Slice it with for interest-free payments on all orders over £50* more info
Slice it with for interest-free payments more info

Frequently Asked Questions (FAQs)

If you can not find an answer to your query below, please contact us.

Collections and Returns

Can I return an unwanted product?

How do I change the date of my subscription payment?

How will my product be delivered?

How long will it take for my order to arrive?

What shipping carriers do you use?

Can you deliver worldwide?


Payment Information, card details and pricing

How do I find my orders? 

How do I change my payment information?

  1. Select your Account, at the top of the website.
  2. Click on My Collections.
  3. Click the Payment Method button.

How much is postage and packaging?

Uk delivery is £2.50 for standard postage. For countries outside the UK, the cost will be shown in the basket.

What payment methods are available?


Privacy

How does The Koin Club protect my privacy and keep my information secure?

Find our Privacy Policy and you can also view our Terms and Conditions. 


My Account

How do I change my Koin Club password?

  1. Select your Account, at the top of the website.
  2. Click on Edit Profile.
  3. Click the Password button.

How do I update my address?

  1. Select your Account, at the top of the website.
  2. Click on Edit Profile.
  3. Click on Address.
  4. Add a new address or delete your old one.

How do I pause my collection?

Please contact our Customer Service Team on 0330 053 7103

Remember you can restart your collection at any time! 

What is my Wishlist?

Your Wishlist is your personal tracker of what collections and products you like on The Koin Club! Think of it as your own personal Christmas list!


How do I contact you?

There are several ways to contact our Customer Service Team:


Klarna - Slice it

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of Smoooth payments to more than 70,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

 

How does Slice it work?

Spread the cost of your purchase into equal monthly payments with 0% interest.  Slice it is a promotional plan on the Klarna Account.

 

How do I use Slice it?

When you shop online, Klarna’s system reviews each order to determine which payments options are available to you. If Slice it is offered, simply select this option. The first time you shop with Slice it you will be asked in to apply for a Klarna Account.  If you’re approved Klarna will create an account for you and your order will be placed. Every time you shop with Slice it after that, you only need to agree to the purchase and won’t need to sign up again. The order amount will be added to your Klarna Account as additional promotional plans.

 

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

If you have chosen to pay with Slice it by Klarna, Klarna will send you an email with further details on how to pay. 

 

Can I pay less than the amount owed each month?

You can at any time chose to pay your minimum payment instead of your interest-saver payment. Your monthly minimum payment is the amount to be paid to avoid incurring late fees on your Klarna Account. Should you chose to pay your minimum payment instead of your interest-saver payment this will mean you will lose your promotional plan offer and the remaining balance will start to incur interest at 18.9% APR (variable). It’s up to you.

 

Do I need to be 18?

Slice it is only available to people aged 18 or over and is an online exclusive payment method.

 

How do I manage my Klarna Account?

Log in to the customer portal at Klarna.com at any time day or night, to review your purchases and settle your monthly statement. If you need further assistance, you can contact Klarna’s Customer Service team.

 

How can I increase my chances of being accepted for Slice it?

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.

 

How is my statement sent? 

If you chose to use Slice it, we will send your monthly statement notification via email with instructions on how to make a payment and an overview of your Klarna Account. Once you have been landed on your Klarna Account overview page, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance.

 

What do I need to provide when I make a purchase?

If you want to make a purchase with a Klarna Account you need to provide your mobile phone number and your email address as well as name, billing address and your date of birth. Your mobile number is required in case we need to reach you. All statements will be send to your email address. It's very important, that you give us the correct details, as otherwise you will not receive monthly statements and so be liable for late payment fees.

 

Is my payment information safe?

Payment information is processed securely by Klarna. No payment information is transferred to us or held by us. All transactions take place via connections secured with the latest industry standard security protocols.

 

How do I make a payment?

First, log in at www.klarna.com/uk and visit your Klarna Account overview page. Then, simply select ‘Make a payment’ and enter the amount you wish to pay towards your balance. Should you have any questions or concerns when making a payment you can contact Klarna’s Customer Service here.

 

I haven't received an email with my statement.

Please contact Klarna’s Customer Service via live chat or phone. They will be able to provide you with details on how to pay.

 

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.

 

What happens if I cancel or return my order?

As soon as The Koin Club have accepted your cancellation/return, then Klarna will make any necessary adjustments your balance and provide further help if needed.

 

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store have registered your cancellation or your return, we will credit the balance back to your Klarna Account within next 5 business days.

 

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

If you have paid for your order with card, the refund will be made back to your Klarna Account balance. If the Account ends up in a credit balance, this can be used towards future purchases or you can request it to be paid back by contacting Customer Service.

 

I've received my monthly statement and a payment is due, but I've not yet received my goods.

You should of course not pay your statement until you've received your goods. In this case, we would ask that you contact the store and get an update on your order. You should also contact our Customer Service so that we can postpone the due date on your payment.

 

I still have questions regarding payment.

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