressed below. Your statutory rights are protected at all times.

 

SECTION 2  Returns

Can I return items and get a refund?

Whilst we hope you will be delighted with your purchase we recognise that at times you might want to return an item. We are therefore happy for you to return most items (see below for exceptions) within 14 days from the date you received it. If you choose to return the item it must be received by us no later than 14 days from the date it was delivered to you, So please factor in delivery times when sending anything back to us, otherwise we may not be able to refund you.

 

 

SECTION 3   Condition of Items returned.

What condition must the returned item(s) be in?                                                                        The returned item must be in a condition that allows us to restock and sell it as a brand new perfect item immediately. Any returned Item/s must be sent back in its original, “as new”, unworn condition, free of any odour or stains (i.e. makeup/fake tan etc ) and in its original packaging/box with all tags and labels intact and undamaged.

If an item has been tampered with or not returned to us in accordance with this Section the return may not be accepted and you will be notified by email within 7 days of receipt of the item being delivered to us.

Where your return is not accepted by us, you will remain responsible for collection of the item from us or the return postage costs and it will not be sent back until these costs have been met.

PLEASE DO NOT DAMAGE INTERIOR PACKAGING (BOX) OR A COST OF £2 WILL BE DEDUCTED FROM THE REFUND, AS WILL A MISSING BOX *IF PROVIDED*.

Coats and jackets (goods over £100) will always include a anti-return ribbon, if this ribbon is removed or tampered with- a refund will be denied. 

 

SECTION  4  Exceptions

  There are some items that cannot be returned including;

1. Items that have been used worn, altered, damaged, marked, or where the original packaging/box, tabs and labels have been removed or damaged.
2. For reasons of hygiene items such as underwear, swimwear or for any item that has a “hygiene seal”, this includes slippers.
3. Any item that is pre-ordered( not a stock item), personalised, custom made or ordered to your specific requirement or is not a stock item or size, or where the item/s was purchased in a reduced price Sale or promotion. (It should be noted that “pre-ordered” items are made to order).

 To find out whether your item is a pre-order or a sale item, please refer to your invoice. Sale items usually include a sticker on the invoice to confirm this exception. Pre-orders take up to 2-3 weeks- refer to page (PRE-ORDER) for more information regarding pre-orders.

 Sale items are strictly exchange only. A sale item will show as a price deduction e.g. was £50 now £30.  

 

Section 5. Exchanges and Credit Notes

Where you seek to return an item when you are not automatically entitled to a refund, there may be circumstances where will offer either an exchange or credit note as follows;

1. Where the item you wish to return was “pre-ordered”. However, subject to the item being returned within 14 days in accordance with Section 2 & 3 above, above we will provide you with a credit note only. Please bear this in mind before ordering.Credit notes must be used within 12 months from the date of issue. Credit notes have no cash value.   

2. At our discretion in other situations.

 

SECTION 6. How to return an item.

To return an item, follow the instructions on the “Returns Form” (provided inside your package) and include all relevant information e.g. name, order number & reason for return. Failure to include such information may result in your return being denied, depending on the date we identify the parcel. We may provide an alternative solution, we work on a case-to-case basis. 

If the item is a sale item and the returns form is not provided- this is completely normal, please email the team for advice on how to return for exchange. A note to be included inside the package, in this case- will suffice.  

Name, order number and reason for return should be included in your request to return, to allow it to be processed effectively. Please return the parcel to us via a signed for postal method so as to ensure that it arrives within 14 days from the date you received your item(s) *receipt*. 

 

Please note, it is your responsibility to ensure that your return is tracked and in the event that you cannot provide proof of the return, we are at liberty to decline your request for a return. Please use only Royal Mail Delivery as other couriers do not deliver to us- do not use HERMES, UPS, OR ANY COURIERS OTHER THAN Royal Mail. 

 Customers are also urged to RETAIN proof of postage as we're not responsible for returns lost in the post.

