FAQ Klarna Pay Later

 

Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. Ts&Cs apply.

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 30 days 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 in Klarna.app or by logging into www.klarna.com/uk.

Am I eligible for Pay later in 30 days?

To use Pay later in 30 days you must be at least 18. Whilst this option is widely promoted, Pay later in 30 days is subject to your financial circumstances. When choosing Pay later in 30 days, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 30 days?

Klarna is unique and offers Pay later in 30 days 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 30 days 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 in 30 days 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.

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 Abigail Ahern run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 30 days?

Although Pay later in 30 days is widely promoted it is not always universally available. The Pay later in 30 days method is automatically generated by algorithms that are dependent upon a number of factors including amount of order, 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 debit or credit card immediately in the checkout or take advantage of our Pay later in 30 days payment option, where you can pay for the goods once you have received them via credit card or debit card. You can always monitor your outstanding payments in the Klarna app.

What happens if I cancel or return my order?

As soon as Abigail Ahern have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment. The return will be reflected in the Klarna app immediately.

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 a push notification from the Klarna app or email reminders to pay – and, if very late, we’ll also send you a text or letter, too. Your credit score will not be impacted by using Klarna’s ‘Pay later in 30 days’ products even if you have failed to pay on time.

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

If you have chosen to Pay later in 30 days, 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. You are always able to view payments instructions in the Klarna app.

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.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Abigail Ahern. 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 on. Just follow the instructions on this email or in the Klarna app to pay for your order.

Have you received my payment?

If you pay by card, Abigail Ahern will confirm your order right away. If paying by Pay later in 30 days, 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 to the Klarna app or www.klarna.com/uk.

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

Once Abigail Ahern 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. 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.

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 call Abigail Ahern to check on delivery. 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 business days.

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

Shipping to Northern Ireland, Highlands and Islands

Delivery to the above areas will be quoted at check out, if your basket does experience an error this may be due to a weight restriction on our website. Our team are on hand to provide a shipping quote for you. To receive this, please follow the below steps: 

Email customerservices@abigailahern.com with...

  • ...a list of product names
  • ...your delivery address 

With this information, our team will be able to get back to you within a few days after speaking to our couriers. 

Deliveries will not include any custom taxes or duties. 

Do you ship internationally?

We ship AA products overseas (with the below exceptions). To change the country from which you wish to shop from, select the correct flag in the top right-hand corner of the desktop and add your items to the basket. Shipping cost will be generated at check out. 

If you do experience an error, this may be due to a weight restriction. If this does happen, please email customerservices@abigailahern.com with...

  • ...a list of product names
  • ...your delivery address 

With this information, our team will be able to get back to you within a few days after speaking to our couriers. 

 

Please note, we do not currently ship paint, furniture and Fragile items internationally. 

I've had a change of heart. Can I change or cancel my order?

Once an order has been processed or shipped (usually inside 48 hours), the order can no longer be cancelled or changed.

However, in some circumstances you may be able to speak to customerservices@abigailahern.com to cancel/change the order if you're quick.

Has my order shipped?

You should receive an email confirming that the order has been dispatched.

However, you'll be able to check up on your order progress from your account page. Log in and click on the order in question. Here you'll be able to see the status of your order, and find the tracking number to check up on delivery.

If you can't see this information or if you have any concerns or questions please email customerservices@abigailahern.com

I have an item missing from my order, what should I do?

If an item is missing from your order and this wasn't expected, please kindly triple check all boxes and packaging materials to ensure the item is not hiding within, smaller items can sometimes be missed. 

Some orders may contain items which will be shipped separately due to a longer lead time. Our processing team email all affected orders within 1 working day advising the product name and latest expected delivery date. We kindly ask you to triple check your inbox and spam folder incase the email has landed there. 

Of course, if the item hasn't been found or you are unable to locate our processing team email, please kindly let us know your order number and the name of the missing item. Once we have received this information, we'll be able to get our team to look into this. 

I have a faulty item, what should I do?

Firstly we're very sorry - sometimes items will get damaged in transit or leave the factory faulty despite our best efforts to avoid this - we'll do everything in our power to rectify this swiftly.

For faulty or damaged items, generally speaking we need a photo or video to illustrate the issue and process the next steps so its helpful if you attach this when emailing us. The exception is for things like lamps where a fault can't be illustrated.

Email us at customerservices@abigailahern.com to get a replacement for faulty items underway.

Please note: We've has a number of queries regarding portable lamps not working. Can you please make sure you've been through the suggestions here before contacting us. Thanks!

Can I return my order?

Yes, if you're not completely happy simply complete the return form & package up your item and post back to us within 30 days of delivery and we'll process a refund/replacement.

