FAQ

Klarna

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.

Klarna offers customers credit in two different formats – Pay Later and Slice it. Through Flush Bathrooms, these services are available on orders of £100 or more.

Pay Later

How does Pay later work?

Once your order's 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 at www.klarna.com/uk

Am I eligible for Pay later?

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

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

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.

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

If you want to make a purchase with Klarna, you'll need to provide your mobile phone number and your email address. The mobile number is required in case we need to reach you. All statements will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive the payment information and so will be liable for delayed payment fees.

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 Flush Bathrooms run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later?

Although Pay Later is widely promoted it is not always universally available. The Pay Later 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 payment option, where you can pay for the goods once you have received them via credit card or debit card.

What happens if I cancel or return my order?

As soon as Flush Bathrooms have accepted your cancellation/return, then Klarna will cancel the statement or refund your payment.

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 email reminders to pay – and, if very late, we’ll also send you a text or letter, too. If you fail to pay Klarna for your order, your credit score will be affected.

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

If you have chosen to Pay Later, 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.

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 Flush Bathrooms. 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 to pay for your order.

Have you received my payment?

If you pay by card, Flush Bathrooms will confirm your order right away. If paying by Pay later, 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 happens to my statement, when I've returned the goods?

Once Flush Bathrooms 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.

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 Flush Bathrooms to check on delivery. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.

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

Slice It In 3

How does Slice it work?

Spread the cost of your purchase into equal payments with 0% interest.  Slice it in 3 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 Slice it 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 Slice it 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 Slice it 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 Flush Bathrooms 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.

PRODUCT FAQs

Taps

Tap is dripping, or will not turn off fully:

Possible debris on washer or seating. Remove valve, clean rubber washer and seating. If the leak continues, the valve may need replacing.

Taps discolouring or tarnishing:

To maintain the appearance of these fittings, ensure they are cleaned regularly using a clean soft damp cloth only. Abrasive cleaners or detergents must not be used as they may cause surface deterioration.

Taps are noisy in use:

Mains pressure is too high. A pressure-reducing valve may be required.

Tap heads are loose:

Remove cap and tighten retaining screw. The screw should be supplied with an anti-rotational washer or have a serrated underside.

The flow of water is poor:

If ceramic disc valve, make sure you have a minimum of 0.5 bar operating pressure (as recommended). If a standard screw down valve, make sure pipework has been flushed through thoroughly before connecting to your water supply to remove any debris that may be restricting the flow.

Spout appears loose:

Make sure grub screw at the back of spout is tightened. Alternatively, where the fixing mechanism is a nut, make sure this has been screwed down fully.

Leaking from bottom of spout:

‘O’ ring on spout has perished or has been cut. This may have been caused by pushing the spout into the main body before opening the grub screw fully at the back of the spout. Replace the ‘O’ ring. Alternatively, loosen the grub screw and ensure spout is pushed fully into the main body to form a double seal. Then simply retighten the grub screw.

Tap heads are spinning freely on top of valve:

Plastic bush on spline has worn. Replace with new plastic bush.

Water comes out of spout and handset at the same time:

Remove the diverter handle, unscrew the brass gland nut and replace the diverter assembly with a new spare. Then simply Re-assemble diverter handle. Alternatively, the diverter washer could be damaged. Lift diverter knob and use a thin adjustable spanner and locate it onto nut and unscrew diverter. Check washer on bottom and replace if damaged. Or, if bath shower mixer is with ceramic disc technology and if water pressure is below 0.5 bar (as recommended) and it will not hold the diverter knob in the open position, proceed as above and remove the diverter spring. Remember to then reassemble the diverter.

Back legs on bath mixer are marked or damaged:

Replace with new legs.

I want to wall mount my bath shower mixer, how do I do this?

You would need to order a pair of wall mounted couplings.

Decorative base flange on the tap body is catching on upstand on sanitaryware:

Remove decorative base flange and re-fit the product.

 

Wall spout is loose or fitted off centre:

Make sure spout is fitted to ‘T’’ connector using enough P.T.F.E. tape (or other suitable sealant) to secure in position. Make sure spout is secured correctly within the wall cavity to avoid movement.

