KLARNA

Pay later in 3 interest-free instalments & Pay later in 30 days

Frequently Asked Questions

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 3 interest-free instalments work?

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by [MERCHANT] and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

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 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

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 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest-free instalments 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 3 interest-free instalments 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 been accepted for a Klarna payment method 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 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.

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

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.  If you have opted for Pay in 30 days 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.

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 Tides Home & Garden run credit searches against you that could impact 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 universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

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.  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 always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as Tides Home & Garden have accepted your cancellation/return, for your Pay In 3 purchase Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.  If your opted for the Pay later in 30 days as soon as Tides Home & Garden 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? (Pay In 3)

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at [MERCHANT] 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 shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

What happens if I don’t pay for my order? (Pay Later)

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?

For Pay in 3 you can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.  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.

Is my payment information safe? Payment information is processed securely by Klarna. No card details are transferred to or held by Tides Home & Garden. 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 or Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?

If you pay by card, Tides Home & Garden 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.  For Pay in 3 Klarna will notify you via email and push notification from the Klarna app when 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 always 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?

For Pay in 3 once Tides Home & Garden 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.  For Pay later, once Tides Home & Garden 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.

For Pay in 3 In the event that your goods have not been received please call Tides Home & Garden to check on your order and delivery status. 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.  For Pay later, 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 Tides Home & Garden 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 5-7 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.

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

Home Services Made Simple

Your home doesn't always need another product. Sometimes, it needs an extra pair of hands.

Ustad Home Services brings together practical services for moving, setting up, clearing and caring for your home — all in one convenient place.

Choose a single service or combine several services for a more complete solution.

OUR SERVICES

HOW IT WORKS

① Tell Us What You Need

Complete the enquiry form, call or email us.

② Receive Your Quote

We assess the service, location and requirements and provide your quote.

③ Confirm Your Booking

Accept the quote and confirm the booking.

④ We Get It Done

We coordinate the service and get the job completed.

WHY CHOOSE USTAD HOME SERVICES?

Contact form

Frequently Asked Questions (FAQs)

Find answers about bookings, pricing, service areas, removals, cleaning, furniture assembly, clearance, packing and more

Ustad Home Services – Frequently Asked Questions

Need some help before requesting a quote?

Below you'll find answers to common questions about Ustad Home Services, including removals and transport, cleaning, furniture assembly and disassembly, rubbish and furniture clearance, packing and unpacking.

If you can't find the answer you need, please call us on 020 3818 5808, email support@ustadhome.com, or use our contact form.

General Questions

What is Ustad Home Services?

Ustad Home Services brings together practical services for moving, setting up, clearing and caring for your home.

Our services include:

  • Removals & Transport

  • Cleaning Services

  • Furniture Assembly & Disassembly

  • Rubbish & Furniture Clearance

  • Packing & Unpacking

You can request one service or combine several services depending on what you need.

Which areas do you cover?

Our initial service area is London.

Availability depends on the type of service, location, date and requirements of the job.

For removals and transport, we may also be able to accommodate journeys that start or finish outside London.

Send us the collection and destination postcodes when requesting your quote and we'll confirm availability.

Can I book more than one service?

Yes.

One of the main advantages of Ustad Home Services is the ability to combine services around your particular job.

For example:

  • Removal + Furniture Disassembly + Reassembly

  • Removal + End-of-Tenancy Cleaning

  • Packing + Removal + Unpacking

  • Furniture Clearance + Deep Cleaning

If you need several services, tell us everything you require when making your enquiry so we can assess the complete job.

Do I have to be moving home to use Ustad Home Services?

No.

Although many of our services work particularly well together when moving home, you can request them individually.

For example, you may simply need furniture assembled, a property deep cleaned, unwanted furniture removed or an item transported.

Do you handle small jobs?

Yes, subject to availability.

You don't necessarily need to be moving an entire house.

We may be able to help with smaller jobs such as single-item furniture transport, furniture assembly or disassembly, packing assistance, one-off cleaning and individual-item clearance.

Send us the details and we'll let you know whether we can help.

Quotes, Pricing & Booking

Can I get a quote before booking?

Yes.

We operate a quote-first service so that we can understand what the job involves before confirming the price.

Your quote will take into account factors such as the service required, location, size of the job, access, number of items, labour requirements, travel and any other relevant requirements.

There is no obligation to proceed simply because you've requested a quote.

How do I request a quote?

You can request a quote in any of three ways:

Call: 020 3818 5808

Email: support@ustadhome.com

Online: Complete the contact/enquiry form on our website.

Please provide as much information as possible about the job so we can assess your requirements accurately.

What information should I provide when requesting a quote?

The more information you provide, the easier it is for us to assess your job accurately.