Please note that we do not cover the delivery cost of returns (unless damaged/faulty, and do not accept responsibility for items that are lost while being returned to us. We therefore recommend that you get proof of postage or a tracking number to follow your parcel.

For larger items our customer services team can support and help arrange returns, any costs will be deducted from your refund.

Items can only be returned if they're in perfect condition and in the original packaging, so please ensure that they are packed well. We reserve the right to refuse a return on any item which is not in the right condition. 

Please note that we are unable to refund the original shipping cost, unless the entire order was faulty or failed to be delivered.

If we notice an unusual pattern of returns activity that doesn't seem right then we might have to deactivate your account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with our Customer Services and we'll be happy to discuss it with you.

What do I do if my order is damaged?

If your purchase is faulty or damaged, please contact us as soon as possible to arrange your return. All damage must be reported within 3 days of delivery.

Please email our team at customerservices@abigailahern.com with the following:

  1. Order Number
  2. Item Name
  3. An image or video that clearly illustrates the damaged item.

Please keep all packaging and items until the issue has been resolved.

We may require you to return the item, as it may be necessary to return it to the manufacturer.

Damaged or faulty item returns costs are covered by us, unless its too damaged we will confirm with the customer to dispose of the item.

If collecting your order from the store please inspect the item thoroughly before accepting it. We do not accept returns of any damaged items once they have been collected.

How do I get a refund?

Once your product has been safely returned to us, we will send you an email to notify you of the status of your return. We will then process your refund for the original amount paid. A replacement or refund will be issued within 28 days.

Please note that we are unable to refund the original shipping cost, unless the entire order was faulty or failed to be delivered.

Some exceptions to our general refunds policy:

  • Special Order items: Monetary refunds are not available for items which are bespoke or made to order. We will send you a gift voucher for the value of your purchase, which can be used in store or online.
  • Flash sale: flash sale items cannot be refunded.
  • Paint & murals are non-refundable
  • Wallpaper is credit only

Can I return self-assembly items?

If an item requires self-assembly, please check all the components thoroughly for any damage and contact our Customer Services if any damage is spotted, within 3 days of receiving your order.

Self-assembly products must be returned unused and in their original packaging and cannot be returned once partially or fully assembled unless confirmed as defective.

Can I drop my return to your Warehouse or Store myself?

At this time we can't accept drop-offs at the warehouse.

In most cases of small items we can accept in-store returns. However due to space constraints we can't always guarantee accepting larger items. Please email the store (islingtonstore@abigailahern.com) with the item and expected day of drop-off and we'll advise if possible at this time.

What are your London Store opening times?

We are open everyday.

Mon - Sat: 10 - 6pm
Sunday: 12 - 5pm

How can I get to your store?

Our address is 12 -14 Essex Road, London, N1 8LN

We're situated in the heart of Islington, very near Angel Tube Station and a 10 minute walk from Essex Road station which has easy onward connections to Finsbury Park.

Alternatively buses run every few minutes.

We don't recommend driving as parking nearby can be difficult.

If you need to call us, +44(0) 7485 682 975

My welcome/newsletter sign-up discount code is not working - what should I do?

1. You can only use it once, and it can't be stacked with other discount codes.

2. If you've already bought from us before and you're on the system you may not be able to use the welcome code.  

3. Finally, a welcome code is valid for 7 days so it might have expired. In most cases we can re-activate or supply a new code (if you haven't bought from us before) so please email customerservices@abigailahern.com with the subject header "Expired welcome code".

Please Note: Welcome code cannot be used against certain products (paint, wallpaper, wine, sale items etc). Full list in Terms & Conditions

I never received my welcome/newsletter sign-up discount code

You should receive this instantly (though depending on your email provider this might take a couple minutes). If not, ...

1. Please check your junk/spam folder 

2. Ensure you used the right email address (no mis-types/spelling mistakes)

If you bought from us before and you're already on our database you won't be eligible for our welcome offer

If you still can't find it and none of the above apply, you can re-enter your (correct) email address in the fields in the footer to re-generate a code.

I signed up a while back but I've lost my code

If your email address is not connected to a used welcome code we can generate you a fresh one. Please email customerservices@abigailahern.com with the subject header "Lost welcome code"

How long are gift cards valid for?

12 months from date of issue.

I have an Abigail Ahern gift card. Can I use it online?

You can indeed. At checkout you'll see a box where you can enter your gift card code.

If the balance available on your gift card is less than the total cost of your order, you will be prompted to choose an additional payment method to cover the difference.

If you still have money left on your gift card, you can spend the remaining balance on more purchases in store or online.

I have an online discount code. How do I use it?

Lucky you! At checkout you'll see a box where you can enter your discount code.

Please note some items are exempt from discount codes - Sale items, paint, wallpaper, murals, artwork, vinyl flooring, wine, design classes (when running) and selected LED lamps.

