Payment & Orders Go Back

    Payment Queries

    If you're concerned about a payment, or have any questions then please get in touch.

    I want to change my order

    Our warehouse team are speedy, and will get your order to you as quickly as possible. This means that once your order has been placed, we are unfortunately unable to amend any details such as the shipping address, change or add items, or cancel your order. But don't forget, we offer free UK returns, so you're more than welcome to place a new order for the correct item(s), and return the incorrect one(s) free of charge.  

    If your shipping address is incorrect and you are unable to contact those at the address it's on the way to, your order should be refused and returned to us. From here, we will contact you to offer a refund or to send the order to an alternative address.

    Please check your shipping address before placing your order, as we are unable to refund or replace orders that have have been shipped to the incorrect address.

    Incorrect shipping address

    Please check your shipping address (including postcode) is correct before placing your order, as we are unable to refund or replace orders that have have been shipped to the incorrect address.

    If your shipping address is incorrect and you are unable to contact those at the address it's on the way to, your order should be refused and returned to us. If it is returned to us bu the courier, we will of course contact you to offer a refund or to send the order to an alternative address.

    Wrong items & missing orders
    Wrong Item

    Our picking and packing system is thorough here at Passenger HQ, so it's rare to receive the wrong item, or have one missing from your order. But occasionally mistakes do happen. If you have received the wrong item, please let us know as quickly as possible so we can correct this. You'll need your order details, and if you could send us a photo of the item you've received in error, including the barcode tag, this will speed things up.

    Missing Order

    If you have not received your order, but your tracking states it's been delivered then please do let us know. Please include your order number so that we can check your delivery details and sort out a speedy solution.

    Pre-order information

    Some of our products are in high demand. We offer pre-order on these items when they're out of stock, so you can sit back and relax knowing that when they are available, yours will be sent to you straight away. This means you won't miss out, and don't have to keep checking to see if they are available.

    We'll always give you an estimated dispatch date when you order, but please note that your order could arrive earlier or later, depending on shipping. We'll be in touch as soon as we are aware of any delays, and offer an alternative or a refund if you don't want to wait. As soon as your pre-order has been dispatched, we'll be sure to send you a confirmation email so you know it's on the way.

    If you're ordering other items at the same time as an item that is pre-order, please be aware that we currently can't ship your other items ahead of the pre-order item. Your whole order will be dispatched together, once all of your items are available.

    To secure your item, payment will be taken at the time of ordering.

    Klarna

    Get 30 days to pay for your latest buys, don't delay those adventures. No interest or fees, and no credit agreement. Klarna will send you an email reminding you to pay. No passwords to remember, just select Pay Later at the checkout and complete your order in one click.

    Who Is Klarna?

    Klarna is the provider of smooth payment services to more than 70,000 online stores. Over 60 million consumers worldwide have trusted Klarna to securely handle their payments.

    Am I Eligible/Will I Be Accepted?

    To use Pay Later you must be at least 18. Whilst these options are widely promoted, they are subject to your financial circumstances. When choosing Pay Later, our soft search assessment will not affect your credit rating.

    Only Pay When You Are Happy

    When you shop with Klarna, your purchase should always be delivered before you pay for it. If your payment is due and you haven't received your goods, please contact Klarna's customer service.

    Manage Your Payments

    You can review your latest Pay Later orders at any time by logging in at klarna.com. If you need further assistance, visit Klarna's Customer Service. Remember to make payments on time. Not doing so could harm your credit rating.

    Klarna FAQ's
    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 Klarna.

    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, if 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 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 Passenger Clothing Ltd 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 dependant upon a number of factors including order amount, 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 at the checkout, or take advantage of our Pay Later option, where you can pay for the goods once you have received them via credit or debit card.

    What Happens If I Cancel Or Return My Order?

    As soon as Passenger Clothing Ltd has 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 top pay. Your email will contain a link to Klarna where you can settle your payment with your credit or debit card.

    Is My Payment Information Safe?

    Payment information is processed securely by Klarna. No card details are transferred to or held by Passenger Clothing Ltd. 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 your email to pay for your order.

    Have You Received My Payment?

    If you pay by card, Passenger Clothing ltd. 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 klarna.com.

    What Happens To My Statement When I've Returned The Goods?

    Once Passenger Clothing ltd. 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 Received My Good.

    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 Passenger Clothing ltd. 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 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 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.