Where is my invoice?
Your invoice will always be emailed to the email address you provided at alexandalexa.com with the sender "Klarna", which is our invoice partner. The invoice will be emailed when we send your order to you.
What different forms of payment do you have?
Buy now, pay later
WHETHER IT’S THE SHOES HE WANTS, THAT COAT SHE’S BEEN EYEING - SHOPPING HAS NEVER BEEN EASIER! GET EXCITED BECAUSE WITH KLARNA, YOU CAN ORDER YOUR FAVOURITE PIECES, HAVE YOUR LITTLE ONES TRY THEM ON IN THE COMFORT OF YOUR HOME, AND ONLY PAY AFTER DELIVERY. MUST BE THE PERFECT TIME TO UPDATE THEIR WARDROBE FOR THE NEW SEASON!
How does Klarna work?
Klarna is a payment service provider, from Sweden, who takes end-to-end responsibility for your payment. Within the UK, Austria, Germany, and Finland you will be given the option to either pay now, or pay after delivery. Klarna handles this payment option and is very safe to use.
If you choose to pay later, you will receive a notification by email once your order has been shipped. You will not receive the Klarna invoice when you place your order, but once it has left our warehouse.
If you are in the UK, Austria, Germany or Finland and are not given the option to pay later, but would like to, please contact Klarna directly by visiting: https://www.klarna.com/uk/personal. If you wish to pay for you order before it's been dispatched, you'll be given this option once you complete your order.
Please note, that the option to pay with an invoice is currently only available within the UK, Austria, Germany and Finland.
What is Klarna?
Klarna is a well-established company in Sweden that specialises in payments for online shoppers. If you shop with AlexandAlexa and you are based within the United Kingdom, Austria, Germany, or Finland, your credit card payments and refunds will be processed by Klarna.
If you wish to order but do not want to pay until you have received our purchases, you can choose to pay up to 14 days after delivery.
Unfortunately we can only offer the pay after delivery option within the United Kingdom, Austria, Germany, and Finland at the moment.
I have been asked to go to Klarna's site. Is this correct?
If you have chosen to Pay After Delivery with a 14 day grace period, 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. If you do not pay Klarna within the grace period, late fees may apply.
If Klarna gives me the option to Pay After Delivery within 14 or 30 days, does a credit search take place against me?
Neither Klarna nor AlexandAlexa run credit searches against you that could impact your credit rating. Klarna may run a quotation search, which is an enquiry which only you, and no other companies, can see and which does not affect credit scoring
How does Klarna Pay After Delivery work?
After AlexandAlexa has sent your order, you will receive an email with payment instructions, telling you when you need to pay by, it’s typically 14 or 30 days after the order is shipped. If you do not have your email to hand, you can contact Klarna’s Customer Service.
Is my payment information safe?
Klarna processes payment information securely. No card details are transferred to or held by AlexandAlexa. All transactions take place via connections secured with the latest industry standard security protocols.
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 and so be liable for delayed payment fees.
Have you received my payment?
If you pay by card, AlexandAlexa will confirm your order right away. If paying by Pay After Delivery, 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 should I do if I want to cancel my order? Please contact us as soon as possible.
How long will it take until I receive my refund if I paid by card?
As soon as our customer service have registered your cancellation or your return, the refund will be processed within 5 business days.
With Pay After Delivery, what should I do if I want to return part or all of my order?
If you are close to your Pay After Delivery payment due date, you should also contact Klarna’s Customer Service who will make any necessary adjustments to the statement and provide further help if needed.
What happens to my invoice, when I've returned the goods?
Once the store 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 invoice will be closed.
I've received an invoice, but I've not yet received my goods
With Klarna’s Pay After Delivery, you have either 14 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 the store to check on delivery. You can also contact Klarna Customer Service so that we can postpone the due date on your payment.
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 paid using bank transfer, you will need to provide Klarna with your IBAN number in order for Klarna to make the repayment. If you have not paid the invoice yet, then the refund will reduce the invoice or cancel it completely.
Why can I not pay with the pay after delivery option?
Sometimes the option to pay after delivery does not appear as a payment option. This may depend on either Klarna not having enough information to approve the pay after delivery option, or the amount is too high.
If you have any issues, please do not hesitate to contact our customer service team, or Klarna directly.
Please note: we can only offer the pay after delivery option within the UK, Austria, Germany, and Finland.
How can I contact Klarna?
If you have any questions about your credit card payment or invoice, you can contact Klarna through www.Klarna.co.uk/personal
Visit Customer Service for Live Chat or call 020 300 50833 Monday - Saturday 9.00 AM - 6.00 PM, closed Sunday.
In which currency will I be charged?
All our prices are either in Euro, GBP or US dollars depending on where you live. We are unable to charge you in any other (local) currency.
Do I have to pay a customs fee / import duties?
All US orders are now shipped on a DDP (Delivery Duties Paid basis). This means that all relevant import taxes and duties are included in the final purchase price shown on the Alex and Alexa site.
As we are shipping from the European Union, please be aware that customs fees may apply when you are ordering to a country outside of the EU. Please check with your local customs office for more information.
If you have not received your order after 6-7 business days, or if you have any issues with your delivery, please contact us.
Exception: For orders to Hong Kong, China, or The Middle East, orders will take between 10-21 days to arrive when you choose Post Standard Delivery. For more information please do not hesitate to contact us
If you live within Russia or Azerbaijan it may take up to one month for the order to be delivered. For more information please do not hesitate to contact us. We offer Russian speaking customer service.