How do I add a new shipping address?

Log in to your account (person icon). You'll be taken to the My Account page.

In the top-right, click the chevron and then Profile. You'll be able to add and change your default address.

Note: If you need to change the delivery address AFTER an order is placed please email customerservices@abigailahern.com and we'll do our best to update the fulfilment center unless the order has already been dispatched.

I've forgotten my account password, what should I do?

Don't panic! Go to log in and click Forgot your password? Then simply follow the instructions to reset your password.

Do you ship to the US?

Yes we can arrange many items to be shipped to the US (though customers are liable for customs duties). More delivery details can be found here.

Better still, we'll be launching our US site abigailahern.net in November 2025 which will stock our famous botanicals for quick delivery across the US.

Shipping to Northern Ireland, Highlands and Islands

Delivery to the above areas will be quoted at check out, if your basket does experience an error this may be due to a weight restriction on our website. Our team are on hand to provide a shipping quote for you. To receive this, please follow the below steps: 

Email customerservices@abigailahern.com with...

  • ...a list of product names
  • ...your delivery address 

With this information, our team will be able to get back to you within a few days after speaking to our couriers. 

Deliveries will not include any custom taxes or duties. 

Do you ship internationally?

We ship AA products overseas (with the below exceptions). To change the country from which you wish to shop from, select the correct flag in the top right-hand corner of the desktop and add your items to the basket. Shipping cost will be generated at check out. 

If you do experience an error, this may be due to a weight restriction. If this does happen, please email customerservices@abigailahern.com with...

  • ...a list of product names
  • ...your delivery address 

With this information, our team will be able to get back to you within a few days after speaking to our couriers. 

 

Please note, we do not currently ship paint, furniture and Fragile items internationally. 

I've had a change of heart. Can I change or cancel my order?

Once an order has been processed or shipped (usually inside 48 hours), the order can no longer be cancelled or changed.

However, in some circumstances you may be able to speak to customerservices@abigailahern.com to cancel/change the order if you're quick.

Has my order shipped?

You should receive an email confirming that the order has been dispatched.

However, you'll be able to check up on your order progress from your account page. Log in and click on the order in question. Here you'll be able to see the status of your order, and find the tracking number to check up on delivery.

If you can't see this information or if you have any concerns or questions please email customerservices@abigailahern.com

I have an item missing from my order, what should I do?

If an item is missing from your order and this wasn't expected, please kindly triple check all boxes and packaging materials to ensure the item is not hiding within, smaller items can sometimes be missed. 

Some orders may contain items which will be shipped separately due to a longer lead time. Our processing team email all affected orders within 1 working day advising the product name and latest expected delivery date. We kindly ask you to triple check your inbox and spam folder incase the email has landed there. 

Of course, if the item hasn't been found or you are unable to locate our processing team email, please kindly let us know your order number and the name of the missing item. Once we have received this information, we'll be able to get our team to look into this. 

I have a faulty item, what should I do?

Firstly we're very sorry - sometimes items will get damaged in transit or leave the factory faulty despite our best efforts to avoid this - we'll do everything in our power to rectify this swiftly.

For faulty or damaged items, generally speaking we need a photo or video to illustrate the issue and process the next steps so its helpful if you attach this when emailing us. The exception is for things like lamps where a fault can't be illustrated.

Email us at customerservices@abigailahern.com to get a replacement for faulty items underway.

Please note: We've has a number of queries regarding portable lamps not working. Can you please make sure you've been through the suggestions here before contacting us. Thanks!

Can I return my order?

Yes, if you're not completely happy simply complete the return form & package up your item and post back to us within 30 days of delivery and we'll process a refund/replacement.

Please note that we do not cover the delivery cost of returns (unless damaged/faulty, and do not accept responsibility for items that are lost while being returned to us. We therefore recommend that you get proof of postage or a tracking number to follow your parcel.

For larger items our customer services team can support and help arrange returns, any costs will be deducted from your refund.

Items can only be returned if they're in perfect condition and in the original packaging, so please ensure that they are packed well. We reserve the right to refuse a return on any item which is not in the right condition. 

Please note that we are unable to refund the original shipping cost, unless the entire order was faulty or failed to be delivered.

If we notice an unusual pattern of returns activity that doesn't seem right then we might have to deactivate your account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with our Customer Services and we'll be happy to discuss it with you.

What do I do if my order is damaged?

If your purchase is faulty or damaged, please contact us as soon as possible to arrange your return. All damage must be reported within 3 days of delivery.

Please email our team at customerservices@abigailahern.com with the following:

  1. Order Number
  2. Item Name
  3. An image or video that clearly illustrates the damaged item.

Please keep all packaging and items until the issue has been resolved.