 

SECTION 7. Refunds

When we receive the return we will message you to confirm the refund / credit note information within 10-15 working days from receipt, you will receive email confirmation of this. Refunds usually take 5-7 days to process via card and can be even quicker with PayPal. 

All refunds will be made using the method of payment when the order was placed. For example if the purchase was made by debit or credit card the refund will only be made back to the card which was used for payment with no exceptions.

 

SECTION 8.

Return Postage/Shipping Costs

We're unable to and are not obliged to cover return postage/shipping costs. As a small business we are unable to absorb these additional costs. 

Where we agree to refund or provide an exchange any item, you will be responsible for the postage/shipping costs in both directions and the exchange only be sent out once this has been paid OR the credit note has been used.

If the item is faulty, we will however reimburse the cost of second class signed for postage via Royal Mail, we will incur the cost of up to £2.75 and no more, please ensure your return is returned via this service only.

In the case of an international delivery return, CARAMELLA is not responsible for return postage under any circumstance. By law, we have the right to refute this. If we receive a return back, we can also exercise the right to charge the full amount of shipping we paid as a company, as parcel prices can vary depending on location, size and weight of the parcel in question. 

 

IMPORTANT

ALL RETURNS MUST REACH US WITHIN 14 DAYS FROM THE DATE YOU RECEIVE YOUR ORDER. ANY RETURNS RECIEVED AFTER THE 14 DAY PERIOD WILL BE DECLINED AND RETURNED. PLEASE ENSURE THE PARCEL IS SENT SIGNED FOR AND CHECK WITH YOUR LOCAL POSTAL SERVICE IT WILL REACH US IN TIME BEFORE SENDING IT. IT IS YOUR RESPONSIBILITY TO RETURN THE ITEM ON TIME. IN ORDER TO SEND THE ITEM BACK, YOU ARE RESPONSIBLE FOR MAKING PAYMENT FOR THE RETURN POSTAGE.

  

SECTION 7 

Faulty/imperfect items 

In the rare event that you do receive an imperfect or faulty item please do contact us at your earliest convenience as we pride ourselves on our customer service and quality of our products. In such an event, we prefer to remedy the situation on a “case-by-case” basis to ensure the best customer service and your overall satisfaction. Your statutory rights remain intact at all times.

 

SECTION 8

 Contact Details 

Our address for correspondence is:

CARAMELLA

C4 Brook Way, 

Prenton, Merseyside

North Cheshire Trading Estate

CH43 3DT

Telephone No: 03330154040

 

All customer service is handled via email: customerservice@caramellauk.com 

CLICK & COLLECT T&CS: 

Please only attend once you have received a pick up text to confirm your order is ready.  

Pick ups follow an alternate set of terms and conditions to online sales- please disregard online T&Cs if you ordered for pick up, as these do not apply. All pick ups must be collected within 7 days of ordering, we will only hold your order for 7 days, if for any reason you can not make it- please pop us an email and we can extend this period.

Once the pick up is ordered, the order will be packaged in complimentary gift packaging and the customer will receive a text as too when the order is ready to collect. Our opening hours are 10-4 Monday - Friday and may vary on Saturday, please check the text confirmation to confirm this.

 

What if my item is unsuitable?

If your item is unsuitable, you have 14 days to return from *date of order* - not pick up date. This is due to the nature of the sale and the pick up element to the transaction. Your statutory rights remain protected, the nature of the order differs to online sales where the item is delivered via courier.

The 14 day period is still intact, in line with the consumer contract regulations.

The item(s) returned must be in unworn condition with the tags intact and the gift wrap returned and undamaged. During COVID-19 we may request that the order is returned to us via courier service (Royal Mail) - In this case please include the gift bag inside the package or a charge of £2.50 will be deducted from your order to cover the cost of this. 

For any help regarding pick ups please email the team on: customerservice@caramellauk.com - we will happy to assist.

When you purchase from CARAMELLA, you are acknowledging that you accept the Terms & Conditions incorporating these Returns Policy, please read thoroughly before purchasing!

 

Lots of love, CARAMELLA www.caramellauk.com