Ordering Online

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Which payment methods do you accept?

We accept the following payment methods: Visa, Mastercard, Maestro and PayPal and Klarna.

How will I know that my order has been successfully received?

After you’ve placed your order, you will receive an email to let you know that we’ve successfully received your order and your order number. You are also able to view all of your relevant order information by logging into My Account, where you can view your order’s progress.

Can I cancel my order?

Please see full information about Returns and cancellations here.

I’m trying to order something online but it says that it’s ‘Out of Stock’, can I order over the phone?

We’re more than happy to try and locate your desired product from one of our retail stores and if it’s in stock, your order can be completed over the phone. Call us anytime between 9:00am – 4:00pm GMT Monday to Friday on (+44) 1563 851 826.

I have a promotional code. How do I use it?

If you have a promotional code, click on ‘Apply promotion code’ message that appears underneath your payment details at the Checkout, enter the code and then press the ‘Apply promotion button. Promotional codes cannot be used against charity, discounted, hotel and sale products and those on special promotions (including all Black Friday promotional items).

*Please note, ARRAN Advent is excluded from promotional codes and all Black Friday deals.

I’m ordering a gift for someone, is there an option of a gift message with my order?

To make your gift that extra bit special, there is an option for you to add a personal Gift Message and you can do this at the Shipping Options stage as you proceed through the checkout.

Please note: If you would like to add a gift message, please use the drop down box at checkout, select 'add gift message' and you can write a special message to the recipient.

If you wish to add any details regarding delivery instructions, please use the special instruction box.

Do you offer a gift wrapping service?

We do offer a complimentary gift wrapping service online for all orders placed over £60. This service can be selected within your basket before you checkout. Please note, our gift wrapping service is not available during certain promotional periods including Black Friday week.

ARRAN Rewards 

*Please note - T&C's apply, points cannot be redeemed on sale items. 

HOW DOES IT WORK?

Firstly, you have to set up your account before you can claim your rewards. Simply click the 'Rewards' button on the bottom right of the website and select 'Join Now'. 

Or you can go to our customer account page and register as a new customer. If you are already registered all you need to do is sign into your account.

WAYS TO EARN

Sign up to ARRAN Rewards = 100 ARRAN points

£1 spent = 10 ARRAN points

Share us on Facebook = 20 ARRAN points

Follow us on Instagram = 20 ARRAN points

Celebrate a Birthday (you must input your birthday details 30 days in advance to receive this reward) = 100 ARRAN points

WAYS TO REDEEM

400 ARRAN points = Free Shipping

1000 ARRAN points = £10 Off Your Online Order

REFER A FRIEND

Send your friend a £10 coupon and once they redeem their voucher on their first online order you will receive £15 off your next online order.

*£15 off coupon only applies to orders over £50 & £10 off coupon only applies users first online order with a minimum spend of £40.

WILL MY POINTS EXPIRE

Customer points will start to expire after 1 year (365 days). All unredeemed points will expire for customers who have not engaged in points activity for 1 year (365 days) or more.

T&C's apply - this loyalty scheme is online only and is subject to change, your coupon cannot be redeemed in conjunction with any other offers or against sale items, minimum spend of £45 applies.

Klarna Pay Later in 30 Days & Pay Later in 3 Instalments Frequently Asked Questions

Who is Klarna?

Klarna is a payment service provider from Sweden that takes end-to-end responsibility for your payment. Klarna supports payments to more than 200,000 online stores globally. Over 85 million consumers worldwide trust Klarna to securely handle their online payments.

What is the minimum order value to Pay Later in 30 Days?

There is no minimum order value to Pay Later in 30 Days. Please note: Klarna is currently not available to customers based outside of the UK.

What is the minimum order value to Pay Later in 3 Instalments?

The minimum order value for Pay Later in 3 Instalments is £35.

How does Pay Later work?

Pay Later allows you to make payment for your goods in 30 days, when the time comes the payment will automatically be collected from the debit or credit card you used at checkout. To help keep track of your payments you can use the handy  Klarna app.

Am I eligible for Pay Later?

To use Pay Later option you must be at least 18 years old. Please note: Pay later is subject to your financial circumstances. When choosing Pay later our assessment will not affect your credit rating. 

How does Pay Later in 3 instalments work?

Pay later in 3 interest-free instalments allows you to spread the cost of your purchase over 3 interest free payments. Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can view all of your Klarna purchases and payment schedule in the Klarna App or by logging onto Klarna.com/uk.

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

If you are 18 or over, you can increase your probability of being eligible for Pay later by making sure that you provide your full name and precise address details and shipping to your registered billing address. All orders are assessed individually. Please note - If you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, if you are refused it 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 an order with Klarna using Pay later you are required to provide your mobile phone number, email address, current billing address and a debit or card. The mobile number is obligatory in case we need to reach you. All communications will be sent to your email address. It's vital that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries, otherwise known as a soft credit search. This does not affect credit scoring and is only visible to you and Klarna, it will not be visible to other lenders. Neither Klarna nor ARRAN Sense of Scotland run credit searches against you that could influence your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always comprehensively available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that depend upon a number of elements including address details, cardholder details, amount of order, the online store, previous order history and product availability.

What are my payment options with Klarna?

Payment for your Pay later in 30 days or your Pay Later in 3 Instalments will automatically be collected from the debit or credit card you entered at the ARRAN Sense of Scotland checkout.  You can easily monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as ARRAN Sense of Scotland have accepted your cancellation/return, Klarna will stop any future scheduled instalments as well as refund any amounts due. The return will be reflected in the Klarna app instantaneously, you can keep track of this in the Klarna app.

What happens if I don’t pay for my order?

Klarna will automatically try to collect payment for your Pay later purchase at ARRAN Sense of Scotland from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna will notify you when a payment is due two days in advance of attempting to collect your payment. You can monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later product even if you have failed to pay on time.

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

Yes, you can view all of your Klarna purchases and payments plans by logging onto Klarna.com/uk.

Is my payment information safe?

Payment information is handled safely and securely by Klarna. No card details are transferred to or held by ARRAN Sense of Scotland. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Yes, you can settle your balance at any time. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?

Klarna will alert you via email and push notification from the Klarna app when any activity takes place - if a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk .

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

Once ARRAN Sense of Scotland has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. 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.

In the event that your goods have not been received please contact ARRAN Sense of Scotland to check on the status of your order and 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 5-7 business days.

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

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information.

You can log in the Klarna app or at www.klarna.com/uk , where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

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

 

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