Depending on the service, useful information includes:

  • Service required

  • Collection or property postcode

  • Destination postcode for removals

  • Preferred date and time

  • Property type

  • Number of bedrooms where relevant

  • Floor level

  • Whether there are stairs or a lift

  • Parking/access restrictions

  • Items being moved, assembled or removed

  • Cleaning requirements

  • Approximate quantity of items

  • Photographs where relevant

  • Any particularly large, heavy, fragile or valuable items

If we're missing important information, we'll contact you before confirming the quote.

Can I send photographs of the job?

Yes, and we strongly recommend doing so where relevant.

Photographs can help us understand furniture dimensions, the volume of items being moved or cleared, access conditions and the amount of work required.

We may request additional photographs or information before providing or confirming a quote.

Is requesting a quote the same as making a booking?

No.

Submitting an enquiry or requesting a quote does not automatically create a confirmed booking.

Your booking is confirmed only once availability, price and the relevant booking arrangements have been agreed with Ustad Home.

Please don't assume that a date or time has been reserved simply because you've submitted an enquiry.

How is the price calculated?

Pricing depends on the particular service and requirements of the job.

Factors may include:

  • Number of people required

  • Estimated duration

  • Vehicle requirements

  • Distance travelled

  • Property size

  • Number or size of items

  • Stairs, lifts and access

  • Parking

  • Cleaning requirements

  • Assembly complexity

  • Clearance volume

  • Packing requirements

  • Materials or specialist equipment where required

This is why we ask customers to provide accurate information before we confirm a price.

Will the price change after I receive a quote?

The price is based on the information provided when the quote is prepared.

If the actual job is materially different from the information originally supplied — for example, substantially more items, additional work, difficult access that wasn't disclosed, additional locations or additional services — we may need to revise the price.

Where reasonably possible, any additional charge will be discussed with you before the additional work is undertaken.

Can I arrange a service at short notice?

Potentially, yes.

Same-day and short-notice bookings depend on the service required, location, job size and availability.

Contact us as early as possible and we'll check what can be arranged.

For larger moves or jobs requiring several services, we recommend booking further in advance where possible.

Can I choose a specific date and time?

You can tell us your preferred date and time when requesting your quote.

We'll check availability and confirm whether we can accommodate it.

A requested time isn't guaranteed until your booking has been confirmed.

Removals & Transport

What types of removal jobs do you handle?

Depending on availability and requirements, we can assist with jobs including:

  • House moves

  • Flat moves

  • Student moves

  • Single-item transport

  • Furniture collections

  • Marketplace purchases and collections

  • Multiple-item transport

  • Loading and unloading

  • Small business transport

Tell us exactly what needs moving and we'll assess the appropriate solution.

Can you collect furniture I've bought online or through a marketplace?

Yes, subject to availability.

We may be able to collect furniture and other suitable items purchased through marketplaces, retailers or private sellers and transport them to your required destination.

Please provide the collection postcode, delivery postcode, item details, dimensions where possible and photographs when requesting your quote.

Do you provide loading and unloading assistance?

Yes, loading and unloading assistance can be included depending on the job.

Tell us about any particularly heavy or bulky items beforehand so that we can determine the appropriate number of people and vehicle requirements.

Can you dismantle furniture before moving it?

Yes.

Furniture disassembly and reassembly can be combined with our removal service where required.

Please tell us which items require dismantling when requesting your quote.

What about stairs and properties without lifts?

That's not necessarily a problem, but we need to know about it beforehand.

Please tell us the floor level at both the collection and destination addresses and whether there is a suitable lift.

This helps us assess the labour, time and equipment required.

Do I need to arrange parking?

Customers should tell us about any known parking restrictions, permits, loading bays or access issues at the property.

Depending on the location, suitable parking or loading arrangements may need to be organised before the service.

Any applicable parking, congestion, toll or similar charges will be addressed as part of the quotation or booking arrangements where relevant.

Do you move very heavy or specialist items?

Please contact us before booking.

Items such as pianos, safes, extremely heavy furniture, specialist equipment, high-value artwork or unusually large objects may require specialist equipment or handling and may not be covered by our standard removal service.

We'll assess these individually.

Cleaning Services

What cleaning services do you offer?

Our cleaning services may include:

  • End-of-tenancy cleaning

  • Move-in cleaning

  • Move-out cleaning

  • Deep cleaning

  • One-off residential cleaning

  • Pre-sale or pre-let cleaning

  • Cleaning after a move

Tell us about the property and the level of cleaning required when requesting your quote.

Do you provide end-of-tenancy cleaning?

Yes.

End-of-tenancy cleaning can be booked independently or combined with services such as removals, furniture clearance or packing.

Please provide the property size, number of bedrooms and bathrooms and any particular areas requiring attention.

Do you provide cleaning equipment and products?

Requirements can vary depending on the job.