We may require you to return the item, as it may be necessary to return it to the manufacturer.

Damaged or faulty item returns costs are covered by us, unless its too damaged we will confirm with the customer to dispose of the item.

If collecting your order from the store please inspect the item thoroughly before accepting it. We do not accept returns of any damaged items once they have been collected.

How do I get a refund?

Once your product has been safely returned to us, we will send you an email to notify you of the status of your return. We will then process your refund for the original amount paid. A replacement or refund will be issued within 28 days.

Please note that we are unable to refund the original shipping cost, unless the entire order was faulty or failed to be delivered.

Some exceptions to our general refunds policy:

  • Special Order items: Monetary refunds are not available for items which are bespoke or made to order. We will send you a gift voucher for the value of your purchase, which can be used in store or online.
  • Flash sale: flash sale items cannot be refunded.
  • Paint & murals are non-refundable
  • Wallpaper is credit only

Can I return self-assembly items?

If an item requires self-assembly, please check all the components thoroughly for any damage and contact our Customer Services if any damage is spotted, within 3 days of receiving your order.

Self-assembly products must be returned unused and in their original packaging and cannot be returned once partially or fully assembled unless confirmed as defective.

Can I drop my return to your Warehouse or Store myself?

At this time we can't accept drop-offs at the warehouse.

In most cases of small items we can accept in-store returns. However due to space constraints we can't always guarantee accepting larger items. Please email the store (islingtonstore@abigailahern.com) with the item and expected day of drop-off and we'll advise if possible at this time.

What are your London Store opening times?

We are open everyday.

Mon - Sat: 10 - 6pm
Sunday: 12 - 5pm

How can I get to your store?

Our address is 12 -14 Essex Road, London, N1 8LN

We're situated in the heart of Islington, very near Angel Tube Station and a 10 minute walk from Essex Road station which has easy onward connections to Finsbury Park.

Alternatively buses run every few minutes.

We don't recommend driving as parking nearby can be difficult.

If you need to call us, +44(0) 7485 682 975

My welcome/newsletter sign-up discount code is not working - what should I do?

1. You can only use it once, and it can't be stacked with other discount codes.

2. If you've already bought from us before and you're on the system you may not be able to use the welcome code.  

3. Finally, a welcome code is valid for 7 days so it might have expired. In most cases we can re-activate or supply a new code (if you haven't bought from us before) so please email customerservices@abigailahern.com with the subject header "Expired welcome code".

Please Note: Welcome code cannot be used against certain products (paint, wallpaper, wine, sale items etc). Full list in Terms & Conditions

I never received my welcome/newsletter sign-up discount code

You should receive this instantly (though depending on your email provider this might take a couple minutes). If not, ...

1. Please check your junk/spam folder 

2. Ensure you used the right email address (no mis-types/spelling mistakes)

If you bought from us before and you're already on our database you won't be eligible for our welcome offer

If you still can't find it and none of the above apply, you can re-enter your (correct) email address in the fields in the footer to re-generate a code.

I signed up a while back but I've lost my code

If your email address is not connected to a used welcome code we can generate you a fresh one. Please email customerservices@abigailahern.com with the subject header "Lost welcome code"

How long are gift cards valid for?

12 months from date of issue.

I have an Abigail Ahern gift card. Can I use it online?

You can indeed. At checkout you'll see a box where you can enter your gift card code.

If the balance available on your gift card is less than the total cost of your order, you will be prompted to choose an additional payment method to cover the difference.

If you still have money left on your gift card, you can spend the remaining balance on more purchases in store or online.

I have an online discount code. How do I use it?

Lucky you! At checkout you'll see a box where you can enter your discount code.

Please note some items are exempt from discount codes - Sale items, paint, wallpaper, murals, artwork, vinyl flooring, wine, design classes (when running) and selected LED lamps.

How do I add a new shipping address?

Log in to your account (person icon). You'll be taken to the My Account page.

In the top-right, click the chevron and then Profile. You'll be able to add and change your default address.

Note: If you need to change the delivery address AFTER an order is placed please email customerservices@abigailahern.com and we'll do our best to update the fulfilment center unless the order has already been dispatched.

I've forgotten my account password, what should I do?

Don't panic! Go to log in and click Forgot your password? Then simply follow the instructions to reset your password.

Do you ship to the US?

Yes we can arrange many items to be shipped to the US (though customers are liable for customs duties). More delivery details can be found here.

Better still, we'll be launching our US site abigailahern.net in November 2025 which will stock our famous botanicals for quick delivery across the US.

If you have a question not covered by the information here please use the chatbot (lower left corner) for the quickest response or email us at customerservices@abigailahern.com and we'll endevour to respond within 24 hrs on weekdays (though during busy peak periods this may take a little longer).

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