Waste will not hold water

Check plug ‘O’ ring is not damaged. Or, check all thread on the bottom of the plug is set to correct height. There may be a possible fault with moulding on the waste hole in the basin bowl. Ensure enough sealant is used between bowl and waste (washers only are not enough to seal some wastes).

Pop up rod is not working:

Make sure rod connector is fitted correctly and height of the thread on the plug has been set correctly.

 

Showers

Shower handset is leaking, or damaged:

If leaking, check washer is still in place between handset and end of shower hose. Or if still leaking, or damaged, replace with new handset.

Showering temperature is not hot enough.

Ensure hot water supply is at least 60C. and ensure you have equal pressures. Check for airlocks in pipework and ensure there are no inverted U’s in any of the pipework runs.

Water goes cold during shower.

Insufficient hot water storage

When the shower is set at cold, the showering temperature is too hot.

Hot and cold supply connections have been made in reverse.

Shower temperature is too hot (pumped shower).

Turn down the flow of hot water from the pump using the in-line isolator valve.

Showering temperature is not hot enough.

Incoming pressure exceeds 5 bar - ensure you have fitted pressure reducing valve in the mains supply pipe. Ensure hot water supply is at least 60C.

Valve is very noisy when in use.

Incoming pressure exceeds 5 bar - ensure you have fitted a pressure reducing valve in the mains supply pipe immediately after stopcock to premises.

The water goes cold whilst showering.

Ensure the boiler is still firing. Adjust the boiler to the hottest output, not the best flow

Radiators

Radiators - How much heat will I need?

All rooms are individual and therefore the heat output required from your selected radiator will vary. It is important you choose the correct radiator to ensure enough heat is generated to keep you comfortable. A sensible tip is to always choose a model with a higher heat output than you require, as this can always be controlled by turning them down.

What is the measurement for heat output on radiators?

All our radiators carry the heat output measured in either: o BTU’s (British Thermal Unit) or o Watts. Our BTU calculations use the British Standard of Delta t60c

When buying a radiator what heat output will I need for my room?

It is highly recommended that your installer calculates the BTU requirement for each applicable room, so you can get the maximum heat benefit from your chosen radiator. We strongly suggest this is done before purchasing your radiator.

What radiator designs offer the best heat output?

Simply put, the bigger surface area that a radiator has, the more heat output will be generated. Another general guide is that painted finishes offer a slightly better heat output than chrome finished items. To optimize the space you have available, we offer radiator designs that can be fitted horizontally or vertically. To get additional heat output from the same area, you can also choose options that include multiple rows of tubes, panels & columns.

Radiator colour options

From stock, we offer the most current fashionable colour options across a wide range of products, all of which can be seen in our current brochures. Please note that due to the printing process, the actual colours on the radiators may vary slightly from those shown in our brochures.

Pipe Centres

All our dimensional details are published in our current brochures. However, due to manufacturing tolerances, we strongly suggest that your final pipework position is not completed until you actually receive delivery of your radiator.

Can I install an Electric-only radiator?

Where your installation location does not have immediate access to an existing water supply, we can offer purpose made electric-only products for a quick and easy solution to your heating needs. These electric only products are supplied pre-filled with an electrical inhibitor solution and fitted with a compatible heating element.

What are Dual Fuel radiators?

Some of our radiators can also work as dual fuel applications, which means when your main heating system might be turned off in the summer months, you can still operate your radiators electrically if required. Please see our current brochures for suitable models.

What are my Radiator valve options?

Depending on your choice of radiator, we have several styles to choose from - details of which can be found in our current brochures.

Can I fit my own radiator?

Qualified persons should make all electrical and plumbing connections. When fitting radiators with heating elements, the radiator must always be mounted with the element at the bottom with the radiator in the upright position. Failure to do so may result in a fire hazard.

Shower Enclosures

Which way around do the Fixed and Quick Release wheels go?

The Fixed wheels are fitted to the top of the door and the Quick Release wheels are fitted to the bottom.

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