Please tell us about any particular requirements or restrictions when requesting your quote. We'll confirm the arrangements for cleaning products and equipment before your booking.

Can you clean a property before I move in?

Yes.

Move-in cleaning can be arranged to help prepare your new property before or around your move.

Where practical, it can also be coordinated with our removal and unpacking services.

Furniture Assembly & Disassembly

What types of furniture can you assemble?

Depending on the item and complexity, services may include:

  • Beds

  • Wardrobes

  • Tables

  • Desks

  • Chairs

  • Shelving

  • Storage units

  • Chests of drawers

  • Flat-pack furniture

Please send us the product details, photographs or assembly instructions where possible when requesting your quote.

Can you disassemble furniture and reassemble it at my new home?

Yes.

This is one of the services that can be combined with Removals & Transport.

We can assess the furniture beforehand and include disassembly and reassembly requirements within your quote.

Do I need to provide the assembly instructions?

If you have them, please make them available.

Manufacturer instructions can make the assembly process quicker and reduce the risk of missing important information.

If instructions are available online, sending us the product name or link can also be helpful.

What if parts or fittings are missing?

We recommend checking that all parts, fittings and components are available before the service begins.

If an item cannot be completed because essential components are missing, additional work or a return visit may require a separate arrangement and charge.

Rubbish & Furniture Clearance

What can you remove?

Depending on the job and applicable disposal requirements, we may be able to arrange removal of:

  • Unwanted furniture

  • Household items

  • Items left after a move

  • Suitable appliances

  • Garage or storage contents

  • End-of-tenancy items

  • Multiple unwanted household items

Tell us exactly what needs removing and provide photographs wherever possible.

Are there items you cannot remove?

Yes.

Certain hazardous, restricted, specialist or regulated materials may not be accepted as part of our standard clearance service.

Examples can include certain chemicals, asbestos, clinical waste, gas cylinders and other hazardous materials.

Please tell us exactly what you want removed before booking. We'll confirm whether the items can be accepted.

What happens to the items you collect?

Where applicable, items will be taken to an appropriate authorised disposal, recycling or reuse facility.

Our aim is to handle clearance responsibly and in accordance with applicable waste requirements.

Can you clear furniture when I'm moving out?

Yes.

Furniture and household clearance can be combined with removals and end-of-tenancy cleaning.

This can be particularly useful when you have items that aren't going to your new property.

Packing & Unpacking

Can you pack my belongings before a move?

Yes.

Packing assistance can be arranged before your move and combined with our removal service where required.

Tell us approximately how much needs packing and which rooms or types of belongings require assistance.

Do you supply boxes and packing materials?

Packing-material requirements should be discussed when requesting your quote.

Depending on the booking, we can confirm whether materials will be supplied, need to be purchased separately or should be provided by you.

Can you unpack at my new property?

Yes.

Unpacking assistance can be arranged to help you settle into your new home.

Tell us the level of assistance required — for example, unpacking boxes, placing items into the appropriate rooms or helping organise household belongings.

Combined Services

Can Ustad Home coordinate my whole move?

Potentially, yes.

Depending on your requirements and availability, we can build a combined service around different stages of your move.

For example:

Before your move: Packing → Furniture Disassembly → Clearance → End-of-Tenancy Cleaning

Moving day: Loading → Removals & Transport → Unloading

At your new home: Furniture Reassembly → Unpacking → Move-In Cleaning

Tell us what you need and we'll assess the complete job.

Do I have to book every moving service?

No.

The service is designed to be flexible.

Choose only what you need.

You may want transport only, cleaning only, assembly only or several services combined.

Changes, Cancellations & Problems

Can I change my booking?

Contact us as soon as possible if you need to change the date, time, address, items or services included in your booking.

Changes are subject to availability and may affect the quoted price.

What happens if I need to cancel?

Please contact us as soon as possible.

Any cancellation or rescheduling conditions applicable to your booking will be explained as part of the booking arrangements.

We recommend checking these before confirming your service.

What happens if the job takes longer than expected?

We prepare quotations based on the information provided to us.

If circumstances outside the original scope cause the job to take materially longer — such as additional items, unexpected access difficulties or extra work requested on the day — additional charges may apply.

Where reasonably possible, we'll discuss this with you before proceeding with additional work.

What should I do if there is a problem with my service?

Please contact Ustad Home as soon as possible.

Telephone: 020 3818 5808

Email: support@ustadhome.com

Please provide your booking details and explain the issue clearly. Photographs or other supporting information may also be helpful where relevant.

We'll review the matter and respond accordingly.

Still Have a Question?

We're happy to help.

If your question isn't answered above, tell us what you need and we'll advise you before you book.

Call: 020 3818 5808

Email: support@ustadhome.com

Or use the contact form on our website.

Ustad Home Services — One place. Multiple home services. Less hassle.