I have not received my order. What happens to my invoice?

Invoices sent by email usually arrive before your order, as the invoice is sent at the same time as your goods. Of course, the invoice does not have to be paid until the whereabouts of your delivery have been clarified.

If the payment deadline is approaching and you do not yet have any information about the status of the delivery from the retailer, you should proceed as follows:

Please use the tracking number provided by the retailer to find out about the current status of your delivery.
If your order is not delivered, please contact the retailer directly and clarify any questions you may have about your delivery.
After you have contacted the merchant, report the problem in the Klarna app or here. To do this, use the ‘Report a problem’ option and select ‘I have not received my delivery’.
As soon as you have reported your problem, we will pause your payment until you have found a solution with the merchant. You can find more information about our buyer protection here.
If the merchant does not make any changes to your order, Klarna will contact you and ask for more information. It is important that you keep all documents and reply directly to our emails. This is the only way we can help you clarify your issue and get your invoice cancelled.

Good to know: Select your purchase here or in the Klarna app to view all updates on your invoice or the processing status of your paused invoice.

I have not received my order. What happens to my invoice?Updated 4 hours ago